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1.6 68 Reviews

Urban Outfitters Complaints Summary

11 Resolved
57 Unresolved
Our verdict: With Urban Outfitters's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Urban Outfitters reviews & complaints 68

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Newest Urban Outfitters reviews & complaints

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3:39 pm EST
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Urban Outfitters Furniture significant price drop

Made a purchase of furniture a couple months ago and found out the price dropped $225 today before taxes. Since their policy is offering price adjustment for 14 days, I realize it's past the time and ask for some level of compensation since the price gap is higher than normal and above my personal tolerance. But no one offered any sort of future credit / promo. I feel very upset since the dollar value here is pretty high, and they are not willing to make any effort to help.

Claimed loss: $225

Desired outcome: I would like a reasonable compensation, even if it's just to show some level of customer service

Confidential Information Hidden: This section contains confidential information visible to verified Urban Outfitters representatives only. If you are affiliated with Urban Outfitters, please claim your business to access these details.

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9:38 am EDT

Urban Outfitters Charged twice, payment issue unresolved

I have an august 8th charge of $38.16 from urban outfitters to my bank account. The charge only says “deferred payment”, and that it is from “urbanoutfitters.com”. I made a per chase of two items that day totaling $101.70 this total consisted of a $62.54 Urban Renewal Remade Levi's Low-Rise Crossover Denim Skirt and $38.16 Mitchell & Ness UO Exclusive LA Lakers Back To Back Champs Baseball Hat.

After doing the math I saw that I was charged twice for the hat.

Desired outcome: A refund of $38.18 for the extra hat charge

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5:47 am EDT

Urban Outfitters BDG orange tote bag

The tote bag arrived via delivery last week to my house. I've only used it a couple of times and a couple of days ago it started showing rips at every handle. I am very disappointed with the quality of the bag. I have not got any of the packaging for the bag so I am unable to send it back.

My order number for my purchase: TP32447614 File attached below.

Desired outcome: I would be happy to receive a replacement bag as I really love the style and colour

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Is Urban Outfitters legit?

Our verdict: Complaints Board's thorough examination reveals Urban Outfitters as a legitimate entity with notable strengths. Despite a 16% resolution rate on customer complaints, which invites a closer look, Urban Outfitters stands out for its commitment to quality and security. Clients considering Urban Outfitters should delve into its customer service record to gauge compatibility with their expectations.

Urban Outfitters earns 91% level of Trustworthiness

Perfect Trust Endorsement: Urban Outfitters achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

Urbanoutfitters.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Urbanoutfitters.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Urbanoutfitters.com you are considering visiting, which is associated with Urban Outfitters, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several mixed reviews for Urban Outfitters have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

Urban Outfitters website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • While Urban Outfitters has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 16% of 68 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Urban Outfitters protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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1:03 am EST
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Urban Outfitters Disrespectful and unprofessional manor with cursing involved

Hi My name is Tony Soneath
I have two issue that concerns me

I went to pick up an item that my wife had placed online. Curbside Pickup on the email it stated that the store closes at 9pm not 7pm, but on the front door it's a different time. Why is that?

I arrived at the store maybe 5 mins or 3 mins before 7pm closing time.
But the store had already closed before the actual closing time and that was my 1st issue. So I had knocked on the window to get there attention. And when I did the kind young lady approached me and said that the store is closed and that it would take them 30 mins to cleaned up before going home which I understood and then she kindly asked me what I needed. I told her that I was here to pick up an online order that was placed. My intentions was to pick up the order since it was placed online not shop I realized that everyone is rush to clean up and go home. It should have not been hard to do. The young lady explained to me that they were closed but since it was an online order she was kind enough to help me. When she opened the door the gentleman walked out and waited for a while, but when the young lady closed the door he started walking and talking bad stating in his exact words (don't knock on my f*king and to call next time) and I said to him what was his problem and he just kept walking away. I was very furious. And when the young lady came back with the product. I asked her to tell me the young man's name. She said his name was sam bowling and she also stated his position as an assistant manager. Honestly I would probably get if it was a regular employee, but definitely not an assistant manager. I never met anyone with so much disrespect. I want him fired. His tone of communications and manner is unacceptable
If he does not like his job that much he should not be there no matter what his position is. I am so furious. Action must be taken at this point. Thanks

