UrbanPlanetReviews 84

Place an order over a month ago with these guys not only did they send me tracking information that doesn't exist I've emailed them I've called them I've sent them messages on Twitter and in 3 weeks I have yet to hear anything back and I've yet to receive my order!
They charged my card over $100 but don't provide any customer service so I would save your money and go elsewhere!
Horrible company, clearly if you need to steal from your customers!

I took my daughter to get some new clothes for summer that she desperately needed. She is 12 and has been so down and she needed this outing.

Urban planet is one of her fave stores and she was excited that it was open now.

The lady that worked at the door May 27th we were there at Masonville in London Ontario, Canada from about 1-2pm.

She was extremely aggressive today and rude. When we entered the doorway to the store she lunged at us with hand sanitizer and said it was mandatory. I informed her that We had just used our own and she lost it.

My daughter and I have extremely sensitive allergic skin. She did not let me explain. So to avoid my daughter being heart broken I let her put a some on my hand she went overboard and I said you wont be touching my daughter. I said I will share mine with my daughter (since she had given me too much.)

I am first and foremost disgusted with her behaviour and the fact that she treated me like a scumbag diseased criminal.

Secondly that your store does not respect and trust their customer. How incredibly rude and hurtful.

This is the first store that I have been to trying to make hand sanitizer mandatory. I have no problem cleaning my hands but don't lunge at my daughter and I with a huge spray bottle like we are diseased! Also I am an adult I take care of health and my daughters. Stores should trust my judgement on what My daughter and I need for our health!

We then went to Marshalls... was offered sanitizer and I declined. When I said no thank you to The girl at Marshalls she said no problem and have a great day.

Same with Indigo the day before. I said No Thank you as we use our own and they replied no problem have a good day!

Oh and like Walmart, shoppers drug Mart giant tiger, Dollarama, Home hardware, LCBO, No Frills and many other stores that I've been going to since this whole Covid-19 started back on March and not once have they demanded I use hand sanitizer... They know people can decide for themselves.

So sadly we wont be shopping at your store until you tone down the power trip And learn to trust and respect your customers!

Also as I stated we have super bad skin allergies and within 10 minutes my skin got red and itchy. Mu daughters hands were very sore and dry. Since we had a double dose of sanitizer as I had already used my hypoallergenic sanitizer... I don't know what brand you use but it was really bad for my skin. My hands have never been sore this sore!

Here is an article about skin reactions to sanitizer and trust me it was bad today due to your sanitizer!

https://healthfully.com/allergic-reaction-to-hand-sanitizers-*******.html

And yes I was mad and could barely speak to the staff in or that lady who made me feel like scum! It made the whole experience unenjoyable.

Also Winners has their change rooms open... please consider their routine it worked great for safety. Very hard fo buy kids clothes without trying them on.

Thank you for your time hopefully you can change how you deal with this and make
It a choice!

Kindest Regards,

Andrea Card

I have placed an order over a month ago and still haven't received it. Yet they have charged my credit card the moment the order was placed! They sent me an email claiming the order pas shipped... it hasn't seen it appears to be stuck in Mississauga as of that date!

This is misleading and fraudulent action on their part. This is the second time that I order online from this store and never receive my orders as they never ship the items!

Emailed customer service at least 10 times and no replies! Worst company ever. Hope that you file for bankruptcy soon as you are a nuisance to the Canadian economy!

The company Urban planet has given me a hassle with purchases online and in-store more times then I can count now. Sadly I learned the hard way and still continued to shop with them seeing as they're affordable and have a wide selection.

About a month ago I placed an order online and spent 300$ it took them approximately 2 WEEKS to even process my order and send me a confirmation email. After the confirmation email they then proceeded to send the following shipping email another 2 weeks later. After waiting over a month for the emails alone I am now waiting for my items to arrive (still don't have them, it's been like a month plus a couple days) and continuously contacting customer services I arrive home from work and see a package from urban planet! Excited as ever, I pick it up. Only to read it was my sisters (we live at the same address) I call her and ask when she ordered etc. she said THE NIGHT BEFORE. This is now just ridiculous and really the straw that broke the camels back. My order was placed and apparently processed / shipped before hers, a month before hers and STILL nothing. Patience with the customer service team at this point has flown straight out the window.

