Urban Barn Heritage

Matt was amazing! Friendly and helpful with all aspects of my purchase. Would definitely come back here again because of his customer service.

I will never buy any large items at Urban Barn again. They outsource their delivery to AMJ and they were 40 minutes late, outside the delivery window, when the deliver person called me, he tried to convince me to reschedule because it was getting late and they had done 15 deliveries that day. When they arrived at my condo the delivery person eye balled the elevator and wouldn’t even try to bring the couch in to take it to the second floor. They wouldn’t take it up the stairs either and took it back to the warehouse. Now Urban Barn wants to charge me an additional $200 on top of what I’ve already paid for delivery. This is the service they provide, buyer beware.

My Urban Barn experience was amazing! We had shopped many different stores with everything looking cookie cutter. Urban Barn had many unique pieces and quality at that. Kirby, helped us select table and chairs and proposed different options and price points. He was patient as we looked at every chair option and design. He also helped us look at different accessories. He was thorough in ensuring our order was accurate and that there were no mistakes. Delivery was amazing Eric & Ian came and were courteous and early. The assembled and removed all the packaging and walked us through how to use the leaf. I loved this experience and will be purchasing from them again.

I visited Urban Barn for the first time to look for items to bring my new home to life with color and personalization. From the moment I walked in I felt like I was the only one in the store (although it was quite busy). Matt, the Assistant Manager, was very attentive and provided me with a wealth of information and options to make my space perfect. My daughter and I spent the better part of 90 minutes in the store receiving top notch service and inspiration. I have to say, I was blown away with the customer service, I did not expect that! Thank you Matt, we will be back!

Went in looking for some decor pieces and ended up picking up on a really great price for a runner rug and a throw blanket that will complete a space I am working on. Staff were very helpful and pleasant.

Toxic lady on the receiption.needs to know the difference between acknowledging and profiling people. Avoid this place.very strange to see a lady like her still employed or not sued yet.

Love the attention that I received to look up different options for ottoman etc! Love we bought!

I have gotten a chair, tables, rug, plates and bowels, and cutlery. And I can tell you I will never shop anywhere else. The last time I went in the manager helped me pick out some new pieces for my new apartment and couldn’t be happier with the quality of service and time put into my needs. Thank you urban barn team and special thanks to Penny, the manager!

Tia is one of the best employee, she went out of her way above and beyond and helped us with our products and has been very cooperative and answered all our questions. Would always love to deal with her in future and urban barn family and also i love the furniture.

Does not honor sale prices on items, and does not prepare for collection of items you purchase.

Horrible customer service, delay after delay, horrid communication from employees. Save yourself some frustration and shop elsewhere.

A ton of my furniture/decor is from Urban Barn. Marcie has been wonderful in recommending new couches and tables for my living room. She has also been patient with me as I have changed my mind a few times.

Helpful staff and solid curation. Their delivery solutions are non-sensical. They outsource it to AMJ and are not able to coordinate anything themselves. Delivery is $99 and requires specific scheduling with AMJ so you cannot guarantee a date. Pick-up has to be from AMJ's depot in the NE, and you have to select a specific time to come by.you cannot simply grab it when is convenient. AMJ's booking service for this cannot be modified once set either without calling them which resulted in going to their voice mail. For a higher-end furniture store, this is ridiculous and has been a major waste of our time. This alone will ensure we are not a repeat customer for what I already thought was slightly over-priced items relative to an EQ3.

I like most of the items in Urban Barn. The only thing I need them to improve is the delivery scheduling especially if the item is available in stock.

I had put two pillows on hold and when I saw them in person, they weren't what I expected. I did end up finding other pillows and the lady was super helpful - a great experience.

I went into Urban barn with the idea of putting 2 colors of cushions on my sofa to tie in the colours. Matt went and got those cushions for me. Then he asked questions about what I was trying to accomplish- I showed him a picture of my sofa and area carpet- he suggested a combination that looks outstanding. He gave me lighting recommendations as well- my next step! Thank you Matt! I have already received compliments from friends and family!

Waiting 8+ months for a table. Mistake to have grouped them into one order. Feels like they might have given products to fullfill other orders and not reserving as one would imagine.