Please Contact me if any question [protected]

Date and time happen 12/18/20 mins before actual closing time.
Name and Position of the employee involved (SAM BOWLING)
(ASSISTANT MANAGER)

Email Address is [protected]@gmail.com

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2:36 pm EST
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Urban Outfitters Unethical behavior

On 10/29/2020 I placed an order and the next week received 2/3 items. The third item had yet to ship so I contacted UO through chat on their website. The person told me the item was at the warehouse waiting to ship. The week after I spoke to someone else because the package still, had yet to ship. They told me the same thing and that I would receive an update on my item in 24-48 hours. Three days later, I still had not received an update. Today, 11/19/2020, I got back on their website to chat with someone again. I let them know what was going on and they basically began speaking to me like I was unintelligent. I never received an answer about what was going on with my package so I just canceled it. No big deal, but I spend a lot of money with them and there was no point in the representative speaking to me as though I had no brain.

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5:32 pm EDT

Urban Outfitters Sham and duvet

Urban outfitters said my package was delivered on September 25. I was home all day and no one came to my door. I have five dogs and every time the mailman comes to the door they bark like crazy. The package was not delivered. I have contacted urban outfitters twice and they have now told me that I have to contact my creditCompany to get a refund. There is no proof of delivery that I can receive from urban outfitters and yet I have to go to do the hassle Of contacting my credit card company. I have never had a problem with any other company. Our neighborhood is not a high-risk neighborhood. Their customer service has not been good at all and very hostile unhelpful.

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Update by Joseph Wirzbicki
Oct 03, 2020 5:43 pm EDT

OK I am the person who made this complaint. The order was actually for my wife Dianne. When we asked them who is the shipper the response was a company we had never heard of. Why they don’t use FedEx or UPS or even USPS.

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1:10 pm EST
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Urban Outfitters online items not received

l have waited for two weeks for 7 items l ordered online, turns on l only received one of them. l have contact the customer service and they told me the others are out of stock, and l didn't get notified on the day l placed the order, which makes me upset if they are out of stock why the online status still showing that they are shipped! This is totally wasting of my time. And l don't even get a compensation for it.

Here is the order number: TP09410511

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6:21 pm EST

Urban Outfitters unsolved refund

Made an in-store return back in December 2019. The order was initially made online, and I was told I'd get my refund back to my paypal account. It's been months and I've called customer service, written emails to financial corrections department and still haven't received my refund. Called paypal since I've never seen the money coming back, and they told me there was no refund and I need to get the transaction id from Urban Outfitters. Wrote and called. They couldn't provide me the transaction number. So where's my refund?

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10:02 pm EDT
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Urban Outfitters shocking refund process and useless customer service

Shocking return process - I have returned a pants back in mid Sept 2019.
Still I didn't receive any refund.
I have contacted the useless Customer Support team .
Absolutely shocking!
I have exchanged today at least 6 email with the Customer Service only to be asked again what my order number was and what I have returned.
Mind you, I have emailed screenshots with the tracking .

I used to buy regularly from UO online store, until today.
No more, bye UO.

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3:44 pm EDT

Urban Outfitters customer service in store

I had an extremely unpleasant experience with the York store . I entered the store today and browsed for some garments, 15 minutes in I was still not greeted by anyone and it looked as though staff were crowded amoung several different spots around the store chatting, instead of serving customers, not what sales advisors are employed to do. I went into the fitting room to be half greeted by an unfriendly staff member who barely looked through my items that I was struggling to hold as i had around 10 garments, she didn't offer to help me with them and instead just pointed to a fitting room door that was available . Half way through trying on my clothes I realised I had picked up the wrong size for one of my items, I politely asked the girl to grab another size for me, in which she let out sigh and said in a rude manner 'ye' and then turned around and said 'err ..where did you get it from'. After waiting a lengthy 7 minutes or so she finally brought the garment. This complaint will hopefully be recognised by the York store as it is unaccapteable for members of staff to treat buying customers in such an unweloming way when they are willing to pay money towards this brand.

