UrbanPlanetReviews 84

Went into the urban planet at whites oaks and were greeted very nicely by Amoy and Mandy. Two of the nicest girls we have ever met, they were so helpful and kind. We will be going back there again. Keep up the amazing work.

Went to Urban planet located at Eastgate Mall and they have the worst customer service ever. I never had any issues not until today. I simply came in as a customer asking an employee for help exchanging the size of an online order they got wrong. I was given a large instead of what was written on the order which was small. You think it would be that easy but no we had to argue first in order for them to help me. When they refused to help me, she even have the guts to accuse me of raising my voice when she's the one being so rude, screaming and telling me that she just can't do anything about it. You're embarrassing yourself with the tone of voice you had. Do I need to beg for you to help? First of all, I wouldn't come here if they hadn't got my order wrong, telling me to send it in mail and get an exchange is not helping me at all. This sweater wouldn't make it in time for Christmas. She told me that online purchases are totally different from in-store purchases and it would be much easier for them if it was an in-store purchase. She was too lazy to figure out how to help so saying "No we can't do it" is the easiest excuse. I kept telling her that I didn't make the mistake on the online order, they got the size wrong. I simply wanted to exchange the size, that's it! Why do I have to go through all of the trouble to send it back in mail and get the right size when I'm already in the store with the receipt and the sweater? Whatever happened to hiring employees that are compassionate with what they do and are willing to help customers without giving them attitude. I got a kid size sweater which was 10 dollars cheaper than what I bought as an exchange.(Thanks to the blonde lady who actually helped me getting the right size.) I didn't get any credit for the difference because I was told they just can't. It's almost Christmas and all we get are grumpy employees like this. If I could give 0 as a review I definitely would. Her quality of customer service is just so bad.

Cessia was awesome! She helped us find exactly what we were looking for. She stopped what she was doing, went one floor up with us, grabbed the hook and 'fished' out the size and color we needed. The whole operation took us less than 5 minutes. Nothing like talking to someone who knows her way around the store. Thank you so much Cessia!

I bought 4 shirts only to get home and find small holes in the back of 2 of them. The defective items were not tried on. Went back to the store 4 days later - brought the receipt and shirts with original tags still attached - to exchange for the exact same item and size.
The supervisor was one of the rudest people I have ever met and instead blamed us for making the hole, was unwilling to complete the exchange (even though we met all the requirements of the return policy) and proceeded to yell in the store continuously saying it was our fault.

The service at urban behaviour change room is rediculous!… there person that is suppose to be servicing customers tells you to make sure you hang up your pants back on hanger and fold your shirts. So you are basically doing their work. She doesn't even escort you to a change. You stand at the side and let you walk in and pick whatever room. Then when I go to pay for my clothing, I inform the person at the cash register what is going on and she just tells me that the girl is probably new. They obviously need a manager there that can handle the situation and tell you employee to do her job!

Do not purchase from this company in-store or online. You will not receive all your items as the warehouse does not fulfill your order in the allotted time the company has set. I've only had a bad experience with this company's online portal. The customer service is terrible, they will only offer free shipping as a gesture however, you already get free shipping on all order over $100.

I actually dropped into the store in the Yorkdale mall and purchased 2 pair of shorts and two shirts on june 8/23 and wore one of the shorts only 2 times before they ripped out beside the seam.
When I phoned to ask about any warranty on there clothes, I found out there is none!
Buyer beware! You get what you pay for!

I ordered during their promotion buy one get one free for Christmas in November. I ordered 12 robes and only received six. They only reimbursed me for four they still owe me $40 and have decided not to return the money to me or send me another robe. Their email back replied we don't do price adjustments on previous purchases! I told him I'm not asking for a price adjustment I'm asking for my money back for a product that I did not receive. They still will not send me back my money or the robe that is owed.