Incredible staff! I've loved dealing with Marcie, Melanie and Matt. They have been patient and supportive in helping me make selections for our clients. They will most certainly be getting our business on repeat. Thank you for your amazing service!

Nice store. Lovely staff. Seemingly good stuff.

Tia, our server, was super pleasant and very helpful.

Might have been nice - given how much money we spent - if they'd offered a little discount or not charged for delivery but there you go.

May update in two weeks when we see what the quality of the delivered product is.

Great Service! I had ordered a painting over Christmas and didn't expect it until February. It arrived really early! Urban Barn Heritage was able to accommodate me. Initially whe i went to pick it up, it would not fit in my vehicle. They hung on to it for me while I figured out how I would get it to its temporary home!

Matt at this location was great. He helped my wife and I purchase furniture for our new place and helped with our design. He also helped us arrange shipping that would work with our possession date.

Used to be a very big fan of UB until I purchased a couch and chairs from them. Bought a new sofa and 2 chairs and in 1 year after purchase the interior fabric of the cushions literally were deteriorated to the point that we could not put the cushions back together. UB was not helpful at all about a solution and when they suggested a third party company to help (Fibernew) they never contacted me back.
Sadly the IKEA furniture I purchased in university lasted longer then this and will no longer be purchasing furniture from here in the future.

Since moving from Ontario to Calgary in 2020, we downsized from the house we sold in Kingston and moved into a house we had built and recently moved into. We were in need of furniture and Urban Barn was one of the stores where we bought some of our furniture.
Prices were good.a little slow on delivery but with what is happening globally, it's expected.
The service is awesome. We mostly spoke to Marcie. She was able to assist us with our purchases without the regular 'in your face' attitude. She was accommodating and knowledgeable when we questioned her on the furniture of interest.
It probably won't be our last time buying from Urban Barn

Thanks
Phil and Brenda

My husband and I were 9 months pregnant when we went to see Marcy at Urban Barn. My husband and I were a bit overwhelmed with the baby on the way and we were building our first home. Marcy was so personable and easy to talk to. She was so excited to work with us on selecting unique stylish pieces to furnish our new home.

Marcy followed up via phone call to see how we were doing because my husband and I had a hard time deciding which dining table to pick. We really appreciated Marcy reaching out! Marcy really went above and beyond and her customer service has been exceptional. With Marcy’s guidance and support we purchased the Bridgetown dining table and Quincy coffee table! Marcy made the whole process of selecting furniture pieces for our new home so stress free and enjoyable! We highly recommend you go to Urban Barn and ask for Marcy to help guide you on furnishing your home.

Purchased the Parker storage queen bed and night table. Love this product. Love that it comes from canada. We just built a new house and fully refurnished our place, urban barn is the only company that had products available and actually delivered furniture when promised. We added on the dresser and arrived in 2 weeks. Highly recommended urban barn! Reliable, friendly and Canadian!

Ilse at the Heritage Urban Barn was fantastic. She went out of her way to help us with the purchase of our new coffee, side and sofa tables. I will definitely be back! Thank you Ilse

Very positive experience shopping at Urban Barn Heritage. Ilse went out of her way to help me design my bonus room with a great selection of Urban Barn furnishings and other items.
There was a delay with the delivery, but this was expected due to the Covid 19 situation.
Love my new Elba Swivel Armchair!
Will be heading back to Urban Barn for more items soon.
Thank you, Ilse!

Fantastic customer service with Savannah, she went above and beyond to make sure we left with a positive customer service experience. Great selection, quality and reasonable prices. I highly recommend.

Ilse was wonderful to work with! She helped us pick out the perfect couch and chair for our newly developed basement. I am a bit "particular" and she patiently worked through all the options to make sure we were completely satisfied with our purchase. Delivery was a bit delayed but the pickup process was very easy and the furniture quality is great!

We purchased a new dining table, chairs and sideboard from Urban Barn Heritage for our new home and not a single person has seen them without commenting on how nice they are and where we got them! Also! Ilse den Besten was our sales contact and was absolutely lovely to work with in store and when she said she would work with us over email to help us get the right delivery date organized, honestly. I had my doubts! But Ilse handled everything for us! Moving has a lot of moving parts, and Ilse took care of this for us seamlessly and was a big help. I can confidently say that with Ilse's help and the processes in place by Urban Barn the delivery of our new furniture was one of the easiest we experience in our entire move. Thank you!