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11:14 pm EST

Urban Outfitters refund never received

I returned two sweaters, both are shown on my credit card. I then only received 1 out of 2 refunded. I called uo and was told the second one was a replacement. It was not. I told uo over e-mail and phone that I have my receipts and that there's no proof of the replacement since there was no replacement. Uo then said that they lost the order number and can't refund me without the order number. How can you not refund my money for something that I can prove with records on my bank account? I will no let this go until I have received my refund. I also will never ever shop again with uo, because it's a scam. I will also report this incident further.

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9:10 pm EST

Urban Outfitters thc game

My 16 year old daughter found and purchased a THC board game at the Urban Outfitters in Suburban Square. I am quite shocked that a company would market and sell a drug game to teens. Urban Outfitters needs to be aware that teens are a significant part of their clientele, and not just young adults. Marijuana for recreational purposes is still illegal in Pennsylvania. A store that largely serves teenagers should NOT be selling a game based on Marijuana or glorifying drug use, and nor is it funny. I have now spoken to approximately 10 mothers about this. They all agree that this game is inappropriate and it should not be marketed and sold to teenagers.

As a psychiatrist, I want you to be aware that the brain develops until your mid 20s. I have seen marijuana precipitate significant mental illness (including schizophrenia) and this does not go away once the person stops using. Drugs, including marijuana, can ruin a young person's entire life.

I was shocked that your store would promote a game such as this. I understand that I need to deal with my daughter personally as well. However, a store should have some accountability and stop glorifying drug use just to make a buck. Shame on you. And the sad thing is that you don't even understand the dangerous psychiatric complications that can arise. I am asking you to consider remove games that are based on drug paraphernalia from your stores, and stop selling them to teens. Making money is not worth the damage that can potentially happen.

I look forward to hearing from you. Hopefully, you will strongly consider my request to remove this product and stop marketing drugs to teenagers.

Best,
Margi C. Shah, MD
[protected]@hotmail.com
[protected]

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5:26 pm EST

Urban Outfitters delivery of papessan chair

sadly, my wife wasted 35 minutes of her life she will never get back attempting to arrange delivery to our very remote location with no one to sign. don't ever try this at home. save your time and money and order from someone else.
just a word to whoever is listening.
customer service- total fail. I am sure the person the person was even literate. supervisor? total shut-down (Renee). customer service chat? Robert (aka robot) with complete and utter summary dismissal.
good luck future customers! we will will not be one of them.

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7:22 pm EDT

Urban Outfitters cancelled my order

I placed an order got a confirmation email, and a few minutes later the tracking status says order cancelled . What is this ? Highly disappointed.

I was super excited about ordering from them, and this is what they do. Also contacted customer service and no response whatsoever . I thought being such a good retail brand, their customer services would be more efficient

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1:58 pm EDT
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Urban Outfitters online ordering process

UO's ordering process works like this: I submit an online order and receive an order number via email; 5 minutes later I receive an email "order cancelled." This has happened multiple times. So, just to make sure I'm clearing bank approval and understand what's happening - I brought bank account up on desktop and ordered on phone; watched on the desktop while the bank approved the order (OK, there's plenty credit limit there so of course transaction approved) but UO still cancelled the order. Again, again, and again.
Strangely, this has happened about 5-6 times.
I've called multiple times; received no information or reasons for this. So, if an order is cancelled, it seems to me someone would be able to explain why? UO doesn't want to deal with it (apparently). This is just poor customer service where employees don't want to help with the problem. Unfortunately, it has been on multiple occasions with UO.

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liza skor
, US
Feb 26, 2020 7:26 am EST

hello! do you still have problem with UO? im from russia and have same problem for one year already and every time i write in support and no answer or help !

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InTheZone Man
, US
Dec 20, 2018 2:23 pm EST

apparently uo uses accertify sw that checks ip address among other things then cancels automatically. i've trying to buy a couple of items last several days w out luck because of this crappy sw. i'm stuck w a gift card so have to use it. not your credit history but their flawed sw algorithm is the problem.

