Urban Home

★★☆☆☆
34.4278 -118.537
Map and Directions to Urban Home

661-297-2290

26517 Bouquet Canyon Rd

Santa Clarita, CA

91350

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About Urban Home

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To Whom it May Concern,
I visited the Urban Home store at the Westside Pavillion in Los Angeles at about noon on Friday the 21st. I was so disgusted by the poor level of service I received, that I decided to write this letter to communicate the severity of the situation in that store.
Firstly, I had been walking around the middle level of the store for some time before deciding on some lamps I wanted, and not once was I offered help. After I spoke to an associate to receive help, the associate walked away and began helping another customer, after which I never heard nor saw from her again. The associate??s name may have been Kasha, she was African American, about 5??8? with short, straight black hair.
After my dealings with Kasha, I waited in line at the register on the middle floor until I was able to speak to another associate. That associate explained that he wasn??t sure if there was a backstock of the lamps I wanted, and that he could not sell the floor model. He then went to the back to check the stock, but returned empty handed and said they would be getting more on Wednesday. He offered no further help. He too was African American, 5??10? to 6??, with short hair and a goatee.
At that point I was already irritated and decided to speak to a manager, Kelly. I first told her about what had happened upstairs. She apologized, then reiterated what the previous associate said about not having a backstock, but explained further that the store was more of a show room. She checked the back anyway, and while she was gone, another associate was questioning me about the service I had received upstairs as if it were her business. When Kelly came back, it turned out that she was able to find one of the lamps I had asked for. I was glad, but it was unacceptable that the back had already been checked and I was told the item was not there. Kelly then explained that the lamps, as part of a set, were quite new and popular and they had already sold all of the stock that they had had. This did not make sense to me, since she had already told me that the store was a show room. If that were the case, I cannot understand why there would have been extra stock to begin with. Kelly then began trying to TALK ME OUT OF BUYING THE OTHER LAMP. I told her that I was certain I wanted the set, but she insisted that I only buy the lamp that she had on hand. Not only is this clearly bad for sales, she was blatantly disregarding the needs of the customer. Kelly said that she would check when she would be getting more of the lamps in. It was not Wednesday, as the previous associate had told me, but FOUR TO SIX WEEKS. This just made it all the more clear that there is absolutely no consistency with the policies for customer service in the store. When I asked if I could simply order the lamp, Kelly said she could order it to the store, or order to my house with shipping charges. At this point I never wanted to have to go back to that store again, but it made no sense to me why I would be charged shipping. If the store is a show room and does not keep a well stocked back room, why is it the customers?? responsibility to pay for the shipping, especially on an item as small as a lamp? I asked Kelly this, and her reasoning was that the company uses six different shipping companies. The number of shipping companies used has no bearing on the cost of shipping. Some of these issues may simply have been policy, but there was NO EFFORT to get me what I actually wanted, or to find some suitable alternative.
As much as I wanted the lamps, I was so incredibly enraged that I just walked out without a backward glance at your poor excuse of a manager.
Since I still needed lamps, I decided to take my business to the Pottery Barn on 4th Street in Santa Monica, which is just as close to me as the Urban Home at Westside Pavillion. Not only did I receive customer service, which was ACUTELY lacking at your store, I received great customer service for an equivalent amount of product. Was my $250 purchase not important enough for you? It was to Pottery Barn. This should serve as a lesson to the power of good customer service.
While you figure out how you will achieve change at your stores, which should begin with disciplinary action against the transgressing employees, just know that not only will I NEVER shop at Urban Home again, I will be contacting everyone I know AND the local media to let them know that not one dollar of your product is worth the headaches and anger caused by your horrible staff.
SINCERELY,
Joshua

1
★☆☆☆☆

To Whom it May Concern,
I visited the Urban Home store at the Westside Pavillion in Los Angeles at about noon on Friday the 21st. I was so disgusted by the poor level of service I received, that I decided to write this letter to communicate the severity of the situation in that store.
Firstly, I had been walking around the middle level of the store for some time before deciding on some lamps I wanted, and not once was I offered help. After I spoke to an associate to receive help, the associate walked away and began helping another customer, after which I never heard nor saw from her again. The associate??s name may have been Kasha, she was African American, about 5??8? with short, straight black hair.
After my dealings with Kasha, I waited in line at the register on the middle floor until I was able to speak to another associate. That associate explained that he wasn??t sure if there was a backstock of the lamps I wanted, and that he could not sell the floor model. He then went to the back to check the stock, but returned empty handed and said they would be getting more on Wednesday. He offered no further help. He too was African American, 5??10? to 6??, with short hair and a goatee.
At that point I was already irritated and decided to speak to a manager, Kelly. I first told her about what had happened upstairs. She apologized, then reiterated what the previous associate said about not having a backstock, but explained further that the store was more of a show room. She checked the back anyway, and while she was gone, another associate was questioning me about the service I had received upstairs as if it were her business. When Kelly came back, it turned out that she was able to find one of the lamps I had asked for. I was glad, but it was unacceptable that the back had already been checked and I was told the item was not there. Kelly then explained that the lamps, as part of a set, were quite new and popular and they had already sold all of the stock that they had had. This did not make sense to me, since she had already told me that the store was a show room. If that were the case, I cannot understand why there would have been extra stock to begin with. Kelly then began trying to TALK ME OUT OF BUYING THE OTHER LAMP. I told her that I was certain I wanted the set, but she insisted that I only buy the lamp that she had on hand. Not only is this clearly bad for sales, she was blatantly disregarding the needs of the customer. Kelly said that she would check when she would be getting more of the lamps in. It was not Wednesday, as the previous associate had told me, but FOUR TO SIX WEEKS. This just made it all the more clear that there is absolutely no consistency with the policies for customer service in the store. When I asked if I could simply order the lamp, Kelly said she could order it to the store, or order to my house with shipping charges. At this point I never wanted to have to go back to that store again, but it made no sense to me why I would be charged shipping. If the store is a show room and does not keep a well stocked back room, why is it the customers?? responsibility to pay for the shipping, especially on an item as small as a lamp? I asked Kelly this, and her reasoning was that the company uses six different shipping companies. The number of shipping companies used has no bearing on the cost of shipping. Some of these issues may simply have been policy, but there was NO EFFORT to get me what I actually wanted, or to find some suitable alternative.
As much as I wanted the lamps, I was so incredibly enraged that I just walked out without a backward glance at your poor excuse of a manager.
Since I still needed lamps, I decided to take my business to the Pottery Barn on 4th Street in Santa Monica, which is just as close to me as the Urban Home at Westside Pavillion. Not only did I receive customer service, which was ACUTELY lacking at your store, I received great customer service for an equivalent amount of product. Was my $250 purchase not important enough for you? It was to Pottery Barn. This should serve as a lesson to the power of good customer service.
While you figure out how you will achieve change at your stores, which should begin with disciplinary action against the transgressing employees, just know that not only will I NEVER shop at Urban Home again, I will be contacting everyone I know AND the local media to let them know that not one dollar of your product is worth the headaches and anger caused by your horrible staff.
SINCERELY,
Joshua

