Urban Outfitters
Reviews and Complaints

I have ordered for years from Urban Outfitters online. I guess if all goes well...it ends well. This past few weeks I had my first encounter with their Customer Service. It has gone as follows:

I made an order online, as I always do, for my kid. I have a few checking accounts and I added my new card that was not yet on my account. I began to order and CHOSE the new account. Everything went as normal. With in about 30 minutes I got an email confirming my purchase. Here is where the problem lies... I got 2... yes 2 emails. These confirmed my purchase, however, there was identical purchases made and charged to my former credit card and the new one I just listed. WTH? I immediately called customer service to inquire as to why and make sure that I only got charged once and received one order. I was advised that they could NOT help me. That once an order is made they cant stop it. They did say that if I called when I got the "shipping" confirmations that they could request that the one charged to the wrong card could have a mailing correction and be mailed back to them... then they would credit my credit card. After complaining... they assured me that I would be credited once the item returned (although technically I called before they even made the order) and then advised they would send me a "discount" coupon for my troubles. So... a day later when I got the shipping confirmations, I called to have the 1 order returned to their mailing address. The lady that helped acknowledged she got it taken care of. Although frustrated with the steps I had to take, I was relieved it was over. OR SO I THOUGHT... The next day I received an email saying that my address correction could not be done with a "sorry". By now I was so confused and frustrated I decided to let it all just play out and see what happened. After all, the lady the day before said the shipment was rerouted with no problems.

Well... a week later... I got both packages. CRAP. So now I have to return one myself at the PO. I will let you know how this works out but for now... Just be aware that their customer service is horrible and fails. They took no responsibility. They got nothing accomplished.

Their customer service is terrible! I had the worst online shopping experience with Urban Outfitters. I made an order believing I was on the Canadian website and the price was in cad dollars. When I made an order I realized that they charged my credit card in USD. So they actually took $300 instead of $170! I contacted customer care immediately since it was a horrible mistake. I spent hours trying to solve the problems, but there was absolutely no help from customer support! So now I have to return the items in order to get a refund. After reading the other reviews I doubt I'll even get my money back! So disappointed!

I decided to order something from Urban Outfitters and made an order back in December. Half of the order shipped within the correct time. Items were fine, but I was curious what happened with the second part of my order. So I contacted customer support and asked what was going on. They actually cancelled the other half of my other without telling me. They apologised and offered e a discount coupon. I asked for a refund, but they refused to give me my money back, so I decided to accept a coupon. They promised to send it to me via email. Several weeks passed and I received nothing. Shipping is terrible, customer service is terrible, and you just can't rely on them. I will never order anything from Urban Outfitters again!

I ordered a pair of shoes. Shoes looked great and there was sale. So I bought them for $70 and was extremely happy. Two weeks later I received the package. Shoes looked used and they were a bit dirty. I decided to return them and then I noticed a tag on the box. It was a sale tag and stated that actual price was only $30! I called Urban Outfitters many times till someone finally answered. I explained the situation and they said „Ok, call us back later”. I called again but their line was always busy. I also sent emails, but there was no response. These people robbed me and they no they are ignoring me. They will not return the money, exchange anything or ask you if you were happy with your purchase. Don't deal with these thieves!

Order no: T129905575 Date: 17/05/2015
I am having problems getting a refund from you guys. I returned items that costed me £100 on the 17th June and am STILL waiting for a refund. I’ve been going back and forth with your management team at the store I returned my items at to try and get this sorted out. Supposedly it’s something to do with your I.T dept. There’s certainly nothing wrong with my bank account.
How an International retailer can’t manage to perform a simple refund is ridiculous. It’s getting beyond a joke now and extremely frustrating for me. Other retailers have had no problems whatsoever refunding my account within 2 working days. Why you just can’t do a transfer of £100 into my account I don’t know. Better still, your store should just give me £100 cash and U.O can sort it out internally rather than make me wait.
Sort it out Urban Outfitters, this experience has put me off ever shopping with you again.
On another note, sort out your online customer service. Since I’ve received no refund from U.O, I contacted your online customer service twice and all I get is ‘give us 72hrs to investigate your situation’. Really? That’s it? I give you 72 hours and not one single advisor has got back to me. Do you think it’s ok to treat your customers like this? Ridiculous is an understatement.

As I was drinking my coffee yesterday, halfway through, I noticed that the paint from this spoon had essentially melted off the spoon and into my coffee, which I was then ingesting. I experienced nausea, vomiting, dizziness and a headache. When I emailed Urban Outfitters with the picture, they told me I was unable to return, since it was more than 30 days past the sell date, but could exchange the product or receive store credit. Right. Because after 30 days, it is acceptable for one's silverware to break down into their food or beverages. No mention of the fact that this product was not only defective, but potentially dangerous. No research was done into the materials used to make this fine spoon to see if it could be bad to ingest this paint. I feel that they should pull this product, lest this happen to someone else. I just think it is unacceptable for this to happen and something needs to be done about it.

