We experienced disappointing customer service at this location. Staff did not greet or offer help/suggestions. I felt like an inconvenience to the sales staff particularly after I had selected some cushions from the display sofas and brought them to the cash desk to buy. One employee picked up the cushions and demanded I tell her where I got them from so she could put them back in their exact location. Her manner was accusatory and hostile--it was a strange interaction from a customer's perspective. Don't you want repeat and loyal customers? I enjoy sharing reviews that are positive--this is the first negative review I have posted. The customer service at this location was non-existent.

The Staff member who was ringing up my purchase was nice but I did not feel the Supervisor/Manager was very customer centric. I was very disappointed that if I ordered a piece of furniture and was picking it up from the warehouse I would be charged a 15% restocking fee. On a $500 piece that is not insignificant. If the store doesn’t offer the piece to see on display, I feel like some consideration should be made if it isn’t right. Especially if I don’t even take the piece away. The manager seemed to care less and didn’t even validate my concern. I don’t shop online to avoid these hassles, but I may have to now. Too bad Urban Barn.

BEST place to purchase pillows! I wanted a new fresh summer look in my master bedroom and these black & white jungle print pillows are perfect. They are crisp looking, soft to touch and good quality....AND they were on sale!!! The black Inala toss pillows behind were also on sale and frame the jungle print nicely. A total look with the Arden duvet set I already own. The staff at this store are SO helpful too, pulling stock and helping lay out ideas...I am a very happy (repeat) customer!!!

I feel like I may have a problem. 😂 Love this store. The staff is always so helpful and just overall awesome. I pick their brains all the time for design ideas. Always friendly and super helpful.

Experience was great staff was helpful and kind Thank you for being open

Very frustrating and disappointing experience at Urban Barn Langley today. Their associate was unbelievably rude on the phone when I called to ask if my item was available for pick up. I am 8 months pregnant and when I asked for help getting my 8’x10’ rug to my car they refused. When I asked if my husband could pick it up a different time they said only the purchaser of the rug can pick it up... In a world where retail outlets are closing at a rapid pace you would expect a much better service. Urban Barn has seen the last of me.

This has always been a really nice store! The staff are awesome and if you time it right there is often some great deals. The location is super convenient. Thanks for the awesome service!

I had a great experience with the in-store staff until delivery. Then, customer care was absolutely horrible and not helpful. I was not given options to resolve the issue. I thought I was supporting a Canadian company and was gladly giving them business but that’s not how we take care of our clients. Needless to say, customer care is more like nfg to customers and how inconvenienced they are with our services. Will never shop here again.

Awesome store. Strong Covid measures. Mask is required. Staff are amazing and friendly. Pricey- however everything is made in Canada (I was told BC specifically).

I recently purchased a Hershel Counter Stool in store during the recent 15% off sale they had. Once it arrived they called me to come pick it up. I took the boxed stool home and when I opened it up, it was not the same finish as the 2 other stools I had previously purchased. I brought photos in the next day and the helpful sales associate arranged an exchange and I would bring the other one back the following Thursday 24th. On Wednesday 23rd I received a call from the store asking if I wanted to keep the stool I had and get an additional 20% off since it was defective. I passed on the deal, for the money I was paying I wanted it to be right. On the 24th I brought the stool I had (in the box) back to the store and carried it to the sales desk. The sales associate then took it to the back and brought out the replacement stool in its box. I asked if we could open it up to make sure it was correct. While we were unpacking it, the Store Manager brought out the one I was exchanging and said she wanted to see the difference because she saw nothing wrong with the one I was returning. This was something she could have done in the back instead of trying to call me out for being wrong in front of everyone in the store. Of course the new stool was the same as the one I was returning which is not the same finish of the ones I had previously purchased, nor was it the same finish as the floor model several feet away from us. The Manager claimed the girl who did the exchange the week before told her the stool was discolored (it wasn't). I explained that it’s not discolored, its missing the coating, or sealant or whatever you want to call it. It had a matte rough finish, with extremely deep grooves. Her excuse was that its from a different batch and that’s what happens when you don’t purchase all pieces at once. I understand the concept of purchasing product like fabric items because of “dye lots” I wouldn’t say the discrepancy with the chair is because its a different batch. Maybe its the result of the popular “skimpflation” that businesses are trying to get away with. Skip a step (final coating) save money but charge regular price. I then asked since I had no choice unless I wanted a completely different stool, could I purchase the floor model with the additional discount that was offered. She said no there's nothing wrong with it. I asked why the chair surfaces were so different, she said the floor model had wear and tear. A minute before that she had said theres nothing wrong with the floor model then suddenly it doesnt match because of wear and tear? Either the stool (regular price $449.00 each) is of such poor quality that occasional usage in a showroom can cause so much filing down of the wood seat and a magic coating to appear or she didnt want to admit she was wrong. I did not appreciate being made to look like a fool in front of other customers when I know I was in the right. If I was wrong I wouldnt have bothered talking with the rude Manager. I had my 15 month old with me, I didnt necessarily have time to be standing there arguing with a rude Manager that has zero customer service skills. I said I would be doing them a favor by taking the floor model so that they could replace it with the “new batch” version as people are purchasing these expensive pieces based off of what they are seeing in stores and what is online, both product photos and customer photos. The final delivered product is not what is being advertised. I had visited Abby, Langley, South Surrey and Poco multiple times before purchasing and all locations have the exact same stool with same (coated) finish. I am extremely disappointed with my experience with the Langley store, after making 3 trips in total with a 15 month old to wind up with a floor model that in the managers words “has wear and tear”. I paid the same price for a worn and torn floor model as I would have for a brand new one. I would suggest shopping at local Family Owned businesses who offer exceptional service and far better pricing.

