The complaint has been investigated and
resolved to the customer's satisfaction
Urban Outfittersfalsely accused of shoplifting, ignoring a customer complaint, and hostility over the phone

My 14-year-old sister was using her big Abercrombie bag to carry around the clothings she had picked out inside the store. She never left the store, and she was planning to try them on in one of the fitting rooms. A security called her over and told her to show him her bag and she was kicked out of the store, accused of shoplifting. She did not walk out of the store, she was only using her bag to carry the many pieces of clothing because she couldn't find the mesh carrier bags within the store.
I called to file a complaint, but the employee who picked up was hostile and said that they were only correcting her theft and that she obviously tried to steal the clothings that were inside the bag. I asked her if they had caught her walking out of the store with the clothes, and the employee said "well, she was going to." So basically this Urban Outfitters employee ignored my complaint and did not file it, and mentally harmed an underage teen by falsely charging her of theft, and failing to serve the customer.
I understand that the security did his job, but the employee who picked up my complaint call failed to provide their long-time customer with the appropriate service. I would've understood if they at least kept it formal, but the girl snarled and scoffed at me and I was confused why because I was the customer, trying to file a complaint. Moreover, my sister was not caught at the door, either, plainly walking out with the unpurchased pieces of clothing, but inside the store, where she was using her bag to carry the heavy clothing because she couldn't find the mesh carrier bags.


  • Dr
    dr abraham jakobovitsicheke Aug 10, 2014

    You have take money without my agreement would like it back. . Jakobovitsicheke

    0 Votes
  • Ta
    Tajamira1 Nov 05, 2012

    I was falsely accused as well I'm so hurt something had to be done

    0 Votes
  • Mi
    Mia101 Aug 31, 2012

    I feel that Urban Outfitters has a tendency to falsely accuse shoppers of shoplifting. This has happened to me and two of my friends on separate occasions. When it happened to me, I had just walked through the door and it beeped, the security guard made me take off all my jackets and bags as he tossed them aside the door to find the source of the beeping. This called the attention of one of the employes who began to lecture me on how if I stole something i should just return it. I tried to explain that I had just walked through the door and it was impossible for me to have stolen anything, but they were convinced i had stolen something earlier. The source was from my jacket (that i purchased at a different store) it beeped because i had not cut the tracking device out yet. They hardly apologized when the found out i was telling the truth. But I have heard that some where on the UO website, you can receive a free gift card for being falsely accused of steeling, both of my friends have received one. I still am trying to figure out how to get one.

    0 Votes
  • Va
    vanessar Dec 10, 2011

    I have ordered 3 books on Urban Outfitters London but my parcel was lost. the customer service told me that I should call the delivery company in Uk - I am from Italy, you loose my parcel and I have to call the delivery company?!? Then, after 1 month, they wrote me my parcel was sent back to me but unfortunately one of the items I have ordered was no longer available...Today it has been 1 month and a half I am waiting for the parcel and I still haven't receive it...I love the urban outfitters staff but their services are not customer oriented at all and I will never purchase anything else in my life

    0 Votes
  • Ri
    ridiculoussituations Aug 03, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I have experienced a similar problem with Urban Outfitters, only I was not carrying a bag OR a purse/backpack of any kind, but after purchasing a few items got stopped on my way out and was asked "where i had put the scarf i had earlier" i said i purchased one of the scarves i was looking at and she yelled at me to take her to where i had put the one i did not decide to purchase, they told me not to come in and shop there anymore because apparently when ever they saw me in the store they started having things go missing... even though i had no bag/jacket or ANYTHING to put anything in!!! They just follow you around and accuse innocent people instead of their friends who are the ones really stealing

    0 Votes

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