I was a satisfied online customer (Australia) until they sent me the wrong size shoes I had ordered, far to large. Their reason, we didnt have the size you ordered so we thought we would send you another larger size. AMAZING! What followed was emails over months trying to retrieve my refund plus my shipping costs to return the shoes. As it was THEIR ERROR I assumed they would happily refund my shipping costs to return the shoes to them... silly me! What ensued were countless emails with Customer Service ( thats an oxymoron).
- all necessary receipts sent
- promise of refund by one operator
-no action from them
- many more emails sent and answered by different operators saying its being dealt with, each time requesting I send the info they already had! They didnt bother to follow the email trail, it was put into the too hard basket by each operator.
- finally got action after a threat to report them to our consumer watchdog ( ACCC)
- no notification was sent that payment had been made to my account.
- inefficiency or blatant disregard for the customer?
- Ive unsubscribed from their website

I use to love shopping at Anthropologie for their petites, until they removed all Peties from Canadian stores last year. Before I knew this, I was given a GC. I tried to purchase the petites online, as I was told to do by an in store rep. There was a message online saying if I didn't have a pin to call their number. When I called they said I could not make the purchase online. So then I attempted to purchase the items over the phone and they said I couldn't do that as well because it was a Canadian GC and they couldn't convert it. My only option to purchase items from this company was via in store. Yet, they don't carry petites and I'm told to order them online? So basically this card is useless and a waste of money. I am done purchasing clothing from this company. They should not have sold this GC to someone knowing that they couldn't use the GC online or over the phone. When I spoke with a manager they simply apologized and said I understand. Worst customer service and horrible policy. Don't sell gift cards to a store with an online ordering system. OR advise everyone who purchases a GC and have a disclaimer on the card saying - THIS CARD CAN ONLY BE USED IN STORE. It's that simple.

What a treat to be waited on by Shelby and all other sales associates at Anthropologie UTC. Thank You!

I ordered a towel and toilet paper holder back in November of last year. The towel holder came but the toilet paper holder was on back order. After awhile, the back order date was pushed forward even more. We had moved and so I called and asked if we could get it changed to our new address since it hadn't shipped yet. They said no, that I had to cancel the order and reorder it. I did and it took awhile longer to get. It finally shipped on January 24th. When it came, it was the wrong color. I returned it and they shipped another one on January 29th. Again it came in the wrong color. I returned it and it again went on back order. The third on shipped on March 17th. It came in the wrong color the third time. After waiting 4 months, returning three toilet paper holders to the post office, and talking to a many number on unhelpful customer service reps, I decided to return the toilet paper holder and the towel holder. I had to uninstall the towel holder and they said they'd return it. I just got of the phone after being on hold for 20 minutes. The rep told me it would be at least another week until they could process my return, but I called a week ago and they said the same thing. Any other company I worked with has been so fast and helpful, but Anthropologie has the worst customer service I have ever experienced. The reps don't know how to do anything or know any information.

I ordered a custom sectional sofa from Anthropologie online on 2/18/2020. I waited for two months to finally have it delivered to me on 4/20/2020. Upon delivery the handlers pointed to extensive damage on the unit - a large rip exposing the framing inside on one of the corners. Distressed fabric on the edges on both ends of the sofa. I was assured they would report this and Anthropologie would contact me to send a replacement.

9 days later, I still had not heard anything so I reached out directly. I was told by Antropologie customer service to send a report of the damage with photos to them so they can begin the replacement or return process.

I was told Antropologie would offer a credit to keep the unit as-is instead. This took another month. After multiple follow-ups finally on 5/29/2020 Antropologie Customer Service offered me a 40% credit to keep the couch as-as and I agreed. There is a pandemic and I am expecting a child so dealing with a replacement did not seem worth the risk to allow strangers to come into my home.

On 6/12/2020, however, I still had not received a credit to my card so I sent another e-mail to follow up. Coincidentally a couple of days later as I was checking for a response, I noticed another message at that time from URBN / Anthropologie customer service from 6/2/2020 refusing to process the credit. Just 4 days after they confirmed in writing the credit was approved...

