The shoes I ordered ran half a size too small so the next day after having received them, I mailed them back for an exchange using the pre-paid shipping label included with my order. It has now been 3 weeks and 2 days and no sign of the new shoes. I contacted customer service about two weeks in and was told that I should receive an email once my return is processed and the exchange is shipped. No email. No shoes. I'm leaving for a 3-week trip tomorrow, and if I knew that I would not get the shoes before I left, I just would have asked for a refund. I sent a second email to customer service 3 days ago. No response! This company is terribly UNPROFESSIONAL.

My first time buying at urban outfitters was the worst experience ever! At first I couldn't order what I wanted online and had to call customer service to finish my order for me then I had to wait log for my order just to find out today that the freaking customer service lady who did my order decided to order me size six in men's! Are you kidding me that makes it a size 7.5 women's! So obviously I call customer service to complain and the first person I talked to was not helpfull at all and just said all he could do was refund it like really you could at least try to actually fix the problem cause obviously I still want the shoes but just in a smaller size for him to just tell me it's not available in my size anymore! After calling about 5 stores in my area asking for the size I want I decide to call customer service again to realize my size is available to order! So now I'm even more mad havig been lied to by the previous guy and also by the current lady I'm talking to when she tells me that I would have to pay for these shoes again AND wait until June for the actually shoes to be sent! Are you kidding me like why do they think I would now buy another shoes now lying for a total of 2 new sheos that I won't see for a month! And also have had the inconvenience of having to go all the way to Vancouver to just switch the shoes! Overall worst experience ever crappy crappy crappy and also sketchy to if you're orderig from Canada it's pretty much a shot in the dark.

I wanted to do some online shopping in UO as I'd never shopped there before (and never will again) and so I bought items in the sale, one item was low in stock but I'd managed to nab one which I was pleased about. I added in my UNIdays code which gave me 10% off which was nice and then ordered. Around 30 minutes later, I received an email claiming my order had been cancelled, but no reason to justify why? I searched on the FAQs page but nothing explained to me why it had been cancelled. Inherently miffed at this, I tried again because I really wanted those items. Of course, the low stock item I ordered had all been taken which was annoying, but I carried on. The UNIdays code didn't work even though I didn't get to buy my first items, but I still carried on. Two minutes into ordering, the same email explaining that my order had been cancelled appeared. (This isn't a problem with my card as it has worked everywhere else) wtf UO, never ordering from you again!

I purchased 6 items from Urban Outfitters for my partners birthday 3 weeks in advance as it stated 'up to 12 days' for international shipping (to Australia). For some unknown reason, 5 items were shipped together and 1 by itself the day after. 10 days passed and the tracking wouldn't show any information for the 5 items, only the seperate one. I emailed asking if they were both definitely in transit, which they assured me so and to contact if they don't arrive after the 12th day.
Of course, the package with 1 item arrived.
When I contacted them about the other 5 items, I was told that some mistake had occured and it had never been shipped in the first place! They told me it would be reshipped and waive the express shipping as compensation, only two days later to receive a notice that I had been refunded, which they blamed on a computer error.
So I had to reorder everything again, for them to tell me 'Sorry for the misunderstanding but we cannot waive the expedited shipping fees'. Mind you this is over at least 30 emails of being juggled around more than 15 "customer service" employees.
They offered me free standard shipping, which made no sense whatsoever as I already had free shipping from (stupidly) spending a few hundred dollars. YOU CANNOT PROMISE ONE THING AND THEN GO BACK ON YOUR WORD.
They disregard absolutely everything you ask or state, I highly doubt they even grasp what you are initially asking them in the first place, especially when asking for a contact number or management email. It's now been nearly a month and I'm yet to receive my items, and a phonecall or email from management.
Totally not worth it, very very dispointing.

Their whole ordering system sucks. I ordered a pair of shoes as a gift only to find out I got the size wrong. So I asked if they could change the order (note this was 5 mins after I ordered it) they said they could not because it was too far processed. When I asked for advice they said "There was nothing they could do" The next day I found out I could cancel my order. So when I asked to cancel, they said the order was far too processed to cancel.? When I asked when I was allowed to cancel orders they said immediately. Because people make mistakes and realize it at that moment. Good $#*!ing job Urban Outfitters. Never buying from here again. I would give 0 stars if I could.

Their ordering system is terrible. I have twice tried to order and both times been extremely disappointed. NB the second time I was trying to use the discount code I got from the disaster the first order was.

In both cases the customer service department has not given 'a $#*!' and just apologized and hoped I would not make a deal of it.

Nothing has been pleasant and I recommend Urban Outfitters to no one.

Went through a 2 week struggle and fifteen emails to return two tank tops which weren't actually as pictured. The colours were so off, e.g. the "black" colour was a grey and quality was less than poor. All I wanted was my money back without being charged for the return ($5) but my issue was juggled between three different service reps which did not help the case, as a few times I emailed just to have the returns policy spat back at me. Having to explain myself several times was even more frustrating than the original experience. So after actually getting a free returns label and sending off the items, they charged me $10 - that is the returns fee per item rather than per order. It took a rather colourfully worded email to get that returns fee refunded and after that no condolence was given whatsoever. I don't know how they expect to keep a loyal customer base with such a crappy attitude to service. I used to shop at Urban Outfitters but will not waste my time there again.

