Urban Outfitters
Reviews and Complaints

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.

I have been chasing you up and you guys have promised to refunded you said you did but you didn't I have waited 3-5 days and its been well over a week now scam company I have reported this to the police as fraud you have lied to me cosntanty I just want my money back and you guys are playing games I have attached photos and you guys haven;t gotten back to me still

I ordered these tights with a couple other items on Nov. 30th. Order number T203236282. I almost always where a small/ x-small in clothing etc. I read that the tights ran a little small, so to be safe I ordered the Med/Large. I attempted to put on the tights and I could not get them all the way up. I am not a large person, so I imagine that other customers have had similar issues with these tights running entirely too small. I am just interested in a refund.

I made an order on a few items a week ago. Few days later, while checking to see the order status I came to realize that my older address was used as the shipping address (even though I did update my current address, the older address was still set "default" and was used instead). Fortunately the items I ordered were still waiting for the back order and were yet to ship like a week after, so I thought I still had time to email the UO customer service and ask them to either change the address or cancel the order. But the response I got was simply "we cannot change or modify an order once it is placed. hope this finds you well (like really?)" then I emailed again, asking if the order can be canceled instead but never got a response back AND just got an email saying that the items are now shipped. How am I supposed to receive the items if the address is wrong? I have to now contact the tenant at the old place and ask them to notify me when the parcel arrives. Ridiculous policy, and really bad customer service. I don't think I will ever buy from this company again.

I ordered cushions from Urban Outfitters nearly two months ago now, and still have not received one of them (Order #T401162475). I have paid for this and had planned on it being a Christmas present. I have emailed the urban outfitters support a few times now and no one has got back to me about resolving this - not only is this incredibly frustrating, but also very poor customer service. Ideally I would receive the cushion as well as a refund for the poor service and longer than necessary waiting time.

Last Friday afternoon around 10:30 my sister and I went to Urban Outfitters at Short Pump Mall to do some Black Friday shopping. Obviously, because it was Black Friday there was a lot of people coming in and out of the store at the same time. As we walked into the store the security sensor alarm was going off. A Caucasian female store employee walked up to my sister and I who are both African American and said "Oh, you guys don't even have any bags", to which I responded; "No we just walked in, someone who just walked out set off the alarm." She then mumbled "Oh I just love when that happens, " laughed and walked away. She didn't even apologize for falsely accusing us. I was extremely offended that of all of the people who were walking in and out of the store at that moment she had had chosen to address us, the only black people who were standing in the area. I did not get the employee's name but she looked to be in her mid twenties and had shoulder length hair and a nose ring. I am writing this complaint because I feel that someone needs to be made aware of this situation, and this employee's offensive behavior.

Thank you,
Charlotte Wise
[protected]
[protected]@gmail.com

Yesterday afternoon my sister and I went to Urban Outfitters at Short Pump Mall to do some Black Friday shopping. Obviously, because it was Black Friday there was a lot of people coming in and out of the store at the same time. As we walked into the store the security sensor alarm was going off. A Caucasian female store employee walked up to my sister and I who are both African American and said "Oh, you guys don't even have any bags", to which I responded; "No we just walked in, someone who just walked out set off the alarm." She then mumbled "Oh I just love when that happens, " laughed and walked away. She didn't even apologize for falsely accusing us. I was extremely offended that of all of the people who were walking in and out of the store at that moment she had had chosen to address us, the only black people who were standing in the area. I did not get the employee's name but she looked to be in her mid twenties and had shoulder length hair and a nose ring. I am writing this complaint because I feel that someone needs to be made aware of this situation, and this employee's offensive behavior.

Thank you,
Charlotte Wise
[protected]
[protected]@gmail.com

I ordered 2 items from this company. After submission I did not get any emails regarding my shipping. After 2 weeks of the waiting I emailed the customer service a question where is my order? I did not get any response in 1 week. I decided to wait 1 week and then call the customer service. The lady on the phone said that my item will be delivered in a couple days and she has no idea why I did not get my email. When I finally received my order I realized that 1 item is missing. The packing slip that came along with only 1 item says that should be delivered 2 items. I called the customer service again and another lady on the phone said that I have to wait for response from the company in 24 hours. After almost 3 days I finally got an answer by email with a question do I want a refund for the missing item or they can deliver the missing item again. I said please deliver it again. After a couple days of waiting I open the package and the ivory dress all covered in some dirt and look really bad. This is the worse experience I've ever had with this company. Not responsive and not responsible for anything. I will never recommend this company to anyone!

