Urban Outfitters
Reviews and Complaints

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.

I rarely go into Urban Outfitters, but about a year ago I decided to with my boyfriend because whenever we do go in there we love looking at the hilarious books they have. I decided to venture away and take a look at the graphic tees they have. This was about 6 p.m. on a weekday and I guess they close around 9 p.m.? I should mention too that I have worked in retail since I was 16 (I'm 24 now) and have recently been promoted to a store manager so I do sympathize greatly whereever I go with retail employees/staff and am pretty gracious, even when I'm not customer serviced. I walked over to a table of graphic tees and wanted to see what ONE of them was so I unfolded it and held it up. Suddenly I noticed one of the female employees was eyeing me about a couple feet away (never greeted me, never customer serviced me, etc.) and said extremely loudly to another female co-worker "great it looks like were gonna be staying here all night since I JUST REFOLDED THAT TABLE." No laughing, no joking, dead serious as she said it. I could not believe she actually had the audacity to verbally say that while I, a paying customer, was around. I never EVER have complained in a store to a manager but this was a huge exception. I asked for the store manager at the sales counter and told him exactly what happened and all he did was just apologize. I doubt he even talked to her about it. Since then, I have not returned and will NEVER return to that store.

DON'T BUY AT Urban Outfitters! Expensive and cheap. I purchesed a purse at Urban Outfitters and within one week the shoulder strap broke. Then less then two months later, the clasp broke. It is very poor quality! A necklace I purchased starte dto chip off the first time I wore it. Who is making this stuff? Are they paying unsustainable wages overseas to charge big bucks back here in the states. I paid $56 for the purse. I live 150 miles from them so it's hard to get there to return and they will only give me store credit. I don't want anymore of their junk!

I recently ordered from UO, and I was VERY disappointed: I live in Hawaii, and there are no UO stores here. So when I saw "Free Returns!" posted on the webpages of a couple of clothes that I wanted to buy, I was excited and placed an order. However, I was sure to check on each of those webpages that there were no disclaimers or links to their return policy because I know that usually websites will not offer free returns to customers who don't live in the continental US. However, there was none provided, so I assumed the "Free Returns!" applied to me as well. When I received the products in the mail, I was not satisfied with the clothes and wanted to get a return. However, on the invoice, it said that free returns only applied to continental US orders--well, that's a little late, considering that they're only telling me AFTER I bought the clothes. I contacted them three times to complain, once by email and twice by phone. The first two times, they were VERY vague with me, and only the last time was I told definitively to basically "deal with it." Frustrated, I decided to pay for the shipping costs myself and try to get an exchange for the clothes. I sent back the clothes and CLEARLY marked that I wanted an exchange. However, they processed it as a return, rather than an exchange.

I won't complain about them processing the order as a return rather than an exchange because I frankly don't want to patronize UO anymore. Each time I contacted them they seemed apathetic and uninterested. I'm definitely not going to waste my time with them again.

My son got caught 'attempting" to take two shirts from Urban outfitter's - He never left the store and put the shirts back. he is 20. they pulled him in the office, asked him to sign a form stating he would not return to the store for three years or he would be charged with tresspassing. However, a collection agency has contacted him and told him to pay $625.00 or they would pursue a "Civil" case against him. He paid $140 before we even knew about this situation. Now reading blogs, appartantly this Palmerpay.com collection agency bullies by threatening them with suits to pay. They have no proof & he did not do anything wrong. What can we do to get back his $$.

I have had the worst shopping experiences at Urban Outfitters in Santa Barbara, the heavy manager woman with black hair is SO rude and so are the other employees.
They follow you around pretending to arrange empty hangers/re fold already folded clothes and constantly harass you about what you are going to purchase. The worst experience was one night I went in to get a few things, tried on a few the lady asked me if it worked out, I said yes, but still had to decide which of the items I wanted to purchase and return the rest back to the appropriate spot. SO i put everything back, get in line to make my purchases and then head out of the store, alarm beeps manager and sales person come over check my bag and the person at the register PURPOSELY left the security tag on my item so i was stopped at the door. note: i did not have any other shopping bags/backpacks/over sized purse, or anything that i could actually STEAL something with! But yet the manager harasses me and tells me I can no longer shop there because apparently every time I was at the store, things were stolen, she then makes me go show her where I had put a scarf I had with me earlier but did not purchase and supposedly she found a security tag that belonged to that particular scarf.. but I went to the spot i had put it and showed her, so therefore there was no way the security tag was left by my and the items i had yet she still continued to harass me about what I bought why the week earlier I only bought one skirt and not the other two items i tried on in the dressing room, and a bunch of other non sense. These people are so rude, I will never support this store again! This manager needs to be fired for harassing a 15 year old girl!

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.

Every time I have walked into an Urban Outfitters I have walked into zones of construction. Recently I went into one location and had to leave immediately due to the amount of saw dust that was in the air! There are no hazard signs or work signs despite the drills, nails, and bits of wood everywhere during normal store hours! I don't think I'll be coming back again, especially knowing that all the products are covered in saw dust and soot!

Urban Outfitter placed a double hold on two occasions on purchases made using a checking account MasterCard. The hold means the money was deducted immediately two times off my available balance causing my bank to go into overdraft. Citizens Bank then charges an insufficient fund fee for each purchase on this overdraft. Neither Citizens Bank nor Urban Outfitter corrected the issue which cost me 154 dollars in over draft fees. Totally unacceptable!