Complaints

This profile includes complaints for Urban Barn Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Urban Barn Ltd. has 20 locations, listed below.

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• 

  Urban Barn Ltd.

  1 4085 Marine Way Burnaby, BC V5J 5E2

• 

  Urban Barn Ltd.

  3142 Clarence Ave S Saskatoon, SK S7T 0C9

• 

  Urban Barn Ltd.

  #7 - 1585 Kenaston Boulevard Winnipeg, MB R3P 2N3

• 

  Urban Barn Ltd.

  2500 4 St SW Calgary, AB T2S 1X6

• 

  Urban Barn Ltd.

  #120A - 3200 Island Hwy N Nanaimo, BC V9T 1W1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the table in the clearance section. The female store manager specifically told me in front of my husband that there was nothing wrong with the table. She said it was not defective. She said it was on clearance because it was simply old stock. Never did she mention that the wood would begin to crack after a couple of months. The table is rarely used so its not like it is reacting to wear and tear. Theres just my husband and I that use it. Regardless of how much we paid for it, Urban Barn should stand by their products! When you mention what we paid for it and that the clearance price forfeits any warranty, it cheapens the quality of your store as a whole! I want this issue escalated to the executive level please. Im not going to drop the issue because we went out of our way to shop at your store only to get a crappy product that is literally cracking as we speak. The main basis of my argument is that we were specifically told that the table was not defective when in fact it is.

  Business Response

  Date: 19/02/2025

  We understand the customers concerns and appreciate them reaching out.
  
  As previously mentioned, the table was purchased as a Final Sale item in As-Is condition, which was acknowledged at the time of purchase. At the time of sale, a waiver was signed confirming that the item had no warranty, and the customer accepted the purchase under these terms. This means that although there was nothing wrong with the table at the time of purchase, the waiver also acknowledges that they have waived any rights to file a claim later, as there is no warranty coverage. The significant discount of $1,200 reflects this understanding.
  
  While we regret that they are experiencing issues with the table, we are unable to provide repairs, returns, or exchanges for clearance purchases. If they would like to explore repair options, we recommend they reach out to a local furniture technician who may be able to assist.
  
  We value their feedback and apologize that we couldn't offer the resolution they were hoping for.

   

  ******** *******

  Manager, Customer Care

  Customer Answer

  Date: 19/02/2025

   
  Complaint: 22938918
  
  I am rejecting this response because: I NEVER signed any such document as mentioned in their response. My husband is a secondary witness, and the female store manager told us that the table was not defective or damaged except for a few tiny scratches. Additionally, the female store manager and a female sales associate told us that the table was deeply discounted because it was old stock. Who in their right mind would buy a $500 table that is cracking and its splinters could physically hurt the owners?
  

  Business Response

  Date: 21/02/2025

  Hello,

  We understand your frustration and appreciate the opportunity to clarify our policies.

  The table was purchased as a Final Sale item in As-Is condition, which was acknowledged at the time of purchase. As part of this process, a signed receipt confirmed that the purchase was made with the understanding that the item was not covered under warranty and was non-returnable. For reference, I have attached a copy of this signed acknowledgment.

  We regret that you are experiencing issues with the table. While the item was not defective at the time of sale, natural materials such as wood can respond to environmental factors over time. Unfortunately, as this was a clearance purchase, we are unable to offer repairs, exchanges, or refunds. If you are looking for repair options, we recommend reaching out to a local furniture technician who may be able to assist.

  Additionally, more details regarding our Final Sale policy can be found on our website:

  Final Sale Items
  All floor models, reduced as-is pieces and items with a price ending in $0.97 are final sale, therefore not eligible for refund or exchange, and are not offered under warranty.

  ********************************************************************************************************************

  We value your feedback and are sorry that we couldn't provide the resolution you were hoping for.

