Urban Outfitters

Unclear on policies and very rude customer service. Paid an extra amount to have delivered within 2 days and still waiting a week later.

Takes them 5 days to answer emails and is a recurrent practice. Cancelled the WRONG order, instead of the right one. Very poor customer service.

Stop killing innocent animals! I used to like this shop before i found out the truth about animal abusing! Never gonna buy there anything again!

When placing a $330 order online with Urban Outfitters, I was not asked to insert an address for delivery and simply prompted to pay. After being charged on 11/12/19 before shipment of my packages (11/13/19) I realized the delivery address was not accurate. Upon this realization I contacted Urban Outfitters customer service before delivery of the packages and requested a reroute. I was informed by the employee that they would be contacting the carrier, OnTrac, and requesting a reroute for my order and that I would need to wait 24-48 business hours for a confirmation email. Two days passed and I heard nothing, so I contacted again and was informed that my package had been delivered to an address in another state and that the carrier would pick up the package and reship it, and that I'd need to wait another 24-48 hours for a confirmation. After not receiving another confirmation I emailed their customer service requesting an update on the location of my order and received no response. Finally, I called the carrier OnTrac, and was informed that Urban Outfitters never contacted them or requested a reroute for my order and that they would provide documentation of it. When using a chat service resource on the UO website, an employee was not helpful and explained that this is not their responsibility and that they were sorry for my inconvenience. I requested for a reshipment or refund and they refused.

I usually don't write online reviews, but this experience was so comically bad that I thought I should share it with anyone who's thinking of ordering something from Urban Outfitters.

So, about a month ago, I ordered a pair of ankle boots from their online store. I'd never bought anything from them before, so I assumed that since the clothing was very expensive, it would be good quality. When the boots arrived, they looked nice, but were a bit too small, so I exchanged them for a size up.

Now this is where things got weird... About a week later, the package showed up, and when I opened the box, the shoebox inside was crushed not just a little bit crushed, but crushed like a football player had sat on it. I opened the sad shoebox, and inside was the pair of boots... covered in scuff marks. The cardboard and tissue paper (usually found in new shoes) were also missing. I thought to myself, "They're a reputable company; there is no way they sent me shoes that someone already wore, right?" So I picked one up and smelled it, and what do you know, it smelled like foot.

I called up customer service, and asked the representative if I had been sent previously worn shoes, and she replied that it was possible, but that she had no way of checking. She said that when there is low stock of an item, sometimes items that someone else has returned to a store get sent out to customers. And I'm thinking "What!? Why on earth don't you tell people before you send them already worn items! If I wanted to buy used clothes, I'd go to Goodwill and pay a lot less money!" Needless to say, I won't be buying anything else from them in the future.

Customer service was also rude about it. Will never order again. Trying to cancel this order through the credit card.

THEY EAT YOUR MONEY! Be carefull! I bought couple of things in November and they never shipped it to me! I got an confirmation email for one of them and I never got it! So I called and said that I have not recived two items on my list and they did not refund me back one of them because they said that 30 days past! They have not sent me any shipping conformation amail for the other items how should i know that you sent it to me?! NOT RELIABLE AND WORSE CUSTOMER SERVICE! They do not care! Not at all! Do not trust this company!

Great overall, but they show unavailable clothes in the online store and they let you know few days after the purchase. It has happened to me twice

Ordered a little record player despite horrible customer service reviews and sure enough... horrible it is

I recently ordered from UO, and I was VERY disappointed: I live in Hawaii, and there are no UO stores here. So when I saw "Free Returns!" posted on the webpages of a couple of clothes that I wanted to buy, I was excited and placed an order. However, I was sure to check on each of those webpages that there were no disclaimers or links to their return policy because I know that usually websites will not offer free returns to customers who don't live in the continental US. However, there was none provided, so I assumed the "Free Returns!" applied to me as well. When I received the products in the mail, I was not satisfied with the clothes and wanted to get a return. However, on the invoice, it said that free returns only applied to continental US orders--well, that's a little late, considering that they're only telling me AFTER I bought the clothes. I contacted them three times to complain, once by email and twice by phone. The first two times, they were VERY vague with me, and only the last time was I told definitively to basically "deal with it." Frustrated, I decided to pay for the shipping costs myself and try to get an exchange for the clothes. I sent back the clothes and CLEARLY marked that I wanted an exchange. However, they processed it as a return, rather than an exchange.

I won't complain about them processing the order as a return rather than an exchange because I frankly don't want to patronize UO anymore. Each time I contacted them they seemed apathetic and uninterested. I'm definitely not going to waste my time with them again.

