I ordered a dress online from Australia to receive before Christmas. Checking the tracking online it says first attempt delivery 17 Dec. I did not receive anything. Called them, told me to your local post office. I checked two different post offices where my parcels usually are left there they obviously didn't have the parcel. Called them again, cancelled the order and put another order for the same dress. Guess what; exactly the same experience. I won't even call them this time. Just cancel the transaction through my credit card. Totally disgusting!

I hate this shop now. I wanted to buy an item that I saw on their site. It said it was available in the shop I wanted to go buy it. I went there and the girl that is supposed to help you told me that there wasn't any left? I left and searched for it, but I didn't find it anywhere else. When I get home and decide to call them, they tell me they have one? I'm extremely annoyed and I don't recommend this to anyone. DON'T SHOP AT URBAN OUTFITERS!

Never in my life have I come upon such unprofessional, poorly executed service. I made my order with a representative who guaranteed that my order would be delivered by the 24th at the latest. It was then delayed to the 28th, which I only discovered because it was 7PM and I still had no gift delivered. I had nothing to give to my family on Christmas due to this company. On the 28th, I recieve my item... and it's the wrong one. I got a BOX... AN EMPTY BOX that was suppose to have footwear in them. I ordered a completely different item! I then am told it will be delivered in over-night shipment and it never comes because apparently it can only go ground shipping. I then have to wait until the 4th for my order, recieve an alert it has arrived AND THERE'S NOTHING THERE! The supervisor rudely told me there was nothing she could do after all my inconveniences! I also emailed the CEO and was never even graced with a response. DO NOT ORDER FROM URBAN!

Purchased a pair of pumas, the last pair actually that were being sold on urban outfitters.com for $75 dollars. 3 days later I received the shoes and they looked a bit worn, perhaps a return when I looked at the front of the box they had a sale tag that marked $39.99. I called about 13 times till someone finally answered to not answer my questions but to transfer me over to customer service, that only ended up providing an email so I could contact them via email. Its been about 3 days, haven't heard back & I'm highly upset. I have been a loyal customer for about 8 years and have now realized what trash hole this store is. They rob your money & don't care once they have it. They will not return it, exchange anything or ask you if you were happy with your purchase. I'm sure, everyone will catch on and let this store burn in hell. Thanks urban :D happy holidays

I ordered a cardigan online. Within 5 minutes I changed the order to a different size. I never heard back and the wrong size arrived. They advised they couldn't change an order after it had been placed. I then returned the item to the Sydney location (I'm based in Australia). I've contacted them at least 10 times and its been THREE MONTHS AND NO REFUND. What do you call that? I call it a crime.

I WOULD NEVER EVER EVER RECOMMEND THIS COMPANY.

Absolute worst customer service and quality control tried to order one item as my daughters Christmas gift and first time site was not secure so called in order, 5 days later I get email my order was cancelled with no explanation; I order something else with supposedly free shipping, they charged me shipping, item arrives only to include someone else's order and packing slip, called to complain and ask for expedited shipping, item will be shipped pronto, called today only to find out item did not ship and now out of stock. This is the worst company ever. I will never shop here again! Now I have to go out and shop.

Extremely upset with Urban Outfitters. My mom ordered a VERY beautiful and VERY expensive head board from Urban, and it was going to be my big Christmas present this year because I was redoing my room. My mom texted me one day and said that the order was completely cancelled and they were discontinuing the product after paying and getting the arrival date of the headboard. Hopefully this is just a one-time thing for Urban because they have the CUTEST stuff... but I am really heart broken :(

I went into the store and wanted to buy a few things. I was told I could have the orders shipped from online as they didn't have everything I needed in the store. Having both the store associate and the manager try and complete this transaction took about 45 minutes. A simple online order. It was unbelievable but they apologized and I didn't want to be rude so I said thank you hoping it would be done soon. Another manager had to get involved because they kept messing it up and redoing it. I had to go but they weren't done and said they would take care of it and wanted me to leave without a receipt after they charged me for items. That didn't sit well. Finally they finished and when I got home, I saw even after showing me the item they were ordering, they ordered the wrong color. A little frustrating, I called the store and was put on hold again for a while, but the associate said she'd take care of it and call me right back when it was taken care of. Never heard back. Called the store again this morning and the manager told me there was nothing he could do, I had to call online. I called online, always a fun process, and was told it was too late to change my order and I'd have to pay for another item in the right color if I wanted it and return the first wrong item. None of this is so awful, but just really incompetent, bad customer service. Their items are not one of a kind, I don't need to shop there again but would have if I had an enjoyable shopping experience. I won't be shopping there again needless to say, and don't recommend asking for help if you do shop there as you'd be much better off taking care of anything you need by yourself.

I've been trying for two days now to order from UO. Everytime I enter my address, it requests I log in again, only to take me to the same address information to enter again! Then I have to sit and watch the whole process repeat! A watch I wanted to order is now out of stock and I've been trying for two days to order it! I tried using the 'guest sign in' where you just enter your email, but it then forced me to create an account!

