• Urban Decay

2018 CUSTOMER CHOICE AWARD

Urban Decay

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Overview

Urban Decay has a rating of 3.7 stars from 238 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Urban Decay most frequently mention eye shadow, good quality, and little bit. Urban Decay ranks 4th among Cruelty-Free sites.

  • Quality
    21
  • Full refund
  • Free shipping
  • Yes
  • Price
  • $ $ $
Positive reviews (last 12 months): 62.5%
Positive
5
Neutral
1
Negative
2
15
See all photos

What reviewers want you to know

Positive highlights

Critical highlights

  • Awful awful awful awful customer service was sent a broken eye shadow pallete- was asked to send the photos.
How would you rate Urban Decay?
Top Positive Review

“Their return policy is pretty”

jhon d.
12/13/23

Their return policy is pretty much a nightmare. I received my product missing its foundation in the compact case, all because of some manufacturing issue. When I reached out to customer service, their solution was to give me a measly 20% off code for another purchase. It's frustrating when the mistake isn't yours, yet you're the one left hanging without a proper solution.

Top Critical Review

“Most disgusting customer service attitude I have seen”

Rebecca H.
11/20/23

I can't believe that nowadays there is such a cosmetic brand that hides the little word in their policy that all sales are final, instead of marking the final sale on the webpage. No price match or no return allowed, and customer representatives are holding different words. Bunch of liars. I will never ever shop with them again.

Reviews (238)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (26)
Thumbnail of user anonymousa1235
30 reviews
38 helpful votes
July 31st, 2023

Technically safe to purchase from, but engages in fraudulent marketing: in their "Before and After" shots, their After images have not only the product advertised, but other unmentioned make-up product(s) included, leading to an "After" photo that is not possible when only using the product advertised.

Urban Decay, part of "L'oreal", has been reported to the United States FTC for illegal marketing practices.

Thumbnail of user jenniferr429
195 reviews
357 helpful votes
October 18th, 2018

Great colors but they do not sit well on my skin. It says quality but not sure what's in the make-up. Beware of break-outs and rashes.

Thumbnail of user ethanc37
4 reviews
4 helpful votes
December 16th, 2017

They have provided me a great professional service for an affordable price for a nonprofit organization like ours.

Thumbnail of user raelyng1
12 reviews
2 helpful votes
September 16th, 2020

Urban decay is a site which is all about make. It has products for eyes to face and what not. Products are of good quality. There lipstick shades are really cool.

Thumbnail of user adityoo
1 review
0 helpful votes
March 23rd, 2020

Good web, im learn about fashion and other in this web, I think I learn something about this. Thank you very much.

Thumbnail of user isabellar57
2 reviews
4 helpful votes
September 9th, 2020

I they work well for me. I have young skin so maybe not much is needed of them. But anyway, good products. Makes my skin feel nice and smooth especially after a night clubbing. Thank you.

Thumbnail of user ulisess4
1 review
1 helpful vote
September 22nd, 2019

Good support, pleasant prices, great products! Сonvenient to track your order!
Use this service for over 5 years

Thumbnail of user karenh1490
3 reviews
2 helpful votes
March 19th, 2020

The only plus of this site is that I got my refund back. As the cosmetic wishes to be better and cheaper.

Thumbnail of user martink249
9 reviews
22 helpful votes
December 18th, 2020

Overall I had a good experience, however, the user interface really could use some work. I give it a solid C grade.

Thumbnail of user susanw506
1 review
1 helpful vote
March 6th, 2019

I wonder how one can have this much slow services with very good quality of products. One needs to put order long time ago to get it on time. But I really like their products, very friendly to skin.

Service
Value
Shipping
Returns
Quality
Thumbnail of user lucyh40
2 reviews
4 helpful votes
November 20th, 2017

I absolutely love their Naked concealers and eye primers. Aside from that, their palettes are alright. They tend to come out with a lot of shimmer eye-shadows but have yet to master them. The shimmer eye-shadows do not ever seem to stick on well.

Thumbnail of user choleg
1 review
0 helpful votes
August 23rd, 2018

I bought a eyeshadows and lipstick, quality is good and makes me very beautiful, but the price is a little expensive. Very satisfied with this shopping experience

Thumbnail of user alic385
1 review
1 helpful vote
February 27th, 2013

I ordered from Urbandecay a few months back I ordered;
Lickable sparkle body powder
Turquiose eyeshadow
Lipgloss

After some credit card misshaps they sent me my package where I was so frantic in opening it.
To say the least I was not very impressed. All the packaging was horrible, the plastic container where the lip gloss had come in, was broken and twisted as if someone had trouble for taking it off. The glittery powder was EVERYWHERE.
I don't know if I will order from here again.

Thumbnail of user valeriam10
3 reviews
12 helpful votes
August 7th, 2018

The urban decay finishing spray keeps everything in place for a VERY long time but it left my face looking shiny and sticky, which I didn't like at all.

Thumbnail of user emc18
5 reviews
1 helpful vote
April 19th, 2017

I am pretty satisfied for the most part of all the things I have bought but it is way too overpriced. I bought a mascara and it was watery and took way to long to dry. I have a few other products that I feel could be improved but I would have to rate okay because I still use their products anyway.

Thumbnail of user janeh7
12 reviews
42 helpful votes
August 30th, 2011

Dunno what the fuss is about urban decay make up so spent $50 to get free shipping. I can't comment on the quality of my product because I've yet to receive it. I purchased my items on august 19th and i received an email on the 28th that it was FINALLY packaged and has been shipped. WTF urban decay you've been here for 15 years now and it takes your near 10 days to package something? I've received stuff from urban outfitters and last saturday and i ordered my items five days later than at urban decay. It receives a 3 star for probably good products and sales are no joke pricings range from $1~30 ish nearly over half price for many items but shipping is $#*!! Is it becaues its free?

I don't know customer service but i seriously wanted to complain.

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About the business

Feminine, a little dangerous and a lot of fun, Urban Decay offers high-performance cosmetics, like eyeshadow, eyeliner, primer, lipstick, foundation and more.

Business Attributes

  • Full refund
  • Free shipping
  • Moderate
  • Yes

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