I ordered two things online (I'm from Canada by the way). One came in with the strap for the dress ripped already. The other item got returned without me asking for it to be returned. When I talked to Customer Service about the returned item, they gave free shipping to reorder it and gave me some money back (since the item was returned). However, when I tried to reorder the item, the sale wasn't on it like it had been previously. So, I went back to Customer Service and they said to call them so they could match the price for my order. Then, when I tried to order the item, it was out of stock. I told them that, they said sorry. I know the item was available it the US at other locations but it was just out of stock from where they sell it to Canada (because the shipping fee would be higher than what I paid before and of course they would never want to help me out THAT much). I know this because the Customer Service agent on the phone told me that and asked me if I had somewhere in the States I could send it too, such as another home. Which of course I do not have. So long story short I never received my item and in the end it was a long tedious process of me figuring out that their "customer service" doesn't truly want to help me get the product back. Again, even though I NEVER ASKED FOR IT TO BE RETURNED. So I will never shop online there again. Maybe not even in store because the price you have to pay for clothing items to be easily capable of ripping is not worth it.

Here is an email I sent to urban outfitters today after having yet another item I ordered online cancelled, I would like to share it:

To whom might pay attention,

I'm so annoyed! I have had no response to this email and I just received a template email saying your order has been cancelled, with no explanation as to why only the generic response of head to our website for possible reasons as to why we've cancelled your order! The fact that this email then asks you to head back to your badly run website to shop some more is frankly audacious.

While I understand a T shirt dress is not the end of the world, I'm fed up of these huge clothing companies offering services they are just not capable of providing. I ordered my items on Friday, I dread to think what percentage of purchases Monday's sale customers received.

It's most frustrating as this particular T shirt dress was the reason I started shopping and the item I was looking forward to receiving the most, but I am more annoyed at myself for getting sucked in by the false advertising Urban Outfitters have been broadcasting across the Internet. It almost seems like a scam, come and purchase these 'sale items' yet only receive the full price items you've added to your basket!

It's not the first time I've experienced poor service from Urban online and it's not the first time a large clothing company has treated its customers like they should be privileged to even receive one of the items they've been offered!

I will be writing up this complaint in as many public forums as possible

Fed up of exchanging hard earned cash for poor service and disappointment!

No Thanks
Billie

I purchased Reeboks from URBAN OUTFITTERS on the third, it is now the thirteenth, and the shoes have yet to ship. I contacted UO Friday for an update, was told to give it 24-48hours. I waited Monday, called again, they tell me the same thing. Finally I call today JANUARY 13th, and I am told to give it 24 more hours, and that someone name Shantrell will send me an email with an update. Apparently, there's no information on what happened after the order was place. All they know is that they have my money. Finally a couple of hours later, I get an email from Shantrell, that the warehouse says the shoes "SHOULD" ship by the fifteenth. That would be 12 days I've waited for some shoes to ship, and who knows how long it'll take before they deliver. UO response to this was extremely nonchalant, dismissive, and riddled with OH WELLS. The sad thing is they literally offered me 30 percent off as an apology, when I never got what I originally ordered. Who wants to wait half a month for an item. I've ordered other things from stores like Coach, Gap, hell even Amazon, and gotten it faster. Beware you guys. Not only will you not get your package on time, but there will be no communication, unless you initiate it.

Bought a 50$ romper there and it fell apart in days. Never buying here again, going back soon to get full refund, sucky store sucky quality.

I ordered 6 items, sent in 3 different shipments. One item was back ordered, said it would be shipped by 5/29, we are on 5/31and still not shipped. I need this for an event on 6/3, they could care less. Chatted with customer service, they have american names but are located in India. Sat in the chat for an entire hour with this individual, taking 4 minutes for each response, providing repetitive answers that mean nothing, and getting nowhere. Was told it would ship in 24-72 hours, then came back and said it would ship today. I told them if they were going to be sending my item late then I want it shipped overnight at their expense, I was then told that they don't have shipping options, which is a lie. Said they would fix the situation then offered a coupon. Will NEVER shop here again. For the price point, you should NOT be shipping your customer service jobs to India, there is a language barrier, no sense of understanding, and its a perfect example of a company overcharging for merchandise but cheating out on the pay to their employees. The epitome of selfish. Until they want to do better for customers, I will not be shopping there. Also notice that for all these horrible reviews, which I whole heartedly believe, not one single time did they bother to respond or offer resolution. Disgusting overpriced company, who sells cheap s*** made in China. Never again!

Update: its now 6/3, over 72 hours and item still hasn't shipped. Talked to another person in India and was told they would send out soon, then he said they would send it "in a few hours". Excuse after excuse. Stay away from this company, it's absolutely atrocious how they treat people. Charge is pending on my credit card, so will reverse it once it posts. Such a scam!

