Urbanoutfitters.com — I will never, ever buy a single, solitary thing from this business
So I ordered multiple items from their website. I received an order-confirmation e-mail. I expected, but never received a shipping-confirmation e-mail. After nearly two weeks, nothing had come, so I entered my order number into their website. The page said 'Order Cancelled', yet I had not cancelled my order.
I called the phone number shown on their website. The Customer Service Rep said that none of the items were in stock, as they were "patterns and materials that were made in short production runs" so they had cancelled my order. This made no sense, I asked why were they shown on their site as 'In Stock' -and asked why I received an order-confirmation e-mail? I asked for a better explanation, then I was put on hold for ten minutes.
Finally the Service Rep came back and said that my order had been cancelled because of "the history of my account." Those were her EXACT words. Yet I have NO ACCOUNT with UO. I had made this single order and had not even created an account. I asked for a better explanation, but she kept repeating the same inane line which explained nothing, with an irritated tome of voice. All the while, talking to me like I was some kind of crook. Finally she asked if I would like somebody from their Financial Security (or some similar phrase) division to call me. Which made me feel like she was getting all legal on me, as if I had created some kind of serious problem for myself. But what the hell, I said Yes, I do want them to call me. Because I have done nothing wrong and I have nothing to hide. I'm just trying to buy some clothes! As yet, they have not called me.
After some research, I discover that UO have partnered with a firm called Accertify. In theory, this company helps UO to avoid credit card fraud.
In practice, what actually happens is they incorrectly filter out regular, honest people like myself (and the other reviewer on this page) as fraudulent customers. They then cancel our orders, without even telling us that they have cancelled our orders. Major problem number one.
Then, when we call to find out what is going on, their Customer Service Reps are so completely clueless about the practices in use within their own company, that they don't know what is going on. Major problem number two.
The Reps then give false explanations, and then, when challenged (by somebody who won't be bullied) they change their mind and try to correct their mistakes by implying that us customers are somehow at fault. They probably see some comment about Financial Security on their little computer screen and then think they can judge us, and talk to us like we're criminals. Major problem number three. If this whole situation hadn't been so insulting, it would be hysterical, that a company can such such rudimentary, blundering customer service mistakes.
After the way they've treated me, I will never, ever buy a single, solitary thing from this business, and neither will any member of my family or social circle, not when I tell them my story.
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