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I have read a lot of complaints with defective merchandise and the store, and general manager being uncooperative in assisting. I have also caught the general manager in a lie and discovered that the store they claim to be overseas is actually in West Hollywood, called DEDON. I invite you all to file a formal complaint with the FTC Consumer Protection Division. Their practices are illegal and fraudulent and recourse is available.
After this company receives a number of complaints they will be investigated and held accountable.
http://www.ftc.gov/bcp/index.shtml

1
★☆☆☆☆

I have read a lot of complaints with defective merchandise and the store, and general manager being uncooperative in assisting. I have also caught the general manager in a lie and discovered that the store they claim to be overseas is actually in West Hollywood, called DEDON. I invite you all to file a formal complaint with the FTC Consumer Protection Division. Their practices are illegal and fraudulent and recourse is available.
After this company receives a number of complaints they will be investigated and held accountable.
http://www.ftc.gov/bcp/index.shtml

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These are the worst people and company that I have had to unfortunately deal with. It is so competlely unprofessional in business ethics. I am scammed out of an one hundred dollar refund for delivery and assembly and I don't have any product to show for it. UH refused my refund because it is "a separate company" and they delivered two defected tables. I got the refund for the dining set but not the delivery charge. They think they have no responsibility. How crazy is that? UH

1
★☆☆☆☆

These are the worst people and company that I have had to unfortunately deal with. It is so competlely unprofessional in business ethics. I am scammed out of an one hundred dollar refund for delivery and assembly and I don't have any product to show for it. UH refused my refund because it is "a separate company" and they delivered two defected tables. I got the refund for the dining set but not the delivery charge. They think they have no responsibility. How crazy is that? UH

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Urban Home:

The Sherman Oaks Store and General Manager Nico Martin

I can't believe hold your customer's with no regard. I wonder if the general manager ever got my emails or messages. I am so disapointed and Feel cheated. Read below and wonder why they couldn't even call or return an email.

signed: Lost customer
Att: Nico Martin GM - customer's who need your help #231543
Wednesday, February 23, 2011 12:09 AM
From:
"Paul Martignetti"
View contact details
To:
uhso@urbanhome.biz
Cc:
"maria lupe" "Paul Martignetti"

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Att: Mr. Nico Martin
General Manager- Urban Home
Sherman Oaks, CA
re:customer Cortez #231543Dear Martin:

We haven't had any response regarding our replacement of the Brentwood bar. I image you are extremely busy, but we are hoping to have a replacement piece before Maria's mother's birthday party in our new home. I'm sure you can help us resolve this problem.

Sincerely,
Paul Martignetti and Maria Cortez
617*********

--- On Sun, 2/20/11, Paul Martignetti
wrote:

From: Paul Martignetti
Subject: Att: Nico Martin GM - customer's who need your help #231543
To: urbnp2@aol.com

Date: Sunday, February 20, 2011, 2:55 PM

Att: Nico Martin
General Manager- Urban Home
Sherman Oaks, CA
re:customer Cortez #231543

Dear Mr. Martin:

Hello, I am writing you directly regarding our purchase of one of the two Brentwood bar's (we purchased 2 bar's and 2 leather sofa's) we received on Feb 15th, 2011. I was told you are to busy to speak with your customer's, but hope that you can help us to resolve this unfortunate situation. I spoke with your store manager Chris Alvarez on Tuesday, Feb 15th when we unwrapped our second bar. I've attached photo's of the bar as he had requested. As you can see in the photo's the joints of one leg were cracked beyond repair and when we took the packing off it just fell away. The other three pieces of furniture are in perfect condition. Your manager put the blame on how it was loaded. But, I feel that since your crew actually loaded the furniture (for which they accepted a tip from maria), responsibility for it's damage condition is in a gray area as regards to urban home's exchange policy and your Mr Alvarez saying to me his crew came to him after Maria left saying it was "red flagged" by how it was loaded. We did not here from Mr Alvarez by return email or phone, till I called him this morning. Maria and I are concerned that he seemed not remember our conversation on Tuesday and takes no responsibility for the loading by your staff. We are willing to pay for the delivery of a replacement Brentwood bar.Again, we are repeat customer's and hope that you can help us with creating a beautiful home in our new apartment. I understand that you are busy, but we are available to speak with you if you have any questions regarding the events that have left us in this predicament.

Sincerely,

Paul Martignetti & Maria "Lupe" Cortez (customer #231543)
*** Spring Street
Apt ***
Los Angeles, CA 90014
617) ********* cell

--- On Wed, 2/16/11, Paul Martignetti <
com> wrote:

From: Paul Martignetti <
Subject: Fw: maria cortez #231543
To: paul
Date: Wednesday, February 16, 2011, 12:22 AM

--- On Wed, 2/16/11, Paul Martignetti
.com> wrote:

From: Paul Martignetti
Subject: maria cortez #231543
To: uhso@urbanhome.biz

Date: Wednesday, February 16, 2011, 12:18 AM

Att: Chris Alvarez
Store Manager- Urban Home
Sherman Oaks, CA

Dear Mr Alvarez:

Thank you for your returned call and the offer to help us with reviewing our situation with regards to our damaged Brentwood bar. I've attached photo's of the bar as you had requested. As you can see in the photo's the joint of one leg was cracked beyond repair and the mirror broken. The other three pieces of furniture are in perfect condition. I feel that since your crew actually loaded the furniture (for which they accepted a tip from maria), responsibility for it's damage condition is in a gray area as regards to urban home's exchange policy and your saying it was "red flagged" by how it was loaded. We are willing to pay for the delivery of a replacement Brentwood bar. I am a repeat customer and hope that you can help us with creating a beautiful home in our new apartment.

