Urban Barn Stoney Creek

The worst customer experience I have ever had. I love this store but I will never shop at this company again. I returned an item that I purchased with cash. When I did the return, they told me they did not have enough money in the till to pay me in cash. I asked if they had a float in the back and they said no. I asked them to return it on my debit card and they said that was not their policy. I was advised that I would have to wait for a cheque to come in the mail. What? At that point I was also advised that the turnaround time for that was relatively quick. I waited 3 weeks and still had not received a cheque. I called the store and was told they would need to speak to a manager when they were in the following day. I was expecting a callback the next day and.nothing. I waited another 2 weeks and still no cheque. At that point I escalated my concern to customer care at Head Office. I was told that they would look into the issue and get back to me. Days later I received an email that they were trying to see if tracking was available for the cheque. I asked again if they could just refund it back to my card and I also asked if I could escalate this to management. The response was 'the only option from management and myself is to wait for the cheque'. I finally received the cheque almost 2 months later. I work in customer service as well at a financial institution. There are options and measures that could have been utilized to get this situation rectified in a timely manner. I am so disappointed that I was dismissed and at the poor customer service especially given this is a Canadian store. I was sent a $20 gift card for my troubles.no thanks Urban Barn, never again.

Extraordinary customer service. I was particularly impressed recently with the staff member I mainly dealt with (Lydia) who did excellent post sale follow-up work for me. I also earlier was having a bit of an issue trying to place an online order & called the store directly for guidance - they sorted everything out, & made things easy for me. I’ve made in store purchases several times over the years & would definitely recommend this store.

Very poor service. Walked 15min with no greeting or acknowledgement, at one point we were also the only customers is the store and still no one talked to us.
Please do not profile your customers, you never know who is there to support your business. Save the autotext reply from this review and all we want to request is that customers feel welcomed regardless of age, background or race. So future customers don't have to feel profiled.

Walked in with my daughter today. Normally shop at the Burlington one but we were in the Stoney Creek area so thought we'd pop in. 3 staff members were "working". No greeting from them. Walked around store looking at everything. Found a small kitchen table I was very interested in purchasing. Still nothing from any of the ladies. Continued on around the store and instead of buying the table we just left as no acknowledgement what so ever during to time we were in the store. Unacceptable, rude behaviour from such a prestigious store. I am disgusted. Stoney Creek furniture ended up with my business. (Not only a kitchen table but a love seat and chair and going back for a bedroom suite) your loss Urban Barn. Been a long time customer.well not anymore.

Extremely bad experience for collection of Bar stool from Urban Barn Stoney Creek store. We were promised to get 3 bar stool on 22nd March 2023, But when we reach they said the driver only deliver 2 out of 3 ordered bar stool. I rented a car to arrange pick up of this item and others too. The staff at store was very much fine with this problem from their side and not bothering at all for their mistake. Next day we received sms from Urban barn that your items are ready for collection i again hired a car and went next day and Ms. Kelly (the Same customer service lady) said no its not yet arrived. The strange part is she is very much fine with all what is happening. I am fine with the product but one of the few worst customer service. Last purchase from this store. Thank you.

Not only does Urban Barn have really cool furniture but the staff is absolutely the best! Michelle was amazing to deal with-attentive without being pushy. Knowledgeable. The perfect balance in a sales person. And, in Michelle’s absence a couple of days later, Cassandra in the Stoney Creek store and Robyn in the St Catharines location were beyond patient in helping me sort out a problem that was entirely of my own making. I cannot recommend this company enough!

WORST customer care program. They made me wait for 2 weeks and emailed today again without a resolution; took thousands of dollars with my orders and have failed to respond back about 2 stools after sending them videos and images on them; DO NOT spend your money with them! NO customer loyalty or appreciation!

Beautiful store and great staff who are always accommodating and extremely focussed on a great client experience.
Always prefer to shop there.

It was a recliner I was looking for months, perfect for me. Couldn't find one that is the simulator anywhere

I am a frequent shopper at this location and cannot say enough about the selection of home decor available at this store. The staff are terrific and so very helpful with offers of advice and ideas. They have always been there for me. I simply explain my ideas and they find a way to make it work. Thank you so much for the hands on service always with a smile. It’s so difficult to find these days! I highly recommend this store.

I love this store! I want everything. The furniture I have purchased has aged well with use. At christmas time they have the best decorations. The staff are always helpful and customer service focused. I never feel pressured or being sold to. They are honest with helpful opinions and suggestions. Thank You!

Purchased a custom sofa from Lefki at Urban Barn in Stoney Creek and she was fantastic to deal with. Extremely knowledgeable, warm and friendly. The store is great because you can purchase mid to high end home pieces within a very casual atmosphere. Lefki was genuinely interested in finding out specific details about my design plans as we looked through fabrics. Went back for other items and spoke with another friendly and knowledgeable lady. I believe her name was Elizabeth. She was also wonderful. Highly recommend

I highly recommend the Stoney Creek location. Michelle was so helpful. We picked out beautiful things to suit my home. Thanks for your help

Went in to look for some Wall decor for the home. We were greeted at the door and was asked if we need help. She said if we see anything that they can order it in by a couple of days. I guess they don't have stock in the back.

