Urban Outfitters

I have never before written a response online before and hopefully will never again have to. But my experience with Urban Outfitters is probably the worst experience I have ever had with ordering something online. I ordered a product that was in stock on November 22nd and paid the additional $16.99 to get the product between December 12th and December 20th. Now ultimately the product did not get sent to me until today, which is December 24th and will not be here until January 3rd at the earliest. That was quite frustrating, but it happens sometimes a backlog and their system isn't inept. But not only that, but they have refused to reimburse me for the $16.99, which was only paid to get the product prior to the holiday. Honestly is truly pathetic how bad their operations is. While I do like Urban Outfitters products and think they are reasonably prices, I will never ever ever order anything from them ever again. And I feel slightly amused to know this experience happens to alot of people.

Great customer service, free returns/exchanges and fast, dependable delivery. Always satisfied with the quality of their products and their sales.

I went into the store and wanted to buy a few things. I was told I could have the orders shipped from online as they didn't have everything I needed in the store. Having both the store associate and the manager try and complete this transaction took about 45 minutes. A simple online order. It was unbelievable but they apologized and I didn't want to be rude so I said thank you hoping it would be done soon. Another manager had to get involved because they kept messing it up and redoing it. I had to go but they weren't done and said they would take care of it and wanted me to leave without a receipt after they charged me for items. That didn't sit well. Finally they finished and when I got home, I saw even after showing me the item they were ordering, they ordered the wrong color. A little frustrating, I called the store and was put on hold again for a while, but the associate said she'd take care of it and call me right back when it was taken care of. Never heard back. Called the store again this morning and the manager told me there was nothing he could do, I had to call online. I called online, always a fun process, and was told it was too late to change my order and I'd have to pay for another item in the right color if I wanted it and return the first wrong item. None of this is so awful, but just really incompetent, bad customer service. Their items are not one of a kind, I don't need to shop there again but would have if I had an enjoyable shopping experience. I won't be shopping there again needless to say, and don't recommend asking for help if you do shop there as you'd be much better off taking care of anything you need by yourself.

Bought a pair of urban outfitters duck sneaker boots they sent me a pair of used shoes.The pull tap was broken there are stains on the both shoe

I ordered on 8/17/18 to be delivered by 8/31/18. It is now 9/10/18 and no resolution and no product.

Had order place for 5 minutes, realized I was over charged, was told that it was "too late" to cancel order. Ridiculous.

I ordered a Christmas present for my daughter in November, it says wont be shipped till January 1st? That's crazy. So frustrating.

Terrible corporation that has no original ideas and merely steals everything from local artists or Pinterest

I find that the prices are absolutely ridiculous. Website is a mess. Just not user friendly in my opinion.

The absolute worst customer service and purchase history I have ever experienced. Don't buy $#*! from them.

Rude and unhelpful. Terrible communication. Complaint re misleading website information. Will not shop with them again.

Worst customer service. Sends defective item and won't return! Very bad attitude as well. Stay away.

Literally the WORST customer service ever. I keep telling you guys I don't live in the US and cannot call as it's very expensive. But 6 emails with you guys later, you're STILL telling me to call, it's like no one is reading my emails properly. So out of frustration, I folded and called. Was on the phone for 45 minutes (INTERNATIONALLY) and STILL no one knows who I'm supposed to be talking to. I keep getting told to call a different number and every time I do that - it seems to be the wrong number. I even was told to call a number that turned out to be the UO FURNITURE department (I'm looking for the dispute department). I just don't know how your whole customer service team can be so clueless? I thought that me folding and calling should make it easier but it really wasn't. NnI usually shop with you guys MULTIPLE times every month, spending hundreds of dollars at a time. But you guys honestly have made me feel like I never wanna come back here again (I normally shop through the UO app and literally press BUY on everything without even thinking twice. I'm THAT easy of a customer). It's been such an appalling experience and I can't believe I've been so loyal to you guys just to get treatment like this.