Sincerely,

Paul Martignetti & Maria "Lupe" Cortez (customer #231543)
****Spring Street
Apt ***
Los Angeles, CA 90014
617)******** cell

1
★☆☆☆☆

Urban Home:

The Sherman Oaks Store and General Manager Nico Martin

I can't believe hold your customer's with no regard. I wonder if the general manager ever got my emails or messages. I am so disapointed and Feel cheated. Read below and wonder why they couldn't even call or return an email.

signed: Lost customer
Att: Nico Martin GM - customer's who need your help #231543
Wednesday, February 23, 2011 12:09 AM
From:
"Paul Martignetti"
View contact details
To:
uhso@urbanhome.biz
Cc:
"maria lupe" "Paul Martignetti"

* photo 1.JPGphoto 1.JPG
* photo 2.JPGphoto 2.JPG
* photo 3.JPGphoto 3.JPG
* photo 4.JPGphoto 4.JPG
* photo 5.JPGphoto 5.JPG

Att: Mr. Nico Martin
General Manager- Urban Home
Sherman Oaks, CA
re:customer Cortez #231543Dear Martin:

We haven't had any response regarding our replacement of the Brentwood bar. I image you are extremely busy, but we are hoping to have a replacement piece before Maria's mother's birthday party in our new home. I'm sure you can help us resolve this problem.

Sincerely,
Paul Martignetti and Maria Cortez
617*********

--- On Sun, 2/20/11, Paul Martignetti
wrote:

From: Paul Martignetti
Subject: Att: Nico Martin GM - customer's who need your help #231543
To: urbnp2@aol.com

Date: Sunday, February 20, 2011, 2:55 PM

Att: Nico Martin
General Manager- Urban Home
Sherman Oaks, CA
re:customer Cortez #231543

Dear Mr. Martin:

Hello, I am writing you directly regarding our purchase of one of the two Brentwood bar's (we purchased 2 bar's and 2 leather sofa's) we received on Feb 15th, 2011. I was told you are to busy to speak with your customer's, but hope that you can help us to resolve this unfortunate situation. I spoke with your store manager Chris Alvarez on Tuesday, Feb 15th when we unwrapped our second bar. I've attached photo's of the bar as he had requested. As you can see in the photo's the joints of one leg were cracked beyond repair and when we took the packing off it just fell away. The other three pieces of furniture are in perfect condition. Your manager put the blame on how it was loaded. But, I feel that since your crew actually loaded the furniture (for which they accepted a tip from maria), responsibility for it's damage condition is in a gray area as regards to urban home's exchange policy and your Mr Alvarez saying to me his crew came to him after Maria left saying it was "red flagged" by how it was loaded. We did not here from Mr Alvarez by return email or phone, till I called him this morning. Maria and I are concerned that he seemed not remember our conversation on Tuesday and takes no responsibility for the loading by your staff. We are willing to pay for the delivery of a replacement Brentwood bar.Again, we are repeat customer's and hope that you can help us with creating a beautiful home in our new apartment. I understand that you are busy, but we are available to speak with you if you have any questions regarding the events that have left us in this predicament.

Sincerely,

Paul Martignetti & Maria "Lupe" Cortez (customer #231543)
*** Spring Street
Apt ***
Los Angeles, CA 90014
617) ********* cell

--- On Wed, 2/16/11, Paul Martignetti <
com> wrote:

From: Paul Martignetti <
Subject: Fw: maria cortez #231543
To: paul
Date: Wednesday, February 16, 2011, 12:22 AM

--- On Wed, 2/16/11, Paul Martignetti
.com> wrote:

From: Paul Martignetti
Subject: maria cortez #231543
To: uhso@urbanhome.biz

Date: Wednesday, February 16, 2011, 12:18 AM

Att: Chris Alvarez
Store Manager- Urban Home
Sherman Oaks, CA

Dear Mr Alvarez:

Thank you for your returned call and the offer to help us with reviewing our situation with regards to our damaged Brentwood bar. I've attached photo's of the bar as you had requested. As you can see in the photo's the joint of one leg was cracked beyond repair and the mirror broken. The other three pieces of furniture are in perfect condition. I feel that since your crew actually loaded the furniture (for which they accepted a tip from maria), responsibility for it's damage condition is in a gray area as regards to urban home's exchange policy and your saying it was "red flagged" by how it was loaded. We are willing to pay for the delivery of a replacement Brentwood bar. I am a repeat customer and hope that you can help us with creating a beautiful home in our new apartment.

Sincerely,

Paul Martignetti & Maria "Lupe" Cortez (customer #231543)
****Spring Street
Apt ***
Los Angeles, CA 90014
617)******** cell

