DO NOT ORDER IF YOU ARE FROM NEW ZEALAND

I ordered from this website on TWO SEPERATE occasions, totalling $150NZD, as I found things I wanted on different dates. I suddenly got an email from DAIPOST saying that I needed to pay $172.05NZD for customs which is absolute bull$#*!, because they decided they would be sneaky $#*!s and combine my packages (one of them was under $60NZD) because anything over $60NZD has customs, fees etc. i was paying more for customs than the items i ordered, and if i wanted to return the packages, i would have to pay $127.94NZD. This is all because of the company-DAIPOST urban outfitter uses and I think this is complete fraud.
Other sites like ASOS and forever21, nastygal do not have any customs costs and ive ordered things over $200NZD. ItS NASTY DON"T ORDER FROM HERE UNLESS YOU WANT TO PAY MORE FOR CUSTOMS, GO TO ASOS INSTEAD OR GO TO A STORE LMFAO

I ordered 3 shirts for my husband for Christmas and it must have been lost in the mail. UPS said it was delivered to my address but I never received it. I receive multiple packages daily and have never had an issue. I called customer service the next day and they told me they have been having issues with packages saying they were delivered but they weren't and to wait a week and call back. Unfortunately, the package never showed up and my husband did not receive his Christmas gifts. I called customer service and was able to reorder one of the shirts (which I received after Christmas) but the other two had sold out. I was refunded my money on the package that was never delivered. However, yesterday morning a month and a half after this ordeal happened I received an email saying I was going to be charged for the package that was not delivered because on their end UPS had marked it as "delivered". I called urban customer service and was told that I would have to deal with UPS and it's not your problem it's my problem to deal with. The two women I spoke to, a customer service rep and a supervisor were so condescending and rude and would not help me with this situation at all. If you were to look at my track record and see how much money I spend in urban monthly and how I have never had an issue with lost mail, and how I actually reordered one of the shirts I never received you would think the company would let me keep my reimbursement. This is the worst customer service I have ever received and i am basically being accused of fraud with no merit. I ended up calling my bank and issuing a charge back and opening up a case with them. I received an email today from urban outfitters basically telling me that I am banned from shopping there until they receive $104.00 from me. If I place an order they immediately be cancled. What a joke! If they look at my track record of how much money I spend there they are really losing a lot of money. This has been the worst customer service experience I have ever had from a company. Such BS!

Update: A week after my Chat interaction with customer service, UO had not followed up (no surprise there), so I phoned them. I was told that the "lost package request" had been denied, and the items would not be reshipped because UO would not be reimbursed for the lost package. It doesn't matter that I had never been informed the shipment went out (so I would know to expect it) and had never been provided a tracking number or proof of delivery. It did not matter that I am a longtime customer and that the missing items were a minor part of a larger order. The UO rep dug in her heels and refused to reship or reimburse me. Nice way to do business. And the cost of the missing items? A total of $52 plus tax. They lost a customer and incurred all of this ill will over a lousy $52 (retail) worth of merchandise.

After weeks of waiting for backordered merchandise (I received several of the items in my order shipped one at a time, in that period) I realized that some of my items were still missing. I used Chat to report this, and was told that all of the missing items were shipped together, and that the package was noted as delivered. But, I said, I did not receive it. Too bad, said the agent, there is nothing I can do but report this and request a refund, because it is outside out X day limit for reporting lost packages. I asked whether they could just reship. No. They don't reship "lost packages." I was told to wait three days for a response to the request.

I have no proof that UO ever shipped these items. If I check my order on their website, it shows as delivered or complete, but shipments (multiple, because that is how they manage fulfillment) are not itemized, and no tracking numbers are provided.

So, UO stole from me. I have no confidence that I will get my refund.

Do not order online from this company. Purchase in a bricks and mortar store, if you must. I won't buy anything from them again.

I've ordered here and there from Urban Outfitters over the years and was never super impressed with their products or service. While subpar products never really bug me, subpar customer service does!

I happened to order a couple things recently and one of the item was marked as "delivered." I checked everywhere for it, and couldn't find the package, so I naturally contacted customer service to check on the package. The representation was kind enough to tell me that a replacement would be sent. Less than a week later I checked the status of my order and it was marked "returned" which is exactly NOT what I wanted.