  ******** *******
  Customer Care Manager

  Customer Answer

  Date: 28/02/2025

   
  Complaint: 22938918
  
  I am rejecting this response because: I was sold a table that is now cracking and could be hazardous to my families health should splinters hurt or cut any one of my family members. Urban Barn should stand behind their products regardless of price of product.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:16/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 Bronx sofas in August 2024. The first sofa was delivered but the second one had a broken spring, so I ended up having to wait another 3 weeks for the replacement. I arranged to be home (took time off work) to accept the fixed sofa. Drivers came and said they were there for an exchange. I told them I was expecting my second couch. They said they had the couch with the broken spring. So they were trying to take my good couch and bring the broken one. Called customer service to complain and the lady cut me off telling me ah ah like you would a dog. Took another day of work 3 weeks later for the new couch to finally come. Drivers brought it in but didnt assemble protective feet and scratched my floor - a new build I just bought 3 months ago. New couch 1 week later had a cushion that cant zip as its broken. Both couches are pilling so the fabric looks awful. All Ive been offered is a refund of the white glove delivery fee. I am beside myself at how awful this is and continues to be. I feel there should be more compensation. Will never shop here again and will be warning everyone.

  Business Response

  Date: 23/12/2024

  Hello,

  We are sorry to hear that this customer has experienced issues with their sofas and we have worked to address the issues that were brought to our attention.

  Upon learning that one of the sofas was damaged during transit, we arranged for a new sofa to be delivered to the customer. This took some time as a new sofa was not immediately available. We processed a refund to their original payment card for the full delivery amount ($199 plus tax), and offered a $75 store credit for the experience. The customer requested the $75 credit be issued in the form of a refund which is outside out policy. 

  We also offered to replace or repair the cushion cover that was showing some pilling however we did not hear back from the customer in regards to this offer or the $75 store credit.

  In terms of the damage to the customers floor, no photos were provided to us however we would be happy to look into this further and work toward a resolution. 

  On December 18th, we offered the customer a full return and refund for both sofas if that is how they wish to proceed, but have not received a response.

  Please note that pilling, while alarming, does not indicate excessive wear or an inferior fabric. Pilling simply occurs as a result of friction on the fabric surface, which loosens fibers and tangles them. Sometimes the pilling appears and then disappears after a further period of use. e advised the customer that the best treatment while pilling is happening is simply to shave the cover with a battery-operated furniture or sweater ****** to remove the pills and restore the look of the fabric. This may need to be done several times, but the pilling on the surface will begin to diminish and ultimately stop over time. 

  Thank you.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The couch that I received was not of the same calibre as the floor model, where I purchased my couch. When I unpacked it, there were wrinkles all over the cushions, particularly on the bench seat. I selected this couch because it had clean lines and did not have a saggy appearance. But the couch I received, was wrinkled right out of the box, and only looked worse when you sat on it. It was not adequately stuffed. I have no complaint with the couch structure, and I asked the store to replace the cushions, and they refused. They kept telling me to fluff and rotate the cushions, but there is no amount of fluffing and rotating that can make my couch cushions resemble those of the floor model. The quality is not the same as you can see from the pictures. My couch is at a cottage that is only visit on weekends and has seen minimal use by my husband and me. The store where I purchased was a very busy store that saw a lot of foot traffic. It does not make sense that my barely used couch looks so old relative to the store model. It had only been unboxed for a couple of months when I took these pictures.When I asked them to replace the cushions, they told me that theyve stopped working with this supplier, which tells me that there was an issue with the supplier from the start. Urban barn Does not take accountability for their product or do what it takes to make it right. If they cannot replace the cushions to the same calibre as those in the pictures shared from the in-store floor model, then I would expect that they would cover the cost for me to have my cushions professionally stuffed. This was an expensive couch and it looks awful in my new living room.

  Business Response

  Date: 23/12/2024

  Hello,

  We understand this customer's concerns and we have done our best to address them and provide the information required to keep their sofa looking it's best as seen in the attached email. Sofa cushions may appear to be wrinkled or slightly misshapen upon opening as they may have been wrapped and compressed in the packaging they arrived in. After looking at the photos, we have deemed that the sofa needs more maintenance and the wrinkling is not due to a manufacturer's defect. 

  Looking at the photos provided by the customer, their sofa appears to need regular maintenance to maintain its shape as is performed in store daily. Flipping and rotating seat cushions and back pillows regularly will help distribute wear and increase longevity. Bench seat cushions like this sofa has will stretch and wrinkle with regular use. The customer can easily restore the appearance of the long seat cushion by smoothing the surface and tucking excess fabric into the sides of the seat or back. This seat will wrinkle with use as seat has a larger surface area and the fabric cannot be pulled tight over the cushion as this may result in rips if the fabric is pulled too tight. For the same reason, the cushion should not be filled more than it already is.