I bought a hat and a sweater at urban outfitters at Fashion Show in Las Vegas for my friend as a birthday gift and require the cashier to pack them. However when my friend open the pack, the magnet on the hat is not removed. So my friend brought the receipt to the store and hope they can remove the magnet fir us. When she enter into the store the alarm scream and the sells people started to suspecting them for stealing the hat even after she explain it to them. Then is the most ridiculous part. people who in charge ( name tag written as Alex Cali Junior, I ask him to give me his id number but he only give me his name instead) tells us the item on the receipt does not match with the hat. He hang up my phone for the first time when I ask him to apology to my friends, this is ridiculous. I called him for the second time in order to let him investigate on this but he hang up again. All the information is on that receipt but he did not even tell me who was the cashier at that time and how to do it, he hang up my phone again. So the situation must be when the cashier was scanning the hat, the cashier scan something else with the same price to be convenient. And she forget to remove the magnet. Our demand is so simple, we just need them to remove the magnet for us. They said they can not do it because they think this hat is not for sale and we are suspicious to steal it. this is complete humiliation to us and I need a formal apology and whole explanation. pictures listed the person in charge and the receipt has the cashier's number. I need a formal investigation on this. I need the cashier and the person in charge give me explanation. I need apology.

I fell in love with the buncha flowers phone case and splurged the $28 on it. I was super happy with my purchase originally, but this case has let me down tremendously. I liked the snap casing on it; however it is breaking all over and offering little to no support for my phone. Now I have dents all over my iPhone and the case is barely intact. I hope there's a way to get a refund on this product because I don't want to have to get another one that falls apart

I made a purchase on the online Urban Outfitters store of a vinyl, and the item was on back order because it wasn't released yet. A week before the item was available, I sent an e-mail trying to cancel it. They only responded a week later stating that if I wanted the cancellation I shoud just reply the e-mail stating that I indeed wanted to cancel. So I sent the e-mail, but three days later they charged my credit card and started the dispatch process of the item I had cancelled. I live in Brazil so now I will have to wait a whole month for it to arrive and then send it back and wait for a whole other month for the return and refund, just because they decided to ignore my e-mails. This is the worst customer service I had from a US online store.

I purchased online a pair of $59 jeans for my son along with other items adding up to almost $230. Love the clothes from your store. The one pair of jeans I purchased my son had for only a week and the pull of the zipper broke. He cannot wear the jeans now because they cannot stay zipped up. I am asking for a replacement pair to be sent and I can return the ones with the broken zipper.

I really like the style UO offers, however the prices are ridiculous and also customer service. In this case promotions.
I received a promotion offer of 20% off of $50 or more being half year til birthday...nice right!...well here's the catch, you can't use on "certain item".
So I liked a pack back that happened to be one sale. Not fancy, but suitable. Not a recognizable brand either, since some ppl do pay for brands. It comes out $60 but the %20 discount doesn't apply here. No where on the email, like most other companies write even if on fine print, does it say excluded sale items. So when I call, they say that the back pack promo actually says it. So I receive a promo for one thing, but they have loops on for some items. Also, there is no where visible that it says that on the packback promo either. The girl "supervisor" said I should scroll alllll the way down and there is a link that takes me to legal terms and there it says it. What?! Seriousness. False advertisement at its best and a good ok' bait and switch. Bad customer service.

Hi,

On May 5, 2017, I spoke with a UO Customer Service Representative named, "Damiesha, " and that was the most rudest conversation I have ever experienced. I called only to correct a minor error with my order; instead, I received extreme negative feedback and mistreatment from that particular UO Customer Service Representative.

From the very start of the conversation, I observed that she seemed extremely aggravated – which means she was probably already upset before speaking to me. During the call, she did not want to assist me at all. She interrogated me by asking bizarre questions that was highly offensive. Never should a customer service representative antagonize and interrogate a customer for having an UO discount. Then scold the consumer for using a discount. If this were the case, then [almost] every customer would be interrogated for using a coupon or a discount. She lied and contradicted herself by stating that I could not use a discount. yet I was able to use the discount anyway.

To make matters escalate worse: She continued on her rant by making a very unprofessional statement by stating, "I've been working here for over 8 years, and I can assure you that..." from there she continued lying about how the company NEVER offers or allows discounts. When in fact, UO does offer discounts and promotions from time-to-time.