So then I contacted customer service once again to check the status and sure enough, there was no record of a replacement and only a return. I asked for a replacement, they said it was unavailable at this time... I explained the situation and basically they told me to place another order and offered me 15% off for the inconvenience. I then asked if they could honor the discounted price I previously purchased the item and to cover the shipping cost (because this was already becoming a hassle and I was not going to pay again for this) and they told me to contact customer service again after I placed the order to get a refund/price adjustment.

I said no thank you, your customer service is unreliable as you tell me one thing and do another without authorization from your customer...

The reason I write this is because there are so many other retailers that offer amazing customer service, and UO should really do better. I did not feel that my time and opinions were valued nor were my requests honored!

I will say their customer service chat is quick and easy to use, but I guess that's good because it doesn't take the first time, and yes if something small goes wrong you will have to probably use it more than once!

I never knew there was a "DON'T BUY FROM URBAN OUTFITTERS" movement on-line, until I typed, "leave a review for urban outfitters" into my google. So, now I feel the need to share my experience as well. It goes a little something like this:

I purchased 2 items from UO about 9 weeks ago. Within a week or purchase, I received one of the items, but not the other. I decided to go into their chat room option on-line, and asked where my other purchased item could be. They said it was on backorder (it was not on backorder when purchased). I tell them I am no longer interested in receiving this item anymore. They give me a refund. Then today (9 weeks later), I get a receipt via messenger from my PayPal account mentioning that I had made a purchase from UO. Feeling a bit frustrated, confused and possibly hacked, I reach out to UO, and call their customer service line. The customer service rep seemed professional, and somewhat nice, until I asked the question, "Why did I not receive any notification that there were going to be charges on my personal account, for something I tried to purchase/then cancelled over 9 weeks ago?", and then his tone shifted to irritable and rude. He started to give me the runaround. Making it seem as if there was nothing they could do. The call ended shortly after, and I was left feeling as if I HAD done something wrong. Sad feeling to be left with when trying to find help with customer service on a problem they had caused.

Most of us on-line shoppers, want their items in a speedy fashion, hence why would Amazon be as successful as it is with it's overnight shipping, and prime memberships, for example? If an on-line shopper were to have to wait over 9 weeks for an item that they had purchased, it truly would have to be something they MUST HAVE, or who would really wait that long for a purchase? Nor, who would want to be charged for that same item 9 weeks after, when most(if not all) purchases are charged right when you check out? I was caught off guard, and now I'm having to deal with readjusting my finances because of UO. And, as for this particular item I originally tried to order, it was NOT WORTH the almost 3 MONTHS of wait time, nor money.

This company is horrible. I have dealt with three different customer service representatives on the phone about cancelling an online order so that I can have it shipped to my current address. Person #1 told me that the "order was too new" and he couldn't cancel or modify the shipping address. He also told me to call back later that night or the next day so maybe they could try then. I called back later that night. Person #2 told me that "the order had already been processed for shipment" and that there was "no way to modify the shipping address or cancel at this time". They said to call back once I get a tracking number so they can re-route the package. I called back the next day when I got a shipment confirmation and tracking number. Person #3 told me that the package had already been shipped to the address on file, but that she could put a note on the order that it is not addressed to the correct address. We all know that the post office likely won't read this note. She then told me the only solution is to call the post office phone # and give them my tracking number so they can reroute the package to the current address. I've been on hold with the post office for 30 mins now and have decided to write a review.
I don't know what possessed me to order online from UO again because I've had similar issues in the past.
For comparison, about 9 months ago, I ordered something from Madewell online and this was while I still worked there as an employee. After I ordered, I realized I never put in my employee id # to get the discount. I called as soon as I ordered, spoke with a really nice representative who redid the order for me with my discount applied - easy fix.
I will NEVER shop online at UO ever again. Their customer service is horrendous.