Superb customer service from Ilse. Fantastic staff. She is very helpful and friendly. She followed up a few times via email and text after our first visit to help us get our favorite sofa. We are glad to shop here. Would highly recommend!

We went to Urban Barn on a search for new dining room chairs. Ilse was very helpful finding something that would work for us. She made the experience quick and painless and I would highly recommend her to friends and family. The chairs appear to be high quality and they arrived ahead of schedule. Very good experience overall.

Very impressed with all our experiences at this UB location. The staff are VERY friendly and helpful (maybe a little more space though please?). Products are top notch, prices are generally reasonable, and all around the best furniture shopping experience we have had.

Went here expecting to look around and left with a beautiful coffee table thanks to Savannah W! She was super helpful without being pushy and was very patient with all of my questions and concerns around possible returns (not necessary because she worked hard to make sure I liked what I bought). Even though this store is not the closest one to my house, I would go there again just to deal with Savannah.

We just had an amazing experience with Savannah W! We have been looking for a bedroom set and after checking with other competitors we looked at Urban Barn and were so thrilled with the products and service that she offered. Would highly recommend!

Savannah was amazing from the moment we came in the door. She helped us find a variety of items for our new home and was very patient as we pondered the various options before us! She was simply great!

Our consultant Savanna was so helpful with our purchase. Great customer service, stylish quality furniture at a reasonable price.

Thank you Savannah at Urban Barn! We recently purchased a new home and felt very overwhelmed with all design choices and decisions. Savannah has helped with all this.she gave me options, ideas, but also a sense of ease while feeling overwhelmed. Most important she never ‘pushed sales’ or tried to sell me something I wasn’t comfortable with. I rarely write reviews but can’t praise enough about her.

BEST experience we had all day! Ilse, store supervisor, was INCREDIBLE! She immediately welcomed us warmly and was SO HELPFUL with design options, fabric swatches and delivery times. She completely made our day and definitely a lifelong customer after this experience!

I recently visited the Urban Barn Heritage location in search of new lamps and a media unit. Savannah greeted me with a friendly smile and fabulous retail energy. Her product suggestions clearly indicated that she understood what I was looking for. I appreciated her follow-up email that detailed (with photos) the items I had viewed in store. I would certainly work with her in the future.

I have been buying furniture from Urban barn from years now. And have always appreciated the good quality and styling of their products. I recently bought a wooden dinning table that started to crack after a month due to Calgary dry weather. But I was amazed by the customer service provided by IISe at Urban Barn Heritage in taking care of this issue. I was given the full value back on the product and assisted with the new picks that I loved. IIse helped me with the return on phone and process the new purchase with an ease. Very happy with the service I received.

I would like to leave my experience here, in hopes that no one else has to go through the ordeal that it is dealing with Urban Barn’s customer service. On Aug 12 we went to an Urban Barn store in Calgary looking for a sectional, mostly inspired by the “Canadian made furniture” idea. We checked the Antonio sectional after been told it is Canadian made. The sales lady facilitated the measurements and available fabrics from that IPad they have. She mentioned the delivery was 3-5 weeks, which was right on point for our needs.
Within 10 minutes we confirmed to her we would like to order this piece in the lighter fabric. At the registry she recited the order: sectional name, configuration, fabric and delivery time, which was now 6 weeks. When we inquired about the jump she pointed out that it “this sectional is such a hot item, that in the time we were there 3 more sectionals had been sold”.
Ok, 6 weeks later, I’m emailing and calling the store to find out when they are bringing it, and they reply that is only arriving in Vancouver that day, and that I will need to wait two weeks for delivery to our home. Arriving to Vancouver? ! From where? Oh, from the “supplier”.
On Sep 24, I emailed customer service hoping for clarification and providing my store location, invoice number, full name, etc. No response. I emailed them again on Sep 29, no response. The sectional was delivered on Oct 9 and when we opened the boxes to carry the piece upstairs, the main surprise shows up at the bottom of the sectional: a white label with the prints: “MADE IN CHINA - Jiaxing Home Fortune Furniture Co; Ltd”.
So I sent a third email on Oct 10 with a picture of the label and asking them to pick up their sectional and refund us for the purchase. Again, no response.
I decided to contact them via DM on the Instagram account which seems to be quite active. They replied 3 days later to tell me that they will look into it. And the day after, thanking me for my patience while they gather information from the particular store. Finally they replied that there must have been a missunderstanding since that particular sectional is marked as “Imported” on the website (I bought personally at the store and not online, plus the website does not mention actual country of origin anywhere), and that I can return the sectional and request a refund minus the shipping charges and minus a 15% restocking fee within 14 days of the delivery, which I refused on the fact that I was mislead at the time of the purchase. To make this long story short today Oct 22 I was told they will kindly wave “as a one-time exception” the restocking fee, but I was still responsible for the additional $90 + tax of the pick up. So here I am, about to return the Non-Canadian sectional and loss close to $200 for shipping charges back and forth of a piece of which I ask it’s origin well before it was delivered, because of a store clerk that does not know any better.