They charged me twice for the same item and cancelled my order! Stay away from urbanoutfitters, the worst store ever

I ordered a pair of shoes from urban outfitters on line on dec1st. I hadn't heard anything a week later and since it was a Christmas gift I called to find status. My first phone call I was told that they are locating the item and it will ship or I will get an update in a day two. Again I never heard anything so I called again to be told they just received a shipment and my order will go out on Thursday or Friday morning and I will recieve a notification. Friday I received nothing and called again and was told it was processing and would be shipping that day. I still received nothing so I called on Sunday to be told they still hadnt shipped and I would find out in a day or two when it would. I asked to speak to supervisor, Elena who didn't want to get on the phone with me at first, finally she got on the phone with me and told Me she would call me today to let me know status. She did not call and I just received an email of cancellation of my order. I will never shop in this store or on their website again and recommend that everyone does the same.

TERRIBLE. I accidentally selected the wrong address for my shipping information and I completely took responsibility for it but was asking them to help me change it because I don't even live in that state anymore. They said they couldn't change it and I could try and reach out to them to change it once they shipped it to get it re-routed. I asked what they could do if I couldn't get it rerouted (could they have it picked back up and shipped again) and I said I would pay since obviously it was my fault. They then said it was my responsibility to retrieve the package if they can't reroute it. I work (in customer service) for a company that uses UPS and FedEx all the time, I know it is very easy to change the shipping address or reroute. When I contacted them when I got the shipping notification they said they couldn't do it then and to contact them back in 6-10 hours. It really just didn't seem like they cared at all that I just spent $75. I contacted UPS myself and it was easily changed, so they obviously did not care. Terrible customer service and they should really re-think their model.

Not going to get into a lot of detail... just bottom line... just trust me they suck!
Order from them and you will wish you hadn't

Policies and customer service sucks. I have had 2 repeating situations happen, and both handled poorly.

Okay, to start. What is the aesthetic of this store anymore? I have shopped at Urban for ten whole years. Each year it gets worse and worse in regard to content and quality of the items. I don't like their products, especially for the prices they are quoted at. You can only up-sell a crappy t-shirt by so much money. Cheap, unreliable fabric is basically what every piece of clothing is made of from this store. Second, I am a rewards member. I spent however much money, which we all know is way too much money, and I receive a FIVE DOLLAR coupon. WOW! Guess what you can buy for 5 dollars at Urban Outfitters... ONE BOTTLE OF NAIL POLISH. But even better, you'll pay ten dollars for shipping so what's the point? Lastly, shipping and back ordered items are an essential piece to this trainwreck of a company. I have never experienced so many canceled / back ordered items in my entire life with every store I've been to put together. How are you a huge online retailer and have no idea what's in stock? If it's not in stock simply put NOT AVAILABLE on your website! I can't even count on both hands how many items I had already ordered and purchased that MAGICALLY became unavailable. WHAT IS THIS COMPANY?! Urban Outfitters needs to throw in the towel at this point. As bad as American Apparel was, this is by far 5000x worse. I will NEVER, NEVER, NEVER buy from this company ever again, as many people have already stated here.

My first time buying at urban outfitters was the worst experience ever! At first I couldn't order what I wanted online and had to call customer service to finish my order for me then I had to wait log for my order just to find out today that the freaking customer service lady who did my order decided to order me size six in men's! Are you kidding me that makes it a size 7.5 women's! So obviously I call customer service to complain and the first person I talked to was not helpfull at all and just said all he could do was refund it like really you could at least try to actually fix the problem cause obviously I still want the shoes but just in a smaller size for him to just tell me it's not available in my size anymore! After calling about 5 stores in my area asking for the size I want I decide to call customer service again to realize my size is available to order! So now I'm even more mad havig been lied to by the previous guy and also by the current lady I'm talking to when she tells me that I would have to pay for these shoes again AND wait until June for the actually shoes to be sent! Are you kidding me like why do they think I would now buy another shoes now lying for a total of 2 new sheos that I won't see for a month! And also have had the inconvenience of having to go all the way to Vancouver to just switch the shoes! Overall worst experience ever crappy crappy crappy and also sketchy to if you're orderig from Canada it's pretty much a shot in the dark.

Ordered online electronic gift card, it took 3 days for them to write that my credit card didn't work. The birthday of my frend already passed and I spent a few hours in a panic trying to see what is going on and ordered another gift from another store and I didn't care much about UO. I knew my card is fine. I e-mailed them to cancell my order. In 3 days my friend received an electronic gift card from UO. I was surprised as I told them to cancel plus they said my credit card didn't work. In a few moments I received 3 e-mails -confirmation that my gift card was delivered, confirmation of the cancellation of my gift card and e-mail that they will get back to me about my cancellation request. I was embarrassed with my gift. I called 1-800 phone requesting to reinstate my gift card for free. All the girl was saying almost laughing in the phone was "No", "we can't do this", you have to order it again, we never do this. I requested to talk to the manager. The first sentence form her was " UNFORTUNATELY THIS IS NOT GOING TO HAPPEN" Finally she said she will call me back and never did. I called in a few days and left a massage to call me back, nobody returned my call. The manager name was Samantha. I never ever buy anyyting form them and do not recommend my enemy to shop there. Bunch of arrogant school dropouts