I bought two sofa beds click click from urban outfitters they both broke within 3 months. The customer service was appalling, absolutely not interested in helping me. I spent £1600 I'm the two sofas and 275 getting one of them fixed, the other one had to sit up against a wall cos it doesn't stay up. Can't wait to get rid of them. A complete waste of money. Will never buy from them again.
Really disappointed with my experience. I ordered an "in-stock" item that has never shipped, and then it was canceled with no explanation whatsoever. Customer service is unhelpful and slow.
Ordered from Switzerland for 180€. Checkout said there would be no extra fees — I ended up paying 40€ in customs.The items didn’t fit, so I initiated a return. The website advertises “30 days free return,” but this only applies to UK customers (not clearly communicated).After carefully checking the return process and confirming the address with customer service, I paid 60€ to ship the items back.The parcel was returned to me because THEY failed to respond to customs on their side.I contacted them multiple times. I was forwarded between departments, repeatedly asked to resend the same confirmations, and no one took responsibility.Their solution?“Try sending it again.”So I’m supposed to pay another 60€ and just hope this time they actually respond?Total paid: 280€ (180€ orginal order value)Refund received: 0€International buyers, beware.
I placed an order in the morning and my credit card was charged. In the afternoon I receive a email that the order has been cancelled “ due to no response to our request to validate your order. ” what request? Since when do you need to validate an order with an online retailer? Chat with an agent online resulted in they asking me to call and place the order over the phone. No thank you.
I checked via Apple Maps what time the Cherry Creek Mall location closed tonight (Thursday) and it said 9pm per the information posted online. I walked into the store at 7:50pm and immediately upon my arrival key holder Mazey walked directly up to me invading my personal space with tone and alot of attitude in her voice telling me the store closed in less than 10 minutes, I then told her that I was unaware and was informed online otherwise. She continued to have more attitude and said well it isn't Friday and we don't close at 9pm on Thursdays, again I relayed what I looked at and ensured I would be quick, as I only came into the store to look at stockings, after I walked over to the stockings, her as well as all the other associates started to bad mouth me behind cash wrap while I wasn't even 5 feet away, extremely unprofessional. After not finding a suitable pair of stockings, I walked back over to the cash wrap and showed her the Apple Maps hours provided, she immediately like a miracle dropped her tone and adjusted her attitude. She was silenced after proving I was correct, then said that was weird, I then turned around to leave, but noticed on my way out she nor the other employees didn't harass the white customers that came in after me about the minutes left before closing. I found her behavior childish and unnecessary considering the wrong hours posted is a reflection of store management not me.
READ TO THE END!!!Went in to the Cheltenham store after my wife failed earlier in the day to exchange a Christmas present for a larger size. I explained that we were away for Christmas and new year, and that my wife had worked on call at a hospital clocking up 200 hours over the last 10 days and had not had an opportunity to get into town! Anyway, again the request fell on deaf ears! I was met by an extremely obnoxious stsff member who could barely contain her rage, something I couldn't understand as I had remained calm and polite.She refused to exchange the £24 top because apparently my wife "was screaming and shouting when she was there earlier". Now Im really sorry, but If you knew my wife you would know how ridiculous this accusation is, especially over something as unimportant as a £24 top!. Anyway, I remained calm because all we wanted was to change the top for a bigger size, no fuss, no drama, because despite this staff members attitude, and despite her being rude about my wife, I knew losing my temper was pointless with someone like this (a jobs worth!). That was until she growled at me through gritted teeth, "Its over 28 days! I dont care that you have the proof of purchace" she spat with barely unchecked aggression, stabbing the air to emphasise every syllable, "you.are.not.getting.a.refund! ( I didnt want a refund, I never asked for a refund), You are not seeing a manager" she continued, "I wont tell you my name! And you can get out of the store right now!"At this point, absolutely shocked to my core, I pointed out that there was no need for her attitude, I told her that I have a life time working in this exact industry. I pointed out that I am well versed in consumer law, and that I am well aware of what you can and cannot do as a retailer, and what you can and cannot CHOOSE to do. The fact that I had remained calm was a miracle, but I pointed out that if my wife had been spoken to the way she was speaking to me, that I wouldn't be suprised if she had got angry, I reiterateed that accusing my wife of screaming and shouting as a reason for not serving us was not acceptable and that Id like to see the CCTV footage of that! Over a £24 top? I can tell you categoricly it never happened! no way! no how!!Her response, blew my mind. In a sarcastic voice, normally reserved