Unlike the crowfoot location the staff here are not as attentive. They have a nice variety of home accessories and furniture. That being said I think I prefer to shop at other places with friendlier staff.

Today my mom and I went into this location to look for some things for my new apartment. I have a lot of furniture from Urban Barn and have been a happy customer of theirs for a long time. However, this is now the second time that I have been to this location where one of the sale staff (the same one) was rude to me. I understand that there are COVID regulations, and I am more happy to follow them. As I entered the store today, the male sales associate, before even welcoming my mom and I, demanded we put on hand sanitizer. I have complied with this rule many times during the pandemic, however the delivery of how he said it already rubbed me the wrong way. I have low blood sugar and was eating an apple as I felt faint, but was still using a mask while in the store. He obviously saw that I was eating an apple when I entered the store, however, about 5 minutes later as my mom and I were picking out some things, decided to come up to me and tell me I could not eat or drink in the store. Again, not a problem, but there was no signage and it was the delivery have how he said it. My mom and I abruptly left as we were both a little aggravated. With being in the city of Calgary, I understand that we have strict guidelines around social distancing, etc. And as I said, I am more than happy to follow these guidelines, but when I can’t even enjoy my time in a store, that’s where I have a problem. The first time I had a interaction with this sales associate, I came in to return pillows. Again, abruptly told me to put on hand sanitizer without a welcome. When I asked to return the pillows he passively aggressively told me he would have to quarantine the pillows for 2 weeks. As a customer, when I am paying money for something, that’s not really a concern of mine.
I personally have worked in customer service and know that sometimes you just have to do your job. However, you also have to be willing communicate these types of things to customers in a manner that doesn’t make them want to leave the store. I hate to be a Karen but as this is my second negative interaction with this sales person, I feel like it needs to be said.

I was putting hand sanitizer on as I walked in and they asked me to use theirs and I said I just put some on. They told me I couldn't come in unless I put theirs on. I probably would have put theirs on if they hadn't been so rude about it.

Great pieces, but poor customer service.

We visited the Urban Barn in Deerfoot Meadows back in early June and found a couch with a chaise lounge that we thought would work well in our space. We also opted to purchase a coffee table at the same time. The staff member in the store was helpful and we quickly completed our transaction. We opted for the white glove delivery, which at $200 was considerably higher than other comparable stores, but we wanted to ensure the smooth delivery of our items. We have previously purchased furniture from Urban Barn and been happy with our items.

And it turned out that our new couch arrived earlier than expected. We were happy about that and quickly moved to sell our existing furniture.

However, the first trouble we ran into was on delivery day. The couch consisted of two pieces of furniture: the couch and the chaise lounge. While separate pieces, the two items were shipped together in one large box. We live in a tower condo complex, so it was necessary for the AMJ delivery workers to manoeuvre the box from the elevator down the hallway and into our door. However, with the two items together in the box, the delivery workers were unable to get the box to fit from the hallway through our door - there wasn't enough room to turn. What was baffling was that they wouldn't take the two pieces out of the box to see if they would fit individually. Instead, they were adamant that it wouldn't fit and we reluctantly let them leave.

The delivery workers did drop off our coffee table in the shipping box. Despite the white glove delivery, there was no effort made to unpack the table or deal with the packing materials. The delivery by AMJ was a truly disappointing service.