This is the worst online order I have ever placed, first the Christmas order is ordered in November and supposed to be a delivered to a home address before Christmas as it was Christmas gifts. It ended up being delivered to a store in Mississauga and the order sits in the store until it is shipped to us in January in which I have to drive across town to pick it up. Missing items, extremely slow customer service responses and then after 2 months later items that were ordered wasn't even included and fully charged initially.

AVOID! You have been warned

Bought a gift card 6-7 weeks ago. Order confirmation received but never any shipping notification. Several emails sent, phone calls, Facebook messages sent. I'd get a reply and then another week would pass before I'd get another reply. Literally begged for my money back. Ended up going to my credit card company and got my money from them instead. Brutal. Stay away, never had an experience as awful as this. They claim they just missed my order, never made it to the warehouse. If that's the case, once they realized, you'd think they'd refund immediately and be profusely sorry. But no. Still waiting.

Online customer service sucks!
They won't refund me when I tried to cancel before they ship my items.

Store location has also have $#*!ty and rude employees.

Like girl you make minimum wage don't act like you own the store with your cakey make up and $#*!ty attitude. I just asked if the item I'm holding is on sale because it's the only one in stock. All the girls and management looks like they hate working there. We never see them smile or be helpful to customers.

So I ordered multiple items off of their website on cyber Monday (December 2nd). Being the holiday season I expected that it may take a little longer for the items to ship. I finally received an email saying that all my items had shipped except for one item that was still showing "preparing for shipment". Now I had ordered two matching pjs for my boyfriend and I to wear for Christmas and it was one of the pjs that hadn't shipped yet. So on the 18th I received the first shipment and sent an email to customer service asking for information on the pjs. They responded saying that the item was in transit. I checked the status and it was NOT in transit and was still "preparing for shipment". I waited two more days and still no change. I reached out again and received an email saying "we are sorry that we have been unable to address your recent inquiry" and went on to say that if I was inquiring about an order not yet received and didn't have a tracking number yet (which I didn't) then I should reach out again to customer service as soon as possible. So I sent out a third email and shortly after I received an email from urban planet (not customer service) saying that the pjs had gone out of stock prior to shipping my order and that I'd be getting a refund. So customer service was of absolutely no help and straight out lied to me, and it took 19 days to tell me the item was out of stock. The real kicker being that I debated ordering the pjs again to see if they would come faster than the other order because up until a week ago the size was still in stock on their website. Frustrating.

I am having the same issue as most of these reviews, I ordered my items on November 30th and I still have not received them. I was guaranteed that they would be arriving before Christmas. I am now disputing this with PayPal and I recommend you do the same if you have an issue with this company, horrible horrible customer service never replies, I would not be surprised if they got shut down after this horrible holiday season shipping chaos

I purchased several pieces of clothing (11 items) on December 1 and contacted 'customer service' on December 6 when I did not receive the shipping confirmation email. I received a generic email saying that don't worry' I will get my items. I then received another 'We Got Your Order!' email that day which was the same email that I received on December 1. The phone number that you can call does not help as it redirects you back to email for online orders. I emailed them again December 9 to ask the status on the order and they said 'rest assured you will get your order by Christmas". This was a present for a Birthday On December 14 therefore I am not sure why they would assume that I would need it for Christmas and not pick the order?
I received another email shortly thereafter saying Canada Post picked up the order and here is the tracking #. I attempted to track the package several times and the only status was that they created a shipping label however Canada Post had not picked up the order. I then emailed the Parent company YM and was told that everything was shipped on December 9 with the exception of one item (when were they going to tell me that?). I attempted to track the item from the 10th on and finally received an email from Canada Post saying they finally got the order December 13. Nonetheless, I missed giving the Bday present-giving as the items arrived on December 16. Worst part is they constantly blamed Canada Post for the delay as its the Holiday season however I order several items from the US as well as the UK long after December 1 and received them via Canada Post within a few days. The Urban Planet items were coming from Toronto to Toronto. It was a pretty humiliating experience which I will never be part of again. Their Customer Service is the worst I have seen in a really long time. I had to email each message twice in order to get a response.

The in-store reps don't seem to care for the customer based on their attitudes when you walk in therefore to avoid that, I attempted to purchase the items online however that proved to be even more discouraging. Definitely will not be spending my money with them.