On January 21 2015, I purchased 3 shelves in total: 2 of the "SHELF:40L COOPER(1/4)" in Dark Grey (Model #[protected]) and 1 of the "Assembly Home Multi-Function Wall Shelf" in White (Model #[protected]). On February 3 2015, I received them. The 2 "SHELF:40L COOPER(1/4)" arrived fine, however the 1 "Assembly Home Multi-Function Wall Shelf" was extremely wonky (not straight at all). I contacted their Customer Service via their online form, and received a response on February 16 2015 that they received my complaint, and they will send out a replacement shelf. They also indicated in this email that I did NOT have to send back the original shelf, as I had expressed in my original email to them that I did not want to pay for shipping from Canada to the USA to send the shelf back as it would end up being very costly to me. Their exact wording from the email went as follows: "We do not require that you return the item originally sent to you back to us." I received the replacement shelf on February 19 2015, and it was in even worse shape than the first shelf. While it was straighter for the most part, it arrived extremely scratched with paint chipped off of it in chunks, as well as being rusted. I contacted their Customer Service again on February 19 2015 expressing my disbelief that they sent an even worse replacement (and sent many photos of the damage), and asked for a refund because both products are unusable and garbage to me. I then received a response, part of which I have copied here: "Unfortunately, we are unable to provide a pre-paid SmartLabel for International orders. We agreed to reship the Assembly Home Multi-Function Wall Shelf, in exchange for your mailed return of the damaged one. If you refuse to mail the two Assembly Home Multi-Function Wall Shelfs you have at this time back to us you will not only not be able to receive a refund, you will also be charged for the replacement that was sent out as well." As they had stated in their previous email to me that I did not have to send back the first faulty shelf I received, I had not sent it back and did not expect to be charged for both shelves. I responded to that email and let them know that I will have the charges reversed if they charge my credit card without my authorization, and that I would be contacting the Better Business Bureau. I have not received another response from Urban Outfitters at this time.
Can't believe that they do not stand behind their product quality, nor do they offer any kind of decent customer service for sending out two completely faulty products, then expect the customer to pay for both products. Unbelievable.

I ordered a few different items from Urban Outfitters on the 1st of December 2014 - Order # Y114845414. I received the items a few weeks after that order was made, unfortuently two of the items did not fit so i sent them back to there Australian Address The next day. I received an email on 24th of December informing me that my return was successful however the two items they had listed where not the items i had returned, and equaled a far less amount. The total return should have been $41.58 and the items they claimed i returned only totaled $27.72 - I replied informing them of the correct items, including the product numbers and pricing for the items and asked to please re check the items they received from me. I still haven't got a reply in regards to this email, Since then i have sent a countless amount of emails to Urban Outfitteres in regards to this issue and havent once got a response back from them. On the 20th of Jan 2015 i received an email saying my refund was successful, however it was for Order #: T126734516 for the total of $13.86 - I have again emailed themusing there online complaint form, which told me i should hear back within 24 hours, and still nothing. Incredibly dissapointed with the lack of response and resolution from the Customer Service team. Hoping they can finally Reimburse me the correct amount. I am definitely discouraged from shopping online with them again, which is such a shame.

I submitted an online order on 10/14/2014, which included components of a Halloween costume. The original order was shipped standard, due to the fact that it was ordered 2.5 weeks before Halloween. I called the customer service line on 10/28/14 and asked why I had not received the package. They informed me that it had been lost and that they would send a new order out with overnight shipping, in order for it to arrive before Halloween.

I called back on 10/29/2014 to double check the status of the new order. The customer service representative informed me that the new order was shipped out with standard mail and would not be received until the following week. I then asked for the order to be cancelled, due to the fact that it was not worth buying if it would not arrive before Halloween. She informed me that the order was too far along in the process to be cancelled and that I would not be refunded until I shipped the package back.

Needless to say, I am very frustrated and disappointed with the customer care of urban outfitters. The customer service representatives were extremely unhelpful, condescending, and impatient when I was attempting to understand what had happened. I was very confused as to why the second shipment had been sent out with standard shipping, as opposed to next day like the original representative had stated. Additionally, the fact that the order could not be cancelled (even though it had not been shipped yet) was very frustrating.

I wish urban outfitters would understand the value of $50 for some of its customers. Because I will not be refunded that amount until two weeks from now when I am able to send the package back, I am now unable to buy a new Halloween costume. I know there are problems much worse than this, I just wish this store would be more understanding and patient with it's customers.