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Urban Home- Valencia
To Whom It May Concern:
This letter is to inform you that I have been a loyal customer of Urban Home since I purchased my home in Santa Clarita three years ago. I just recently experienced a very unpleasant situation in your Valencia store and I was compelled to inform you of this matter since your policy states that customer satisfaction is of great importance to you. "At URBAN HOME, we stand behind our products and will do everything possible to ensure your satisfaction with your purchase. Our goal is to work together with our customers to make every purchase a positive customer experience. We also ask that you treat your new items with care to ensure long life."
I am writing you to make you aware of an incident that occurred on January 24, 2011. I visited your store in Valencia to return two clear vases that I purchased on January 23, 2011. After safely carrying my purchases home, I unwrapped them and noticed that one of them had a crack on the base as well as a buckle in the in the paint/silver. Both of the vases were wrapped well and nothing happened to them in the time I purchased them to when I opened them. When I originally picked out the vases, I thought they would look nice in my living room. Unfortunately, they did not fit in with my dcor. Needless to say, I decided to return both of them the next day.
I was waited on by Mayra (she whispered her name, but I believe her name was Mayra), Clerk ID # 353. I was kind enough to point out to the associate that one of them had been damaged. She proceeded to tell me that she was the same associate that helped me the day before, and did not notice a crack. Unfortunately, I did not notice the crack either; I only inspected the glass part of the vase and not the silver base. I had the merchandise less than 24 hours and honestly did nothing to the item between the car ride home and staging them, to create such a defect. Personally, I uphold honesty and integrity by nature and was extremely insulted by her reaction as I felt I was being accused of causing the damage. I pointed out to her that we are all capable of making mistakes and if I had been trying to do something dishonest, I wouldn??t have pointed out the damage (since she didn??t notice it when it was purchased) and just returned the item for a refund.
I received a refund for one of the vases but not for the damaged one. I was offered a store credit or an exchange. I didn??t want to exchange or get a store credit because the item did not work for me. It??s strange because she was willing to give me a credit or exchange for something I didn??t damage, but not a refund. Does this make sense to you? It certainly doesn??t make sense to me. I followed your return policy guidelines and expected a full refund. I also pointed out to her that you have many items displayed that are damaged and I was able to pick one out on the spot and bring it to her attention.
I am very unhappy about the poor customer service and I could not believe I was being treated like a dishonest person. I asked to speak with her direct supervisor and she informed me that she didn??t have one. Shortly after, she put me on the phone with a customer service supervisor by the name of Paola who told me that she physically has worked with Mayra and that Mayra doesn??t make mistakes. I have never heard of such a thing! Clearly everyone makes mistakes and I??m kicking myself for not inspecting the entire item. Since this conversation wasn??t going anywhere, I asked to speak to Paola??s supervisor. I was told to contact Nicholas Martin. I left two messages for Nicholas and have not heard back. In fact, the customer service was terrible on the corporate line too, the receptionist would not transfer me to his voicemail the second time I called, nor did she answer the phone in a professional manner, she said, ??Hello? and questioned why I was calling and said he wasn??t in.
I have never experienced such an insulting and dissatisfying shopping experience. I am currently in the middle of renovating my home and changing the dcor, and I still have much more to do. I??m not writing to you because the $27.99 will hurt me financially, but I am writing to you out of principal because of how I was treated. If you would like to keep me as an Urban Home customer, I would highly recommend that you reconsider the decision that Mayra made and refund my credit card in the amount due back to me. If you do not, then I will never shop at your store again and you can be certain that I will tell my friends who live in the area of this experience. Again, everyone makes mistakes and you have a chance to correct Mayra??s mistake. I am only asking that you honor your customer satisfaction policy that I referenced earlier.
If you have any additional questions, please feel free to reach out to me. I look forward to your prompt response.

Best Regards,

1
★☆☆☆☆

Urban Home- Valencia
To Whom It May Concern:
This letter is to inform you that I have been a loyal customer of Urban Home since I purchased my home in Santa Clarita three years ago. I just recently experienced a very unpleasant situation in your Valencia store and I was compelled to inform you of this matter since your policy states that customer satisfaction is of great importance to you. "At URBAN HOME, we stand behind our products and will do everything possible to ensure your satisfaction with your purchase. Our goal is to work together with our customers to make every purchase a positive customer experience. We also ask that you treat your new items with care to ensure long life."
I am writing you to make you aware of an incident that occurred on January 24, 2011. I visited your store in Valencia to return two clear vases that I purchased on January 23, 2011. After safely carrying my purchases home, I unwrapped them and noticed that one of them had a crack on the base as well as a buckle in the in the paint/silver. Both of the vases were wrapped well and nothing happened to them in the time I purchased them to when I opened them. When I originally picked out the vases, I thought they would look nice in my living room. Unfortunately, they did not fit in with my dcor. Needless to say, I decided to return both of them the next day.
I was waited on by Mayra (she whispered her name, but I believe her name was Mayra), Clerk ID # 353. I was kind enough to point out to the associate that one of them had been damaged. She proceeded to tell me that she was the same associate that helped me the day before, and did not notice a crack. Unfortunately, I did not notice the crack either; I only inspected the glass part of the vase and not the silver base. I had the merchandise less than 24 hours and honestly did nothing to the item between the car ride home and staging them, to create such a defect. Personally, I uphold honesty and integrity by nature and was extremely insulted by her reaction as I felt I was being accused of causing the damage. I pointed out to her that we are all capable of making mistakes and if I had been trying to do something dishonest, I wouldn??t have pointed out the damage (since she didn??t notice it when it was purchased) and just returned the item for a refund.
I received a refund for one of the vases but not for the damaged one. I was offered a store credit or an exchange. I didn??t want to exchange or get a store credit because the item did not work for me. It??s strange because she was willing to give me a credit or exchange for something I didn??t damage, but not a refund. Does this make sense to you? It certainly doesn??t make sense to me. I followed your return policy guidelines and expected a full refund. I also pointed out to her that you have many items displayed that are damaged and I was able to pick one out on the spot and bring it to her attention.
I am very unhappy about the poor customer service and I could not believe I was being treated like a dishonest person. I asked to speak with her direct supervisor and she informed me that she didn??t have one. Shortly after, she put me on the phone with a customer service supervisor by the name of Paola who told me that she physically has worked with Mayra and that Mayra doesn??t make mistakes. I have never heard of such a thing! Clearly everyone makes mistakes and I??m kicking myself for not inspecting the entire item. Since this conversation wasn??t going anywhere, I asked to speak to Paola??s supervisor. I was told to contact Nicholas Martin. I left two messages for Nicholas and have not heard back. In fact, the customer service was terrible on the corporate line too, the receptionist would not transfer me to his voicemail the second time I called, nor did she answer the phone in a professional manner, she said, ??Hello? and questioned why I was calling and said he wasn??t in.
I have never experienced such an insulting and dissatisfying shopping experience. I am currently in the middle of renovating my home and changing the dcor, and I still have much more to do. I??m not writing to you because the $27.99 will hurt me financially, but I am writing to you out of principal because of how I was treated. If you would like to keep me as an Urban Home customer, I would highly recommend that you reconsider the decision that Mayra made and refund my credit card in the amount due back to me. If you do not, then I will never shop at your store again and you can be certain that I will tell my friends who live in the area of this experience. Again, everyone makes mistakes and you have a chance to correct Mayra??s mistake. I am only asking that you honor your customer satisfaction policy that I referenced earlier.
If you have any additional questions, please feel free to reach out to me. I look forward to your prompt response.

