Urban Planet
Reviews and Complaints

I ordered online on January 18, 2024, providing the correct address and phone number. On January 31, 2024, I received an email indicating the package had been sent back to their warehouse because the package was "undeliverable." I had received no phone call and there had been no attempt to deliver to me (I have cameras). Upon requesting to have them re-send the package expedited, considering it had been already two weeks, customer service advised me there was nothing they would be willing to do (except offer free shipping for a next purchase). They informed me that my only option was to wait three days for Canada Post to pick the package up again, and then for it to be shipped. Based on the first time it was shipped, this would take another two weeks. This is unacceptable. I requested customer service to address my concerns, without any result. I requested a manager, and was told the manager agreed. This has been the worst customer service experience.

I purchase thiese sweatpants on the order (01-2835856) on sale for 10 one pair and 5 for the second, purchased 8pairs and 2 were not in stock By longer. The customer service refunded rhe pairs that were on sale as 5 CAD i stead of tjefull 10 and abother pair for 5. U understand that but it was a buy 1 get 1 for half price so the refund ahould be $15.plis tax.not $11. Itis illegal to refund the discounted items and not forfill the appetized price waa on whenI pirchase. If 2 pairs were not available, that refund is one for 10 other for 5 not what you refunded! Integrity is what I worthshp and you do not have this by refunding wrong thing Please issue tbe difference, to avoid a BBB complain, that will hurt your reputation.

It is not abput the 5 bucks but avout the integrity, of bot ripping xuatomers off who obviously cannot afford expensive clothing.

Thank [protected]@ E. M

Sent from Proton Mail mobile

Urban planet music is so annoying
Just want out of here
So loud obnoxious rap
I want to shop, but all I want to do is leave. Even my teen hates it
Turn on normal music!
And ya playboy underwear with rude sexual pics. How can I even shop here anymore with my kids?
My daughter wanted to try the bathing suit and it is connected I said can you unconnect so that SHR could try it on the lady says you're not allowed to try them on then tells me to try on the bottom and the top 1 at a time, does that make any sense?

As we were shopping and choosing what we wanted for 2 hours inside the store on Boxing Day Monday December 26, 2022. We wanted to go try some of the clothes so we asked someone the associates were the change rooms are. They told they are by the cashiers and we go try them on. As we got to the change rooms the associates told no they closed someone keeps sending people here when they are closed for the day and you can’t stand here to look at the mirrors either (Nun prepped stuff). So went to to see in a mirror and they were also blocked. So we found a mirror which was open so we started to look at the stuff we went to buy to insure it’s the right size. Then the manager came said you guys can’t use the mirror. So why asked why not and he came pushing us out of the way and blocking the mirror and called security to kick us out. We wasted 2 hours in the store for nothing and ended up being disrespected.

I went on boxing day @10:30 location Albert street,Regina,Sk.with my friends for shopping generally i really like all clothing styles there so i spent half hour for selection and then i went for trying my cloths at that time i request for trial room to open and they said we will not open it its store policy i said that its cloths i wanted to try and buy bcz i m not from city i don’t wanted to come back just to return or exchange and they start laughing at us and said if you don’t wanted to buy cloths its ok i have said i wanted to buy cloths thats why i am here in the morning and they humiliate us infront everyone and then they again start laughing when we are leaving store without buying anything thus is my worst retail experiance ever

On November 25th I placed an online order for 3 items. I received an email confirming my order. On November 29th I received an email stating my order had been shipped and was on its way. On December 2nd I received another email stating that two if the items (that they said were already shipped) were out of stock. How can they confirm an order, take payment, claim the items are shipped then say they are out of stock? 3 days later their website still shows the exact same items available for sale?

Hi. I just want to share my experience at the Urban Planet STC branch with the staff named Nicole. She’s at the dressing room at the ground floor on November 13 at around 5:40pm. She is not helpful and grumpy. She’s rude. I handed the clothes to her, she grabbed it and threw it on the pile of clothes in front of her. Her facial expressions and body language shows so much unhappiness in her task and she’s not pleasant. I would appreciate a response to my concern.

The store is great and i feel like she needs training because the rest of the staff are great.

Thank you,

Sheryl

The store Manager of Sunridge Mall, calgary - Sandy and the district Manager of Alberta- Nha.

Made my life harder every second working in Urban planet.

I started working in August but my training was being held in Sunridge.

Calling me brown was one thing but every second passing constant shame was too much.

I was called a labor, good for nothing and Even calling my food, habit, and looks disgusting.

