Urban Planet
Reviews and Complaints

I placed an order online for over two weeks at urban planet and the order is not nowhere to be found. I sent multiple mails to the customer service email and also called and left a voicemail but no response still.
I really do hope I can be reached out to, so the issue can be fixed because I am a student and don't have such luxury to waste.
Thanks..

I made a purchase of two items on nov/16 and got a PayPal receipt but no confirmation from ub... I checked my account on their website and the order did not show up there either.

Since then I have been trying to contact customer service; left multiple emails and called several times leaving messages with no response.

They basically took my money and ran is the jist of my complaint. I have spent thousands of dollars shopping with them in the past only to be scammed, ignored and essentially treated like dirt. I've opened a claim with PayPal as they are literally ignoring me after taking my money. Considering reporting to the BBB as this company caters to younger people and is likely scamming a fair bit with no way of customers reaching customer service

I have sent many emails to the customer service since may 21st without any response at all as of today, june 11.
No customer service whatsoever!

This is the story
I bought three items from the store at capilano mall in british columbia on may 19th. The manager sold items. Next day I decided to exchange the item at the metrotown store but the store clerk told me that the item in the receipt was the different item. She suggested me to go to the capilano store to sort it out. I came back to the capilano store on may 21st. The manager accepted the his worker number was on the receipt but to my surprise he didn't accept that he made a mistake. Instead he was telling me that he was helping me for "my wrong" that I didn't! When I said that he was accusing me of something that I didn't do, he got very upset and he decided not to exchange it any more. He made a mistake with barcode to begin with! I didn't buy a men's short. I bought a women's short. He scan the wrong item purposefully? It doesn't make sense at all. Scan some other item? I will attach all photos. This is amazing that he was the manager and he was the person made a mistake and acting as if he was the victim!
I even asked him to check the security camera for me but he didn't. Why someone scan a different item barcode? And circled the no return policy? Something is wrong!
I am not happy at all. Bad business practice

Dear Customer Service,  

I was in on the Urban Planet store Londonderry Mall Location in Edmonton to purchase some pijama pants which on Easter sale online from $12.80 for $7 each.  I was ruthlessly informed at the store by one of the supervisor that these pant never go on sale and tell me to buy from online but at the store there is no such offer.  Although that I have shown the supervisor that online price is currently on sale $7 and do not really said that the item is online only.  Then the next day I went to West Edmonton Mall Urban Planet location and they have these pijama pants on sale with the signage for $7 each so I took the photo of the sale sign and went back to Londonderry to show the person that inform me wrongly.  

This time I spoke directly to the store manager named Tracy,   she seem absolutely did not care what I am saying with a photo proof of sale on Easter.  She said ruthlessly that she does not matching the price of this item for other stores mistakes or even head office.  She does not really care to change the price selling at $7 for customers service sake!  She repeated several times that she refused to do the mark down even if I have the proof of photo the the price was marked down from her own company head office. I was extremely upset at her altitude towards customer service...serveral staffs and customers also witness her extremely unpleasant and ruth tone of voice toward our conversation...in the end all I wanted was to inform the store to know better on the promotion of your own head office prices on sale items...Please forward my email to whomever handling customer feedbacks and hopefully the store manager could be informed to improve her customer service skills... 

Thanks 

Joe 

I went to the siren on Saturday in St Michel in the mall "Le Boulevard", and as soon as I walked in, the person who was working there was not welcoming at all. She did not say hello nor did she acknowledge that I was there. I wanted to try some clothes that were on the higher shelf. when I asked her for help, she was annoyed with me. she still gave me the pieces without talking to me. There was no one to help me in the dressing room, so I went in by myself with the 7 pieces that I found interesting. Sometime later, she came in and she entered the room without asking and she told me that I should've shown her how many pieces I had before entering. I explained that I entered the room because there was no one to help me neither with my pieces not with the dressing room. once again, she seemed annoyed. I finally liked 2 clothes and I was in a hurry since I was already waiting for 15 minutes to get my clothes. I put as many clothes on the hanger like I found them, and the rest I handed it on the counter because once again, there was no one to assist me. when I was ready to pay, the same girl who has been rude to me all along, said to me that it's rude to just hand it the clothes without putting them on the hanger. I explained to her how I did my best and I could not put the last 2 because I was in a hurry. she gave me the coldest look. I told her how she has not been giving the best customer service: no smile, no hello, no assisting me after I was done with my clothes and she had the guts to tell me I did not put the last 2 pieces on the hanger. I could not have put anything on the hanger and just given her everything in her hand. This is the very last time I am shopping at Sirens if this is how customers are to be greeted by employees. very unprofessional.

