ComplaintsforUrban Barn (Crowfoot)

• Initial Complaint

  28/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased two chairs from Urban Barn on Aug 9, 2022. When the chairs were delivered in late August, we realized that they were not a good fit for our space. On Aug 28 we completed an online Contact Form to arrange to return the chairs to the Urban Barn warehouse. On Sept 4, seven days after submitting the Contact Form, we received a response from a ************* Representative (CCR) who provided directions on how to return the chairs and asking if we would like the chairs to be picked up (at a cost) for return. We responded to the email immediately asking for the chairs to be picked up by the moving company and asked for additional information on how we could initiate the pick-up. On Sept 7 we received a follow-up email from a CCR indicating that they started the returns process for us. We were advised in this email that we would have to contact ************* (CC) again once the chairs were returned to arranged for our refund via an eGift Card. The chairs were returned to the Urban Barn warehouse on September 15th. On Sept 17 we sent a follow-up email to CC requesting that our eGift Card (refund) be issued to us. On Sept 27 we sent a second email to CC requesting that our refund be processed. On Oct 1 we completed another online Contact Form requesting that our refund be processed. On Oct 8 we received a response from a CCR indicating that our refund would be sent to us no later than Oct 11 end of day. The refund was not received.On Oct 15 a second email was sent to CC requesting that our refund be issued. We were advised that Urban Barn was having systems issues and that the refund would be sent by Oct 17. On Oct 21 we sent a third email to CC requesting our refund. As of Oct 26 we have not received a response to this email.The customer service we have received from ********************** Barn is unacceptable. We are requesting that they money we are owed refunded by Urban Barn in the form of an eGift Card be refunded immediately. Sales order: ********.

  Business response

  01/11/2022

  Hello ******,

  First, I am so sorry for the experience with this return, this isn't the type of service we want our customers to receive but clearly that is what you received.  I am so sorry!  We have been having issues with our gift card system in general and are working diligently with our web team to resolve them so customers can once again send, receive and use e-gift cards without issues, however this fix is taking much longer than originally antipated.

  I do see that our store was able to issue you a physical gift card as of Nov 1, 2022 which is great.  I will continue to work on resolving this gift card challenge so it no longer impacts future customers.

  I will also send over a $100 Urban Barn gift card just an as apology for this experience.

  Thank you!

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

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