I love the stuff they have. Very modern and trendy.

Visited solely to try an Endy. Was happy to see strong covid measures in place and actually enforced. Great job guys.

Phenomenal Staff, my entire home has now been furnished by this store. The staff all go above and beyond to welcome you and help in any way possible. Purchased my first Urban Barn sofa 5 years ago, I now have several sofas, drapes, bedding, cushions, all great quality. Massive thank to David and his team!

I love this store! The staff is absolutely amazing too! They always go out of their way to help and make sure that my selections are exactly perfect for me! Thanks for everything ladies. See you soon!

My order was placed and received in store on the date given. One cashier did the transaction for the pick up. While waiting for this another cashier rang through my 4 cushions. House is looking so comfy now.

Amazing and Knowledgeable style savvy staff. Great items!

I went in to return an item with a manufacturer defect that I purchased from their online store - and even though the location gained nothing from helping me find a suitable exchange, they went above and beyond! They helped me track down the correct invoice number (I only had the order #) and when I decided on a replacement item, they opened the box and helped me inspect it to ensure there were no defects on this one. Everyone was pleasant and the experience was great! Reminds me why I should be buying this stuff in-store in the first place rather than online lol...

BUYER BEWARE! I spent thousands of dollars buying furniture at urban barn and they will not replace my cushions for my mondo chairs THAT FELL APART IN THREE YEARS OF USE. They sell you on the claim of extended furniture warranty and they don’t follow through. HORRIBLE CUSTOMER SERVICE

My husband and I had a great experience shopping here. Lindsay helped us out and did such an amazing job! She was super helpful, very knowledgeable, had great ideas, and was very accommodating as I moved furniture around in the store to see how things looked together. In the end we bought a sofa and chair, a bed, an ottoman and some decorative pieces. Some of our items took a few days to arrive. Upon pickup, Lindsay and her staff were super helpful packing things up for me and helping me to the car. Definitely my new favourite store! Thanks Lindsay!

great staff, great stuff

This is absolutely a favourite place to stop and shop. The staff that work here are incredibly friendly and helpful. Love that they are dog friendly, as well. My little pup always gets spoiled with treats when I pop in for a browse.

Absolutely delightful experience! Super busy store.

good furniture, good prices and excellent customer service

Great staff were not pushy and excellent value

Recently I bought a couple of items at urban Barn langley location . I love visiting the store the atmosphere is inviting and their staff are always helpful and friendly. I am extremely pleased with my Artwork, wall clock and stools.

Very disappointed with the service with this store. We bought a custom sectional in July 2021 (paid for it in full) and were promised delivery the third week of October. We had also purchased several other furniture items for our new place. After several delays and many phone calls, the sectional is finally being delivered the last week of November. We paid for threshold delivery and asked for the store to upgrade us, as a good faith gesture, to compensate us for the extended wait time on delivery (so they would set up the sectional and take away the garbage). The manager refused to provide us this $100 upgrade in delivery services. We spent a considerable amount of money in the store and were surprised by the lack of caring. We will not be purchasing anything else from this store.

Jordan from the Langley store provided amazing design suggestions and was instrumental in helping me select a new couch and chair for my space!

Found an amazing dinning table. A sales associate named Gina provided excellent service and she gave us great input! We will go back to shop again for sure.

First time visiting and making a purchase at the Langley Urban Barn. Good product selection like at other Urban Barn locations, but what stood out for me was the staff. Attentive, friendly, helpful, and good customer service. Store manager Ajal was especially notable. Thanks.

