Urban Barn Langley

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 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.

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.