"Their new shipping policy has caused me so much stress. I really can't believe that something as simple as changing the address cannot be done or even canceling my order within the same hour that I made that order. Only to be told by 3 separate agents that I had to contact UPS. Once I contacted UPS, I was told to contact UO so they can contact UPS to change the address and I ended up in this infinite loop for 3 days, So in all, I wasted all my time trying to correct a small error. Whatever changes they made to their policy don't take into account errors such as these things and really don't even help in helping out the customer. I have shopped there since I was a teenager and I'm so terribly sad to have been treated the way I was. "
"Package was damaged in transit, can see it through tracking and even called Shipping company verification yet urban is denying everything and refusing to ship new items or issue a refund. Customer service even laughed on the phone, I don’t find anything funny about being scammed. "
"This was by far, the worst customer experience ever. Tried x3 to reach customer service but couldn’t wait more then 20 minutes. Today I decided I’d have to wait for however long it took as Christmas is quickly approaching.... waited 30 minutes and asked for a supervisor immediately. All this for a gift card. Never again. "
"I order often but sometimes it can run small but overall love it "
"Beware: Urban Outfitters will not honor credit or replacement for items they incorrectly ship. In the case of my 13 year old daughter, she checked the front door every day for a month waiting for the record player she woked hard (hours of babysitting) to earn. When she finally called them they would do *ABSOLUTELY NOTHING* to help her out. Unbelievably bad customer service, in my opinion."
"FOUND AN AMAZING PAIR OF SUNGLASSES-BLACK-TRENDY-AND THEY WORK
THE MANAGER TOLD ME THEY ALSO COME WITH A CASE-GREAT SERVICE
--ORDERED 3 MORE ONLINE"
"I purchased a sweater for my little brother on December 4th, it still hasn't arrived and today is Dec. 20th. They seem to have lost it and then it got sent back to Urban Outfitters it's been sitting there with them for a few weeks and CHRISTMAS IS RIGHT AROUND THE CORNER. I've attempted to call and wrote them several emails but still haven't heard anything back. Very frustrating for me, I'm normally a very patient person but this is torture."
"15 years I shop on the web and I have never seen that!
I bought a track suit on Urban Outfitters. Put in the basket and paid for assorted top and pants.
I wait for my parcel and receive only the pants, in the same time an email saying top was not in stock! They did not charge for it but I wanted assorted top and pants.
I only have a pants...
I complain and they blocked my account impeaching me to order again!!!!!
What the f....?
Just don’t buy there you will end up screwed and full of deception."
"Ordered from the site and one item shipped quickly without any issues the others shipped separately and were late because they attempted delivery twice but had the wrong address. How do items that are on the same order as the last one now have the wrong address? After being on the phone several times with UPS and not getting anywhere I called UO customer service who just told me to call UPS back and their best guess is that the shipping label got cut off, why didn't anyone check this? So finally after hearing nothing for a few days I talked to customer service again who said they would send me a refund and I should expect it in 24-48 hours. It took at least 4 days and writing another customer service member to get it taken care of except they refunded me for the one item that actually came on time not the three still missing. Wrote again to customer service who said they would call within a few hours and still haven't heard anything. It's been days and I wrote in as well, nothing. I'm guessing I'm never going to get this refund. DON'T EVER SHOP HERE. "
"I wish there was an option for 0 stars. I have never had so much trouble ordering an e-gift card from a company. I placed the order and received the order confirmation email , and a "welcome to UO" email, but never the E-gift card to print out and send to the birthday recipient. I called twice and was on hold more than 10 minutes each time, wrote 3 emails to customer service and I still never received the E-gift card. I finally just printed out the order confirmation and put it in the birthday card. The recipient received it, went online to use the $50 and they said he needed a pin from the gift card. Well, they NEVER sent it to me. So he called and gave the only information he had for the $50 gift cert. which was the order conf. number. They were not going to honor it so he said he would like to file a complaint and they went ahead and ordered the vinyl for him with $2 left over that he will never get to use. A side note: at the same time I ordered from Urban Outfitters, I placed an order for a E-gift card from REI - I received everything via email within 60 seconds."
