Urbanoutfitters.comI will never, ever buy a single, solitary thing from this business

This review was posted by
a verified customer
Verified customer

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.


  • Za
    ZahrahF May 15, 2018

    Same exact thing just happened to me... FOR THE SIXTH TIME. After hours of shopping for things, only to have it cancelled and wrongfully accused by the customer service rep of "not returning something I should've returned in the past" - WHAT? I have never successfully received a package from UO in the past so she has absolutely no basis for this nonsense. What a joke.

    0 Votes
  • El
    Elizabeth N May 12, 2018
    This comment was posted by
    a verified customer
    Verified customer

    This same thing happened to me, but, because I wanted the item so much for my teenager, I asked a friend to order it for me. The very same thing happened to HIM! I asked two other friends, but their orders were also canceled, and they were given the same runaround.

    Just recently, a different friend saw an item that he wanted, and he NEVER orders online except from Amazon. His order was canceled!

    How can this company stay in business? I will never again buy from them, and I tell everyone about my experience.

    0 Votes
  • Gu
    guilly Dec 06, 2015

    Exactly the same experience. I've been shopping online since 2010 with no problems. And this black friday did some shopping and after a week without an order confirmation email I received an email telling me my order has been cancelled with no explanation whatsoever about why they cancelled my order.

    I bought a few items with an international card with a shipping address in the US because I was trying to send a gift to a friend so I guess they marked it as a fraudulent transaction. In the past they only asked me to send a photo ID with the card I had made the purchase and that was it.

    I just would like to say that they have lost a loyal customer for life as well.

    0 Votes
  • Tu
    Turnstile May 11, 2015

    Thank you! This happened to me also and I was so confused!

    I've had nothing but successful transactions online with them since 2011 and personally, I have flawless credit with no history of problems with any other company. I was red flagged for no reason and now their "customer service" e-mails are giving me no explanation as to what "historic activity" caused my order to be cancelled.

    They've lost me as a customer as well.

    0 Votes
  • An
    annabelle1898 Sep 19, 2013

    I HAVE EXACTLY THE SAME EXPERIENCE AND I FEEL EXACTLY THE SAME WAY ... I was looking into similar UO case online wanting to know if anyone else had experienced the same problem and they did! :X

    0 Votes
  • Fe
    FernandaD Aug 13, 2013

    Poor service, don`t buy on this e-shop. No one answered any of my email about order. I`ve placed the order 2 months ago and haven`t received update in the status of it. I cant understand why it says that send international shipping if it doesnt have any concerns about the delivery of the order and satisfaction of customers.

    1 Votes

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