  This sofa was a part of our quick ship, imported collection and has since been discontinued. This item was not discontinued due to a defect or concern with the piece, but rather to make room for new items in our collection. Replacement cushions are often not made available from manufacturers of our imported pieces.

  Thank you.

  Customer Answer

  Date: 31/12/2024

   
  Complaint: 22653614
  
  I am rejecting this response because: There is no action available to me apart from incurring the cost to have my couch professionally repaired, that will make my new couch come close to resembling the urban barn store model. I specifically selected this couch model, because if its clean lines. I visited the store often. I sat on the couch each time and it was never wrinkled after I got up. This is very evident when viewing the pictures I included of the store model relative to the one I received. The store model was clearly of a superior quality. The only way my couch will ever resemble the floor model would be if I were to have it professionally stuffed and steamed. NO amount of fluffing and flipping the cushions has impacted the very deep wrinkles that arrived with the couch and have been impossible to remove. Believe me, I have fluffed and rotated since receiving, and this is NOT not a viable solution to this defect. Urban Barn does not take ownership of their defective product, they are not concerned about repeat business, and definitely do not have a client first ******** mind set as evidenced by the many other complaints listed on this website. The fact remains that they have discontinued this couch, and have no intention or perhaps even the ability to correct this situation. I didnt ask for a new couch or for my money to be refunded. I simply asked that they replace the defective bench cushion and three back cushions, however, this seems insurmountable for Urban Barn. They have my money and do not take this forum or valid complaints seriously, offering nonsense suggestions to placate rather than real solutions that might impact their bottom line.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:25/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ******* sectional from the ******* location on August 30. At the time of purchase I was informed that the couch would be delivered at the end of October. On October 14 I contacted the business via their online chat option as I had not heard anything from the business. Only then was I advised that my order would not be fulfilled until December. The agent I spoke with was not at all apologetic and tried to claim that I had been told that the couch would only be delivered in December which is completely untrue. I submitted a complaint to the company on the same day through their ******************************* page and yet again it has been radio silence. I am now out $3500 with nothing to show for it. I am supposed to be having family stay with me from out of town in November, however without the couch I do not have anywhere for them to sleep. I am extremely disappointed with Urban Barn's lack of communication, and lack of remedy.

  Business Response

  Date: 30/10/2024

  We have reached out to the customer to clarify information about their order status and ***, and also to apologize for any miscommunication regarding their order that was relayed by the representative through Live Chat on October 14th. 

  We have informed the customer that the estimated time of arrival for their order is still the end of October as originally quoted. We have also informed the customer that they will be contacted by the first week of November to schedule their delivery.

  We did not receive the Contact Form the customer mentioned they sent in after their Live Chat experience. We have asked the customer to provide a case number that is sent to customers by email when a Contact Form is successfully submitted to our ************* team so we can look into this further.

  We have also clarified the *** information that is shown on our website for some products that are backordered as this was a point of confusion in the original Live Chat conversation.

  In the event the customer needs further clarification or assistance with their order, we have invited them to reach out so we can assist them further.

• Initial Complaint

  Date:27/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reached out for warranty support on 9 August 24, along with photos. Warranty disallows any attempt of cleaning by customer. Sent additional information as requested on 15 August. Cleaning occurred 29 Aug (3 weeks after initial reachout). Cleaning involved a residential bissell portable cleaner - something I already have and could have done 3 weeks ago to avoid the smell setting in. Instead, the stain and smell sat for 3 weeks waiting for a low quality cleaning.Have reached out on 31 Aug, 4 Sept, ******************************************** No responses.Issue: Now I am stuck with fabric with smell set in because I had to wait 3 weeks for a poor cleaning. I wasnt allowed, under warranty, to do anything but told to wait 3 weeks. Expected a professional cleaning. Did not get that.Claim ******** ************* purchase order number Plan# ************ - Furniture Claim [t:24575555397]

  Business Response

  Date: 10/10/2024

  Thank you for bringing this matter to our attention, and we apologize for any inconvenience youve experienced.

  
  We have logged your complaint regarding DK for further review. We will evaluate the situation to better understand how Diamond Kote can improve their processes and assist our customers more effectively in the future.