for playgrounds "You may have 40 years experience in retail, but have you ever worked for Urban Outfitters? NO! WELL YOU DONT KNOW EVERYTHING THEN DO YOU!" She literally shouted this last sentance at me!She then proceeded to refuse me a conversation with a manager and told me I had to leave the store immediatelyAfter leaving in utter shock at the whole engagment, I phoned their customer services, I had a lovely conversation with a lady who pointed out that the Christmas returns policy stated on their website, that purchases made between 16th of November and the 24th of December 2025, can be returned for a full refund or exchange upto the 31st of January 2026. I guess those working for Urban outfitters DON'T know everything either! Especially when it comes to their own returns policy, and just maybe they should train their staff not just in company policy, but customer service aswell before throwing out clients that have literally spent thousands of pounds there over the last couple of years on two teenage daughters! Something that will stop with immediate effect!On hanging up I concidered the fact they may say they dont believe what I was told and further delay the process to be bloody minded, nothing would suprise me at this point! So I entered into a chat online and have a screenshot of the definitive answer to my question, can I get a refund and can I get it instore, see attached response, but in summary "yes you can have a refund, and yes you can get it instore!"I will go back tomorrow, and demand a meeting with the manager, Im not holding my breath, but i will update you all tomorrow.Oh, and suprise suprise, I no longer want to just change the size.Disgusting attitude instore, the worst I have witnessed in my life
Poor customer communication and misleading charging practices. Sales are charged in US dollars, but this is not clearly stated, causing confusion and additional charges!
Just letting the world know not to order from Urban Outfitters. Ordered a dress December 1st for my daughter. They still have not shipped the dress and will not give a refund.
I ordered a gift card to be delivered by post on 8th Dec, never arrived and trying to get a refund had been really hard work - they have had my £50 for over a month. I would not recommend - avoid at all costs
Missing parcel will not refund
I spent almost £250 on gifts for Christmas. They use the cheapest delivery service - Evri. Who left the parcel god only knows where while I was 15 miles away. The company have refused to take accountability for it and told me they won’t be replacing or refunding. Now I’m stuck in a loop with their customer service reporting the same issue over and over even tho I’ve reminded them of my consumer rights.
Christmas order placed on 16 December with a 2–4 working day delivery promise. Royal Mail tracking showed the parcel was never received, which I raised immediately. I asked for escalation and resolution at that point, but was repeatedly told to wait while it was ‘reviewed’. By the time a refund was finally offered, it was too late to buy replacement gifts and the items were out of stock. Refund issued, plus a 20% future discount, which I declined. Very poor handling and slow decision-making.
The worst delivery time and customer Service. Still waiting for my order and without news.
These stores are not disabled friendly and therefore are discriminative.Intended on doing my christmas shopping with families lists but could not get anything due to not being able to access the store.its outdated and unhelpful
First time ordering from UO, spent £195, they say they delivered by showing me the Evri tracker but nothing arrived, no note and I have a Camara in my front door with no sign of delivery attempt. Stuck in a loop with their poor customer service, they also send me a threatening message with liability and criminal activity disclosure! Never ever ever buying from them again.
Ordered item for delivery to store on 2 December and received email saying it would be 3-5 days. Now 15 December and status still says it will be available shortly. Tried contacting customer service twice and have had no response. Now they have a hold on my card for the order amount, no items and no resolution. Absolutely useless.
I left a bad review for urban outfitters which I got a response from, asking me to contact them and they’ll resolve the issue only for them to respond saying they’ve already done everything they can do which is give me a 20% refund for a faulty dress with a massive hole in the arm. Disgusting customer service! Shame on you urban outfitters, I’ve been buying from you guys for 10 years+ and I will refrain from doing so now.
Parcel arrived late
Worst company ever. Order placed 11.27. Label created 11.30. Never shipped. Keep being told to wait 72 hours. Then 24 more hours. Again and again. Just reship the package. I have been charged for it with nothing.
Where to start… the worst online shopping experience I have had in a while. £370 worth of clothes robbed by the courier. Customer service agents who are the least bit helpful possible. They tell you lies, misinformation and then don’t refund you when that’s what you asked for. Then send you the items which were in stock (as weeks have gone by since order) - I ASKED FOR A FULL REFUND!!! Then they apologise, tell you you’ll receive a full refund, but only send you a partial refund and send you other items. You ask them to fulfill their promise; they refuse and then tell you a customer cannot raise a formal complaint. USELESS!!!
