I ordered 3 shirts for my husband for Christmas and it must have been lost in the mail. UPS said it was delivered to my address but I never received it. I receive multiple packages daily and have never had an issue. I called customer service the next day and they told me they have been having issues with packages saying they were delivered but they weren't and to wait a week and call back. Unfortunately, the package never showed up and my husband did not receive his Christmas gifts. I called customer service and was able to reorder one of the shirts (which I received after Christmas) but the other two had sold out. I was refunded my money on the package that was never delivered. However, yesterday morning a month and a half after this ordeal happened I received an email saying I was going to be charged for the package that was not delivered because on their end UPS had marked it as "delivered". I called urban customer service and was told that I would have to deal with UPS and it's not your problem it's my problem to deal with. The two women I spoke to, a customer service rep and a supervisor were so condescending and rude and would not help me with this situation at all. If you were to look at my track record and see how much money I spend in urban monthly and how I have never had an issue with lost mail, and how I actually reordered one of the shirts I never received you would think the company would let me keep my reimbursement. This is the worst customer service I have ever received and i am basically being accused of fraud with no merit. I ended up calling my bank and issuing a charge back and opening up a case with them. I received an email today from urban outfitters basically telling me that I am banned from shopping there until they receive $104.00 from me. If I place an order they immediately be cancled. What a joke! If they look at my track record of how much money I spend there they are really losing a lot of money. This has been the worst customer service experience I have ever had from a company. Such BS!

THEY EAT YOUR MONEY! Be carefull! I bought couple of things in November and they never shipped it to me! I got an confirmation email for one of them and I never got it! So I called and said that I have not recived two items on my list and they did not refund me back one of them because they said that 30 days past! They have not sent me any shipping conformation amail for the other items how should i know that you sent it to me?! NOT RELIABLE AND WORSE CUSTOMER SERVICE! They do not care! Not at all! Do not trust this company!

Ordered daughter's 16th birthday present well in advance. Supposedly in stock but apparently not. When it hadn't arrived 10 days later, supervisor (Amy) said it was supposed to be in stock the next day, she would have it shipped overnight, and if it didn't arrive in stock as expected, she would call and let me know. No call so I assumed it was on its way. Still not here 3 days later, so I called and was told it shipped today but it was impossible to change shipping speed to overnight. Seriously? In 2019? Now it's too late to shop for something else before the party tomorrow. My daughter will be terribly disappointed. If only Amy had called as promised, I could have shopped elsewhere. Thank you very much, Urban (and Amy).

I ordered chairs for my apartment from Urban Outfitters online. When I got them they didn't work so I reached out to customer service and they said to package them back up and they would be picked up. There is no option to return in stores. I did exactly as was asked, used the label provided and got the tracking info. The chairs were picked up. A month later I still not have received a refund, the chairs are "lost" and their "shipping department is investigating" before i can get my money back. These chairs were not inexpensive and it is extremely frustrating not to get my refund back because of their shipping errors. I have contacted customer service four times already and they tell me every time that the shipping department will be in touch with me in 24-48 hours. I WILL NEVER ORDER FURNITURE FROM THEM AGAIN!

I love their home stuff and have purchased a fair share but their advisors can be very off putting at times. If you were to call, you would have a much better experience because I have run into agents on chat who are so clueless, they don't even know how to use their own systems and yet are more than willing to argue with you, so you might want to skip that fruitless endeavour and send an email instead. However, when using the online form, you don't get a confirmation email so unless they reply you have no way of referencing it and are stuck waiting for what could be days and weeks only to be back to square one and have to do it all over again. So stick to phone, though if you are outside the US, chances are it will cost you greatly unless you have free minutes in your plan because conversations and phone orders always end up lasting longer than you anticipated.

Edited review- I ordered a Kanken last Friday, (obviously paid for it in full) but UO sent me a freaking black cardigan. My order invoice said frost blue kanken so how on earth did they mistake it for a sweater? There was zero return labels in the box just this sweater that was honestly ugly and cheap feeling. Customer service was really great, she was really nice and expedited my (hopefully) correct order and sent me a return label. This however will be my first and last order with UO because I can't get over how such a nice store got my order so wrong. Update- it's been 4 days and I've still received nothing. I just called again and they said my case is still open and will be for another 36 to 72 hours then they'll close it out and you'll get an email about what happens next. JUST SEND ME MY CORRECT ORDER IT IS NOT THAT HARD.

