Absolutely horrible service. Here's my story.

I ordered a duvet from them, $80. They didn't notify me that my order was on "back order" until my payment went through. It will take 6 weeks for them to restock. So I waited. Finally it said shipped 6 weeks later. It got delivered and it was NOT my duvet. It was sheets! I called to see what I could do and here is what they said.

I would have to wait AGAIN for the item to be restocked. ANOTHER 6 weeks! Are you kidding me? So I said okay and he sent me the package thing to send it back and said my other order will be sent in six weeks. I called back- because I realized he didn't give me a confirmation number about my new order and it turns out he clicked that I wanted a refund. The new guy I was talking to said he didn't even put in for another order. So I said let me just get my refund. Instead of 6 weeks to MAYBE get the right order next time i will have to wait 3 weeks and hope I get my money returned by then. Sent the sheets back. Beyond disappointed by all of this.

I will never order from them again. I didn't want to give them my $80 either. Hopefully they will receive my item quickly and I can be done with them forever.

I had ordered a desk months ago and the backorder date changed from June to July to August. I sent an email and was told the desk would backordered until early August. I needed a desk sooner so I ordered a different desk from RH and asked for the Urban Outfitters order to be cancelled. A week later, I received an email that the Urban Outfitters desk shipped and could not be cancelled. This had been a huge waste of time and I would never order from Urban Outfitters again.

My order arrived and it wasn't complete but it was showing that everything was delivered, chat With customer service on their App and they were supposed to call me and never did, so I emailed twice and never got a response when I called they told me to wait for 15days after order date but it pst and no email or call so instead they reimbursed me but no email to let me know or anything and the shoes I didn't get are still in their website so I called to see if why they didn't advices me about it and the customer service was the works even after I explained the guy asked me what was the issue? Are you kidding me! Haha never again! And btw they done it he same to me before were they refund money without a notice but didn't really care until this time I noticed how bad they handle it

I love urban outfitters clothing/furniture even though it is overly priced, its cute and ive purchased from them once. My order was almost 300 dollars worth of items and I figured my order went through because the money was taken out of my account (and figured it worked like a usual company). However i was sorely mistaken when half of my order was put on hold for shipping confirmation due to them asking for a purchase code on my bank statement and that i needed to call my bank so that they could my order through. When my bank did not have this and was as confused as I was, I stayed on the phone with the horrible customer service rep till my order went through. Later I realized half of my order didn't go through because it was on back order and when it was ready to ship it could not go through because UrbanOutfitters had continued to hold my money till it put me into debt. I had to cancel the order and am not able to get a refund on my money because the pending charge that i had put through on my account was no longer allowed for me to purchase my items because they "charge when ready to ship". Never buying from them again, if I see something in the future that I like from them, I'll gladly go on nordstrom or depop.

My daughter placed an order using a gift card with 2 items on it. She received the 1st item, then they charged the gift card for the 2nd item & never received it, but they are claiming there was a problem with the gift card. Contacted the Gift card company they informed me UO has indeed charged the card for the 2nd item. Now my poor daughter is out $40 on her gift card because of this BULL $#*!! Company. By the way, the OLD FOSSIL LADY I was talking to was extremely rude. ATROCIOUS CUSTOMER SERVICE. WILL NEVER BUY FROM THEM AGAIN. I WISH SHE HAD CHARGED ON CREDIT CARD, WOULD HAVE BEEN MUCH EASIER TO DISPUTE IT. TERRIBLE SERVICE.

Urban outfitters has some really cute stuff. Thats about the only reason i shop there sometimes. The quality is hit or miss and often times items are very overpriced. But about a year ago i ordered a pair of shoes from them that were unfortunately a miss on the quality, though they were not urban outfitters brand. The shoes completely fell apart after a few wears. I contacted customer service and they sent me a new pair. Then just recently (nearly a year after buying these shoes) they put a hold on my account. I had bought something in between this time so they must have just randomly decided to put this hold on. I called them asking why my orders were being cancelled and thats how i found out, they didn't even tell me they were doing it or why until i called. So i find out they wanted me to return the broken shoes and thats why they put my account on hold? I dont know why they didn't just contact me. But anyway i returned the shoes and my account is still on hold? I tried buying the items i wanted with a different name, address, card, email, etc. and THEY STILL get cancelled. Its like im completely blacklisted. Their customer service is super weird in my opinion because of that.