DO NOT ORDER IF YOU ARE FROM NEW ZEALAND

I ordered from this website on TWO SEPERATE occasions, totalling $150NZD, as I found things I wanted on different dates. I suddenly got an email from DAIPOST saying that I needed to pay $172.05NZD for customs which is absolute bull$#*!, because they decided they would be sneaky $#*!s and combine my packages (one of them was under $60NZD) because anything over $60NZD has customs, fees etc. i was paying more for customs than the items i ordered, and if i wanted to return the packages, i would have to pay $127.94NZD. This is all because of the company-DAIPOST urban outfitter uses and I think this is complete fraud.
Other sites like ASOS and forever21, nastygal do not have any customs costs and ive ordered things over $200NZD. ItS NASTY DON"T ORDER FROM HERE UNLESS YOU WANT TO PAY MORE FOR CUSTOMS, GO TO ASOS INSTEAD OR GO TO A STORE LMFAO

I ordered 3 shirts for my husband for Christmas and it must have been lost in the mail. UPS said it was delivered to my address but I never received it. I receive multiple packages daily and have never had an issue. I called customer service the next day and they told me they have been having issues with packages saying they were delivered but they weren't and to wait a week and call back. Unfortunately, the package never showed up and my husband did not receive his Christmas gifts. I called customer service and was able to reorder one of the shirts (which I received after Christmas) but the other two had sold out. I was refunded my money on the package that was never delivered. However, yesterday morning a month and a half after this ordeal happened I received an email saying I was going to be charged for the package that was not delivered because on their end UPS had marked it as "delivered". I called urban customer service and was told that I would have to deal with UPS and it's not your problem it's my problem to deal with. The two women I spoke to, a customer service rep and a supervisor were so condescending and rude and would not help me with this situation at all. If you were to look at my track record and see how much money I spend in urban monthly and how I have never had an issue with lost mail, and how I actually reordered one of the shirts I never received you would think the company would let me keep my reimbursement. This is the worst customer service I have ever received and i am basically being accused of fraud with no merit. I ended up calling my bank and issuing a charge back and opening up a case with them. I received an email today from urban outfitters basically telling me that I am banned from shopping there until they receive $104.00 from me. If I place an order they immediately be cancled. What a joke! If they look at my track record of how much money I spend there they are really losing a lot of money. This has been the worst customer service experience I have ever had from a company. Such BS!

I ordered my shoes end of October 2016, until now I haven't received my shoes (04, jan, 2017). This is my last time to shop UO.

Do not ever trust the Urban Outfitters customer service and online ordering team. I order my Baggu bag on September 19th expecting to receive the package by the end of the month by looking at their shipping and delivery timeframe. The package was supposedly shipped on September 21st, after a few days of absolutely no tracking updates I contacted customer service with the concern that the package was lost, and the agents told me that an update would be given to me within 24 hours. There were in fact no updates ever given, and I had to contact the team again and again throughout the week since no updates were given and the tracking was still stuck at "awaiting carrier pickup". Eventually, one agent guaranteed me that my package would arrive by Oct 4 and that I could request a refund if it didn't. I contacted the carrier myself in the meantime and they claimed that Urban Outfitters had not given them the physical package yet.
When Oct 4th came and the tracking was still stuck at "waiting for carrier pick-up" I requested the refund, another agent then told me I could not request a refund and would need to wait another week even though a different agent told me otherwise. I told them that I had contracted them multiple times regarding my concerns and was ignored and that an agent promised me that I would be able to get a refund if I didn't receive the package by Oct 4. I sent them proof of the chat details and they claimed to put the refund in that day (Oct 5) and will appear after 1-3 days.
The refund never came in, when I contacted them again they said I couldn't get my refund and told me to wait AGAIN!
They have done nothing but ignore my concerns lie and give me false information. Terrible customer service with no help and terrible attitude, Absolutely unacceptable.

The floral sheet set is very pretty but the qaulity is quite poor. The fabric is very rough and the colours faded after first wash.

Update: A week after my Chat interaction with customer service, UO had not followed up (no surprise there), so I phoned them. I was told that the "lost package request" had been denied, and the items would not be reshipped because UO would not be reimbursed for the lost package. It doesn't matter that I had never been informed the shipment went out (so I would know to expect it) and had never been provided a tracking number or proof of delivery. It did not matter that I am a longtime customer and that the missing items were a minor part of a larger order. The UO rep dug in her heels and refused to reship or reimburse me. Nice way to do business. And the cost of the missing items? A total of $52 plus tax. They lost a customer and incurred all of this ill will over a lousy $52 (retail) worth of merchandise.