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Lee Hae
, US
Sep 08, 2018 7:23 pm EDT

This exabt thing just happened to me

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9:51 pm EDT
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Urban Outfitters valerie sateen daybed cushion online order

I ordered the Valerie Sateen Daybed Cushion on 3/17 and today 4/5 I got an email stating that the order has been canceled due to no response from email. However, I never received this email to confirm my order! Now item is not in stock and customer service won't even help instead offered 30% discount when ou is having sale already for 30% off. Ripoff! Never again will I ever spend my money/ support ou! I've been a customer of this company since 2000 and now I will never support them again! I will make sure to spread the word!

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5:21 am EST

Urban Outfitters overcharged, had to report for fraud

I placed an order in November 2017. Two holds for total amount were placed on my card, and then the actual charge - so the money was taken out of my bank account a total of 3 times! Then later refunded twice. And then out of nowhere in February 2018, months after I paid for and received my order, I received a new charge. I could not figure it out and customer service told me it was for this November order. They stopped returning emails and everyone says call this other number (back and forth). Had to go to bank and report for fraudulent charge and cancel my debit card.

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12:05 pm EST

Urban Outfitters several issues with them in past but this was major

They unlawfully deducted money from my checking acct. they had a glitch on cyber Monday and told me the order got cancelled or never went fully through of which a month in a half later it went through and I had over 160$ Unexpectedly taken out of my checking through PayPal. Now that was wrong and I could have bounced checks etc. but was even more wrong was customer service was difficult to deal with had to
Make several calls taking a lot of time and still never got things taken care of. Had to contact PayPal supervisor over disputes to get help.

Also had an incident where we ordered a king duvet and paid for a king upon receiving the duvet received a queen size they did give us the difference of our money back

They are not a trustworthy company and after reading reviews I am concerned as to their motives?

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Alexarod
, US
Sep 27, 2018 9:52 am EDT
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I ordered a jacket two weeks ago and it was supposed to come in the following two days. A day later I recieved an email saying my order was undeliverable and they still charged me. I’ve been very patient and I’ve called four times and each time no one can give me an answer. They said that they cannot find my order when I have my receipt proving that I have paid. This is so disappointed and I’ve never had an issue with shipping orders at any other store other than this one. I am so pissed and annoyed at this company right now. I definetley recommend that no one buy their things online because they will scam you and rob you of your money.

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12:37 pm EST
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Urban Outfitters delivery

01/16/2018 I am disgusted at the way your customer service handles itself. I called about an order I made over 2 weeks ago because after two weeks and no updates it said returning to sender incorrect address and the second girl I talked to was the rudest human I have ever spoken to. I have dealt with her before and she was just as rude the first time. I am not sure how she still works for you, get her fired are you kidding me. I had to call another line to get a person that treated me with any respect, they were much better and actually solved my problem (which was not any step up from getting my order but at LEAST I got the promise of a refund) . The rude incapable customer service workers name was tanisha, she sounded miserable and basically signed at me when I told her about my order problem, was extremely rude to me and did NOTHING to help me even though she could if she wanted to do her job, then she rudely said "Call Canada post we can't do anything" when I got a hold of an actual trained customer service rep they helped me fix my order. I have already waited long enough for this shirt now I can't get a refund until its back in their head office, no one can track it and re route it and I have to sit around -60 dollars for a product I probably won't receive for an entire month. DO NOT ORDER THINGS ONLINE FROM HERE. go into a store. I will NEVER order online again.

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10:49 pm EST

Urban Outfitters wheelchair access

I am disabled and in a wheelchair. I visited your Pasadena location last month and the elevator was broken. There were no dressing rooms downstairs so I had to leave without trying anything on. I then visited your Hollywood location because I don't get discouraged easy. The elevator in the corner worked but looked as if it was used by delivery people who like to tag walls on their lunch break. I also knocked down an entire display unit with my wheelchair because the isles of clothing were not wide enough! Do you not think disabled people are cool enough to shop at Urban Outfitters? I will boycott your store and let people with disabilities know they are not welcome in Urban Outfitters until perhaps I get an explanation. Thank you.

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Phone numbers

+1 (800) 282-2200 +1 (215) 564-2313 More phone numbers

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