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1.8 64 Reviews

How responsive is Urban Planet's customer service?

13 Resolved
51 Unresolved
Almost disappeared 🫥
We're pretty sure that if Urban Planet showed up wayyyy more often on ComplaintsBoard and paid more attention to reviews and complaints, it would lead to better results. But for now, the resolution rate doesn't show successful interaction with customers. We advise reviewers to be careful when communicating with Urban Planet and be ready for the chance your problem might not get a response. It's also good to start looking for other solutions if your issues aren't fixed as you want.
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Urban Planet reviews and complaints 64

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12:00 pm EST
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Urban Planet Customer Service

I ordered online on January 18, 2024, providing the correct address and phone number. On January 31, 2024, I received an email indicating the package had been sent back to their warehouse because the package was "undeliverable." I had received no phone call and there had been no attempt to deliver to me (I have cameras). Upon requesting to have them re-send the package expedited, considering it had been already two weeks, customer service advised me there was nothing they would be willing to do (except offer free shipping for a next purchase). They informed me that my only option was to wait three days for Canada Post to pick the package up again, and then for it to be shipped. Based on the first time it was shipped, this would take another two weeks. This is unacceptable. I requested customer service to address my concerns, without any result. I requested a manager, and was told the manager agreed. This has been the worst customer service experience.

Desired outcome: Expedited shipping of my parcel.

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3:15 am EST
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Urban Planet - Mistake on an online order/customer service rude and unprofessional!

Went to Urban planet located at Eastgate Mall and they have the worst customer service ever. I never had any issues not until today(December 13). I simply came in as a customer asking an employee for help exchanging the size of an online order they got wrong. I was given a large instead of what was written on the order which was small. You think it would be...

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12:54 pm EDT
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Urban Planet Purchase order no 01-2835856

I purchase thiese sweatpants on the order (01-2835856) on sale for 10 one pair and 5 for the second, purchased 8pairs and 2 were not in stock By longer. The customer service refunded rhe pairs that were on sale as 5 CAD i stead of tjefull 10 and abother pair for 5. U understand that but it was a buy 1 get 1 for half price so the refund ahould be $15.plis tax.not $11. Itis illegal to refund the discounted items and not forfill the appetized price waa on whenI pirchase. If 2 pairs were not available, that refund is one for 10 other for 5 not what you refunded! Integrity is what I worthshp and you do not have this by refunding wrong thing Please issue tbe difference, to avoid a BBB complain, that will hurt your reputation.

It is not abput the 5 bucks but avout the integrity, of bot ripping xuatomers off who obviously cannot afford expensive clothing.

Thank [protected]@ E. M

Sent from Proton Mail mobile

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Is Urban Planet legit?

Our verdict: Complaints Board's thorough examination reveals Urban Planet as a legitimate entity with notable strengths. Despite a 20% resolution rate on customer complaints, which invites a closer look, Urban Planet stands out for its commitment to quality and security. Clients considering Urban Planet should delve into its customer service record to gauge compatibility with their expectations.

Urban Planet earns 94% level of Trustworthiness

Perfect Trust Endorsement: Urban Planet achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Urban Planet. The company provides a physical address, 2 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Urban-planet.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.

Urban-planet.com you are considering visiting, which is associated with Urban Planet, 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.

According to our analysis, Urban Planet appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

Urban Planet 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.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

Urban-planet.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Adult content may be available on urban-planet.com. It is important to be aware of potential risks and to use caution when accessing or engaging with such content.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Urban Planet's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 20% of 0 complaints were resolved.
  • The website associated with Urban Planet sells gift cards, but it's important to be cautious when making a purchase. Verify the gift card's value and expiration date, check for customer service contact information, and use a trusted payment method.
  • Urban Planet has been identified as a website that sells popular products that scammers often use to take advantage of unsuspecting customers. We recommend exercising caution and thoroughly researching the legitimacy of the website before making a purchase.
  • We conducted a search on social media and found several negative reviews related to Urban Planet. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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7:27 pm EDT
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Urban Planet Missing jacket while purchasing

I purchased many items from this shop yesterday and when I checked the items at home the jacket was missing and when I went to shop again today to get the jacket they told me to wait for 30mins and after that they told me that in the camera surveillance they had kept the jacket in my bag and they saw that they billed me twice for the shoes that I purchased and they will refund the money that they charged me twice and when I asked about the jacket they told me to purchase jacket from my own money while I had already paid for it. It is really disappointing.