  
  We understand your frustration with the warranty process and the delays you encountered, especially in regard to the cleaning of your furniture. We regret that the cleaning did not meet your expectations and that the smell and stain have persisted due to the wait.

  
  We appreciate your patience, and we will ensure your feedback is shared to help improve this service in the future. Should you need any further assistance or have additional concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22348423
  
  I am rejecting this response because

  this is a warranty you provided to me. Your sales representatives use it to help sell your products.
  You chose to outsource the warranty to a third party.  I feel you are therefore responsible for your third party subcontracts. 
  
  Sincerely,
  
  *** Mannoly

  Business Response

  Date: 23/10/2024

  Hello,

  As explained to the customer during our phone interaction on October 3rd, They will need to reach out to Diamond Kote directly to escalate the matter. If they are unable to get the smell/ stain out of the Sofa, Diamond Kote will then contact Urban Barn to resolve this further. We currently do not have any contact from ************ regarding this claim. I urge the customer to contact Diamond Kote to escalate the matter so that it can be resolved. 

  Thank you.

  Customer Answer

  Date: 24/10/2024

   
  Complaint: 22348423
  
  I am rejecting this response because:  This is the warranty that YOU use to sell people furniture on.  It is misleading and is a poor value associated with your brand.  You are making customers have faith in your furniture because your sales people offer this warranty.  This provider is YOUR choice.  You have to stand behind your suppliers that you choose to represent your post-sale service.  You must have some sort of contract or agreement with them otherwise you wouldnt be advertising that this warranty exists.  I feel you are selling something that is poor.  That is what I would like you to acknowledge.  I like your products.  I tell others about them.  I show them off.  But this experience has really tarnished my outlook on the company.  I will be visiting the store and telling the sales people my story (and a highlighted warranty document that is very much in the favor of your supplier), in hopes they do NOT use it as a sales incentive.
  
  I am further disappointed that you have not offered to make this right in ANY way.  The LEAST you can do is offer to replace the fabric on the cushions.   At your cost, the 5 cushion covers are probably VERY low.
  
  *** Mannoly

  Business Response

  Date: 05/11/2024

  Hello,

  
  The customer spoke with management via phone call on October 3rd, we advised they will need to contact Diamond Kote directly to escalate this issue. If they are unable to remove the odor or stain from the sofa, Diamond Kote will then reach out to Urban Barn for further resolution. So far, we have not received any communication from Diamond Kote regarding this claim.

  
  For reference, our Diamond Kote warranty details are provided at the time of purchase and can also be viewed anytime on our website here: ******************************************************. We encourage the customer to follow up with Diamond Kote to ensure this matter is addressed. Diamond Kote can be reached via email at ********************************* or phone at **************.

  
  Thank you.

• Initial Complaint

  Date:22/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc and I recently purchased a floor model bed frame from Urban Barn at the *********************** location in ******** (**********************************************************************). The purchase was made on June 26th 2024, and despite paying for delivery with a promised timeframe of July 2nd-5th, the bed frame was not delivered until July 15th.Upon arrival, we were dismayed to find the bed frame in an unacceptable condition: it was delivered dirty (it's a fabric material and it had dirt stains on it), and it's missing the main supports (parts G and parts H shown in the attached picture). This rendered the bed frame completely unusable as it would collapse without those components.Despite numerous attempts to resolve the issue, including contacting what we believe to be their store manager, *****, and reaching out to customer support, we have encountered a frustrating lack of assistance and no resolution. As a result, we are left with a $1000 bed frame that we cannot use and are sleeping with our mattress on the floor as we sold our previous bed frame with the intention to use our new one.

  Business Response

  Date: 26/07/2024

  Hello,

  We have received the complaint in our ************************ and we are working with the customer to resolve the issue. 

  ********

• Initial Complaint

  Date:05/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered furniture May2, 2024. Couch and chair were in stock, loveseat was custom. Paid $199 delivery fee.Was told it would be delivered in 4-6 weeks. Called several times and was told someone would get back to me. Nobody contacted me to say the order was delayed to July 12, which is what they told me over the phone now.

  Business Response

  Date: 22/07/2024

  Hello,

  I have spoken with ***** and provided an apology as well as compensation for the lack of communication. I will ensure to provide this feedback to all parties involved to avoid an experience like this for our customers in the future. 