I ordered a sideboard on September 15 which they said was in stock at the warehouse and I had access to a pickup truck at that time. I still haven’t heard from the warehouse so I called the store today and spoke to a young lady. She said that they emailed me twice but I never received an email saying it was ready although I am receiving marketing emails. She was going to look into it and call me right back. I’m still waiting for her to call me back. My son has gone back home so I no longer have access to a truck to pick it up. Not impressed with the customer service. Update: customer service called me on October 6th and apologized. They offered to have it shipped to me for free.

The staff in particular one of the girls was very rude. I wish I had her name but I have no clue why she behaved that way. I was dealing with a different rep and she took over the transaction and than started helping others and asked me to wait. Took me 45 min to pick up an online order. and the reason i do online shopping is to avoid wasting time in store.

I do not want to give any stars, but to submit you have to give it 1 star🙁 Customer service is extremely poor. I have been trying to contact customer service for over 1 week. I have sent 2 emails and 5 live chats-which according to the live chat they will be with you in 1 min. This is unacceptable to not respond to a customer!

Urban Barn makes such amazing quality products at such a reasonable price point! The team at this location is always so welcoming and patient. They help me design my space and gave me expert advice. Super knowledgeable and kind :)

I get what I need, no fuss. It's great. I've never had a bad experience here, so I felt I had to leave this review. Keep up the good work!

Ordered a large clock in the store. They said it would be one week for pick up. Got a e mail the day that it was supposed to be picked up that it was out of stock for 2 months. I don’t mind that but could they have not have told me that when I bought it? Also tried to get a refund, as I will buy somewhere else, and was told I had to go back to the store. Could they not do this over the phone and credit my Visa? This was very inconvenient for me and trying to limit my exposure during COVID. Poor customer service.

Very helpful and friendly staff.

Unfortunately, thought they advertise quality, the furniture is poor quality. We purchased a couch here and an extended warranty, 2 years in and various issues later, each one has been rejected as a warranty claim. Legs constantly come loose, seams burst in pillows, nothing but the runaround from them. If you are purchasing furniture here, beware poor quality, and don't bother with the warranty- its a scam.

Nice selection of furniture.. however we though prices as per the quality was on the high side. And only seen one reclining chair in whole store..

Love shopping here! So many colours and amazing decorating ideas. And dog friendly too!

Received excellent customer service by Gia, she gave me so much valuable information. I will definitely be buying all my furniture and accents from this location. Thanks for all your help so far!

excellent service excellent prices comparing with the quality. I bought a blue wall art. Staff were really kind.They made sale on this wall art and matched the price. Thank you guys recommended☺️

It was once Dog friendly, but no longer. I was not allowed to enter carrying my 12 week old 3lb puppy on a 35 degree day when leaving him in the car was obviously not an option. Apparently no dogs for COVID reasons. Not sure about the science on that one... Happy to wear my mask, etc. But other stores were more than welcoming of my puppy recently. I have been a long term Urban Barn customer and write this review from one of their Nest chairs as we speak, but this policy, the lack of empathy, and the way it was handled has turned me off the brand.

We bought a couch from this store expecting a decent quality piece of furnture. Part of the reason we purchased here was the warranty. The cushions are now coming apart at the seams, and warranty won't cover it. We've now had several issues with the couch. Poorly constructed and poor service with the warranty = will never buy from here again.

The staff was helpful and polite

Very helpful and honest staff.

Overpriced

Very dissappointed not to accept returns past 14days at this time of pandemic. The manager in langley store did not even offer store credit.

I can not say anything but good things about the staff at this Langley location. I needed a part for my discontinued clock that was purchased there, Kate went way above and beyond to find the part for my Echo clock. She was prompt, polite and honest. Thank you Kate. And to all the girls at this Langley location. :) :)

Great stuff. Love the place.

Disappointed you don't open until 11? Most people have been up and working for hours by then.

Havent been here!

I love the store in South Surrey and Langley, I always find what I am looking for. Service is as usual great.

Always love this store. I have gotten a number of things here and I love them all!

I love this Urban Barn Location! On it's own Urban Barn has really cute stuff. But the customer service of the staff here is amazing!. I've dealt with them on several occasions. They are helpful and kind and full of personality!

Justin was amazing to work with!

I purchased 2 throw pillows for my couch but there seemed to be an element missing that I could not put my finger on. I took a picture of my couch with the pillows and went back to my Langley store to ask for suggestions. The sales associate (#5021) suggested I add a floral print pillow that pulled all the couch and room colours together. That was exactly what was needed. I am very happy with the new look. Thank you!

Unhelpful, with no spare parts available to order.

Very expensive...