Had I known this is how they treat customers paying thousands of dollars for furniture, I would have refused the sofa on delivery or straight up returned it and disengaged from any credit negotiations. Now I have a damaged couch and have wasted hours of my time dealing with an issue that should have been resolved with a single call or e-mail.

At this point it has been 4 months since I placed my order and this merchant has failed to make this right after multiple messages and conversations. Furthermore, they blatantly lied to a customer and refuse to take responsibility. They also suppress negative reviews on their site. DO NOT BUY.

The service I received from Anthropologie was poor from start to finish both online and in store. I saw a dress I liked that I would want to wear for a wedding not sure how the sizes worked I went to look at the reviews and there were none. I tried phoning the service line but no one answered so I decided to visit the store. After driving 45 minutes to visit the store I was only inside for a solid five minutes. The lady working there did not even bother asking me what dress I was looking for as soon as I said gown she said we dont have it try online and walked away into the back. I then had to find another sales person and ask her how the sizes worked where she responded Im not sure, maybe try the store in Royal Park we only get return gowns here. I then gave up and decided to try and purchase it online, when I purchased it I realized that is was not the color I wanted. I then emailed three different customer service emails they provided (very confusing) all within 8 hours. After getting no response for almost 48 hours I finally decided to call where their staff told me that my order was canceled and that I should wait on an email. One hour later I received an email stating my order was being prepared for shipment so they couldnt cancel it. Confused I emailed back saying Im sorry but can you please cancel the order if it has not shipped as this will be a waste of time I did not get any email back except an automated one 5 hours later saying my order was shipped. No one has bothered to email me back and now I will have to spend 3 week possibly paying an international fee when I receive the shipment to Canada and going back and forth with a company I want nothing to do with. Their customer service is EXTREMELY poor.

Oh ps. Their prices and shipping is all USD something that is not clarified for Canadian customers until after youve paid. So that $310 dress is actually 458 with shipping.

Do Yourself a Favor... Avoid ANTHRO
Shop Somewhere Else!
I ordered 5 items for my Wife's Birthday that I had noticed her looking at on their website (& reinforced by my daughter). I Paid Extra for express shipping so that they would arrive 2 days Before my wife's B-Day.

All items were in stock, I got confirmation of the order, the order confirmation indicated the express shipping and arrival 2-days prior to my wife's B-Day.
Order Confirmation was quickly follow by a shipping notification... However, the Arrival date moved to 3-Days AFTER my wife's B-Day and the actual shipping method was Normal US PS! Not FedX, Not UPS Air or other Express Shipping option.

Of course I immediately contacted Anthro, worked thru their useless Chat Bot to get to a person, and then got only the scripted 'So Sry you weren't satisfied', 'There is Nothing I can do' responses.

So Frustrated that I Paid Extra for such lousy service.
So Frustrated that I there was total lack of customer service or anyone who cared.
> Do yourself a Favor - Shop Somewhere Else
If i could give less than 1-Star, I would

I was at the store at approximately 5pm on January 27th. I picked just one item, a cropped white blazer and headed to the checkout counter. As the person at the checkout counter started ringing me up, another staff walked up and asked me if I going to take the bag. I assumed she was asking if I needed a bag for the blazer & said something to the effect that I can use one of my other shopping bags I already had with me. This is where things started going wrong.

She gestured to the Liberty sling bag (an Anthro bag I had purchased several months ago) I had across my body, insinuating that I am shoplifting it. To provide you context, I am a woman of Indian heritage, so darker skinned. I am wearing a white cashmere sweater without any other jackets on top, so the bag is in full view for anyone who sees me. What I am trying to clarify here is that, there is no trouble in seeing the bag on me and I am not trying to hide that I have it on me. I was confused for a second and it dawned on me where the person was going with it. I said it is mine. She then walks up closer to examine it and saw I had an airline baggage tag on it from my recent flight.

She quickly backtracked, said she's tired and has had a long day and needs sleep. She said she could not see the bag well from a distance.**Implicit Bias/ Racism**

It's clear as day that this staff member made several unfair judgements/assumptions, whatever you want to call it, made on my character and economic status as a colored woman.

