I ordered 2 items from this company. After submission I did not get any emails regarding my shipping. After 2 weeks of the waiting I emailed the customer service a question where is my order? I did not get any response in 1 week. I decided to wait 1 week and then call the customer service. The lady on the phone said that my item will be delivered in a couple days and she has no idea why I did not get my email. When I finally received my order I realized that 1 item is missing. The packing slip that came along with only 1 item says that should be delivered 2 items. I called the customer service again and another lady on the phone said that I have to wait for response from the company in 24 hours. After almost 3 days I finally got an answer by email with a question do I want a refund for the missing item or they can deliver the missing item again. I said please deliver it again. After a couple days of waiting I open the package and the ivory dress all covered in some dirt and look really bad. This is the worse experience I've ever had with this company. Not responsive and not responsible for anything. I will never recommend this company to anyone!

Trying to buy something Already 2nd day, but no success, simply delivery address is not updated, continuously getting error "Unable to update delivery Address/Method". Tried to send e-mails to support -> no answers, tried to call, always getting redirected a lady from US site who doesn't know anything about problems of UK site, and UK customer support is always busy, called already 3 times.
Tried all possible scenarios, created new accounts and etc., nothing works, PayPal checkout is also not available.
Tried to change passwords, here is another issue I got, it turned out to be that changing password on this site also doesn't work, temporary password continuously was not accepted.
I used to shop online with UrbanOutfitters was fine always, but now it simply sucks by all possible parameters, web site has numerous bugs, customer service simply doesn't work, and overall just simply cannot buy anything anymore. So do not get excited if you see any item on sale or something you really like, you probably will not be able to buy it at all :)

Years ago, Urban Outfitters was one of my favorite retailers. I shopped with them almost regularly in-store and online. Their prices are high for the crap quality, but their sale stuff were pretty nice and they retail several good brands. I never had an issue with their customer service, I received my packages and when I had an issue, they refunded me immediately.

The past few years, shopping with UO was a nightmare. I had a neutral/bad review written about them previously here saying I'd never shop with them again, but because I saw a jacket I liked, I tried to give them another chance.

Well, my order went through. Same account I had for over 7 years with lots of purchase history. I ordered my jacket and out of nowhere, they cancelled my order saying I didn't response to their "order validation request" which was never sent to me by the way. I never heard of such a notice before either. Rather than reordering, I took my business elsewhere and bought a similar jacket for a lower price.

The prior experiences with UO were also terrible. They backordered stuff randomly, cancelled orders claiming out of stock, and customer service would take forever to resolve refunds that never went through from cancelled orders. UO also used to have free return shipping but now, their return page says there's a $5 deduction on "most" returns. Screw that. You're better off going to their retail stores. I would never order online with them again.

I ordered the Margot comforter online, QUEEN size. Comforter was very nice, but it was the WRONG size. I ordered & paid for a queen, was sent a TWIN SIZE instead. I contacted CS, was told Id be shipped the right size in 72 hours & be sent a return label for the twin. Then I got an email from Urban Outfitters that they needed to check to make sure they had a queen size, it might take a week to get my comforter, but that theyd refund me the cost of the comforter ($189). Long story short, 1) it took over a month to get my queen size comforter after getting the wrong item 2) I sent them back their wrong item 3) but have never received the promised refund. And NO explanation for why I was sent a twin size in the first place.

Do not order online from Urban Outfitters. Their service is appalling. Not only did they send me the wrong item, they told me the item I had ordered was unavailable for international orders (in that case, why did my order go through in the first place...). They then asked me to ship the wrong item back. I did so, and I was told I would be fully reimbursed with the shipping money. They did not reimburse me a month after I have emailed them the receipt until I had politely reminded them. Then they reimbursed part of the shipping money, and informed me that the other part of the money would come back to me in the form of an e-gift card. I told them I did not want an e-gift card, that I just wanted my money back, and I was tired of this whole situation that had been going on for over a month (I just wanted a pair of jeans jesus). I was baffled when I checked my email again and saw that they had already sent out the e-gift card... they DID NOT inform me at any point that part of my shipping money would be given back in this form, or I would have said something. I have been turned off from shopping at Urban Outfitters online ever again, and I don't know what I'm going to do with a gift card under ten dollars...

Edited review- I ordered a Kanken last Friday, (obviously paid for it in full) but UO sent me a freaking black cardigan. My order invoice said frost blue kanken so how on earth did they mistake it for a sweater? There was zero return labels in the box just this sweater that was honestly ugly and cheap feeling. Customer service was really great, she was really nice and expedited my (hopefully) correct order and sent me a return label. This however will be my first and last order with UO because I can't get over how such a nice store got my order so wrong. Update- it's been 4 days and I've still received nothing. I just called again and they said my case is still open and will be for another 36 to 72 hours then they'll close it out and you'll get an email about what happens next. JUST SEND ME MY CORRECT ORDER IT IS NOT THAT HARD.