Desired outcome: Will I get the jacket or the money that I paid for ?

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Update by Jny Nakarmi
Sep 15, 2023 7:29 pm EDT

It was a terrible experience while purchasing in the urban planet store near me.

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3:09 pm EDT
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Urban Planet - False and misleading information given to me and to your store manager

I have two Forever 21 gift cards given to me by my workplace prior to my retirement. none of these cards can not be used as Forever 21 is out of business. Customer service at [protected] told me to go to any Urban Planet location near to me. It's noteworthy your customer service reps gave me conflicting information from the beginning. Finally, I went to...

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2:57 pm EDT
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Urban Planet Store manager

Hi I am writing this complaint against the Store Manager of Willow Grove Park Mall at 2500 W Moreland Rd #3004 Willow Grove PA, 19090. On Saturday July 22nd, 2023 around 7:12pm I had an incident with the store manager.

After I paid for my articles, one of them was on sale for $5 but it scanned regular price, I explained to the cashier that the article was on sale, she didnt had no problem with returning me my money, so she called the Manager to fix it on the computer and issue me a refund. When the manager came up she was really rude with the cashier and with me. She wasn't even letting us talk. I asked her for my return and she was just getting more rude, sarcastic and very very disrespectful at the point that she started laughing on my face in front of everyone that was on line. I told her to calm down because a store manager is there to resolve situation not to start a situation or to confront customers. She just kept laughing on my face even after I told her I was gonna file a complaint against to her. I work on a HR office and we do not treat people that way no matter the situation. She really needs to learn how to be a Manager and have some professionalism. Hope this helps to keep the good environment on one of my favorite stores. Thanks in Advance for the attention.

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8:22 pm EST

Urban Planet Music

Urban planet music is so annoying
Just want out of here
So loud obnoxious rap
I want to shop, but all I want to do is leave. Even my teen hates it
Turn on normal music!
And ya playboy underwear with rude sexual pics. How can I even shop here anymore with my kids?
My daughter wanted to try the bathing suit and it is connected I said can you unconnect so that SHR could try it on the lady says you're not allowed to try them on then tells me to try on the bottom and the top 1 at a time, does that make any sense?

Desired outcome: Change the music also need the customer service reps to make sure they take the safety alarm things off.half of the time they get home and they're still on.

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5:35 pm EST

Urban Planet Customer care

As we were shopping and choosing what we wanted for 2 hours inside the store on Boxing Day Monday December 26, 2022. We wanted to go try some of the clothes so we asked someone the associates were the change rooms are. They told they are by the cashiers and we go try them on. As we got to the change rooms the associates told no they closed someone keeps sending people here when they are closed for the day and you can’t stand here to look at the mirrors either (Nun prepped stuff). So went to to see in a mirror and they were also blocked. So we found a mirror which was open so we started to look at the stuff we went to buy to insure it’s the right size. Then the manager came said you guys can’t use the mirror. So why asked why not and he came pushing us out of the way and blocking the mirror and called security to kick us out. We wasted 2 hours in the store for nothing and ended up being disrespected.

Desired outcome: An apology from the store manager

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12:18 pm EST
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Urban Planet Worst Shopping experience

I went on boxing day @10:30 location Albert street,Regina,Sk.with my friends for shopping generally i really like all clothing styles there so i spent half hour for selection and then i went for trying my cloths at that time i request for trial room to open and they said we will not open it its store policy i said that its cloths i wanted to try and buy bcz i m not from city i don’t wanted to come back just to return or exchange and they start laughing at us and said if you don’t wanted to buy cloths its ok i have said i wanted to buy cloths thats why i am here in the morning and they humiliate us infront everyone and then they again start laughing when we are leaving store without buying anything thus is my worst retail experiance ever

Desired outcome: I really need apology from store staff.my email id:[protected]@gmail.com

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12:55 pm EST

Urban Planet Online sales

On November 25th I placed an online order for 3 items. I received an email confirming my order. On November 29th I received an email stating my order had been shipped and was on its way. On December 2nd I received another email stating that two if the items (that they said were already shipped) were out of stock. How can they confirm an order, take payment, claim the items are shipped then say they are out of stock? 3 days later their website still shows the exact same items available for sale?

