I ordered chairs for my apartment from Urban Outfitters online. When I got them they didn't work so I reached out to customer service and they said to package them back up and they would be picked up. There is no option to return in stores. I did exactly as was asked, used the label provided and got the tracking info. The chairs were picked up. A month later I still not have received a refund, the chairs are "lost" and their "shipping department is investigating" before i can get my money back. These chairs were not inexpensive and it is extremely frustrating not to get my refund back because of their shipping errors. I have contacted customer service four times already and they tell me every time that the shipping department will be in touch with me in 24-48 hours. I WILL NEVER ORDER FURNITURE FROM THEM AGAIN!

On December 17,2016 I ordered a Stila lip kit that was guaranteed delivery by December 23. Not only did the item not arrive on time, my call to their customer service department told me on December 21 that it was on back order but would be shipped 2nd Day Air, my email response regarding the same item stated it would be mailed from one of their stores and may take 10 business days from order date to arrive. It's December 26 and I just received a cancellation email stating the item is no longer available. NEVER SHOP AT UO! They are so unprofessional and tell you what you want to hear to get you off of the phone/email only to disappoint. Thanks for wasting my time and not allowing my daughter to get an item that I could have bought elsewhere but is now unavailable everywhere! Never will I shop at UO again.

Go somewhere you can trust! I bought 8 items in the beginning of August. 3 were missing at delivery. It's been a month of reaching out to customer service. The first online agent I spoke to stopped answering me. The second call agent I spoke to was the sassiest lady I think I've ever met. She made me feel idiotic for wondering where my items were & repeatedly told me "i don't know" without any help. The second agent transferred me to a supervisor because they didn't know why my items were missing. Finally she was able to tell me they were lost and those items are out of stock so there's no chance of getting them then gave me a refund of $1.43 instead of my full $78.16 total that should have been refunded. Then I check Urban Outfitters online and my missing items were still there in stock! What the hell? Do you guys even look into situations before telling the customer "i don't know" or giving false info? Their Customer Service team is rude, unhelpful & lacks the ability to handle customer needs as their job entitles. I still have no refund and am extremely upset. I will not be purchasing from Urban Outfitters again.

HORRIBLE STORE AND CORPORATION, HIGHLY RECOMMEND NOT SHOPPING ONLINE! I CALLED MORE THAN 3 TIMES, EMAILED, AND ONLINE CHATTED AND STILL NO PACKAGE WAS RECEIVED. NOW A MONTH AND A HALF LATER THEY ARE NOW TELLING ME I NEVER CALLED AND THERES NOTHING THEY CAN DO ABOUT IT. SO I LOST OVER $350 ON A PURCHASE THAT NEVER ARRIVED AND AFTER TRYING TO CONTACT IN EVERY WAY POSSIBLE STILL NOTHING AND NO HELP.

HORRIBLE CUSTOMER SERVICE, THIS IS COMING FROM SOMEONE WHO USE TO BE A MANAGER AT A RETAIL STORE.

I RECEIVED ONLY 3 ITEMS OUT OF 18 ITEMS FROM AN OVER PRICED STORE SOMEONE TOLD ME TO TRY AFTER ENTERING THE STORE IN PERSON.

STAY AWAY, SAVE MONEY, GO TO PIER ONE OR FOREVER 21 SAME QUALITY LOWER PRICES.

I ordered 4 items. One of the items I got (a shirt) my other 3 items I was still waiting for (AFTER A MONTH)
Now I just checked my email and my order with the 3 other items is being sent back and refunded? I waited a month to get it sent back and refunded? Are you serious. Horrible horrible service. They don't even have a number to call. You have to email them and HOPE they see it in time. Or you can tweet them at #UOHELP but they'll probabaly give you a bs promise or excuse and just apologize. I really needed those items by a certain time and now I'm probabaly going to have to wait another month or two. Don't order from them. Just walk in if you can or find another place.

I tried to purchase a gift card for my niece for her birthday and in all honesty, I have never come across a more complicated and convoluted process. After receiving a confirmation email of the purchase I then received another email explaining there was an issue. In short, urban outfitters had me going back and forth between them and my payment provider for a verification code to complete the transaction. Amex explained very clearly that this is the merchant's responsibility, not mine and they have a dedicated telephone number for merchants to call to receive this code. I ended up cancelling the purchase and reporting them to UK trading standards as the payment is still showing on my CC despite receiving confirmation of the cancellation. I'm now worried this company is on the verge of collapse and I will lose my money. I suppose I should have checked the reviews here first, lesson learned. Please do not waste your time. US companies have a good reputation when it comes to customer service but that is certainly not the case with these cowboys.