Best Regards,

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2 out of 2 people found this review helpful.

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I have been waiting for a delivery for five months. I feel like an idiot because I have been take by this company. They have an online service out of Minnesota but try getting anyone to return calls. I have a bunch of emails from them giving all kinds of excuses...it is manufactured overseas and they do not use a middleman, it is being manufactured, it is being loaded on a ship, it is on the ship, we are awaiting arrival, it is in customs, we are preparing it for shipping...

They claim they are going to give me a credit for the delay. We'll see. I wish I had read these reviews before ordering. I thought the MN address indicated it was a separate entity, but now I don't think so.

1
★☆☆☆☆

I have been waiting for a delivery for five months. I feel like an idiot because I have been take by this company. They have an online service out of Minnesota but try getting anyone to return calls. I have a bunch of emails from them giving all kinds of excuses...it is manufactured overseas and they do not use a middleman, it is being manufactured, it is being loaded on a ship, it is on the ship, we are awaiting arrival, it is in customs, we are preparing it for shipping...

They claim they are going to give me a credit for the delay. We'll see. I wish I had read these reviews before ordering. I thought the MN address indicated it was a separate entity, but now I don't think so.

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I give this store an F. There is no customer service. They could care less about the customer. They lie right to your face. They sell defective Furniture. BEWARE. You will regret going there. I bought a sofa with missing cushion's they were aware they were missing when I bought it but failed to tell me. I paid full price 1000.00. When I got it home and put it together and discovered the cusions were missing I called them, they basically told me too bad you bought it. Its your problem now. They would not give me the CEO or any corporate peoples names or where I could reach them. I will tell every person I know about this but have been finding out I do not really have to the word is out!!!!!! I would not buy anything from them. I love their look and had just bought a new house had planned to furnish it with their furniture. NOT NOW!!!!!!!!! They are cowards that can't face the customer. I can't really say enough about the worst buying experience I have ever had

1
★☆☆☆☆

I give this store an F. There is no customer service. They could care less about the customer. They lie right to your face. They sell defective Furniture. BEWARE. You will regret going there. I bought a sofa with missing cushion's they were aware they were missing when I bought it but failed to tell me. I paid full price 1000.00. When I got it home and put it together and discovered the cusions were missing I called them, they basically told me too bad you bought it. Its your problem now. They would not give me the CEO or any corporate peoples names or where I could reach them. I will tell every person I know about this but have been finding out I do not really have to the word is out!!!!!! I would not buy anything from them. I love their look and had just bought a new house had planned to furnish it with their furniture. NOT NOW!!!!!!!!! They are cowards that can't face the customer. I can't really say enough about the worst buying experience I have ever had

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wow, thanks for the heads up. i was there last week to inquire on a head board and it took forever to get help. i was going to go back today to buy it but i guess nevermind.

1
★☆☆☆☆

wow, thanks for the heads up. i was there last week to inquire on a head board and it took forever to get help. i was going to go back today to buy it but i guess nevermind.

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I love URBAN HOME all there staff is very professional and the delivery service is very promt and respectful. Most of my furniture is urban home and have never had any issues. They were even nice enough to give me touch up paint for when i scratch my furniture.

5
★★★★★

I love URBAN HOME all there staff is very professional and the delivery service is very promt and respectful. Most of my furniture is urban home and have never had any issues. They were even nice enough to give me touch up paint for when i scratch my furniture.

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I LOVE THIS STORE! delivery service is GREAT and they are all very friendly and trustworthy..customer service can be a little harsh sometimes..but normally they are very friendly if your friendly with them. the company isnt closing by the way...they are relocating by mid august.

5
★★★★★

I LOVE THIS STORE! delivery service is GREAT and they are all very friendly and trustworthy..customer service can be a little harsh sometimes..but normally they are very friendly if your friendly with them. the company isnt closing by the way...they are relocating by mid august.

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I bought four chairs that I love from the Sherman Oaks Store over a year ago. The chairs are still wonderful. But it was one of my worst shopping experiences. The staff ignored me while they talked to one another. My sale was rung up by a clerk who acted as if I was bothering her. The worst part about the staff is that they are not knowledgeable.
When I went to pick up the chairs I was given the worst directions to the pick up area. After a half and hour and being told completely different directions I finally found the pick up area.

The chairs needed some cushions as they tended to be a bit rough on cloths. Not wanting to support Urban Home any further I went to multiple stores trying to find cushions. Normal cushions did not fit the chair so I was out of luck. I had to go back to Urban Home.

Before I went to the store I called to make sure that they still had the cushions I wanted BIG MISTAKE. I was put on hold for five minutes and that told that they needed to call me back. A few hours later I called again I described the cushions and was told they never had any like that. No alternative suggestions were given. I guess I made the cushions up. After work I stopped over and I saw not the exact same cushions (fabric was different) but the exact same style. I ended up buying the cushions which are a good quality but the Velcro ties that wrap around the chair are different lengths so some chairs have fit great and others are to short.

1
★☆☆☆☆

I bought four chairs that I love from the Sherman Oaks Store over a year ago. The chairs are still wonderful. But it was one of my worst shopping experiences. The staff ignored me while they talked to one another. My sale was rung up by a clerk who acted as if I was bothering her. The worst part about the staff is that they are not knowledgeable.
When I went to pick up the chairs I was given the worst directions to the pick up area. After a half and hour and being told completely different directions I finally found the pick up area.

The chairs needed some cushions as they tended to be a bit rough on cloths. Not wanting to support Urban Home any further I went to multiple stores trying to find cushions. Normal cushions did not fit the chair so I was out of luck. I had to go back to Urban Home.

Before I went to the store I called to make sure that they still had the cushions I wanted BIG MISTAKE. I was put on hold for five minutes and that told that they needed to call me back. A few hours later I called again I described the cushions and was told they never had any like that. No alternative suggestions were given. I guess I made the cushions up. After work I stopped over and I saw not the exact same cushions (fabric was different) but the exact same style. I ended up buying the cushions which are a good quality but the Velcro ties that wrap around the chair are different lengths so some chairs have fit great and others are to short.