Where Urban Barn fell down was in the communication that followed. We were still very much interested in the couch and wanted to work with the store and AMJ to determine if the two pieces of the couch would fit, or whether we would have to look at different couch. We made an effort to take measurements of the hallway and our doorway, with videos and photos. And, based on the measurements, we believe the couch would have fit if not for AMJ's reluctance to remove the two pieces from the box and complete their task.

But the Urban Barn store didn't seem interested in coordinating with AMJ to determine if a fit could be made. Instead, they simply reiterated on several messages that could exchange the couch and pay a new delivery fee, or return the couch and suffer a 15 per cent restocking fee.

Adding to our frustration was that the store took significant amounts of time to respond to our inquiries and process was drawn out. By the time mid-August had arrived, we had been without furniture for a couple months and our patience was exhausted, so we sought to escalate our concern.

From the store, we reached out to Urban Barn Customer Service. They were similarly slow to respond and reiterated the same options: new couch with a new delivery fee or pay a restocking fee. At this point, we were no longer interested in the couch and we argued that we had paid for the white glove delivery and never received the promised service.

We were able to argue our case with Customer Service based on the points above and they were kind enough to provide a refund minus the delivery fee. And they generously waived the restocking fee of 15 per cent. However, they didn't refund the original amount that we paid for the couch and shorted us approximately $100. When we wrote to Urban Barn again to ask about this discrepancy, they never bothered to reply.

The whole experience tainted our view of Urban Barn. We will be reluctant to visit the store again, especially when competitors offer comparable pieces, more favourable delivery options, and are willing to work with us to ensure a smooth purchase and delivery.

I had a terrific shopping experience at Urban Barn this past week. Anja was super helpful over the phone and at the store! And, I was impressed by the protective measures in place for not only the staff but the customers too. Made for a safe and enjoyable shopping experience, thank you!

Fantastic and very helpful staff! I am excited about all my new purchases. They were very responsive to emails also:)

Easy online shopping experience. Quick Delivery and good updates along the way. PLUS the Storage Caddy looks great in my kitchen. It is bigger than I visualized, and holds a ton of stuff. Thanks!

'I always find the customer service at Urban barn OUTSTANDING! The only store that had the item I wanted was on the opposite side of the city. I called to have it put on hold and then called back as I didn't feel like driving that far. The regional manager, Chantel, offered to bring it to the store closer to home. Instead of having to drive for over 30 minutes it only took 10 minutes. Over the past 10 years my daughter and I have made many purchases, big and small, and will continue. Thanks Carol Calgary AB

Staff are attentive and helllpful. Love the selcetion of items that fit with classic to contemporary decors.

I love Urban Barn! The staff are always so helpful.knowledgeable. I shop often and never have had a bad experience.

Staff was amazing and even though they didn't have everything we wanted they told us which store we could go to get it. Very friendly and would defintiely return.

Bought the Cantina table as a kitchen table.not really designed for a kitchen table set up with 4 family members, had to take out the middle storage just to sit at the table. Wasn't really informed it is more of a kitchen island with benefits.

Worst experience with a furniture company ever! We ordered a bed frame about a month ago in anticipation of our move. Took it out of the box yesterday and we not only had no instructions or screws/bolts, they also were missing major pieces of the frame and had two different sets of slats. It looks like they sent us pieces for two different bed frames. I called customer service and they informed me that we could return the current mismatched frame and they would send us a new one. They refused to pay for it to be delivered and set up because “it is done through a separate company”! So now we have to borrow a truck and drive all the way to the distribution centre. For our inconvenience we were offered a $50 gift-card! Are you kidding me? ! Why would I want to buy something else from your company if you already majorly messed up our first order!? I told them I wanted the $50 refunded to our credit card instead (which will barely cover the gas we’re using to return the messed up frame and pickup the new one at the distribution centre)! Customer service is a joke! I don’t understand how they think it’s acceptable to further inconvenience a customer after you mess up! I’ll never buy anything from this company again!

I had to order a small table on line and it could not be delivered so I called the Heritage Gate location and they were able to order me the table for pickup. I really appreciated their help as I live 3 hrs away. Sheryl

Everything was ok, but I have to pay to take a sample of the fabric of my sofa which i have paid already more than $4000 to buy.
I was prefer to said sorry we don't have sample than you have to pay to take a sample.