I'm not surprise to see how low is their rating, I am surprise of HOW LITTLE THEY ARE DOING TO LEARN & AMEND THEIR APTITUDE TOWARDS CUSTOMERS!
If going to their beautiful shops is always a disappointing experience in customer service. As trying to get help from the floor team is like trying to get attention from a bunch of models after their success at London Fashion Show. Good looking but useless, and fast to gang on you if you don't comply with their self centred aptitude and remind them that you are a customer and support is not a tedious chore but what they get pay for... Feedback omitted as I have pointed in more than 3 occasion to floor managers and even wrote to customer service.
Shopping online is not a better experience!
Originally I just wanted an exchange, I like their clothes that's the only reason why I choose them over other retailers. However in order to get it I am surprise to find out:
1. There's no exchange labels on my order!
2. I need to get in touch with their customer service as they advice just to be send to the very same page where they do not clarify how to get that label.
3. In order to get an exchange I have to buy again the item I want and pay for delivery if need be.
4. Wait up to 28 days for a refund to be proceeded.
5. Get to the post office just to find I have to either spend £7 to send it tracked as their return label is not free?!
6. Confused go to the post office page to generate a label that cannot be scanned by the personnel.
7. Having to do another step to find and get to a printer shop and pay for a label to be printed.
8. Source the sticky tape or get back home for it.
9. Return to the post office and yet queue once again as if you did not have any other thing to do today!

Really disappointed, old fashion and poor service from a company that neither is cheap nor interested to look after any kind of customer experience. Is a good looking shell with an old rotten mentality, too cool to be part of our high street! Oh YET ONE MORE THING IF YOU ARE PLANNING TO BUY ONLINE AN ITEM ON SALE YOU BETTER KNOW IT FITS YOU BECAUSE THERE ARE NO RETURNS ON SALE ITEMS!

My item return status was shown as received almost a month ago but till date there is no refund processed. Contacted their live chat twice and they told me they cannot confirm if the item was even received. Keep repeating that they do not have this information and that I can only wait (mindlessly). So what is the point of the returns tracking number and status update? I have been more than patient but it is still appalling to receive such replies. ZERO customer service and after sales service. 1st purchase and never again. Bring your business elsewhere guys.

Confused with all the terrible reviews. I think the good outweighs the bad by far, I just dont think the people that have a positive experience are writing reviews. I bought some cute baggy jeans and hopped on the trend. I ordered them a week ago and it literally came in 7 days. I'm in Canada btw. The jeans fit nice and the quality was great. Nothing to complain about except I wish I would have sized down. The name of the jeans are BDG High-Waisted Baggy Jean - Bleached Light Wash

There's no way to make ANY adjustments to your order after it was placed and no one will help you. I placed an order and it was confirmed but then hours later they emailed me saying I needed an authorization from my bank? I can't reach my bank because they are busy dealing with many calls during this pandemic. I have no choice but to cancel my order and one of the items I ordered are now out of stock and I can't get it anymore. NEVER shopping here again, they are not flexible or helpful at all.

Update: A week after my Chat interaction with customer service, UO had not followed up (no surprise there), so I phoned them. I was told that the "lost package request" had been denied, and the items would not be reshipped because UO would not be reimbursed for the lost package. It doesn't matter that I had never been informed the shipment went out (so I would know to expect it) and had never been provided a tracking number or proof of delivery. It did not matter that I am a longtime customer and that the missing items were a minor part of a larger order. The UO rep dug in her heels and refused to reship or reimburse me. Nice way to do business. And the cost of the missing items? A total of $52 plus tax. They lost a customer and incurred all of this ill will over a lousy $52 (retail) worth of merchandise.

After weeks of waiting for backordered merchandise (I received several of the items in my order shipped one at a time, in that period) I realized that some of my items were still missing. I used Chat to report this, and was told that all of the missing items were shipped together, and that the package was noted as delivered. But, I said, I did not receive it. Too bad, said the agent, there is nothing I can do but report this and request a refund, because it is outside out X day limit for reporting lost packages. I asked whether they could just reship. No. They don't reship "lost packages." I was told to wait three days for a response to the request.

I have no proof that UO ever shipped these items. If I check my order on their website, it shows as delivered or complete, but shipments (multiple, because that is how they manage fulfillment) are not itemized, and no tracking numbers are provided.

So, UO stole from me. I have no confidence that I will get my refund.

Do not order online from this company. Purchase in a bricks and mortar store, if you must. I won't buy anything from them again.

Love their huge selection of Vans & Converse. Dig their sweats and the store is always having a sale. What's not to like?

I see a lot of unhappy peeps on this. I don't get why they're so angry? If you've got a problem, then just contact them. If it's still leading to no where, contact your credit card bank.

If everyone were forced to work in retail, they'll all be a tad more understanding and empathetic. No one's perfect & mistakes do happen. Be more human.

Getting back, Urban's totally the place to go if you want trendy styles. Perfect place for me & my gf to go. We just split into our individual sections and meet up in the Home section.

Shopping online is super easy too. Love Urban.