This company is horrible. I have dealt with three different customer service representatives on the phone about cancelling an online order so that I can have it shipped to my current address. Person #1 told me that the "order was too new" and he couldn't cancel or modify the shipping address. He also told me to call back later that night or the next day so maybe they could try then. I called back later that night. Person #2 told me that "the order had already been processed for shipment" and that there was "no way to modify the shipping address or cancel at this time". They said to call back once I get a tracking number so they can re-route the package. I called back the next day when I got a shipment confirmation and tracking number. Person #3 told me that the package had already been shipped to the address on file, but that she could put a note on the order that it is not addressed to the correct address. We all know that the post office likely won't read this note. She then told me the only solution is to call the post office phone # and give them my tracking number so they can reroute the package to the current address. I've been on hold with the post office for 30 mins now and have decided to write a review.
I don't know what possessed me to order online from UO again because I've had similar issues in the past.
For comparison, about 9 months ago, I ordered something from Madewell online and this was while I still worked there as an employee. After I ordered, I realized I never put in my employee id # to get the discount. I called as soon as I ordered, spoke with a really nice representative who redid the order for me with my discount applied - easy fix.
I will NEVER shop online at UO ever again. Their customer service is horrendous.

I ordered an item online and the website had a previous address on file. I added and then selected my current address and it still shipped it to the other address. Called them 4 hours later, before the item had shipped, and was told there was nothing they could do until it had shipped. I was told to call back as soon as it shipped to have it re-routed. When I did that, I was told I would not find out if it worked for 24-48 hours and there was no guarantee that it would not be delivered to the wrong address. Their customer service reps were rude and this is ridiculous. It had not even shipped and there was no option on the website to cancel the order after it was placed. Its 2018 - Urban Outfitters needs to get with the program and update their website and customer service. Their products are overpriced - you would hope you could at least get some good customer service.

I ordered a package on March, 9th, 2018.It is now March 27th, and still hasn't arrived(despite saying 7-10 business days). I was given tracking info, however I haven't been given any tracking updates since March 16th(11 days ago), and that update was "Electronic information submitted by shipper", which in my mind doesn't tell me anything. I had enough and emailed them... it has been 11 hours and my package still hasn't arrived. I'm very pissed off, disappointing, and concerned, that I have no idea, where a package I bought with $90 CAD of my hard earned money went. This is the second time I ordered from Urban Outfitters. The first time was on November 2017, it was essentially the same package, and I waited 2 weeks, then finally got an update... "package canceled". My package better end up at my door soon, as I'm definitely not gonna risk ordering off UO ever again. This is f*cking ridiculous

When we arrived home we were missing one of our items we paid for. I contacted the store and was told I had to drive back out to the store location to have them refund my money. They would not take any info off the receipt over the phone. I wrote an email to the customer service department pointing out how stupid this policy is especially when I shopped at The Mall of America store which is visited by many people from out of state. They did nothing to rectify the situation. I would not recommend shopping at this store

I placed an order in November 2017. Two holds for total amount were placed on my card, and then the actual charge - so the money was taken out of my bank account a total of 3 times! Then later refunded twice. And then out of nowhere in February 2018, months after I paid for and received my order, I received a new charge. I could not figure it out and customer service told me it was for this November order. They stopped returning emails and everyone says call this other number (back and forth). Had to go to bank and report for fraudulent charge and cancel my debit card.

I placed an order with Urban Outfitters two weeks ago. When I received the package, it was for completely wrong items. I called and they said they'll send me a replacement. However the replacement never came, the tracking details kept saying "Held in Warehouse." I contacted Urban Outfitters again, who said they can't file a claim until 10 business days later, even though I had ordered two weeks ago because I needed to bring this overseas for my sister's present. Then Urban Outfitter told me that it was delivered yet because it was over the weekend. Then they told me again that they were still within the timeframe of delivery.
I finally found a way to call the shipping company myself. Apparently Urban Outfitters messed up and forgot to put my apartment number on the replacement package so they had no way to deliver it. But Urban Outfitters never realized that mistake so just kept telling me to wait. If I hadn't tried to solve the problem myself, I would be sitting here falsely trusting a company that obviously has no idea how to carry out their business. They have one job, and they're doing great messing it up while trying their best at not being helpful.