Amazing service! I always get a very welcoming greeting when I go into the store and all the girls remember me (some even remember my name) - super impressive. I always feel like an important customer and that I'm getting white glove service. I'd say that's excellent for an Urban Barn store.

We spent all day going from store to store looking for furniture for our dining and living room. We should have skipped everything else and just went to Urban Barn first. They were helpful, kind, not pushy, easy to shop with, and I can't thank them enough for making our visit easy. They even called us back after and gave us the option to get the floor model of one piece to save some money. I highly recommend them. You're going to pay a more than the brick or Leon's but the service and quality is worth every penny.

I love Urban Barn, but typically I find the staff at multiple locations not very helpful. Not sure why that is, but many times when staff have to go to the back, they appear inconvenienced. I have a bedroom set, 2 sofas, desk and multiple other items from this store, love this style. But not with my last experience with Elizabeth. She was over and above. I asked about a furniture item that was no longer on the website, she knew just what I was talking about and how to get me one of the last few available. Helped with cost and was excellent. I had called the week previous and spoke with someone else, they had no clue about the item, and hung up immediately. Elizabeth was very professional, so quick. I had curbside pickup almost immediately for another item she had.

Loved Stoney Creek location. Staff super helpful and professional. Merchandise very unique. Will be back soon. ️

Bought items online to be shipped to the store. It arrives fast, staff were very friendly and helpful. The painting I received was great quality and I am very happy with the purchase and experience.

Love this store, everyone working there is so nice and helpful! I have purchased countless gifts & home decor there, could spend hours looking at all the new items.

Great location. Lovely furniture and decor pieces. Store shows beautifully. Light and airy. Staff helpful and friendly. My new fav.

The assistant who helped us was very professional and knowledgeable and very helpful. It can be difficult to decide which sectional in which fabric to order and she helped make our decision an informed one, and the process much less stressful than it would otherwise have been.

When I entered, the ladies were very friendly and welcoming. Extremely helpful and knowledgeable about the furniture I was interested in. Overall a brilliant experience. I will definitely shop at this location again. A big shoutout to Christina and Michelle for making it a joy shopping for furniture during a pandemic.

Great experience. Store representative was extremely helpful and pleasant. Store itself was roomy and well displayed.

Excellent customer service. Very helpful and no pressure at all. They give honest opinions and are willing to help you. Love visiting this store.
Marlene

Some Interesting pieces.but for heavens sake, dont try to exchange anything after 30 days. You'll be up the creek. Some of the staff are friendly.others not so and need an attitude adjustment. And don't think you'll get help loading anything heavy into your car.you'll be on your own so bring a friend. Bottom line.there are much better places to drop your $.

My husband and I appreciated the excellent customer service that we received from Michelle, an Urban Barn employee. We're also very pleased with the storage item that we purchased from Urban Barn.

Urban Barn is my home away from home. I have purchased many items for my home at the Stoney Creek location. The staff are very helpful and friendly. I am especially impressed with Michele and the exceptional service I receive from her each and every time. Urban Barn is my favourite home store️

I always love shopping and UB whether its is for a gift or items for myself.
Some items are a little high priced but in all a Great Store.

Thank you to Marcella. She was awesome. I showed her a picture of my front hallway and how I wanted to change it. She was amazing the way she put thing together for me! My front hallway now looks amazing thanks to Marcella! She was so patient with me and she knew exactly what I wanted. I will definitely go back and ask for Marcella! Thank you Marcella my hallway entrance looks great thanks to you!

They didnt have the cushions I wanted but the store associates were friendly and helpful and guided me to the online store where I could get the cushions I needed. Will definitely be back.

Cheap furniture that cost a lot and bad customer service when you tell them that within a year their sofas have no more support! I will never buy there ever again and don’t recommend!

Decent selection of furniture and decorations for your home at decent prices. Store is kept clean and staff are very helpful. If you need some furniture to decorate your home then this is the place to do so.

I love that store. Best of all I can take my standard poodle in with me as I browse. The staff were very helpful in tracking down a particular item I wanted. But I came out with buying some farmhouse style napkins as well. There's always something that suites my style. Sandra

Went in during the day- first time at that location. Nice variety of items, however, I was not acknowledged whatsoever by staff. There were other customers so I get it, but I still think that they could have at least said hi. Doubt I will return.

Great staff, great customer service and products.
They went above and beyond my expectations. Was quite reluctant to start with and was quickly turned around from the quality and care of the store.
Will definitely go back for more interior design help.

I worked with Michelle at the Stoney Creek Urban Barn recently on a project for a client. She listened to my ideas and needs and directed me towards pieces I hadn't yet notices. She was tireless and very helpful! My client is super happy with the results. Her team mates were also very friendly and helpful. Thanks Michelle and the rest of your team.

It always makes my day when there is a trip to Urban Barn planned. As usual I found some home decor that would compliment my home. The staff are very friendly and helpful at this location.

Daniel was amazing at helping us pic out decor and pillows for our new house! So patient and extremely helpful.thanks so much. We will most definitely be back to this location.

With my first purchase here, I was pleased with the product, prices are reasonable and staff was pleasant

Love this store! I was able to accessorize my living room almost entirely here, and the prices are reasonable. The sales staff were very friendly and helpful.

Exceptional service even if you are just buying a candle holder! They are so interested in your design and taste. Thank you!