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Thanks for sharing your feedback. I look for reviews prior to making any large purchases. I was actually on my way this AM to lay out $3000.00, stopped at my PC to check reviews. Glad I did. I can handle reading poor customer service, but when it comes to poor quality merchandise thats a big NO-GO for me. I decided to head over to a large reputable company and am happy I did. They stand by there product. I've been in and out of Urban Furniture since September, same story, this is our last month at this location. We're almost into March, I smell COMPANY closing not STORE closing. Stay clear!

2
★★☆☆☆

Thanks for sharing your feedback. I look for reviews prior to making any large purchases. I was actually on my way this AM to lay out $3000.00, stopped at my PC to check reviews. Glad I did. I can handle reading poor customer service, but when it comes to poor quality merchandise thats a big NO-GO for me. I decided to head over to a large reputable company and am happy I did. They stand by there product. I've been in and out of Urban Furniture since September, same story, this is our last month at this location. We're almost into March, I smell COMPANY closing not STORE closing. Stay clear!

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I read the bad reviews about Urban Home - and none of them were true for me. I received great service, the cashier was very helpful! Also, I have bought couches, tables, and accessories from there - and all are great quality, none have been falling apart - all are in great shape after months! They have a great selection of furniture - without looking like anyone and everyone has the same stuff. I really love this store!

4
★★★★☆

I read the bad reviews about Urban Home - and none of them were true for me. I received great service, the cashier was very helpful! Also, I have bought couches, tables, and accessories from there - and all are great quality, none have been falling apart - all are in great shape after months! They have a great selection of furniture - without looking like anyone and everyone has the same stuff. I really love this store!

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Avoid buying anything from here at all costs. They have horrible customer service. Their furniture is very poor quality. We bought a sectional couch from the and 2 weeks later the thing started squeaking. The middle area has sunk in a little. When this was brought to their attention the manager simply refused to do anything about it. The coffee table that we also purchased from them is chipping at the edges and looks like crap. rust me when I say this, the stuff only looks good in the store. When you actually start using the stuff then the quality shows through. They get an F and I nor any of our friends will shop from them.

1
★☆☆☆☆

Avoid buying anything from here at all costs. They have horrible customer service. Their furniture is very poor quality. We bought a sectional couch from the and 2 weeks later the thing started squeaking. The middle area has sunk in a little. When this was brought to their attention the manager simply refused to do anything about it. The coffee table that we also purchased from them is chipping at the edges and looks like crap. rust me when I say this, the stuff only looks good in the store. When you actually start using the stuff then the quality shows through. They get an F and I nor any of our friends will shop from them.

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I visited the Sherman Oaks store and went crazy for the amazing style at the ridiculously low prices! Brought my friend back the next day and we both dropped almost a grand each. We had to do our own arranging for shipping etc., because we are both from NYC. But even with the incurred costs, it was all half what we would have spent for the same items at home. I read the bad service blogs but we got good service when we were there! Everyone was nice and helpful. The staff is the normal "aloof until roused to interest" that we are used to in NYC. Perhaps the issues with service are that they have an NYC attitude in a non-NYC area:) I have sent a half dozen people there on visits and all come back happily raving!

Kyla L

4
★★★★☆

I visited the Sherman Oaks store and went crazy for the amazing style at the ridiculously low prices! Brought my friend back the next day and we both dropped almost a grand each. We had to do our own arranging for shipping etc., because we are both from NYC. But even with the incurred costs, it was all half what we would have spent for the same items at home. I read the bad service blogs but we got good service when we were there! Everyone was nice and helpful. The staff is the normal "aloof until roused to interest" that we are used to in NYC. Perhaps the issues with service are that they have an NYC attitude in a non-NYC area:) I have sent a half dozen people there on visits and all come back happily raving!

Kyla L

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I am aware that is the Job email for your company. I could not find another contact on your website. Please forward this to the proper employee(s) or CEO of your company. I am very upset in my last two shopping experiences at Urban Home in Sherman Oaks, California. First, last week I was charged DOUBLE for two candles because the employee behind the register (that you obviously trust) was busy discussing her Checking account with another employee of your store. Second, today I went to buy two more of your expensive candles and I was IGNORED when I got to the register by TWO employees. One was on the telephone, the other just ignored that there was a customer. I go to many places in Los Angeles. People who work now just do care at all!

I am real tired of this practice. On with todays visit; then when I asked for help to check out, The Young Lady behind the desk choose to give me the cold shoulder. AS IF I WAS ASKING FOR SOMETHING OUT OF THE ORDINARY. I want to know who these 'People" that work at the Sherman Oaks Store think they are? Then while I was being checked out, a manager of some sort choose that moment to speak to his employees about their schedule. This should not occur. Customers who spend hard earned money for the stuff in Urban Home should be treated better. Only when I left did the African-American Lady ask me a question about my purchase and if I needed a validation.

This is a big deal to me. I am buying from your store. Your employees are rude morons. I don't know what else top say. I will buy by candles elsewhere from now on. I was going to buy furniture and other things from Urban Home like a new couch set. Artwork and other things I like. I can find them elsewhere. I was willing to spend at least $3000.00 of my money in your store until I was treated like a nobody, like the customer does not matter in Urban Home.

Do you plan on even forwarding or responding to this? Provably not. But who cares anyway if you lose my money and all my neighbors money as well. I will be relaying this on my radio show and blogs about my experience with Urban Home.

1
★☆☆☆☆

I am aware that is the Job email for your company. I could not find another contact on your website. Please forward this to the proper employee(s) or CEO of your company. I am very upset in my last two shopping experiences at Urban Home in Sherman Oaks, California. First, last week I was charged DOUBLE for two candles because the employee behind the register (that you obviously trust) was busy discussing her Checking account with another employee of your store. Second, today I went to buy two more of your expensive candles and I was IGNORED when I got to the register by TWO employees. One was on the telephone, the other just ignored that there was a customer. I go to many places in Los Angeles. People who work now just do care at all!

I am real tired of this practice. On with todays visit; then when I asked for help to check out, The Young Lady behind the desk choose to give me the cold shoulder. AS IF I WAS ASKING FOR SOMETHING OUT OF THE ORDINARY. I want to know who these 'People" that work at the Sherman Oaks Store think they are? Then while I was being checked out, a manager of some sort choose that moment to speak to his employees about their schedule. This should not occur. Customers who spend hard earned money for the stuff in Urban Home should be treated better. Only when I left did the African-American Lady ask me a question about my purchase and if I needed a validation.