This is the worst online shopping experience I have ever encountered with any company. It has proved impossible for me to purchase from them. Their customer service is non existent. I placed an order eventually over the phone because their website refused to let me sign in. I had to phone them. They took the order and confirmed it by email. Six days later - nothing. So I had to ring again when they told me the order had been cancelled because they had emailed me a query about my billing details (which were correct on the order confirmation) and because I didn't respond, the order had been cancelled. I never received any emails from them. So I was just waiting for a product that was never going to be delivered. Despite several emails from me to them asking them to reinstate the order, they have refused saying I must place a new order. And experience the same useless service all over again? I don't think so! I can't get onto their website anyway! Don't bother with this company.

Bought a wooden screen in May 2015. Urban outfitters sent me the wrong color but I was moving and did not want to have to send it back on top of the other moving duties I had. I explained I was fine with keeping the wrong color if I could receive 20% off my next order. I explained over 5 times I did not want a replacement. Urban outfitters just charged me for the screen last week (5 months later). They refunded me originally to send me a replacement (against my wishes) and decided now to charge me without clarifying any of this to me. Last time I spoke with them over 5 months ago they had said everything was done and paid for and that I all I had to do was send the order number for my next purchase so they could discount it. Well obviously nobody at that company knows anything about what is going on because they have misinformed me many many times. My room mate bought a duvet at full price the same week of May and just received it the first week of October that is a 5 month wait! I will never never purchase from them again!

Site kept crashing when placing my order. Things in my basket suddenly were out of stock. Kept trying and messages coming up were saying unsuccessful however I somehow got charged three times. Even the PayPal transaction stated "cancelled". Got charged by PayPal and twice by UO. Left wondering why the PayPal transaction was listed as cancelled upon purchase - maybe so I could not excercise cancellation rights? PayPal got resolved, but when I made contact to cancel one of the other transactions due to their own system fault I was told it could not be cancelled as it was too late (did so on the same day). Then they didn't ship for over a week after that yet it was too late to cancel one transaction a week earlier? Then got sent an email for one superfluous order stating the payment method was rejected due to suspicious activity and if I wanted to continue, to get in touch with the payment authority and send an email to confirm order still wanted or wouldn't ship. Made no contact to confirm, yet miraculously they charged again and shipped anyway. To state this is a farce is understatement. How can one business be so incompetent. If the orders ever come I will be shipping them back, which will cost more for their HR resources than a cancelation in the first place. Good work Urban Crap - you haven't only made it difficult for the consumer, but for all stakeholders and staff concerned that have to work extra because of your inefficient and broken processes. What a joke.

Ordered a jacket 2 months ago and since it didn't fit I returned using their pre-printed shipping label. They got my item back a month ago and have not issued a refund despite my emails and calls to them. If I log into my account at UO I see nothing in my purchases or order history. I tried leaving bad review on their website and of course that didn't post because they have to pre-approve and my guess is that only 5 star reviews make it there. Thankfully I used Paypal to pay for this and was just able to file an unauthorized transaction with them. Typically they hold the funds and if you have proof of return they should be able to reinforce the refund. This was my first experience at UO and the last one. Cheap Chinese websites have better customer service and more ethical refund processes that these guys. Only use PPL if you decide to purchase something with them online so that you have a chance to dispute and possibly recover your money back. Do not shop there... wish I have read these reviews before but I got sucked into this crap just like everyone else without knowing what unethical company they are.

If you live far from an urban outfitters like myself and decide to order online. DON'T. Just spend the extra and travel the distance. I have never had more hassle ordering online.

After seeing that there was a 75% off sale online I ordered three items of clothing. The cost came to £67. After three days I hadn't received any information about the despatch date or the delivery date. I only had information that my order had been received.

So I emailed them.

Their response was that I should receive an email a week later to tell me my despatch date (bearing in mind my order should have been with me at this point).

A week later I did receive an email.

To say my whole order had been cancelled.

I emailed them a very frustrating email as the clothing I bought were actually Christmas gifts for my sisters.

Looking on this site I can see I am not the only one.

Whatever you do, travel the distance or shop elsewhere.

I used to place orders from UO online all the time no problems. I recently placed a big order on the website ($450) and the order got cancelled immediately with no explanation. I tried again. Cancelled again NO EXPLANATION. I tried calling customer service and they informed me that there was a hold on my account due to fraud? REALLY? Fraud? OK. They told me they can't do anything about it and that I have to wait for the fraud team to get back to me in the next couple of days. Nobody from the so called "fraud" team ever got back to me, so I tried calling again trying to get an explanation of why my orders kept getting cancelled and they told me that there was fraud suspected on my address. ON MY FING ADDRESS DUDE. Like what the f does that even mean? I have outstanding credit there was no reason for my order to keep getting cancelled. I have never ever ever had any problems due to "fraud" placing orders on any website and I do online shopping at least 3-4 times a week from various online shops. This has been the biggest headache ever. I won't be shopping at UO anymore. Thanks but no thanks. Also "Courtney N" from the live chat is a total *******@tch

Could not cancel an order, even though it had not yet shipped. In fact, the order only shipped AFTER I called to cancel, with the departure scan reflecting that it shipped hours after I'd called.

I called four separate times and received different information about the ability to reroute the shipment back, since I had made a good faith effort to cancel.

My funds will be tied up for weeks while I wait for this item to come to my door, only to be returned because such a basic customer service request could not be fulfilled.