"Appalling service, I returned an item in June and I am still waiting for a refund. I told them that the card I had used had been used fraudulently so they would not be able to refund the item there - no problem the said we'll give you a gift voucher credit. Over a month later still no money, I've been told the item hasn't been sent back despite the fact they sent me an email saying that a refund was being processed. Then they sent me an email saying that the refund couldn't be done as I had not sent the item back within the 30 days (which I had - well within the 30 days). Still fighting with them - they are now saying that they credited the money back to my credit card on 13 June but all transactions were stopped on the 30th of May! Now they insist that I have to send them my bank statements and details as they don't believe me! Don't touch this organisation they are dreadful and unbelievably unhelpful. "

"Terrible customer service. Paid for next day delivery to my daughters boarding school, never arrived. 5 days later they email to say it's dispatched, even though the delivery records showed a delivery attempt had already been made, so no chance to request that it not be sent to a school now closed for 3 months. No response to emails, no number to call and absolutely no way to find out what it going on or where my order is. Shameful"

"Diabolical Customer Service .
I did not receive my item , I have requested a refund but all I get is ' please wait 5 days ' . I wait 5 days and hear nothing .
E mails go unanswered and when I try to phone I get connected to the USA at my expense . Looking at these reviews , and reviews on other sites this company is holding a lot of people's money . Totally unacceptable .
Unless you are prepared for a fight for a refund if your goods fail to arrive avoid Urban Outfitters like the plague ."

"Don't buy from the urban outfitters. My item was lost and then I called, emailed, messaged, & chatted. Every rep doesn't know a thing about how to handle this kind of claim. I feel like I am talking to highschool kids who are not serious about someone else' s problem. They keep saying "mmmm....maybe....Okay...I will write note on it..." It's a nightmare and I still didn't receive anything from UO. "

"UrbanOutfitters is now shipping out of North and South Carolina (ew) and their FREE SHIPPING UPS is the slowest I've ever heard of to California. Don't expect to get ANYTHING for over 2 weeks. What's worse is UPS will pawn your package to USPS to make the actual delivery. For some reason I have done this twice and both times USPS claimed they DELIVERED it and tried to blame it on me! Only after a huge fight at the local post office did I get them to admit some loser postal worker thief had it in their car. TWICE. I complained to UPS and UrbanOutfitters, but they passed the buck and didn't care. BUY ELSEWHERE. NOT WORTH IT URBAN! As of today I am missing yet ANOTHER order the USPS claims to have delivered, but has actually stolen."

"This company authorized payments for two online transactions on my card but cancelled them without reason. I called everyday for 3 days, spoke to 2 departments to be told by everyone a "coordinator" would contact me to get to the bottom of the cancellations. A week later, I still haven't been contacted and the money still has not been refunded. This company is great about taking your money for sales but horrible with customer service and escalations. During my call the rep told me "unfortunately there is no one to help you at this time." I'm still trying to remove a hold for $600 from my card. I wouldn't suggest using this site at all. If you can't get to one of their locations, do not spend your money with this company."

"I ordered Ash shoes on sale, at urban outfitters online, twice, I received totally different sizes: I am a size 8, and received a 9 the first time, I returned it. The second and last time I ordered, I received a 10, disastrous! I called and I was told those were the last pairs. I asked how in the world I could order a specific size, and the shipping department would take it upon themselves to think it would be ok to send me a totally different size just because it is the same shoe and the only one available?"

"Hi. I recently bought a pair of frye boots on sale at urban outfitters in the US. I was issued a shipping order number and tracked my item to Australia but never receive d the goods. When I emailed urban outfitters to let them know my item never arrived I was told it was lost and that another would be sent immediately. A day letter I received another email from a sales rep saying that my matter had been delt with along with 2 emails thanking me for returning my item and that my bank account had been recredited my money. I sent an email again asking what exactly was going on and asked to speak to the first person who dealt with my issue as every consecutive email did not refer to the previous email. Finally I received a final email telling me that the item had never been in stock, despite the fact that I had recievieved a confirmation email and shipping number which indicated that the item had made it all the way to Australia. The whole experience was very disheartening. I am glad to have my money back but think that the lack of internal communication between the sales reps is very poor and feel as if ultimately I was lied to about the item having never been in stock to get rid of me ... Very poor customer service. I doubt I will trust them again."

"I ordered a top off urban outfitters, it arrived in the wrong color.
I sent an email off to say it was the wrong color (after double checking my order online via my account feature) and that I'm fine with keeping it but if I ordered it and paid for it AGAIN could they ensure I was sent the correct color.

I get a response back telling me that I had ordered the top in ivory and that is what was sent......
I ORDERED BLACK!! my order clearly stated black.. So whilst writing an email back to the lady I went to go take a screen dump of my order history on the website where I had hours earlier viewed this information only to find... MY ORDER HISTORY DELETE!!! Unbelievable makes me sick. I have set off several more complaints with no response but I would not shop here again so many better websites with much better service!! And I will make sure everyone knows about the better sites and how terrible urban outfitters have been to deal with. Disgusting."