This is a big deal to me. I am buying from your store. Your employees are rude morons. I don't know what else top say. I will buy by candles elsewhere from now on. I was going to buy furniture and other things from Urban Home like a new couch set. Artwork and other things I like. I can find them elsewhere. I was willing to spend at least $3000.00 of my money in your store until I was treated like a nobody, like the customer does not matter in Urban Home.

Do you plan on even forwarding or responding to this? Provably not. But who cares anyway if you lose my money and all my neighbors money as well. I will be relaying this on my radio show and blogs about my experience with Urban Home.

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1 out of 1 people found this review helpful.

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Do NOT purchase anything from this store. The BBB rates them a BIG FAT "F". They do not have any idea what customer service means. They do not return calls, they cannot solve problems in a timely manner and they lie straight to your face. Furniture quality is below standard. Furniture finish smells deadly. It was making me physically ill and when I tried to get it resolved, they basically told me I was screwed because I did not return with 10 days. BE WARNED!

1
★☆☆☆☆

Do NOT purchase anything from this store. The BBB rates them a BIG FAT "F". They do not have any idea what customer service means. They do not return calls, they cannot solve problems in a timely manner and they lie straight to your face. Furniture quality is below standard. Furniture finish smells deadly. It was making me physically ill and when I tried to get it resolved, they basically told me I was screwed because I did not return with 10 days. BE WARNED!

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1 out of 1 people found this review helpful.

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I purchased furniture from this store and the smell off the furniture is so bad, it is making me physically ill. I called the store and I spoke to the manager, who said she would try to find out what she can do. She never called back. I had to hunt down the corporate number because the store associate would not give me any more information about where I could try to resolve my problem. It's all downhill from there. The corporate office sends out a DELIVERY guy to make the decision on what to do! They lied about what the delivery guy said and after many many phone calls, they basically told us they could do nothing for us. If you don't want this kind of problems, DO NOT BUY from this careless vendor.

1
★☆☆☆☆

I purchased furniture from this store and the smell off the furniture is so bad, it is making me physically ill. I called the store and I spoke to the manager, who said she would try to find out what she can do. She never called back. I had to hunt down the corporate number because the store associate would not give me any more information about where I could try to resolve my problem. It's all downhill from there. The corporate office sends out a DELIVERY guy to make the decision on what to do! They lied about what the delivery guy said and after many many phone calls, they basically told us they could do nothing for us. If you don't want this kind of problems, DO NOT BUY from this careless vendor.

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1 out of 1 people found this review helpful.

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Buyers beware of brake planet at santa clarita ca. They sell brake rotors and brake pads i ordered a set of brake rotors and they were out of them and will not refund my money. any one doing business with them should beware of them i have sent emails the only thing i get is lies

2
★★☆☆☆

Buyers beware of brake planet at santa clarita ca. They sell brake rotors and brake pads i ordered a set of brake rotors and they were out of them and will not refund my money. any one doing business with them should beware of them i have sent emails the only thing i get is lies

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I recently purchased a sofa set from the Santa Clarita location. The sofa broke in less than 3 months. I called the store in an attempt to return it (a 3-month life on a $1,000 sofa is absolutely unacceptable). After being given the runaround for a week, being told someone would call me back and no one ever did, I was told to mail photos of the damage. They were waiting to see if the manufacturer will return the furniture and than at the very least they would replace the sofa - with another poorly built piece. I had to call the main office myself (the store would not give me the contact info) and was told they would not return my sofa. Apparently they do not stand behind their product and could care less about maintaining good customer relations. I have filed a complaint with the BBB, which they already have a D rating.

I refuse to do business with this store again. Buyer beware!

1
★☆☆☆☆

I recently purchased a sofa set from the Santa Clarita location. The sofa broke in less than 3 months. I called the store in an attempt to return it (a 3-month life on a $1,000 sofa is absolutely unacceptable). After being given the runaround for a week, being told someone would call me back and no one ever did, I was told to mail photos of the damage. They were waiting to see if the manufacturer will return the furniture and than at the very least they would replace the sofa - with another poorly built piece. I had to call the main office myself (the store would not give me the contact info) and was told they would not return my sofa. Apparently they do not stand behind their product and could care less about maintaining good customer relations. I have filed a complaint with the BBB, which they already have a D rating.

I refuse to do business with this store again. Buyer beware!

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I purchased a sofa from them in June of 2006. When I got home and unwrapped the sofa I noticed that they did not stitch the leather together on one of the corners. They told me it would take 6 weeks until the could get me A replacement. Here it is the end of September and they finally have received my replacement and they refuse to deliver it to me. The Manager Mirabel (Santa Clarita Location) told me even though The product was not sewn together and it left the warehouse that way, it Is not store policy to pick-up the damaged product. I asked for the
corporate phone number and she told me that they don?t have a corporate
office, then I asked for the name of the CFO or COO she would not give me
any information at all. CHECK OUT THE Better Business Bureau for Santa Clarita (909) 825-7280 ? they have many complaints listed on them

PROS:
CONS: Terrible Customer Service!

1
★☆☆☆☆

I purchased a sofa from them in June of 2006. When I got home and unwrapped the sofa I noticed that they did not stitch the leather together on one of the corners. They told me it would take 6 weeks until the could get me A replacement. Here it is the end of September and they finally have received my replacement and they refuse to deliver it to me. The Manager Mirabel (Santa Clarita Location) told me even though The product was not sewn together and it left the warehouse that way, it Is not store policy to pick-up the damaged product. I asked for the
corporate phone number and she told me that they don?t have a corporate
office, then I asked for the name of the CFO or COO she would not give me
any information at all. CHECK OUT THE Better Business Bureau for Santa Clarita (909) 825-7280 ? they have many complaints listed on them

PROS:
CONS: Terrible Customer Service!

