Urban Barn Kelowna - Kelowna, British Columbia

Shari W.

I recently went into Urban Barn in Kelowna and I have to share my experience. I worked with Deb who is the store manager there as well as one of the sales people Susanna. I purchased the Abbot bedframe (Gorgeous BTW) as well as the Sibley Couch. All went smoothly......we paid for delivery and when the Ryan and Rocky from AMJ (the delivery company they use) showed up to deliver the couch they really tried everything they could to get it down our stairs and into our basement. It wouldn't go. Ryan was literally apologetic....Typically the procedure is that they leave it with the client until you report into customer care but Ryan could see that since we couldn't get the couch to the basement that it would be living in our kitchen. So he said no problem I will wrap it and take it back for you and again apologized he couldn't deliver it, even though it was no fault of his own. He told us to go see Deb she was the in store manager and he was certain she could help. And HELP she did, she authorized waiving the restocking fee, told us the best way to get in touch with the customer care team was via email and she personally sent them a note on our behalf to ensure the return went smoothly. Can't thank her enough. One quick note, Customer care got back to us within 24 hrs so great experience with them too! I will definitely be going back to purchase more for our home in Kelowna from them! And their stuff is gorgeous and well made....Thanks for the excellent service to Deb and her team!

Sheenz B.

My experience at this location was profoundly disappointing due to the poor customer service. It was apparent that assistance was reserved for clients who fit a specific socio-economic profile, predominantly white individuals. On both occasions I visited, I wandered through the store multiple times before anyone acknowledged my presence. The staff congregated around the reception area, avoiding eye contact and making no effort to engage.

The only exception was an associate named Nicole, who kindly approached me and offered assistance. While her effort was commendable, it was overshadowed by the broader team’s lack of attentiveness. Such discriminatory service is deeply troubling and demands significant improvement.

On my first visit I rented four of their colour swatches at a cost of $89 as I was invested in doing business with them. My second visit was to actually purchase furniture as I’m redecorating my home. My husband and I stood there watching associates either stand around or pretend to look busy. One even walked past us and started cleaning a wall. This establishment should do better or indicate in clear signage that your service is restricted to a specific clientele.

gregory M.

Staff are so awesome. Busy taking care of the beautiful store and helping customers. Great advise, no pressure, talented employees who know the product and design. I found it so helpful from each and everyone who helped me. My girl was Anita but everyone else was also fantastic 🙂

Lesley E.

The staff at Kelowna Urban Barn are the best. That make you feel important as soon as you walk in the door. Thrilled with my Dorset rug and Candor floral toss. Looks great on Dolly the Chair. Thanks for the mask policy.

Sandi P.

Absolutely love my shopping experiences at this store! The staff are professional and really personable. We always feel welcomed back when we return. Love our Urban Barn products!

Valerie K.

Everytime I go into this store I get exceptional customer service and leave with beautiful decor! Thank you 😊

Ken B.

bought a sofa for our family room mid-April it was delivered to our Kelowna home. Eight months later after not too happy with our purchase, we went into the store and spoke to the manager to express that the sofa cushions had lost any firmness and were needing to be replaced. we can literally feel the springs bellow the foam cushions. The sofa gets used on average two hours a day and its just the two of using it and we're not heavy individuals.

The store manager said that we had to contact customer service .We sent an email and received a response two days later saying that it's a wear and tear issue and they couldn't do anything for us. it's not even a year old yet. Are you kidding me?

Store staff in Kelowna is nice enough but I'd steer clear of ever purchasing again from them. Premium price for unsatisfactory quality.

I just had a upholstery company re-foam put in the seat cushions today at a cost of $390.

Pat D.

Have bought many items from them over the past several years. Everything I have bought has worn incredibly well. The quality is exceptional. The service has always been great. Lots of parking and perfectly located. I’m always looking at the next item to buy.