"I placed an order for the rainbow rag rug online, and they sent me the wrong item. I paid $10 in shipping and waited for over a week for my item; therefore, I was highly disappointed when I unwrapped the package to find that they sent me the wrong thing. Instead of a brightly colored 2 x 3 rug, I received a dull tiny rug that looked like a place mat, which looked nothing like the picture online and didn't match the size. The customer service I received was terrible. They never acknowledged the fact that they sent me the wrong item, but they offered a free return. Two weeks later I receive an e-mail telling me that they refunded the items from my order to my original pay method instead of exchanging them as I requested. The only choice I have is to wait three days for the money to go back into my account, place the order all over again and wish for the best, or to take the money refund minus the high shipping price I originally paid. I will never do service with Urban Outfitters again, since they obviously don't care about good customer service. "

"I have been ordering from this website for years! I love that they frequently do free shipping with no minimum and always do free returns.

There have been moments when I had to contact customer service to change the shipping address(because I was sometimes at school and would forget to change it) and they quickly and politely helped me.

Overall a wonderful site to order from!"

"I placed an order on 11.26.12. On 11.30.12 I called customer service because I hadn't received even a confirmation email saying that the received the order and the lady was really polite and told me my order should arrive 12.03.12. Awesome I thought until the next day, 12.01, I got an email saying that my package had just been shipped and I should expected it on the 12th.... So either that lady flat out LIED to me or she had no idea what she was talking about."

"Ordered a dress on 14/11/2012 item shipped on 15/11/2012 which I have to say was very fast. However their courier sent my item to the wrong address as on tracking it states that signature from customer received. Contact UO call centre whom had to put me on hold whilst they contact courier, courier admitted to sending item to wrong building. Agent advised that courier will try to claim item back from sent address to send it to me. Now why would this person even admit to signing the package? I was advised to wait...so I've paid for something that the courier has potentially given to someone else for free? How's that right? I then contact their call centre again explain that this is not right, I should not be waiting for something that I have paid and is not here, as it's not my fault. Agent this time agreed and advised they will escalate to Customer Services for them to sort this out for me. He advised that I would get a call back within a few hours and that their call centre is open 24 hours. I did not get a call, therefore called them yet again. Spoke to another agent who looked at my details however said "yes, it says here that your package is with you" excuse me??!??!?1 What is this? A joke? He was unapologetic of situation, unsympathetic and basically did not care. Should not be working in this department at all! He then advised that Customer Services department where my call has been escalated to no idea which department he works as they all seem useless, actually closes at 20:00 and should call me within 24-48 hours. I'm still waiting and have now sent an email giving them a piece of mind. I work in Customer Services at a call centre myself I know the standards and this is extremely low. Never shopping with such a well known brand with no appreciation for their customers. Most companies with these situations resolve the problem right away, none of this "oh you have to wait a few days for someone to call you." Why on earth would anyone want to be loyal to your business?"

"Horrendous! Absolutely terrible. I placed an order online, which was shipped 2 days later to my billing address rather than delivery address as I think on the website it defaulted back to billing address at the time of placing the order as I had to correct it several times. Then it disappeared, tracking link for the courrier used shown attempted deliveries that never took place with no cards through the door notifying of attempted delivery. I emailed 3 times with 2 of my emails being ignored & one reply 2 days later that they are investigating & will get back to me but no one ever did. 3 phone calls and they allegedly getting back to me 15 days since I placed my order & 7 days since first complaint 3 emails and 3 phone calls later. Never again I will use their online service. And definitely wouldn't recommend it to anyone else!"

"I got a gift card to Urban Outfitters for my birthday in late June. I ordered a duvet cover the following week and didn't get it in the mail until today. UO was my favorite store until this experience; however, I will NEVER shop there again- ESPECIALLY ONLINE.
The blanket I ordered was two weeks late. I called the company and they informed me it was backordered. The website didn't say this and I never got an email letting me know. They alerted me that it would arrive in a month. I called again a month later when it didn't arrive. It was backordered another month. The same exact thing happened a month later so I cancelled my order and chose a different blanket. The tracking number for this blanket said "delivered-driver met customer woman" but I never met anyone. I called UO and they said the blanket had actually been returned and they would resend it. *If it was returned, why did the description say someone physically met me when they dropped my blanket off? Why didn't UO ship me a new blanket or refund me immediately after it had been returned? I should NOT have had to ask for the refund- this should be a given.
I ordered another blanket (I begged for my money back. I did not want the gift card anymore, but the refused) and it didn't arrive for three week (5-7 day shipping is a farce).
Now that I have my duvet cover, it's pretty but it's not soft. It doesn't feel like I would expect a 90$ cover to feel. People were nice on the phone, but just because they're kind doesn't mean they're helpful, and it definitely doesn't excuse waiting MONTHS for a shipment. "