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. read more

Love UB. Everyone in the Kelowna store is uber helpful and friendly. PS - my first couch purchase was in 2004 and I still own it and it has stood the test of time unbelievably well. Their chachkas are much better quality than the product at home sense. Love love love and yes will shop there again and again and again read more

The store manager Deb is the best. Very professional and always ready to help. All the staff are great. They know their stuff!

I always have found the Kelowna store staff friendly and helpful I just bought a floor model sofa and chair Very quick efficient service even though the store was busy I like this store !! read more

The store staff seems friendly enough and this rating is not reflected on the store staff but more the company and my online experience. I had ordered nearly $7,000 worth of items from Urban Barn in a single online order to be delivered to my home in Kelowna. A week later I received a call that everything was ready to go with the exception of a key box which would later be shipped to me as it became available. No big deal, I approve the delivery and things are good. Delivery comes and lo and behold, 6 items are missing. Delivery people have no clue why items are missing (probably contracted and have nothing to do with UB). Later that day I find out the echo wall clock (1 of the items delivered) is malfunctioning. Mind you this is a $300 item that uses a $1 clock mechanism made in China so no surprise there, but I digress. I call in and speak to someone that same week (Friday to be exact). I explain the situation, the missing items and the item I want to return and get refunded. She tells me she is writing some notes etc etc and will call me back after she speaks to her manager. I don't hear back that day nor the weekend. I call in on Monday and someone picks up that I know just from the tone of their voice are going to be horrible to deal with. For a moment I consider hanging up so I can get someone who can properly pronounce and separate words when speaking but I already waited 5 minutes so I give it a shot. I explain I spoke to someone on Friday and never heard back. To my surprise there is no record of that phone call, none, it's as if I never talked to anyone that Friday. Great! So I explain the same thing to this individual, after 20 minutes of monotone, couldn't-care-less attitude I finally find out that they sent the one box containing the missing items somewhere else and now it's on the way to the warehouse which will call me 48 hours after it arrives there. Yea ok, not holding my breath on that one. Moving on, I mention the echo wall clock. I offer to return it to the Urban Barn here in Kelowna or tell them they can come pick it up. They ask me to take a picture. I explain it's the mechanism inside that is messed up (making noises etc) but they insist I take a picture of the clock (LOL?) and email it to them. Despite it making zero sense I just go along with it. I am then told I will get a call back as soon as they get the picture via email. Well, it's been an hour since I emailed that picture and once again I doubt I'll get any kind of follow up. Pretty sad state of affairs. I won't be doing any kind of business with Urban Barn moving forward and I would urge others to stay away from this company. If you can buy it in the store then that's your best bet. Otherwise god speed on your deliveries and pray you don't have to speak to anyone at customer service. read more

Always shop here. Great selection. Have never had any issues with ordering items. Everything has always arrived on time, well packaged and as described online. The staff is very helpful in the Kelowna Location. read more

I bought a leather sectional here over 5 years ago and still love it, but the process of ordering and receiving it was tedious and service awful. Now, years later I have visited the store twice this week. My first experience was trying to purchase something displayed in the showroom. The computer said there were 2 in store. The clerk could not find them, and could not sell me the demonstration model. After waiting a very long time, I was told I could pre-purchase. This time, there were troubles getting my order into the computer. As I had already spent a long time there and had to rush, I was told a new shipment would arrive Wednesday. I came back. They were opening the order as I arrived, and a very indifferent manager spoke right over me at her employee telling me that there was likely only orders available for people who pre-bought. Rude. Lack of service. When management lacks manners and customer service, I am afraid it reflects poorly on the whole store. I'll definitely pass next time. read more