Does this company have no concept of how to run an omnichannel business, honestly! You have no idea if you are ordering something from urban planet or siresn or under any of their other brands. Online orders can be returned but the online package gets sent to the customer without the damn invoice. Customer service tells me to just show the order confirmation email. I go into sirens, explain the situation show my email and the return is processed successfully. I try and do the same thing at urban planet and the manager tells me she can't process the return without the invoice and needs customer service to send her an email in order for her to process the return. Get your [censored] together. If customer service tells me I wont have any issues by showing the order confirmation email then I shouldnt have any issues! Why is it that sirens can do the return and urban planet cannot! This is one of the worst retail stores.

This was my first ever purchase from Urban Planet, and it will absolutely be the last. I picked up a few items to try on, was helped to a fitting room, and realized that the fitting rooms have mirrors only on the outside! So you have to come out every time you try something on to look yourself in the mirror, which also means that almost everybody in the store would be able to see you in different outfits... well, not everybody likes modelling you know! Anyway, given the dysfunctional setting of the fitting rooms, I decided to buy 3 different colours/sizes of the same items so that I can try them on in the comfort of my home. I went to the till, chatted with the 2 cashiers there and asked them how come there are no mirrors inside the fitting rooms and they told me it was to prevent shoplifting! not sure how but that's besides the point. I told them that it wasn't going to be useful for me to try anything on without a mirror, and that I was buying a few items to try on at home. The cashier told me about the $5 promotion, and I did it on my phone and got the discount... all good so far, right? Well, no, because no one told me that the store policy only allows for exchanges but no returns. And since it was my first experience with Urban Planet, and since I am unfortunately no psychic, I had no idea that this was the case until I tried to return the items that didn't fit just an hour ago. I explained to the store manager the situation and that I wouldn't have got all these items should I have known about the policy. All she knew to tell me was two sentences she seems to have memorized... it's the store policy and it's on the counter! Wow! so now we have to worry about fine print when we buy a t-shirt not only when we buy a life insurance policy! Long story short, I didn't get store credit because I have no plans to go to that store again, and I left my $138 shopping bag on the counter since I don't need clothes that don't fit!

Horrible service... i bought jeans with an offer buy 1 get 2 free when i went home i change my mind was too tall... the girl in the store was so rude and didn't want to change it only with the same offer... i didn't like any stuff from the same offer told her i can buy another thing and here's ur jeans n free stuff or give me store credit refused... really i just want my money back and don't want to buy anything from this dull store vaudreuil Quebec

I was in line december 7th for almost 2 hours. Finally I get up to pay. It took 2 ladies to do order very very very slowly. I spent 450 dollars. As I was walking out alarm went on. It took 2 hours to search bags and my daughter was very hungry. I was in vancouver for a nursing conference and took daughter with me for shopping. This was a horrible terrible 4 hours. Long long long story short. I was mafe to pay a shirt again. After it took 2 ladies to scan my stuff. One taking the security code off one scanning. Like come on and thedy messed uo and I pasid again. Thats not all. I was so angry I paid again and left. I went back to marriott and looked at bill. Nothing was discounted. I even asked the lady are you sure you put the 2 for one deal and the buy one get one half and the sale items I bought. It seemed extremely expensive. She said yes of course. I had a call from the manager 4 weeks ago. So promised to esculate this horrible experience. No one has called me back. I want a refund 250_899_7492 brigitta pelcz I expect a call asap tx

I was at your store today around 1:00 in the Avalon Mall looking for a top I saw at another location (the other location had it on a mannequin, however it was the only one they had as they got it returned from the Avalon Mall). The first girl I spoke to when I described the top told me they didn't have it and showed me something else.I said that I wanted this top and the other store said that you had this particular one. She told me they didn't have it a it must have been older and with that she walked away from me.
I looked around the store again and saw another employee and asked her about the top I wanted and she pointed at the front of the store and told me to check out the tops over there, it may be with those. I told her it wasn't with the tops there if she could call to the other store to get a code from the top I wanted. Her response - "I haven't been trained to make calls" . I asked if the manager was in and she said- she should be, I asked to speak to the manager. She went to the back room and a short time later she came back out and told me the manager was on her break. I asked again to please speak to the manager and she told me she's on break and out of the store and she couldn't leave the store. With that I walked out of the store completely frustrated!