Desired outcome: I want them to find the items I ordered and paid for in store somewhere and ship them to me fulfilling their end of the contract we entered into when they confirmed my order and took payment for it.

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11:52 am EST

Urban Planet Unpleasant staff: Nicole

Hi. I just want to share my experience at the Urban Planet STC branch with the staff named Nicole. She’s at the dressing room at the ground floor on November 13 at around 5:40pm. She is not helpful and grumpy. She’s rude. I handed the clothes to her, she grabbed it and threw it on the pile of clothes in front of her. Her facial expressions and body language shows so much unhappiness in her task and she’s not pleasant. I would appreciate a response to my concern.

The store is great and i feel like she needs training because the rest of the staff are great.

Thank you,

Sheryl

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4:26 pm EDT

Urban Planet Serious Racism

The store Manager of Sunridge Mall, calgary - Sandy and the district Manager of Alberta- Nha.

Made my life harder every second working in Urban planet.

I started working in August but my training was being held in Sunridge.

Calling me brown was one thing but every second passing constant shame was too much.

I was called a labor, good for nothing and Even calling my food, habit, and looks disgusting.

On Last Monday, 10th of October, the so called racist district manager gave me a separation package and asked me to go home.

It’s mentally and emotionally torturing that the people I work with live in fancy world.

I am not working with the store anymore but I want to make sure that no body else should face anything like this anymore.

I wish I would have recorded there giggles and laugh after looking at me but as a evidence you can see the reviews of the store

Desired outcome: I hope people will work with work ethics and should have humbleness regarding their colleagues

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7:45 pm EDT

Urban Planet Store manager

Store manager at Scarborough town center was yelling so disgustingly at the sales girls. She embarrassed them in front of me and a few other customers. She has no reason to yell at what looked like young girls in their teens.. very disturbing I must say. My family frequently go there and spend a lot on my 5 kids there nearly every week. She cannot be speaking to her employees in this manner. Please do something about it asap

Desired outcome: Have her apologize or fire her

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9:17 am EDT

Urban Planet Playboy merchandise

I want to have a voice and speak what I think is right and need to bring forward. This store is selling "PlayBoy" clothing merchandise to children and especially underage teenagers. This company should be ashamed of themselves. Selling porn to children. It is very inappropriate for this young generation to even have access to buy something like this. It's disgusting.

Desired outcome: To be removed from the store. All of the merchandise that are being sold.

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6:02 pm EST
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Urban Planet return policy

It’s bad enough this store doesn’t even offer a refund at all, but have a 14 day policy to exchange and won’t except any after that. This is the stupidest rule ever. The company does lose any money by doing exchanges so why can’t I exchange clothes that i do not want from maybe a month ago, for other clothes that i actually do want and it’s a win win for everyone. I work in a retail store that will literally take a return from a year ago and you can still get store credit for it. Urban planet needs to fix the dumb “14 day policy” or they will lose a lot of customers over something so stupid. I went in today to exchange some items i bought in january (the change rooms have been closed forever and i had to bring it home to try it on and did not like it) not thinking anything of it because the employees have always taken my exchanges even past the 14 days, but for some reason today it was a problem. I see no purpose in there even being a certain amount of days for exchange considering once you buy something there is no way you’ll even get your money back only a store credit. You should be able to exchange it whenever you want. Please fix this now!

Desired outcome: i’m not asking for a refund, just a chance to exchange items I do not want. The three stores near me have had there fitting rooms closed for years now so i think it’s so unfair about the exchange policy being 14 days.

