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.

From the first time I ever tried to place an order on this website they have automatically canceled the orders for no reason. I had the money, I was a real consumer and they have blocked me from ordering. I have no idea why, and none of their customer service representatives will discuss it with me. I love the clothes on the site and I really wish they would process my orders, but for some reason they automatically marked my account as one they will not process orders from. It is incredibly frustrating that I can't even get help or answers from the customer service department.

I love Urban Outfitters for the middle-of-the-road clothes that I can be comfortable in and wear to work. Yes, there exists some of that at UO. urbanoutfitters.com has some great on-line only sales, and because of how ridiculously over-priced the clothes are generally, the sales prices come in handy. I've gotten $3 shorts there and $10 dresses if I am just diligent about checking in on the website. Plus, if you're in the range of XS to S, you have to get in more quickly because those sizes go fast. Yes, it's a lot of work but well worth-it because the clothes, on average, last 5 years for me. The shipping is always right on, and I've never had a problem.