Urban Decor Warehouse — Local services in St. John

UDW has beautiful, stylish furniture and a friendly, helpful staff. The prices on their furniture seem to be good but it's hard to tell as like mattresses, manufacturer's make different model lines for different retailers and give them different names.

Here is where I found UDW to fall short-

We bought an L sectional couch which after 6 months, had 2 cushions which began to show premature wear. The cushion density, when sat upon, was clearly sinking more so than the others. We were not too upset as this is a common issue and normally, manufacturers will honor their warranty and send more cushions.

The short version of this story is that the couch manufacterer, Steven Silver, wanted me to send photos of the cushions to UDW to be forwarded to them as proof the cushions needed replacement. Photos? To show premature wear? How could a photo of a cushion possibly be used to gauge a prematurely sinking cushion?

A copied email to me described a conversation between a UDW. rep and a Steven Silver rep in which the Silver rep indicates the photos don't seem to show premature wear and that he would send out replacement cushions but the cushions were permanently attachehed. Since this request for 2 cushions had been going on for months and the cushions were NOT attached, I finally gave up and abandoned my request. I

All this to say that my wife and I have purchased furniture from Darvin, Toms Price, La Z boy, Marshall Fields, Thomasville (and other high-end manufacturers) and have NEVER had to deal with so much nonsense in attempting to get a warranty honored; all for 2 cushions. Although the price of our sectional seemed to be good, I would have been happier paying more knowing it was from a manufacturer who has a common-sense...

Extremely poor customer service! I went in to look at some side tables. I was trying to decide between 2 sets, one of which had a defect and the colors of the pair were not even close to matching. I was told that's the best price they could do. I decided to measure the height difference between the 2 and they were going to close in 10 minutes. They shut the lights out on me as I was going to the back of the store to measure. I finally decided to go with another set that was on sale for the same exact price as the defective set. They were going to close in 5 minutes. I asked if for some reason they didn't fit in my car could I come back to get them the next day. I was told yes. Then I was about to say which set I was getting and she told me that their "machine was going to shut down at 5 and we can't process any payments now so you can come back tomorrow". I've never been rushed like that in a store before. Extremely rude to shut the lights out on your remaining customers. Clearly they care more about leaving at 5 of the dot over providing good customer service. I could have easily made my purchase in the 5 minutes that was remaining. Make sure to read the reviews on this store (especially on yelp) before giving them any of your hard earned money because apparently your money doesn't mean very...

The store itself and the furniture itself is phenomenal. They really do have such unique pieces that you cannot find anywhere else around the area…. The delivery service on the other hand is terrible. I have heard from multiple people who had the same experience unfortunately. The delivery service doesn’t seem to be careful coming into your home and they are rude on the phone (on the way to your house) + in person. We waited around all day for our furniture, as they forgot to schedule our delivery, so we had to call them and get scheduled for the next day. They got us in as soon as possible and gave us a good time window, but we would not have known unless we called. The last part, I understand things happen, but I 100% recommend picking up your furniture and not letting their delivery service in your home. I NEVER go out of my way to leave bad reviews, but with others having the same experience, I would rather help avoid this so your experience with this store doesn't get tainted. Also, not sure if it’s normal to have your items delivered and left in boxes? That was not expected. I want to stress this is nothing on the store or items themselves, just the poor delivery. Thank you for my beautiful furniture, I will recommend you and continue to shop there… with the expectation to pick up the...