  Thank you,
  ********

• Initial Complaint

  Date:29/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a table from Urban Barn. They delivered the table with the wrong legs attachment. Have been trying to refund over three weeks with no resolution. Store will not help as they said I must work with online email customer service.

  Business Response

  Date: 07/03/2024

  Hello, We have been in contact with the customer. We are unable to process a refund for items until they are returned. This was returned on March 5th and we have reached out to the customer to process the refund. The refund will be completed as soon as the customer contacts us back. Thank you.

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21363345
  
  I am rejecting this response because:

  I had to wait over 4 weeks before UB started the return process. I had no way to return the items until they contacted the delivery company. It is the delays and fault of UB that took up all the time with me not getting a refund for the DEFECTIVE table that they sent me. Never received an apology for their fault that started this whole issue. 

  Sincerely,
  
  *********************

  Business Response

  Date: 12/03/2024

  We sincerely apologize for the delay in our warehouse contacting the customer to schedule the return. The customer has been refunded in full and the case has been resolved. Thank you.

• Initial Complaint

  Date:29/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  june 9 **** since we got it(carpet) we only used a *********** ****** ******** 2 to 1.All we found in collector bin was white dust and carpet fibures every time we used it.we gave these to store person and were told they would look into it .LAST week i received an E mail said that it was due to wear due to traific and they said none of any other rugs had complains??????.We are only 2 people in appartment with some guests no pets. It looks to us they do not care. just take our money.They can have the carpet back and give us our money back.The bill in my wifes name it is ************************ am her husband *************************

  Business Response

  Date: 05/02/2024

  Hello,

  We are currently in communication with this customer regarding the rug purchase made approximately six months ago. Given the nature of the rug being crafted from 100% viscose, the wear observed is considered normal wear and tear. Despite the purchase falling outside the standard return period, we are committed to ensuring customer satisfaction. In an effort to address the situation, we have extended a goodwill gesture. The customer has been offered a choice between a discount refunded to their credit card or the option to receive a Gift Card.

  Thank you.

  Customer Answer

  Date: 26/02/2024

  Have declined the offer (105 cash or145store credit) yesterday 

  Business Response

  Date: 07/03/2024

  Hello, We have connected with the customer and reiterated our offer. We are not able to offer a full return and refund as it has past the return policy period and there is no warranty on this product and it is also not showcasing any manufacturing defect. The customer has been offered a choice between a discount refunded to their credit card or the option to receive a Gift Card.
  

  Thank you.

  Customer Answer

  Date: 08/03/2024

   
  Complaint: 21216278
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  they said they did dilligence with carpet *** and looked at pictures sent. if they were dilligent they would have sent lockal store manager

  to see carpet . we would be ok with $ ******.as the store sat on (4 months) that this hope that we would go away

   

   

• Initial Complaint

  Date:25/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled order but won't return my phone calls or my money.I ordered a lamp 11/11/23 from the Stittsville (******) Urban Barn store. At the time of purchase I was told I could cancel the order at any time - to just come back into the store. Half an hour later I purchased a lamp in another store and I went back to Urban Barn in order to cancel my order. I was then told that they cannot cancel orders -that I would have to call head office to do that. I did that the following business day and after two phone calls and lengthy discussions, they said they "figured out how to cancel the order". However, the charge has remained on my credit card. I have never been credited financially for this cancellation. I have made 5 phone calls to them to resolve this issue. Each time I have been given my case number (********) and told that I will be called back or emailed the next day with a solution. I have never been called back or emailed by them. "The cheque is in the mail" has been their repeated response. I have been waiting months for the "cheque" but I also feel I should have received a credit on my credit card - the tender used to purchase this item. I have asked to have a manager call me which they have not. It is now over two months since my original order was cancelled and I have spent countless hours on the phone trying to resolve this issue. I now have had to involve the credit card company to attempt to get my money back. A customer should not have to fight for a refund that they clearly qualify for. It should have been processed as soon as the order was cancelled. I want the refund that I am *********** and I want it quickly.

  Business Response

  Date: 05/02/2024

  Hello, This complaint has been resolved and the customer has received their refund cheque in the mail. Thank you.