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after my exprience at this storei feel the need to warn the public about Urban Home. I wouldn't recommend shopping there but if you do, shop with caution. There are many , many stories like the other negative review on this page that i have heard and thy ar all true.i have hadmany customers tell me that they will never shop in the store because of the bad customer service. I have seen the Owner tell people he is a number of things but the Owner, because he does not want to be held responsible by the customer for the shortcommings of the store. I have seen the General Managers getting into heated arguments with customer in instances where the customer is actually right. as for the furniture, the prices seem great, but if you want your furniture to last for more than 2 years, this is not the place to go. they do not have quality control in the warehouse, so many customers end up with defective pieces. and some furniture doesn't have warranties so in some cases if something is damaged your pretty much stuck with it, because you most likely wont be able to return it. The company has an F out of 9 different ratings with the Better Business Bureau, if that will give you an idea of what the store is like. If you do decide to shop there i wish you good luck, you may be in for more than you bargained for. and if you are not in Santa Clarita they also have 4 other stores in SoCal area.Good luck if you ever decide to enter one of these stores.

1
★☆☆☆☆

after my exprience at this storei feel the need to warn the public about Urban Home. I wouldn't recommend shopping there but if you do, shop with caution. There are many , many stories like the other negative review on this page that i have heard and thy ar all true.i have hadmany customers tell me that they will never shop in the store because of the bad customer service. I have seen the Owner tell people he is a number of things but the Owner, because he does not want to be held responsible by the customer for the shortcommings of the store. I have seen the General Managers getting into heated arguments with customer in instances where the customer is actually right. as for the furniture, the prices seem great, but if you want your furniture to last for more than 2 years, this is not the place to go. they do not have quality control in the warehouse, so many customers end up with defective pieces. and some furniture doesn't have warranties so in some cases if something is damaged your pretty much stuck with it, because you most likely wont be able to return it. The company has an F out of 9 different ratings with the Better Business Bureau, if that will give you an idea of what the store is like. If you do decide to shop there i wish you good luck, you may be in for more than you bargained for. and if you are not in Santa Clarita they also have 4 other stores in SoCal area.Good luck if you ever decide to enter one of these stores.

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i like the hip, urban sensibility at Urban Home. It is simialr to Crate & Barrel or similar shops, but substantially less expensive. The quality is about average and customer service is jsut okay. I habe't had any problems with damage merchandise or returns, but finding help or getting answers to questions is sometimes hard.

4
★★★★☆

i like the hip, urban sensibility at Urban Home. It is simialr to Crate & Barrel or similar shops, but substantially less expensive. The quality is about average and customer service is jsut okay. I habe't had any problems with damage merchandise or returns, but finding help or getting answers to questions is sometimes hard.

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Urban Home is a great spacious store with lots to find. They have lots of different pieces of furniture. They also have unique decorations for your walls. Their prices are reasonable. Look for a 10% of coupon in the Valencia mailer.

5
★★★★★

Urban Home is a great spacious store with lots to find. They have lots of different pieces of furniture. They also have unique decorations for your walls. Their prices are reasonable. Look for a 10% of coupon in the Valencia mailer.

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This place has some really unique pieces of furniture and other decor. The shop features rustic, formal and casual wear for your home. They have great displays to look at and get ideas for your own residence. The prices are pretty good too. The staff was very helpful to me when I was looking at some furniture.

4
★★★★☆

This place has some really unique pieces of furniture and other decor. The shop features rustic, formal and casual wear for your home. They have great displays to look at and get ideas for your own residence. The prices are pretty good too. The staff was very helpful to me when I was looking at some furniture.

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This store which features nice home furnishings at good prices fails miserably in the area of customer service. After spending more than $1000 in the store, they delivered damaged goods, then required me to rent a moving truck to return the items to the store to prove that they were damaged. I also had to eventually make three separate trips to pick up the replacement items in my own personal vehicle, with not even an offer of reimbursement from the store. The store's owner who I dealt with in person pretended to be just a store associate with no control over resolving customer satisfaction issues. I later found out he was a co-owner.

As a result, I will never purchase anything from this store again, and will recommend others to be very cautious. A second store location with the same owners is in Oxnard, CA.

PROS: Nice contemporary furnishings, good prices
CONS: Terrible customer service, poor management

1
★☆☆☆☆

This store which features nice home furnishings at good prices fails miserably in the area of customer service. After spending more than $1000 in the store, they delivered damaged goods, then required me to rent a moving truck to return the items to the store to prove that they were damaged. I also had to eventually make three separate trips to pick up the replacement items in my own personal vehicle, with not even an offer of reimbursement from the store. The store's owner who I dealt with in person pretended to be just a store associate with no control over resolving customer satisfaction issues. I later found out he was a co-owner.

As a result, I will never purchase anything from this store again, and will recommend others to be very cautious. A second store location with the same owners is in Oxnard, CA.

PROS: Nice contemporary furnishings, good prices
CONS: Terrible customer service, poor management

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Latest reviews from Citysearch.

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Don't get fooled by the nice clean showrooms. Their furniture products are the cheapest of the cheap.
They just look good on the surface. But they are low quality, inconsistent & cheap products that will last you a very short time.

1
★☆☆☆☆

Don't get fooled by the nice clean showrooms. Their furniture products are the cheapest of the cheap.
They just look good on the surface. But they are low quality, inconsistent & cheap products that will last you a very short time.

Pros: clean showroom

Cons: Low quality furniture products

.

Unique furniture at affordable prices - highly recommended for people looking for something different, I found a 3 piece leather set for 799.00 - this is atleast 1,000 less than other furniture companies-

5
★★★★★

Unique furniture at affordable prices - highly recommended for people looking for something different, I found a 3 piece leather set for 799.00 - this is atleast 1,000 less than other furniture companies-

Pros: Lots to choose from

Cons: Hard parking lot to get into - worth it though -

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If you're turned off by overstuffed furniture that your grandmother or the queen of England cherishes, check out Urban Home. They have an eclectic mix of sort-of modern and definitely different furniture. You can see Mexican influences as well as pieces from a variety of countries. The store is nicely laid out - nothing cramped or crowded. Accessories match perfectly with the furniture and everything is priced well.

4
★★★★☆

If you're turned off by overstuffed furniture that your grandmother or the queen of England cherishes, check out Urban Home. They have an eclectic mix of sort-of modern and definitely different furniture. You can see Mexican influences as well as pieces from a variety of countries. The store is nicely laid out - nothing cramped or crowded. Accessories match perfectly with the furniture and everything is priced well.

Pros: Selection, Unique Furnishings, Price

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