They charged me for a dress and never sent it. They also don't seem to want to correct their mistake

As an international customer my first order were cancelled since they've requested me to call them within 48 hours although I've submitted the full payment!
My 2nd order was OK, but many items was not eligible for international shipping so I've taken them out from my cart and when order received 3 garments came totally different from the picture shown on the websites with bad quality fabric and when I emailed them about it,,,, they've ignored me.

NOT RECOMENDED

I never received an order I placed on 7/3- it is now a month later! My first email to the company regarding this went completely unanswered, then I called last week and customer service representative essentially told me over the phone "too bad" and that, because it was signed my a doorman (which I do not have- I live in a walk up building, and the signature was REL 496) that I would still be charged in full for the order and that I could file a police report if I wanted to. Infuriating! I cannot believe that this company would expect a customer to pay for an order in full that was never received. I urge everyone to read customer reviews on the below websites. No wonder Urban outfitters has nothing but negative reviews on the Better Business Bureau and so many women are choosing to shop on sites like Revolve.com instead of giving this company business.

https://www.sitejabber.com/reviews/urbanoutfitters.com

https://www.bbb.org/washington-dc-eastern-pa/business-reviews/catalog-shopping/urban-outfitters-in-philadelphia-pa-*******/reviews-and-complaints

Well, if you had a pleasant experience with these people then you are very lucky. They have horrible customer service. I originally ordered two items paid for over night shipping, only to find out they had none of one of the items in the warehouse so they had to hunt it down in the stores, the other item was on back order. These people offer a free shipping policy, "Right" if order is over $50.00, which mine was. They had no other choice but to refund my original shipping cost for over night shipping because they could not get it to me over night. They did nothing special for me. I received one of the items with no cost for shipping, still no favors for me because they have a free shipping policy. Then the second item still on back order finally shipped and they charged me for shipping. When I called to complain that I should not have been charged for the second item to ship because it was on the original order which should have been under the free shipping status, they wanted to argue and argue and argue that I was reimbursed for the shipping so I should have been charged for shipping the second item. I still don't get where the free shipping comes into play. Both items together came to over $150.00. So they lost a customer over $10.98 for shipping. Because I want to be treated fairly.

I ordered some shoes on the 6th of October. Track and trace was relatively good and shipping was prompt with the shoes arriving in New Zealand on the 11th and clearing customs on the 12th. However, after this track and trace was never updated again. It is now the 22nd of October and i still have no information and no order. I have tried contacting them and they do not respond by email. The do NOT respond by Facebook. They DO NOT respond by Instagram. They are quite possibly the worst excuse for a company i know. I also contacted Asendia the company they shipped through. They could not give me any information about the new carrier in NZ and now it seems as if the shoes have vanished. I dont even care anymore, all i want is for Urban Outfitters to get what they deserve for this horrible unproffesionalism. Please someone tell me how i can make this happen.

I only am reading these reviews now because I had a problem with this company. And it's the same problem as everyone else! The worst customer service EVER! I ordered a hat online and they sent me the wrong hat. I called and they said they would be sure to send the right hat. Still wrong hat. I called again and they made some excuse about the tags being switched and they were trying to figure it out and would call me back, which they never did. I spend 1 hour total trying to get the right hat.

When I was returning to the store, the salesgirl showed me the store info online which stated the hat was out of stock, but restocking at a certain date. Same time, she showed me that the hat is available online. She said that when they run out of an item, they just send a similar item and hope you like it and are too lazy to return it. So you never know if you are going to get the right item, because to the consumer, it appears to be in stock. This store has customer service worst than PacSun - I didn't think it would be possible, but this is the worst customer service!

I purchased a item (raincoat) on 16 July 2015 with Urban Outfitters( North America) but had to exchange it for a smaller size.
Unfortunately the only 'exchange' method is to place another order online and return the other size back to the Reply Paid address provided.
Hence this I did.
I have been back and forth with emails checking whether they have processed my refund.
The generic emails I have received did not provide me with even simple information to say whether they have received the returned item in question!
The date is now 9 September 2015 and they haven't the courtesy of responding to my latest email ( after having said that they would respond within 72 hours which has long lapsed)
I shop globally online all the time and have never encountered this atrocious level of poor service. I thought UO were a reputable company. Obviously not!
I have wasted enough time chasing after my refund. A cashback from my credit card company is the way to go I reckon in this case.
UO- you have lost a customer today. Never will I shop with you again.
There are plenty of other good if not better sites to shop from.
You have been warned..