I ordered a top from urban outfitters and they took out my money twice. When I emailed the customer service they didn't understand the issue. I kept explaining how I was charged twice and even sent the transaction numbers to show that there was money taken out twice but they didn't want to help me with this issue. I was given a completely different order number also and I called and spoke with this guy who was rude and he told me he had to call someone to finally resolve this issue he didn't even know why I had a completely different order number and didn't know why I was charged twice. He did help me, but it came with alot of attitude. They make you feel like it's your fault that they messed up. Because I emailed and spoke politely and they come at you with alot of attitude please check your workers!

The last 5 online orders I have purchased have had incorrect items. By the time I returned them (typicallya week or two after ordering), the item I was supposed to get was often not available anymore. In addition, it takes an unusually long time for refunded money to be put back on my debit card. (Between 1 -2 WEEKS!). I have never experienced this when getting a refund at any other establishment. It's always instantly back in my account with other retailers, so I don't understand why this is. I recommend paying in cash if you can.othetwise, you'll be waiting a LONG time for a refund. Otherwise, love their merchandise and costomer service. These both seem like company issues. :(

This was my first time order with them and literally, they sent my package to the wrong address. When I was putting my order in, the website was a little funky. I never put in any permanent address as it was my first time. And I never pay for anything unless I check everything, LITERALLY everything!

As it turns out I have a permanent address in Chicago on their website and I'm from Los freaking Angeles. My package was sent to a "boarding game" store in Chicago, riiily? I want a refund or my stuff shipped to the RIGHT address but as so many of y'all pointed out here, their customer service is dog dong. I'm contacting them thru fb and it takes them a full day to reply back, at this point I'm just done. Just save yourself the trouble, there are better places with a cheaper tag...

Didn't think the shipping was bad. It came way earlier than the expected date (which kept getting postponed for some reason on UO tracking). After talking to customer service I was able to get an update a couple of days later, but the update kept disappearing. I found out on my own that you should NOT depend on UO's tracking, because it never gets updated, therefore it seems as if your purchase never even left their facility. Track your parcel using the Ascendia website initially; even better, use the USPS website for real-time updates + delivery updates.

I ordered a few things off this site the beginning of October. One shirt wasn't in stock and they told me that day I placed my order it would ship November 21st. I emailed them November 21st and no reply. I emailed again the next day and no reply. I emailed the following day and still no reply. I tried a few other different emails too and still no reply. However, today I get an email that the shirt shipment is cancelled. I payed for this shirt and was very upset. I waited over a month for when it was suppose to be shipped and now they are saying it's cancelled. I emailed back and got an email I was unable to email them on that certain email address they emailed me at. Horrible service and I would not recommend ordering from here at all. Clothes are not even as nice when shipped and very pricey.

Urban Outfitters is an awesome franchise with very trendy clothing and other various items. The main problem that I have with them is their shipping process. Over the course of 3 months, my ordered has been pushed back 3 times. I had to cancel because I didn't have any patiences to keep waiting. I emailed the company and I'm hoping I receive a refund for my item. I believe it's best not to shop on their online website. GO TO THE ACTUAL STORE.

Never again will I order from this establishment, the customer service is beyond appalling. I still haven't received my package that was meant to arrive over two weeks ago. Previously I complained in relation to the late arrival of my order and was actually provided with a 15% refund, at this stage the package wasn't too late so I didn't mind waiting. Now that the package is beyond late I once again complain but yet to my surprise receive an email stating the issue has been solved! 'Solved' what about my $300 I spent, which I cannot even receive a refund for? Forgot to mention the tracking is not useful either it has been stuck for a week.

DO NOT SHOP ONLINE!

I ordered a day bed about two weeks ago. I was called 8 times in one day to confirm the delivery address and to let me know the status of the shipping. They said they could only deliver during the week and between working hours. I just got a brand new job and cannot take off work to accept a delivery. I was told someone has to sign it and I could not waive that. I was also told I could not pick it up. After I finally figured something out to have someone there to sign, I got a call saying they couldn't deliver that day and need to reschedule. Absolutely rediculous. The people and their system for delivering furniture are absurd.

The customer service is rude but that's ok for me as it does not belong to them. But the way it took my order to never arrived and says delivered twice after a month it just straight up trying to rip off from us. When I asked if they can refund me instead but they keep on saying wait for another 3-4 days and it happend thrice. If you can't make it on time I understand but trying to steal from us? They SUCKKKKKK try other online shopping, the material is way too better for the same price and service. They straight up do not want to give your money back even if you never recieved your item.

Worst Customer Service Ever
Worst Customer service I've ever experienced.
They got the address wrong on a shipment. Though I told them it was wrong, they completely ignored me, and shipped anyway with the wrong address.
Two days after this they responded to my first complaint email with a "cut and paste reply" This reply had absolutely nothing to do with the email I'd sent them, even though they quoted my email in the reply.
They also ignored social media messages and twitter DMs.
Finally found a phone number for them through the saynoto0870.com website.
"Gary" offered no apology, refused to take ownership of the problem they had created and was arrogant, rude and unhelpful.
Order was for a christmas present. Gary wants to wait until the courier finds out they can't deliver to the address that UO got wrong, wait until the courier returns the wrongly addressed items to them. Then after christmas they may think about refunding me.

Useless, rude, arrogant. Worst customer service ever.

Seriously couldn't have asked for a more aggravating order. The normal delivery is about 6-10 days I think, which is a lot more than a lot of other similar stores I shop & order from. Every time I check the delivery date on the tracking number it says a different date. The one time they even sent me a delivery message about the order being misplaced. TOTTALLY unprofessional and way too long of a wait. Should have been here over a week ago(after the maximum 10 day shipping statement) I understand things happen here and there but when they constantly get bad reviews you think they would fix themselves up. I would NOT recommend ordering online. For all the money you spend you would think this wouldn't be a problem.

I am beyond shocked that Urban Outfitters took money out of my bank account and refused to deliver the order. Taking money out of my bank account without providing me goods is THEFT.

I have been emailing them for weeks to resolve the issue and I get a response weeks later after I go and purchase the goods needed from another store as I needed them urgently, saying they cannot process me a refund and I must now replace and use those funds in their store.

Absolutely disgusted, not only at the customer service but the outright theft of refusing to return my money and give me a refund.

I'm giving UO 2 stars instead of 1 only because I've had orders go through in the past without incident, however, that wasn't the case this time. I placed an online order, was emailed that it went thru just fine, only to discover 2 days later it had been canceled because I had "failed to confirm the order." Excuse me? I had never been contacted in any way to be asked to "confirm" anything. When I phoned customer service, they were WORTHLESS. I was told I had been "blocked" from ordering, yet TWO employees told me, by phone and by email, that NO reasons for this block could be seen or given. I have given this company thousands in orders over the years, and I am baffled and angered by this unprofessional event. The fact that no one can explain this "block" to me says it all. They're so lame they can't even explain what their own company is doing or why. Taking my business elsewhere.

Like many others who complained about never receiving their item(s), I bought a vinyl record shelf and was super excited about it coming. I live in Ohio, which is pretty close to where they were shipping from which was Pennsylvania. I ordered on July 8th, it is now July 19th, and I have still never received it. I finally called Customer Service only for the young woman to tell me that my delivery was expired possibly due to a delay. Which means that they pretty much just cancelled my order and made no attempt at a redelivery or an attempt to refund me. She told me to wait 24-48 hrs for a response from their team, but I insisted on speaking with a supervisor who was pretty smug and told me that "this kind of thing happens all of the time." I asked for a refund which apparently takes 1-3 days to process. This was such a disappointing and upsetting experience.