On Last Monday, 10th of October, the so called racist district manager gave me a separation package and asked me to go home.

It’s mentally and emotionally torturing that the people I work with live in fancy world.

I am not working with the store anymore but I want to make sure that no body else should face anything like this anymore.

I wish I would have recorded there giggles and laugh after looking at me but as a evidence you can see the reviews of the store

Store manager at Scarborough town center was yelling so disgustingly at the sales girls. She embarrassed them in front of me and a few other customers. She has no reason to yell at what looked like young girls in their teens.. very disturbing I must say. My family frequently go there and spend a lot on my 5 kids there nearly every week. She cannot be speaking to her employees in this manner. Please do something about it asap

I want to have a voice and speak what I think is right and need to bring forward. This store is selling "PlayBoy" clothing merchandise to children and especially underage teenagers. This company should be ashamed of themselves. Selling porn to children. It is very inappropriate for this young generation to even have access to buy something like this. It's disgusting.

It’s bad enough this store doesn’t even offer a refund at all, but have a 14 day policy to exchange and won’t except any after that. This is the stupidest rule ever. The company does lose any money by doing exchanges so why can’t I exchange clothes that i do not want from maybe a month ago, for other clothes that i actually do want and it’s a win win for everyone. I work in a retail store that will literally take a return from a year ago and you can still get store credit for it. Urban planet needs to fix the dumb “14 day policy” or they will lose a lot of customers over something so stupid. I went in today to exchange some items i bought in january (the change rooms have been closed forever and i had to bring it home to try it on and did not like it) not thinking anything of it because the employees have always taken my exchanges even past the 14 days, but for some reason today it was a problem. I see no purpose in there even being a certain amount of days for exchange considering once you buy something there is no way you’ll even get your money back only a store credit. You should be able to exchange it whenever you want. Please fix this now!

I was at Yorkdale Mall today and saw the window display for Urban Behaviour promoting a track suit. The tracksuit had a huge logo "Playboy" on it.
As a parent I am disgusted. This is something you want impressionable teenage daughters promoting? It's not enough that music videos have turned into soft porn videos- we now have to walk around promoting a label that encourages porn on our teenage daughters as well? Why are young girls being used to promote this brand/enterprise? This is called social conditioning!
This is not a fashion trend nor should it ever be. It is demoralizing and letting young girls think it's trendy/cool to get naked and make money off their bodies. Its demoralizing, it sends the wrong message and should not be promoted at a store who's main customers are teenagers! I AM DISGUSTED! I will no longer be shopping at your stores and neither will my children. I have alerted other parents are also enraged and disgusted .

I worked for urban planet city centre east in 2019 in Edmonton, Alberta. I was unfairly treated. Everyday the manager harassed me and very consistently verbally scathed me about being hired as an intern via mental health clinic facs Edmonton. I was repeatedly harassed regarding my mental health involvement. I did'nt feel that I should be harrassed for recieveing mental health services, or their referral to work with urban planet in Edmonton. I was refused my t4 tax slip. I still can't claim the income on my taxes. All of my paycheques were mailed to facs mental health clinic. They won't give me any copies of my employment. I am disappointed. This was an unreasonable experience.

While shopping with my children at the Urban Planet on Sportsworld Drive we encountered the store manager improperly wearing her mask which was dangling from her ear. After serving a another customer, she continued to keep her mask off and when it was our turn to be assisted we asked her to please put her mask on as we were in close proximity. Her response was to rudely roll her eyes at us and justified that she was hot from walking around.
We are a family of front line workers who have battled the virus twice, and understand that PPE can be hot to wear but it is necessary to stop the spread of the virus. We were very uncomfortable shopping in this store where customers are disrespected and COVID-19 safety measures are not upheld by staff. Please implement stronger safety measures and further training for your staff. We will not be returning to this store if this disregard for safety and basic curtesy continues.

I bought a black cardigan about a month ago and I loved it. I only wear it about once a week so I am dumbfounded at the fact that the sweater has a huge tear in it. I thought urban planet was supposed to be high quality but I guess not. I noticed the gash in the sleeve as I was on my way out the door to school. I don't even know how it got a rip so big in it. Maybe while doing laundry but I always hang dry it so even still I'm confused. It looks like there was glue holding together the seam of the sleeve. I'm upset that I spent money on a product that isn't going to last. I had to wear it in class because I had a tank top on. It's started unraveling so it's going to be very difficult for me to mend at this point.