I write this because my children witnessed it and they were appalled that something they see on TV and read about online happened to their mother. I write it so no other patrons are dealt the same hand because of the color of their skin or what their external appearance or clothes may be perceived as.

EDIT: Unfortunately, I feel I have to downgrade my review below. As much as I appreciate help from management when I escalate a complaint, I shouldn't have to consistently do so, especially when it's their error. Anthro needs to upgrade their standards for employees, upgrade their training and do a better job of monitoring their CS people. Unless... all the hassle is calculated to get a customer to give up? Also, some of their items now are of obvious and outstandingly poor quality. I wonder how they can, in good conscience, even offer them for sale - much less at the prices they do. I am giving up - on shopping there.

As we all know with retail these days, there is usually a huge disconnect between management and customer service. I absolutely love their style but, yes, their prices are high. I figure that I'm paying a little more for the style, which is unique. There is occasionally a lack of quality control, although if you read the reviews, you can get a fair assessment of a product. They do have good sales, but sale items get snatched up quickly. I've had some terrible problems with their customer service, but elevating my complaints to company executives results in amazing remediation. Despite said problems, I give them 5 stars, bc ultimately, they take excellent care of their customers. All of the above refers to online shopping. Their store in Milwaukee, WI is full of snotty girls who think they're "kewl." I don't go there very often.
EDIT (2019): Well, I've now deleted my account with them. After many years of being a good customer, my order was cancelled bc I would not give them my phone number. If you don't think giving out your phone number is a big deal, think again and search the Inet about it. It is. They have all of my other personal info. They don't need my phone #.

This was my 1st time ordering anything from anthropologie and this has been the worst customer service experience! I placed an order online for 4 dining chairs in October. Still I do not have a status on my order. Have called 4times in the past week and have received a different answer each time. The 1st time I was informed that my order was in the process of being shipped and would receive in about 7-10 business days and was issued a credit for 10%. She was very confusing in how she was explaining the process. I called back next day because credit was only issued for one chair and not the complete order. They guy that I spoke with said he adjusted the credit and that the chairs were being prepared to be shipped but he didn't have a time frame. Check my account today and I see that there is an additional pending charge. Called again and we told by the representative that that charge was just pending and would not post to my account. I asked for the status again and she told me that I would have to call the furniture department and that they do not have that information and cannot contact them directly themselves. I asked to speak to a supervisor because I have received 3 different answers in the past week. She then said why would I want to speak to a supervisor when my chairs were already discounted? Excuse me?!? These are still over $300 chairs a piece. And regardless if I received a discount I would like to know where my order is and the status. She snickered, placed me on hold and came back on and told me that her supervisor Alana was on the line. Then the call disconnected. I do a lot of online ordering and I know things can get backed up but I have never have had this type of unprofessionalism and unknowledgeable experience with a company. Right now the status of my order says "Has not shipped" and no one seems to know anything. I don't know whether to just go ahead and cancel this order all together!

Absolutely lovely. My dream store. I think i spent too much time browsing their site...

Anthro has gotten me for THOUSANDS over the years. But they make things "online only," then BLACKBALL YOU/cancel your account after YEARS when you decide to return things. I mean… this has all counted against me during COVID?!? Their CS is HORRIBLE, most of the time their sale items are final sale and end up being worthless…(I've been sent WORN, dirty items more than 50 times over the years…so THOSE returns count against me too!) what about the times they've sent me the wrong flippin items?! I couldn't be any more disgusted with a retailer. Want good service and sales?! Try Nordstrom, SAKS, or even aerie! All just leaps and bounds above anthro's b s.
I love gilt even though they charge $10 to return items, it's sometimes worth it.
I can't say I'll never buy a candle when I'm on vacay and there's an anthro nearby, (on sale ONLY, of course) but that is IT. And it'll be a loooong time before I do.
They're basically selling mostly items marketed toward teens, early 20's, or size 0 anyway.
I was trying to buy a hat if that tells you anything…
Anyway, good luck getting the correct order if you decide to shop with them, but I don't recommend it! Ever!

You'll see the emails below are all different, as they end with a different order number. This was all in one day, AND YES I STILL GOT CHARGED AND IT HASN'T FALLEN OFF YET! Gah!