Urban Barn Victoria — Local services in Saanich

Don't order furniture from here unless you want the headache of dealing with lengthy delays getting your items, poor customer service reps, delivery screw ups (picking up instead of delivering your items) and a lack of caring about their customers. We have been waiting over 3 months for furniture that was ordered in April (now Mid September). Our dining set was supposed to be held in the warehouse until our moving date in June where it would be delivered. Our moving day came and we didn't receive our items, then we were told it was now on back order until august. We waited 2 months and our back order deliver date came and went. Other items were delivered and our dining table and sideboard were supposed to be delivered with them but did not appear. Two weeks later we have a delivery date and expect to receive our last pieces of furniture but the delivery driver shows up expecting to PICK UP a dining table, sideboard and chairs not deliver them. Beyond frustrated with the service and experience on this end of things after having a great in store experience. Still no dining table or sideboard after ordering it in April, 6 months later and many many hiccups...

We originally ordered 6 chairs as the sales associate said they had limited stock and if we ordered now we could secure the chairs we wanted. A few days later Urban barn called to say sorry we don't have these chairs. We needed something for christmas so we chose a different style, and they told us we could get $150.00 back or possible swap the chairs out when the others became available again. When we decided to keep the second set, we called in several times. Most of the tie it would just go to voicemail so had to start over, once I finally talked with someone they have no notes about the $150, so I start the conversation all over again, with 3 different reps now, each one of them saying that a manager will call me back as they are in meetings, this has been ongoing for a very long time. I would hate to be a manger for Urban barn as they are constantly in meetings and the meetings take weeks to finish.

Your website talks about respect and professionalism, neither of these traits have I seen from your company.

I doubt I will ever do business with you again and will recommend the same to everyone I know.

Thanks for disowning what was once a...

I am of the belief that the best test of customer service is in handling errors and mistakes, not in necessarily not having them. Our order was delayed when an item was damaged in shipping, which can happen to anyone. A replacement could not be found as there were no more in the province. "Good" service would have been to refund me my money, perhaps in store credit for me to try again with something else. "Great" would have been to offer an alternative at the discounted rate that we bought the original purchase for. But that's not what we had here; the "Excellent" that I am denoting with my 5 stars here comes from not only immediately taking charge, tracking down the item in another province and offering to ship it directly to our home, but leaving us with a store credit and a sincere apology as well. Thank you Cathy and team for taking the problem you were served with in stride, and turning it into a net win. We will be back, and not just to spend our store credit!

To those who have read this far: this is a lovely location with a fantastic staff,...