Store: Scarborough Town Centre (In Toronto, ON) 1st Level Urban Planet
Date/Time of Incident: Saturday June 13, 2015 approx 11:45am ET

I am absolutely astonished and disgusted with the experience I had at this store today. I had requested to use the fitting room with some merchandise and as I was trying on some pieces, my mother had come into my stall so I could show her how the outfit looked.Everything that followed this has me completely mindblown. The person responsible for the fitting room immediately tried to barge into my stall, yelling at the top of her lungs "GET OUT NOW! GET OUT NOW! YOU CANNOT GO IN THERE!" She kept banging on the door insisting that my mom leave the stall - my mother and were both confused and the girl continued at the top of her lungs "ONLY ONE PERSON IN THE STALL! GETOUT NOW! GET OUT NOW! SECURITY! SECURITY! SOMEONE CALL SECURITY!" It was COMPLETELY barbaric! All this time, I was half dressed, ie - half naked. I was hiding behind the door as this girl kept trying to barge in through the stall. I feel absolutely VIOLATED. The policy may be that only one person in the stall, which is fine. But please, there was no explaining or at the very least, any sense of professionalism at all. The way this young person acted had me really embarrassed and made me instantly just put all the items I had in my arm down. I feel disgusted and violated and makes me not want to visit this store EVER AGAIN. I instantly lost all interest for shopping at this place because my privacy was VIOLATED. I feel mildly assaulted at the way this lady acted. I will be sure to share my experience with social media as I don't want any one that I know to have the same experience I did.

I had asked to speak to the Manager who refused to give me her name and did NOTHING to solve the incident. As I explained to her how I was violated, she just nodded and said nothing at all. Not even a single apology.

I will NOT ever be okay with the way I was treated at this store. My privacy was physically violated.
I

My friend and I went to Sirens at Fairview Park Mall in Kitchener Ontario yesterday night to purchase 2 shirts. We were in/out of the store within 10 minutes and the customer service I received was appalling. I work in retail and was shocked at how I was treated! The store manager cashed me out and didn't bother to fold the shirts, she tossed them in the bag also forgetting to take the plastic tags off. She also didn't explain to my friend and I that you can't return the shirts... about 5 minutes after I bought them I noticed that the 1 shirt was dirty and the other shirt still had a plastic tag on it. I went back to the store to refund my purchase only to be told I wasn't aloud to get my money back for a DIRTY shirt and a shirt with a tag still left on and wrinkled from not being folded. Not only did they refuse to give me my money back without explaining the store policy when I purchased the shirts but the manager was extremely rude and gave me a lot of attitude. Since they refused to give me my money back they put the money on a store credit... except they put less than the amount I purchased the shirts for. I was given a store credit for $31 but I spent $36. I am disgusted with the customer service I received and had the worst shopping experience I've ever had.

My 10 year old was injured at Urban planet April 29, 2015. There was a water spill unattended and workers were aware of. They couldn't find a mop and they do not have a wet floor sign. The one girl watched my girl fall and smack her head and crying, did nothing. Didn't go to her didn't call security. So they were trying to shoo them out her grandma and sister and her. I called they said Yes sorry that happened and nothing we can do. So we went to the store and they were not going to do an incident report. I go in the next day spoke to the Manager Bernard holy an was he the meanest ever so yes I changed my tone with him. I asked if they could say sorry to my daughter he said NO, I said why not? He ignored me as he doodled X and whatever on a paper and I said excuse me do you not care he ignored me, i repeat he goes what do you want lady, I said please say sorry he refused. 5 Min later he gets mad slaps his pen down his arms all over says rudely SORRY. Looks at me says there was that good? I said excuse me, you need to be sincere as my 10 year old watched. He then ignored me he said the fax wasn't going threw and madly grabs the machine shaking it says LOOK IT DOESN"T ACCEPT WATCH and shaking it and yells watch I said wow buddy you need to calm down he goes stop being rude I said I am not but you are out of line I have been in customer service industry for 22 years and I do know safety protocol and you guys do not have that. He said I don't need to say sorry until it is all sorted out. Well HR is ignoring us, anything to do with this company they are ignoring us. This is NOT FAIR, my child has a broken pinky and one side of her hand was fractured and she goes back for X-rays next week.