I bought a shirt and top in the sale, which never arrived. I contacted urban outfitters to ask where the item was and was told it had been delivered.
After disputing this with both urban outfitters and the post office. Nothing was done, for four months.
During this time I managed to buy the top again but it was no longer in the sale so paid full price. I asked urban outfitters to refund me the full price item but they have refused. Not only was it their fault I never got back the original order because they took so long to sort it out but then they refused to rectify their mistake by refunding the full price item which I only purchased because they were taking so long to sort anything out. Don't buy anything from this company they don't care about their customers and their staff are incompetent.

Well, if you had a pleasant experience with these people then you are very lucky. They have horrible customer service. I originally ordered two items paid for over night shipping, only to find out they had none of one of the items in the warehouse so they had to hunt it down in the stores, the other item was on back order. These people offer a free shipping policy, "Right" if order is over $50.00, which mine was. They had no other choice but to refund my original shipping cost for over night shipping because they could not get it to me over night. They did nothing special for me. I received one of the items with no cost for shipping, still no favors for me because they have a free shipping policy. Then the second item still on back order finally shipped and they charged me for shipping. When I called to complain that I should not have been charged for the second item to ship because it was on the original order which should have been under the free shipping status, they wanted to argue and argue and argue that I was reimbursed for the shipping so I should have been charged for shipping the second item. I still don't get where the free shipping comes into play. Both items together came to over $150.00. So they lost a customer over $10.98 for shipping. Because I want to be treated fairly.

I ordered three items for my daughters Christmas, they cancelled my first order, couldn't provide a reason of why and didn't notifying me. I ordered again, didn't come, contacted again stated it was on hold for fraud reasons and was going to be cancelled. Which didn't make sense their was no fraud. Ordered the same order for the third time with rep, asked for second day shipping due to Urbans errors only received record player. Then few days received sweater. Never received Hozier record. On Christmas, my daughter opens record player which was broken and sweater had a hole in it. Never received record. I drove an hour and half to exchange items. I was charged more for the exchanges (didn't give sale price) even with all the hell I already went through to order three items. Still have not received record. Cancelled it today. This is the worst experience I've ever had with a company.

While I love shopping here, their online ordering never works correctly and I have had so many problems. I used to use PayPal when ordering with them, but the function hasn't been working for months. On another note, I recently went off to college and so I had to change my shipping address to my dorm building. Now when I try to change it back to my home address, the page glitches and will not let me. I had to make another account with a different email so I could send an order to my home address while I was home over winter break. Also, when I was getting ready to leave for college, I ordered some bedding that was on backorder and they ended up canceling my order at the last minute because they found out they weren't getting anymore of that bedding in. I've gathered that that happens frequently from reading other reviews on this site. I also remember about a year ago, their online ordering wasn't even working and I had to do it over the phone. Basically, the online ordering is just a mess and its either a hit or miss whether it's going to work or not. Their customer service has been helpful, though, in the few times that I have needed them and I usually get their shipments pretty quickly. Free returns are always nice as well.

Awful experience with urban outfitters online shopping. I placed an order and kept checking the status to find out when item will be shipped - I paid extra for shipping because it was for an Xmas gift for my son. Finally I called customer service since website gave no updates and they tell me that the can't find the item and it will not be shipped! They should have told me when I placed the order or at least let me know - I had to call to find out and now I have no Xmas gift for my son. Not a happy camper! Do not order from here if you really want an item cause you may not get it.

I ordered a pair of shoes from urban outfitters on line on dec1st. I hadn't heard anything a week later and since it was a Christmas gift I called to find status. My first phone call I was told that they are locating the item and it will ship or I will get an update in a day two. Again I never heard anything so I called again to be told they just received a shipment and my order will go out on Thursday or Friday morning and I will recieve a notification. Friday I received nothing and called again and was told it was processing and would be shipping that day. I still received nothing so I called on Sunday to be told they still hadnt shipped and I would find out in a day or two when it would. I asked to speak to supervisor, Elena who didn't want to get on the phone with me at first, finally she got on the phone with me and told Me she would call me today to let me know status. She did not call and I just received an email of cancellation of my order. I will never shop in this store or on their website again and recommend that everyone does the same.

I am having a extremely awful experience dealing with urban outfitter customer service. I purchased a dress from the website and never received it. I have been contacting the customer service by emails but got only one response over the three weeks! They said they will investigate and then never replied my email again! I don't know what else I can do in this case. I am so helpless at the moment. I also went to the shop in Oxford street and they said there is nothing they can do either! This is the worst shopping experience I have ever had!

Shipping box damaged, goods not in new quality, i. E packaging all bent and torn, these items are gifts and look pre=owned. Emailed several times, no response after 5 days..

I had a terrible experience trying to order an Urban Outfitters gift card. Between 11/26/14 and 11/28/14 I tried three times to order a gift card online. Each time I got an email that the order had been cancelled because the product was unavailable. On 11/29/14 I called Customer Service who told me that there was some kind of problem with an order of mine months ago that had carried over to this order. Customer Service promised that someone would call me within the next 5 days to resolve the issue. By December 4 nobody had contacted me. I will not be ordering from UO again.