There was absolutely no need for the verbal confrontation or interrogation at all. Her job is to apply my discount and keep her negative / unprofessional personal opinions to herself. If it were not for customers spending their hard-earned money on Urban Outfitter's merchandise, she would be out of a job! As a customer service representative, her duty was to be friendly (or at least be pleasant to customers) and assist customers so that the UO brand can continue to flourish.

For Damiesha to broadcast her work history to a customer (who ONLY called about an error with an order and not about Damiesha's job experience), that speaks volumes about the type of unprofessional person she is. Was it really necessary for her to say she has been working there for 8 years? NO! It had NOTHING to do with my order. That employee was totally out-of-line! I am shocked that she was not ashamed of bragging about working as a customer service representative for 8 years and never receiving a promotion. Again, that speaks volumes about her character! Eight years or not, her superior needs to either retrain her, or remove her from her position. Since she cannot effectively communicate with people, perhaps she should seek a different job opportunity elsewhere (possibly away from working with people - due to her poor communication skills / negative feedback).

As a result to this, I just wanted to let other customers know that I too have encountered a horrible customer service from Urban Outfitters' main customer service number. Although, I believe this was probably just an isolated incident. I have spoke with other reps in the past, and others were not like that woman! However, this particular Damiesha person, was the worst! It is to a point where I no longer want to shop at UO - due to the level of unprofessionalism and disrespect that I received.

If you can honestly find another store to shop at, do so because no paying customer should be treated in the way that I mistreated. Hope this helps any future shoppers out there!

Have a great day!

We are in Australia. My son ordered 5 articles of clothing which of course all were all placed on back order for the first 2 weeks. Urban "took" the money from my bank account and kept it on hold for a week. Then within a day of doing this, sent out one order and took an amount from my account again. (The weekend was quiet with no grocery shop due to close to $400 AUD being taken by Urban.) When I contacted them, they swore it wasn't them holding the money, my bank disagreed. I asked them to send the order all in one as I am charged a conversion fee each time they take from my credit card but they then sent another one article of clothing. 3 articles left to come but it completely slipped my mind. I receive an email to tell me they tried to take money from my account to charge me for two articles but the funds were not available. If I want to continue with the order my son has been hanging out for the last month or so, I must call them. I reply "I AM IN AUSTRALIA...please proceed with the order. You have all the details and my permission." They reply "No you must call!" I reply - "you just lost a sale!" Absolutely appalling service and if the company cannot deal with international sales and contact - get off the internet. I will not be "REACHING OUT" to them again!

friend with disablity was mocked by an UO Hollywood employee. 3 workers looked at me up and down and instead of helping me get a dressing room they were dancing to the store's music fooling around. the same and only lady who was helpful got me a dressing room was the only one available at the cash register. the 3 disrepectful kept on doing a good job of not doing their job at all. i wish i got the names of the rude employees but they were african-american.

I have purchased a Denim Jacket from www.urbanoutfitters.com and did not receive it because they lost my order and it never made it here. I waited for over a month for my item but it did not show so I called UrbanOutfitters and asked about my order status. Their rep said that my item left their store a long time ago and should be here any time soon. I called later again and they said that they were not able to find my order and had no idea where it was. Later they said that it was probably lost.
Last time when I called UrbanOutfitters they claimed that they never heard anything about me and my order and that it was the first time when I called! Are you kidding me? They claimed they did not have a customer with my name! This site is an absolute garbage! I demand a full refund!

I ordered a product from Urban outfitters online and it was "lost in shipping." I tried emailing them but was told they couldn't find my order. I called and was told they were sorry and they would expedite the shipping. I called back a few days later and no one knew about that. I called several days later and got the same response. I still haven't gotten the item i ordered from them and no one will promise to ship it! They took my money, so this really borderlines on fraud. I will obviously never buy anything from them again.

Avoid this terrible website at all costs and do not give them your money. Please read the reviews and think twice! I made an order and bought $200 worth items from Urban Outfitters. One week after I made my order I received a notification message stating my order was cancelled because they were not able to deliver to my location. I contacted Urban Outfitters right away to ask what was the problem but they did not reply. Red flag!
In total I sent them over 10 messages and they replied only once and said I'll be given a refund, but it seems to me that was just another lie. I'm still waiting for my money.

I made an order and needed my stuff on a certain date and they promised to deliver my items on time. I even paid extra money for quick delivery, but my items arrived 5 days late. I did receive my stuff and I can't say anything bad about the quality, everything is really nice, but I don't need the stuff anymore, so it was just a useless purchase and a complete waste of money. No thanks Urban Outfitters.