HORRIBLE QUALITY-Fell apart at the seam

I bought a pair of jeans that completely fell apart at the seam. A gaping hole as big as my hand. Customer service wouldn't connect me to a manager and would only issue a partial discount. I have NEVER had a pair of jeans do this. Even cheap pairs I bought at discount stores like Belk. They had only been washed 3x and only worn to work. Terrible quality and UO just doesn't care. I would give 0 stars if I could.

I was pissed when I had ordered a pair of shoes from Urbanoutfitters.com that was clearly advertised as an ONLINE ONLY SPECIAL... which means that particular shoe style wasn't available anywhere in the stores... only to stumble upon the SAME style at my local downtown Urban Outfitters store! Not only that, the ones in the store were 1/3 of the price I had paid for them online. False advertising much?!?! After that bad experience, it left a sour taste in my mouth and now I'm wary of their so-called 'online only' specials. Hmmmm.

UPDATE: But since that time, I've placed over 30 orders with them and things have gone smoothly without a hitch. So, UO has redeemed themselves in my eyes. Keep up the great work, UO! :)

I wanted to do some online shopping in UO as I'd never shopped there before (and never will again) and so I bought items in the sale, one item was low in stock but I'd managed to nab one which I was pleased about. I added in my UNIdays code which gave me 10% off which was nice and then ordered. Around 30 minutes later, I received an email claiming my order had been cancelled, but no reason to justify why? I searched on the FAQs page but nothing explained to me why it had been cancelled. Inherently miffed at this, I tried again because I really wanted those items. Of course, the low stock item I ordered had all been taken which was annoying, but I carried on. The UNIdays code didn't work even though I didn't get to buy my first items, but I still carried on. Two minutes into ordering, the same email explaining that my order had been cancelled appeared. (This isn't a problem with my card as it has worked everywhere else) wtf UO, never ordering from you again!

Absolutely the WORST customer service I have ever been through. Calling the 1-800 number to talk about my purchase and why it has been back ordered the total of FOUR times now (and probably will be pushed back again) to have a snotty lady tell me that " it's not her problem" and she has no answers for me and doesn't know what to say, to then give me ATTITUDE! I'm sorry, I thought I was the customer here? I have been shopping at urban outfitters for 8 years and THIS blows my mind, you definitely have lost a valuable customer and I will definitely will be telling many others about this horrible company! This isn't the first time this has happened either.

Absolutely horrible service. Here's my story.

I ordered a duvet from them, $80. They didn't notify me that my order was on "back order" until my payment went through. It will take 6 weeks for them to restock. So I waited. Finally it said shipped 6 weeks later. It got delivered and it was NOT my duvet. It was sheets! I called to see what I could do and here is what they said.

I would have to wait AGAIN for the item to be restocked. ANOTHER 6 weeks! Are you kidding me? So I said okay and he sent me the package thing to send it back and said my other order will be sent in six weeks. I called back- because I realized he didn't give me a confirmation number about my new order and it turns out he clicked that I wanted a refund. The new guy I was talking to said he didn't even put in for another order. So I said let me just get my refund. Instead of 6 weeks to MAYBE get the right order next time i will have to wait 3 weeks and hope I get my money returned by then. Sent the sheets back. Beyond disappointed by all of this.

I will never order from them again. I didn't want to give them my $80 either. Hopefully they will receive my item quickly and I can be done with them forever.

Never buying form UO again.

A month ago I had ordered a black bralette online and found that it I needed a larger size. I sent it back to UO with the exchange sheet and pre-paid shipping over three weeks ago. Recently, I discovered that UO added $15 or so back into my bank account (and I had originally paid $21) and so I called customer service. I was told that there was nothing I could do about the mistake on UO's part and that I essentially lost money for no reason (when I ordered, I guess I didn't realize that return don't count the shipping fee...). I understand that accidents happen and I am fine with that; however, I am very disappointed with that limited help the UO provided.

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!