I have been shopping at this Sirens location at Conestoga Mall in Waterloo for over 1 year now and have repeatedly experienced terrible customer service. Sales associates are neglectant of customers, completely ignoring their guests and their needs, from standing by clothing looking for sizes in their deep ranks to needing an article of clothing that is placed very high that only an employee could get. Employees treat their working as time to socialize and talk with their other co-workers which is completely inappropriate. After today's visit, when waiting for over 5 minutes for a change room with having no employee come to help us, I looked into the back room to see a sales associate taking a photo of herself on her phone. The fact that her priorities are so out of line is shocking and unacceptable. The low prices of this store no longer make it worth it, as time after time again, customer experiences at this store are atrocious.

I had a very rude experience with a staff person while I was shopping at this store.
There was a dress there that only had 1 xs left. I went to check out other stores before I wanted to buy it. I was gone for 30 mins and when I came back, 1/3 of the rack was gone. I looked around and found them on the cashier counter. I went through the pile and couldn't find my size. Someone must have bought it. A lady approached and demanded, "What the hell are you doing?" Yes, she used those exact words. As I was explaining my situation, she rudely brushed me off. Another coworker noticed this and came to help me. I didn't look at other dresses or purchased anything else because of this terrible experience. I will never shop at this store either.

On May 23, 2012 i have bought a Gift Card at the Guildford Mall Sirens. The gift card was purchased for One-Hundred dollars.
Upon purchasing the gift card unfortunately I was not informed that the gift card was non-refundable. When I have gone back to Sirens on May 24, 2012, not only was the staff unprofessional with an extreme lack customer service skills, I had my back turned to and was ignored. This was at the Lougheed Mall location. The receipt isn't clear and i did not see a "FINAL SALE" stamp on it or that gift cards are non-refundable. I believe any gift card should be returned, because it is cash money not a piece of clothing, accessory etc. The staff did not listen to my concern about returning the gift card I couldn’t even get a number to call the store manager or to speak to a professional. I was very disappointed for being ignored and the service was not performed correctly, I believe I was tricked. Two other customers overheard my concern and were trying to be helpful, the staff was also rude to them. The two customers walked out of the store leaving their items behind, Sirens then lost two sales because of this.
I have tried to contact Customer Service a few times now and left messages. I have not heard back from anyone and there is never an answer to this day. This is a joke and complete BS.

Urban planet, was one of my favorite store not until I went for a shopping today January 13, 2012 and find a crooked policy it has.I shop for some men items which it has a sale particularly this hoody sweater as for original price was 19.95 and it has a slash red on price tag.It only have two same design left in the rack where the rack has red posting $10.I took a look on other sweaters which has $19.95 and same as I saw on the sweater I'd like to purchase has red slash on.As I went to the cashier to purchase those items, the cashier find that the sweater I got doesn't have a price tag on so he page a sales lady nearby the rack to take a look of the item. In my head, I calculated 10 bucks less to the total I purchase and I pay it in cash.On my way out I took a look at my receipt and there I found out that the sweater has been priced of the original one instead of the sale they are having.I talk to the sales lady if my understanding of the sale is right and she agreed with me that I'm right so she directed me to go back to the cashier to straighten things up.I went to the same cashier who did my purchase only few minutes ago.I told to the cashier the mistake and obviously, I'd like to take it back the excessive amount I paid and right away, I got surprise of their policy of no refund, instead it will be a store credit on my next purchase.I don't want to make a scene but I find it that their policy is so wrong in such manner that I never try it on or damage any items I purchase and return it to them.It is their mistake but it feels like I 'm forced to spend again in their store just so I could have my money back or give away to them. I got home I find it as well that the cashier type my name and my surname wrong even if he even asked me to spell it for him.It is ridicoulous, what if I took a dollar more item in exchange of the refund and not paying that dollar more since it is their fault...Will they allow it?I'm sure no, intead I'l be a pick pocket or being banned to such store...but their policy to me is like robbing me face to face and making a deal that is being forced instead of just returning the money.