After weeks of waiting for backordered merchandise (I received several of the items in my order shipped one at a time, in that period) I realized that some of my items were still missing. I used Chat to report this, and was told that all of the missing items were shipped together, and that the package was noted as delivered. But, I said, I did not receive it. Too bad, said the agent, there is nothing I can do but report this and request a refund, because it is outside out X day limit for reporting lost packages. I asked whether they could just reship. No. They don't reship "lost packages." I was told to wait three days for a response to the request.

I have no proof that UO ever shipped these items. If I check my order on their website, it shows as delivered or complete, but shipments (multiple, because that is how they manage fulfillment) are not itemized, and no tracking numbers are provided.

So, UO stole from me. I have no confidence that I will get my refund.

Do not order online from this company. Purchase in a bricks and mortar store, if you must. I won't buy anything from them again.

I purchased 3 items and was charged 30 dollars each time they were shipped from individual stores without being notified. So dissapointed.

I've ordered here and there from Urban Outfitters over the years and was never super impressed with their products or service. While subpar products never really bug me, subpar customer service does!

I happened to order a couple things recently and one of the item was marked as "delivered." I checked everywhere for it, and couldn't find the package, so I naturally contacted customer service to check on the package. The representation was kind enough to tell me that a replacement would be sent. Less than a week later I checked the status of my order and it was marked "returned" which is exactly NOT what I wanted.

So then I contacted customer service once again to check the status and sure enough, there was no record of a replacement and only a return. I asked for a replacement, they said it was unavailable at this time... I explained the situation and basically they told me to place another order and offered me 15% off for the inconvenience. I then asked if they could honor the discounted price I previously purchased the item and to cover the shipping cost (because this was already becoming a hassle and I was not going to pay again for this) and they told me to contact customer service again after I placed the order to get a refund/price adjustment.

I said no thank you, your customer service is unreliable as you tell me one thing and do another without authorization from your customer...

The reason I write this is because there are so many other retailers that offer amazing customer service, and UO should really do better. I did not feel that my time and opinions were valued nor were my requests honored!

I will say their customer service chat is quick and easy to use, but I guess that's good because it doesn't take the first time, and yes if something small goes wrong you will have to probably use it more than once!

Ordered a bag, they said it will be delivered on the 13th of August, Got it early today the 12th of August. Excellent

I never knew there was a "DON'T BUY FROM URBAN OUTFITTERS" movement on-line, until I typed, "leave a review for urban outfitters" into my google. So, now I feel the need to share my experience as well. It goes a little something like this:

I purchased 2 items from UO about 9 weeks ago. Within a week or purchase, I received one of the items, but not the other. I decided to go into their chat room option on-line, and asked where my other purchased item could be. They said it was on backorder (it was not on backorder when purchased). I tell them I am no longer interested in receiving this item anymore. They give me a refund. Then today (9 weeks later), I get a receipt via messenger from my PayPal account mentioning that I had made a purchase from UO. Feeling a bit frustrated, confused and possibly hacked, I reach out to UO, and call their customer service line. The customer service rep seemed professional, and somewhat nice, until I asked the question, "Why did I not receive any notification that there were going to be charges on my personal account, for something I tried to purchase/then cancelled over 9 weeks ago?", and then his tone shifted to irritable and rude. He started to give me the runaround. Making it seem as if there was nothing they could do. The call ended shortly after, and I was left feeling as if I HAD done something wrong. Sad feeling to be left with when trying to find help with customer service on a problem they had caused.

Most of us on-line shoppers, want their items in a speedy fashion, hence why would Amazon be as successful as it is with it's overnight shipping, and prime memberships, for example? If an on-line shopper were to have to wait over 9 weeks for an item that they had purchased, it truly would have to be something they MUST HAVE, or who would really wait that long for a purchase? Nor, who would want to be charged for that same item 9 weeks after, when most(if not all) purchases are charged right when you check out? I was caught off guard, and now I'm having to deal with readjusting my finances because of UO. And, as for this particular item I originally tried to order, it was NOT WORTH the almost 3 MONTHS of wait time, nor money.