"Let me start by saying a friend of mine works in a UO store and I have purchased (in person) from them before, so I figured I would give online ordering a try. Biggest mistake I've made in the past few months. You know that money you work so hard to earn? Yeah, stolen. Three times so far. In the first shipment of clothes, an item was missing. No biggie, people make mistakes. I emailed them and we got it sorted out. Oops, something doesn't fit, and something else is the wrong color, no worries, I'll just send it back to be exchanged! This is when I started noticing that this company has some deeper underlying issues. Almost a week later I get a "received, exchanged, and shipped" notification for 1 of 2 items sent. Awesome! Until I looked at my bank account and noticed that they charged me a *second* time, even though I already paid for my item in full. I am **** at this point, IT IS NOT HARD. So I email them again like wtf, and they were like "you'll receive a refund in a couple of days thanks". Hooray! That issue was fixed, and the item was sent successfully, and fits great! But now I am missing my other item. At this point they have stopped communicating with me altogether, so I had to investigate on my own, and finally decided to call. Before calling I checked my account online, and there was my item! Hooray! But then I noticed that it said it was successfully returned (which is fine at this point) until I checked my bank account. Absolutely no trace or sign of a refund anywhere. That is when I called, and eventually I got them to refund me, but they were not happy about it. To the good people who buy from them and who work so hard for their money, please think twice before buying anything from them, *especially* online. And to UO, you should be in jail. As your employees would say dismissively: "HAVE A GOOD DAY THANKS""
"This was my first time ordering from Urban outfitters and my last. I received my order and sent it back requesting a smaller size.I never received my order back so eventually I called to check on it and found out it was cancelled. They didn't have the size I requested so instead of communicating that to me and asking how I would like to proceed they just refunded my card and cancelled the order. Originally the items were on sale and because it was my first time ordering I got an additional percentage off. Now they will not honor those prices anymore for the same item. I tried contacting the company via email and phone to reprocess the order I originally placed and they refused to offer a resolution. I never got my outfit or a resolution."
"Still waiting my purchase that was purchased a while. They sent me tracking that says will be deliverd estimately on 1/3 . But I couldn't track it . When I called customer service said the item hasn't moved yet will move by the end of the day it's been 4 days since then . The worst part is urban outfitters sent me to to do a survey and feedback about my purchase . Come on I still didn't recive for my purchase . It **** ,knowing u can get the proper service from other stores !!! No words to say I'm not happy about it at all."
"I have purchased several things from them ranging from furniture to bath mats and so fourth. ALWAYS some kind of problem.
I first placed a large order for a few things. Here is what happened.
First table arrives - box completly damaged and left in the rain... Why wouldn't they cover the stuff they put in the box with a plastic bag?? Everyone does it... Meanwhile the table looked like someone put their foot through the box. So fine no big deal - let me get a replacement and hope they can pick this one up.
They tell me it will take 3 days to process a return and 2 days to schedule a replacement - so during the whole week I have to bring this table in and just wait. Guess what happened after a week? NOTHING - called them and they finally sent me a label and I had to go and drop it off at a USPS - was a nightmare. Meanwhile it took another 2 weeks to get it shipped because whoever they get drop shipping from ONLY does ground. So the process to get a replacement takes 2-3 weeks if your luck!
So then I get a bath mat. (Which by the way did not say it was backordered originally but did so after a week into the order - a WEEK!). So then it says I have to wait a month - fine - it's a bath mat who cares. Finally shows up and guess what... it is not even spelled right! It's missing letters... I call them and guess what their two options are.
1. Replace it - go to your mailman and give it to him and we will send you a label in 3 days and 2 days later we will ship out the new one (in other words 2 weeks) - also who sees their mailman? Don't people work?
2. Get a refund - same exact process....
This is the most amount of hassle I have ever had to deal with with any online store! ANY! Even the sketchy ones are more responsible than this joke. How can they even be considered an online store? Seriously....
They need to get their **** together! Hire someone to review your whole process and figure out a way to streamline it. I feel bad for your customer reps who have to deal with people yelling at them all the time! They seem super nice and always answer the phones and they are local which is awesome - but seriously... why do you guys have things so backwards? Also I tried emailing their CEO and not a peep from anyone in his office. NOBODY. "
"I decided to order 2 items, a dress and t-shirt crop top) because their was a SALE which was rare. UO overcharges every single item. For example, the t shirt crop top I bought, was for one a typical cotton shirt that you could literally find one at goodwill for $4.00, was originally $40 which is complete bull but I got it for $10. Anyways, my package cam in super fast. The dress looked more green than mustard like in the picture which kinda made me mad. I ordered an XS thinking it would fit well so the dress looks like a shirt on me.. still wearable though, but that was totally my fault. UO really is a waste of money but also a top brand that everyone loves, so it's hard not to buy lol. "