Urban Woodcraft

Excellent customer service. We spoke to 3 different people during our search and each of them went out of their way to assist us. They went above and beyond to ensure we were happy with our door selection. We are very happy with the quality of our barn door.

The quality of the wood of the products I ordered seem great and I spent a lot of time researching about the type of wood and product I want before settling on these purchases. But, we did have some concerns during the the last 7 months after I put the order through in November 2020 because we had not gotten the products we ordered in a timely manner and felt like we were getting evasive answers about the status whenever I called to check in on the status. Glad to have gotten a call from Caz today after I expressed my frustrations and he went into detail about the shipment process, provided clarity about reasons for delay, provided much needed transparency and was able to restore my confidence. As a customer, I appreciated that a lot.

We found the perfect barn door for our newly renovated basement ☺️ The sales & warehouse staff were all super nice & helpful! They offer high quality products and service! We were very pleased and would definitely recommend

The quality and beauty of the furniture purchased far exceeded my expectations and they are truly pieces of art! The entire buying and delivery process was seamless and straightforward, through the help of a great customer service team. Dennise was an absolute pleasure to work with! We can’t wait to enjoy this furniture for many, many years!

I purchased the door through Costco. After paying a lot for the door, which turned out to be mediocre mdf quality, initially was told I then needed to pay an extra nearly $100 for soft close. Our installer said the soft close mechanism was not good quality so I called to request a return. They refused to return it so am now stuck with a mediocre door and $100 useless soft close mechanism.

I was very pleased with the quality of the products (bathroom vanities) that I ordered. However, the process for keeping me informed following my initial order was somewhat lacking. I had to pursue your company directly only to find out that my items were on backorder. Your customer service to remedy this and offer me alternatives products was excellent. Establishing a relationship with Dennise was essential moving forward. She was so helpful in making the changes and re-ordereing for me...I thought all would be well until only one of my two ordered products arrived.I found that Dennise was the only one who could guide me through the mixup, remedy it and keep me informed along the way. It was a real rollercoaster ride filled with frustration at times and of course a much delayed delivery for me. It could be that the pandemic played a part in this. Now that I have the products and the frustration is behind me I can simply be happy that the quality of your products is excellent and that your having employees like Dennise that know the meaning of customer service are to Urban Woodcrafts credit. Thank you Dennise.

I bought a dining table from Urban Woodcraft in 2019 and thought it was great quality, however it didn’t take long for the stain to start rubbing off. We barely use the table the edges and base we’re turning yellow (table was an espresso brown). I reached out to the company but it was hard to do anything about it because of the pandemic. Finally, I was able to get a truck so that I could bring it back for them fix (they advised me that they could fix the stain and re-seal it). After having my table for weeks, I was told it we ready for pickup and they sent me photos and nothing was different…. Then someone on their social media told me that it can’t be fixed. After arguing with them, they agreed to give me a new table and would add an extra layer of lacquer to ensure the stain didn’t rub off again. Again, I arranged for a truck to go pick it up and arrived to find a table with no lacquer. The workers said that they never were told to add lacquer and after driving 1.5 hours, I wasn’t going to leave the table there so I picked it up and will lacquer it myself. I’m extremely disappointed in the quality of their furniture (stain shouldn’t just rub off of a table), communication issues and lack of customer service.

I would give this company 0 stars if I could. We ordered two 40in double barn doors from Urban Woodcraft. The order came missing one door handle and we were sent the incorrect barn door rail. We specifically ordered DOUBLE BARN DOORS. The rail is supposed to come with two pre drilled holes at the end of the rail, which these do not. We called customer service multiple times and were given the run around. Trust the other reviews, this customer service is extremely rude and they do not know their own product. The customer sales associates we spoke to, Denise and Gloria, insisted the connector piece did NOT need the pre drilled holes. If you look at the photo I included you can see that they most certainly do. The sales associate then suggested we drill our own holes! WHAT??? You need a $800+ drill press to be able to do that. After being told "they would call us back," we called them back and asked for a refund for the rail and connector piece since we clearly were sent the wrong rails. They said no, all sales were final. All sales are final, even if you sent the incorrect product? Absolutely ridiculous. Trust all the bad reviews for this company. If I had seen the bad reviews for this company I would have never purchased from them in the first place. I saw they were affiliated with Costco and thought they must be a good company. I was clearly wrong. Avoid Urban Woodcraft unless you want to be sent the wrong product and treated like garbage by customer service. Edit: Management got back to us and properly handled the situation. He was very apologetic and offered us a partial refund, which we thought was fair. This was the first time we got an apology. For that, I am changing my review from 1 star to 3 stars. The barn doors and hardware Urban Woodcraft sent are beautiful. Unfortunately the experience was marred by incorrect/missing hardware and poor customer service. If everyone at Urban Woodcraft was as professional as the manager, I doubt there would be as many problems. Thank you to the manager for properly handling the situation.