Took my money for a online order never sent a email confirmation watch out for them they will scam you and it's horrible trying to contact them

I went to the shop at Fairview mall with a friend and while in the change room, the lady guarding it was so disrespectful and rude. My friend was holding some jeans for me and when the lady asked what she wanted she said something among the lines of: "you guys keep bringing in all these clothes but where are they going?" We were following the less than 5 items rule but this lady straight up accused us of stealing things out of the blue. Did not even care when I said thank you multiple times for unlocking the rooms for me. Was pretty upset about it.

Me and my friends went to urban planet while I was drinking my cup of water and my friend turned around and knocked it out of my hand by accident, and the worker was behind us and when it fell and made a mess she kicked us out of the store for a complete accident. I even truly apologized for the mess and I went back in sometime later to apologize again and she was too miserable to care. The only words she had were "it's fine." And kept walking. She had red hair and she should at least acknowledge that we're kids and it was an accident but instead she kicked us out. Anyways, I couldn't do my back to school shopping because of this moron. Red head, if you see this, grow up.

I worked at urban planet for a while but got 0 training. My manager would ask me to do things that i did not get trained for and would yell at me infront of costumers. 0 professionalism. The store that i worked at also had shoplifters coming in every single day and if a worker couldn't catch them, the manager would get mad at us yet still hasn't hired a security guard when the amount thats gotten stolen could've already paid for a security guard. The east indian managers also talk $#*! about white people in their language which is so disrespectful when they could just talk to them about what they're doing wrong in. Would never shop here ever again or get recommend working here!

I ordered my items on November 26,2021 for Christmas. Few days later, they sent me a tracking number with Canada Post. The package was stuck without any movement for 3 weeks, so Canada Post conducted an investigation. Canada Post advised they were unable to locate the package and I should contact Urban Planet about it.

I emailed Urban Planet and received a bounce back that its inbox is full, so I resorted to start a dispute with PayPal. Later on, someone from Urban Planet reached out saying I cannot get a refund and will need to wait for the package, which they have no updates on the shipping for me.

By early January 2022, I still haven't received my package so I escalated with PayPal for a refund. A day after the PayPal escalation, the package's tracking *magically* got updated and said it's on its way. The package arrived few days later. Luckily, I ordered within the holiday season so I had an extended return policy, and was able to go to return it to a store for a full refund. Otherwise, I would be stuck with these Christmas items and not be able to return them due to their regular return policy - must return within 30 days of the ORDER DATE.

There are a lot of complaints about their shipping, which shows they have a bad business conduct. Please STAY AWAY from Urban Planet and do not support this business by purchasing from them! I would rate it a 0 if I can!

This review is for the Masonville Mall location. Watched the girl at the cash tell an elderly lady it wasnt her problem that the pricetag on her merchandise was wrong! She would not be reimmbursed. This was done in a rude tone! The customers in line-up were all looking at each other! She proceeded to be super rude with my daughter and I as well. This took place on Saturday Nov 13. Around 1:00. Never setting foot there again!

I usually shop in their store at Fairview Mall bought a black top there loved it wanted to get same in red but they didn't have it, so I checked their website found the top in beautiful red and another with black and white stripes bought both. Best customer service online and in the store fast delivery within 24 hours high quality clothes at amazing low cost! Definitely recommend it. Thank you UrbanPlanet for best customer service and beautiful high quality inexpensive clothing!

I don't understand why exchanging a shirt requires providing so much personal information (full name, address, phone number, etc.). While I'm sure this is part of their corporate policy, I've worked in retail and have not experienced this in other stores. The staff refuse to exchange the items unless you provide this info, and don't explain why they need it when asked. Only conclusion I can come to is the information is being sold to third parties/marketing statistics.

I'd give negative stars if I could.

Went to order online and the whole order didn't process. To get full order would have to pay another shipping fee. Answer back from CS was they couldn't do anything about that, but I could return the items if there was a problem. Doesn't get my shipping fee back and doesn't address the issues with their site. Must be nice to get double shipping fees for orders. Don't order from them.

Worst customer service ever.
Cashier was very disrespectful.
Store-1580, central city, surrey bc