Brittany P.

I ordered boots that were too big. I ordered a new 1/2 size smaller pair of boots and paid. According to Urbanog exchange policy. Order the size you want and then when you return the original order you will be issued a full refund INCLUDING SHIPPING. I was issued a full refund BUT NOT THE SHIPPING COST. When I emailed customer service they said we did issue the refund and gave me a copied and pasted breakdown that clearly says I was issued the refund for the product but not the shipping cost. When I emailed them back again. They never responded. Then I called customer service. I explained to the girl I returned a pair of boots that were $39.99 that I wanted to EXCHANGE for boots that I already ordered and paid for. On the Urbanog exchange policy website it says you will be issued a full refund including shipping cost. She said we did issue a refund for the shipping because the refund was $35 and the total of your refund was $42 which is $7 for the shipping cost. I told her that DOESN'T MAKE ANY SENSE! The $42 was what I paid for the product that has nothing to do with the shipping cost! I did use the UPS return label but on the exchange policy it says you will be refunded the shipping cost. Then like a robot she just kept repeating the same thing that did not make any sense. Which means she was not understanding anything. I was fed up and told her your company needs to take down the exchange policy because URBANOG WILL NOT REFUND YOU SHIPPING COST IF YOU WANT TO EXCHANGE! QUIT TELLING ME THAT YOU REFUNDED THE SHIPPING COST BECAUSE YOU DID NOT! The customer service rep kept repeating the same thing that did not make any sense. I hung up on her. She should of just refunded me the shipping cost like the Exchange Policy states and there wouldn't be a problem. Urbanog has incompetent customer service that answers phone calls and responds to emails with robot copied and pasted answers. I WILL NOT BE ORDERING FROM URBANOG AGAIN!