Urban Outfitters have started to make fashion crop tops with Lord Ganesh on there. This is really and truly wrong as it is disrespectful to our religion. Those t-shirts are worn when people eat meat and drink alcohol. Those t-shirts may also be thrown on the floor or even in the dustbin which is wrong. it is unfair to make someones religion into fashion and make peoples beliefs into a joke. Our religion is just like every other one out there and it should be treated with respect and it needs to stop.
Thank you.

Only found out about this website after Urban Outfitters failed to provide the products I paid for, and guess what, like so many cases reported here, they refused to arrange refund. I ordered from Urban Outfitters a total of 3 times. The first two times products reached me just fine. Third time around it was a total scam, I quoted the events below:

21 May 2014 - I ordered from their website
23 May 2014 - It was stated on the link for tracking as provided by Urban Outfitters that the parcel was shipped
27 May 2014 - delivered as advised by the same link
30 Jun 2014 - I approached Urban Outfitters as the parcel never reached me
4 Jul 2014 - Urban Outfitters replied me refusing to trace the parcel as they have a "30 day limit on all non-receipt claims"
5 Jul 2014 - I wrote back disputing their limit as it was never communicated to me. It was not in their service terms and conditions and was never informed to me when I ordered. I requested a refund.
9 Jul 2014 - Urban Outfitters replied repeating their "30 day limit on all non-receipt claims"
10 Jul 2014 - I filed yet another complaint as it was ridiculous that Urban Outfitters expected their customers to bear the costs of their terrible courier service
14 Jul 2014 - Urban Outfitters suggested for me to report the case to the Police (what?!)

So every time you order from Urban Outfitters, be prepared of their poor courier service and ridiculous customer service. Another thing that puzzles me is how it took them days to give standard replies repeating their 30-day limit. Urban Outfitters not recommended.

I placed an order online for some home furnishings items on sale. I had been having some problems operating the website: signing in and out, adding shipping addresses to my account and completing the order. I finally resolve the issues somehow, but the shipping address was changed to my billing address. This would mean that my rug, duvet cover and shelf among other things would be delivered to a P.o. box.
I immediately contact the company by email requesting that the address be changed. I received a response from Kristin Ripley stating that the order cannot be altered once it has been completed, and offered chancy resolutions that didn't involve any action on her part. She went on in several paragraphs to indirectly state that the mishap is a result of my own error. Not only did her response offer little to no help at all, but she neglected to address the problems with the website or any inconvenience caused to me. I responded expressing my unhappiness with this experience, and she replies stating that she has cancelled my order! I have read some pretty bad reviews before, but I've never experienced anything like this. All I wanted was to receive what I ordered where I can easily retrieve it and now thanks to this horrible CSR rep I won't be receiving anything. The service is terrible, te website is a nightmare. I urge you to stay away!

On 11/17 I ordered a pair of oxfords from urbanoutfitters.com at $49.00. In order to get the free shipping I also purchased a soap dispenser that was on sale for $3.99. I received the soap dispenser quickly, but I am STILL waiting to receive my oxfords. It is now 12/5. Using UPS tracking I saw that my package was to be delivered on 12/1, which I already thought was a bit of a ridiculous wait, but got over it. Then 12/1 came and went, no package, so UPS tracking said they updated the delivery date to 12/4. I never received it yesterday! Now, using UPS tracking I don't even have a delivery date and they have screwed up my shipment NUMEROUS times. On UPS tracking it said that my shipment was being "transferred to USPS for final delivery as requested by the sender" which I have NEVER heard of. Now it says that it is there, but something happened to impact delivery. I am so outraged! They have shipped my package back and forth from NJ to NY at least four times now. I am horrified to think that someone else has received my package or that it will just be thrown around and lost and I will never receive it. I have never had an issue like this before, but I now know that I will NEVER purchase anything from Urban Outfitters online again, especially not with their free shipping. I'm also very angry with UPS and USPS for messing up my shipment so many times. This is absolutely ridiculous.

I shopped at UO for three items totaling $159. I never received the product, even though UPS said it was delivered at my place. I disputed UPS answer and they failed to mention where they left my purchase, only saying it was in a 'safe' location. The ups guy who delivers at my building says he doesn't recall delivering my package. Urban outfitters will not refund me or reship my items! It's really frustrating as they do not care about me spending money in their store and never getting what I paid for!
Terrible situation. They don't care about their customer!

I don't usually shop at Urban very often but my friends and I went yesterday just to really get out of the house. We were shopping and we all had something in our hands that we were planning on buying. Then this really rude employee came up to us and said in a really rude tone "You know this isn't a hang out place?" WE WERE OBVIOUSLY SHOPPING IN THE STORE! We were all really upset with her. Never shopping in the store again.