I have never before written a response online before and hopefully will never again have to. But my experience with Urban Outfitters is probably the worst experience I have ever had with ordering something online. I ordered a product that was in stock on November 22nd and paid the additional $16.99 to get the product between December 12th and December 20th. Now ultimately the product did not get sent to me until today, which is December 24th and will not be here until January 3rd at the earliest. That was quite frustrating, but it happens sometimes a backlog and their system isn't inept. But not only that, but they have refused to reimburse me for the $16.99, which was only paid to get the product prior to the holiday. Honestly is truly pathetic how bad their operations is. While I do like Urban Outfitters products and think they are reasonably prices, I will never ever ever order anything from them ever again. And I feel slightly amused to know this experience happens to alot of people.

I chose to write an email, only because of my online experience. (In store staff, and availability is always great)

(All my praise goes to in store employees, especially located in Millenia mall, sweetest genuine people who really do help and don't make checking out feel like just a transacation)

On a different note, my experience with customer support (over the phone) was so unprofessional that I almost just wanted a refund. I don't recommend online shopping here whatsoever just in case of any mishaps.

It really does baffle me that this huge company, treats customers so poorly, yet stays in business year after year. I won't do anymore business with them after being treated so terribly. I've spent over $2500 this holiday season with them and have been treated like a second thought. I caution you against purchasing from them online. What a mess...

I made an order on the 23 of November and 3 weeks later i still have not received my order. I contacted them and they said my package was lost so they filed a refund request and said that I will receive an email in the next 48 hours. I wait 1 week and still no message. I contact them again and they tell me i should wait another 48 hours.

Horrible customer service. DO NOT order online. It is SCAM! They take your money before your order is even shipped!

Urban Outfitters promised delivery of my order before Christmas, and as it was a gift it would have been in order then to receive it before Christmas, but nothing was working about the delivery after ordering; not able to track the order, not any help and support at the customer service, they didn't want to help finding out where the parcel was and then pushing it to arrive in time. I should have ordered from another shop, this is a really bad service, for Christmas customers.

I ordered online at Urban Outfitter and my items went to the wrong address due to their system error as it prompts you to select the verified address and then I realized later on, the items went to the wrong address, I promptly contacted UO via chat and phone number, both reps told me to just suck it and "not our responsibility for delivered items." ANd, the phone rep became so belligerent and started yelling! So I'll be filing a dispute so good luck if you have a missing package because they do not take responsibility and they told me to go "retrieve" from the other location as I had already told them I went to the other location and nothing and they wont refund due to their own system error! Bunch of crooks and spoke with a "supervisor" Jolanda and she goes, "we wont be refunding a web order." WTH, most orders are web orders! They need to be sued!

I ordered a really cute denim dress from urban outfitters. Every email they sent me gave me the indication that I was going to receive what I ordered, but when it arrived it was COMPLETELY DIFFERENT. I called customer service, and I got a refund. When I asked about getting what I ORDERED IN THE FIRST PLACE she said they were completely sold out'. If they were sold out why didn't they just postpone my package than just send me something I didn't want. I have to return this thing now, AND I STILL DIDN'T GET WHAT I WANTED IN THE FIRST PLACE! Good customer service, horrible product distribution!

I do a lot of online shopping, this company is the absolute worst I've encountered. I ordered a dress. I get an email saying the order was canceled, here's a coupon for 20% off and free shipping. So I reorder. The coupon code turns out to only be 15%, not the 20% promised in the email, and with no free shipping. I placed the new order anyway since I really wanted the dress. Few days later I get another email saying they were mistaken, the original order was never canceled, and that it was on its way. I emailed customer service multiple times, they finally sorted things out.

I made another order with another discount code that I received for all my troubles. It was a huge order with more than ten items. I don't know why they can't compile the order into one. Anyways, they sent everything in separate packages. One of the packages was lost. I had to contact customer service. They refunded me, but they made a mistake. I ordered two tube tops of two different colours and they only refunded me for one. So I have to contact them again. Also they have no option of reshipping, any lost items can only be refunded. That means if I were to reorder I'd lose the original discount code that I was using.

I've never in my experience had so many problems with online ordering from a company. I like their products but I'm never ordering from them again. The process is stressful and annoying. Not to mention their shipping isn't free!