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Update by customer827747993
Feb 28, 2022 6:04 pm EST

I meant does not lose money from doing exchanges**

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6:16 pm EST
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Urban Planet Inappropriate/demoralizing logo on track suit

I was at Yorkdale Mall today and saw the window display for Urban Behaviour promoting a track suit. The tracksuit had a huge logo "Playboy" on it.
As a parent I am disgusted. This is something you want impressionable teenage daughters promoting? It's not enough that music videos have turned into soft porn videos- we now have to walk around promoting a label that encourages porn on our teenage daughters as well? Why are young girls being used to promote this brand/enterprise? This is called social conditioning!
This is not a fashion trend nor should it ever be. It is demoralizing and letting young girls think it's trendy/cool to get naked and make money off their bodies. Its demoralizing, it sends the wrong message and should not be promoted at a store who's main customers are teenagers! I AM DISGUSTED! I will no longer be shopping at your stores and neither will my children. I have alerted other parents are also enraged and disgusted .

Desired outcome: Stop selling tracksuit with Playboy logo on it.

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5:28 am EDT
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Urban Planet Employment harassment.

I worked for urban planet city centre east in 2019 in Edmonton, Alberta. I was unfairly treated. Everyday the manager harassed me and very consistently verbally scathed me about being hired as an intern via mental health clinic facs Edmonton. I was repeatedly harassed regarding my mental health involvement. I did'nt feel that I should be harrassed for recieveing mental health services, or their referral to work with urban planet in Edmonton. I was refused my t4 tax slip. I still can't claim the income on my taxes. All of my paycheques were mailed to facs mental health clinic. They won't give me any copies of my employment. I am disappointed. This was an unreasonable experience.

Desired outcome: T4 tax slip

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4:58 pm EDT

Urban Planet Covid-19 safety protocol

While shopping with my children at the Urban Planet on Sportsworld Drive we encountered the store manager improperly wearing her mask which was dangling from her ear. After serving a another customer, she continued to keep her mask off and when it was our turn to be assisted we asked her to please put her mask on as we were in close proximity. Her response was to rudely roll her eyes at us and justified that she was hot from walking around.
We are a family of front line workers who have battled the virus twice, and understand that PPE can be hot to wear but it is necessary to stop the spread of the virus. We were very uncomfortable shopping in this store where customers are disrespected and COVID-19 safety measures are not upheld by staff. Please implement stronger safety measures and further training for your staff. We will not be returning to this store if this disregard for safety and basic curtesy continues.

Desired outcome: Upholding COVID-19 Safety Measures and increasing staff training

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12:12 am EDT
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Urban Planet Clothes

Went shopping at Urban planet in Dufferin Mall, 900 Dufferine Street, Toronto. We saw 3 items we wanted to buy price at $5.00 on the rack. We wanted to make sure if it's the right for $5.00 We called out to someone on the floor to ask if this is the right price, it ended up being the Manager. We asked him is the price was $ 5.00 he said no, then why is everything on the rack is $5.00 and you are saying it's ten dollars. He said oh well it's $10.00 and that's the price, if you don't want it you can leave it rudely. My mom said we should get it for the price it says on the rack. Again he was rude to us with his tone and attitude. We should have gotten those items for $5.00 not $10.00 that's false advertising. The manager name is Benjamin. Then he said to us, go complain to whoever, with snotty attitude. Why would you higher people like that to be manager. How rude he was, we should have gotten those items for the price it was marked for. You need to do something about this matter or I going to the media about your company for false advertising and a manager who was rude to us customers. Do something about this matter😡😡😡

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11:47 am EDT

Urban Planet Black cardigan

I bought a black cardigan about a month ago and I loved it. I only wear it about once a week so I am dumbfounded at the fact that the sweater has a huge tear in it. I thought urban planet was supposed to be high quality but I guess not. I noticed the gash in the sleeve as I was on my way out the door to school. I don't even know how it got a rip so big in it. Maybe while doing laundry but I always hang dry it so even still I'm confused. It looks like there was glue holding together the seam of the sleeve. I'm upset that I spent money on a product that isn't going to last. I had to wear it in class because I had a tank top on. It's started unraveling so it's going to be very difficult for me to mend at this point.

Desired outcome: A new cardigan

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Lacey899
Calgary, CA
Sep 01, 2021 4:44 am EDT

Urban Planet is not high quality by any means. It looks like the stitching came out, which isn't uncommon for their clothing.

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