I ordered two products from you on August 16. Scallop bra and valenica bra. They arrived August 23 and were BOTH TOGETHER returned August 26. Scallop bra was NOT THE COLOR I ORDERED and the valenica bra simply didn't fit. By september 10 you re-sent me the scallop bra ONLY, STILL IN THE INCORRECT COLOR. By September 20 I FINALLY received the correct color in the scallop bra after the THIRD TRY. Today, SEPTEMBER 23, ALMOST A MONTH AFTER I RETURNED MY VALENICA BRA they tell me instead of exchanging the VALENICA BRA in the correct size, they've refunded my money. ARE YOU KIDDING? This is honest to god the most issues I have EVER had from ordering from a company. If i wouldn't have called to check in, I would of had no idea that my exchange wasn't coming my way, LIKE IT SHOULD OF. I plainly stated on the return paper that I simply needed a different size. I called maybe two weeks ago to make sure everything was processing smoothly and the woman I talked to confirmed that it was in for an EXCHANGE and everything was soon to be in the process. They don't care that they give piss poor customer service and i will NOT be ordering from them again.

I'm not surprise to see how low is their rating, I am surprise of HOW LITTLE THEY ARE DOING TO LEARN & AMEND THEIR APTITUDE TOWARDS CUSTOMERS!
If going to their beautiful shops is always a disappointing experience in customer service. As trying to get help from the floor team is like trying to get attention from a bunch of models after their success at London Fashion Show. Good looking but useless, and fast to gang on you if you don't comply with their self centred aptitude and remind them that you are a customer and support is not a tedious chore but what they get pay for... Feedback omitted as I have pointed in more than 3 occasion to floor managers and even wrote to customer service.
Shopping online is not a better experience!
Originally I just wanted an exchange, I like their clothes that's the only reason why I choose them over other retailers. However in order to get it I am surprise to find out:
1. There's no exchange labels on my order!
2. I need to get in touch with their customer service as they advice just to be send to the very same page where they do not clarify how to get that label.
3. In order to get an exchange I have to buy again the item I want and pay for delivery if need be.
4. Wait up to 28 days for a refund to be proceeded.
5. Get to the post office just to find I have to either spend £7 to send it tracked as their return label is not free?!
6. Confused go to the post office page to generate a label that cannot be scanned by the personnel.
7. Having to do another step to find and get to a printer shop and pay for a label to be printed.
8. Source the sticky tape or get back home for it.
9. Return to the post office and yet queue once again as if you did not have any other thing to do today!

Really disappointed, old fashion and poor service from a company that neither is cheap nor interested to look after any kind of customer experience. Is a good looking shell with an old rotten mentality, too cool to be part of our high street! Oh YET ONE MORE THING IF YOU ARE PLANNING TO BUY ONLINE AN ITEM ON SALE YOU BETTER KNOW IT FITS YOU BECAUSE THERE ARE NO RETURNS ON SALE ITEMS!

I really tried not to be bitter and post a review here... but I can't help it. These guys suck.

Let me explain.

Okay so I ordered three items:
1. Convertible Tote Bag
2. Adidas Original Superstar Sneakers
3. Blue Kimchi wallet.

All accumulated to 189USD + Shipping.

By this time it's all good I place the order. The notification comes. Then the next day, I get an email from them asking me to give them some stupid digit code from my bank!

I was so confused, so was my bank but we managed. I was glad.

The next day the shipping notice came. A tracking code too. I began tracking my parcel religiously.

A week later, a couple of days earlier than what was written in the table it said on tracking page that my parcel had arrived. I called my local post office, and they couldn't track the parcel because of the tracking number, but they adviced me to come by to collect it because it must be there. So I rushed to the package center the next day, extremely excited!

The package hasn't arrived.

The tracking number was a sham.

I came back home and sent them an email explaining my predicament. I wasn't even mad then.

They apologised and gave me another tracking number. I began tracking again.

Days passed. 12 days gone like the wind... but my package seemed to move back and forth in NY. It seemed like my package wasn't going to come after all.

I still waited. Weeks passed. Still no news. I tried contracting my local post office to track the new tracking number but BEHOLD! Even this bleeding tracking number was not trackable!

It had been weeks. I was tired and exhausted from waiting and being cheated on by this so called reputable shop.

I blew a fuse, and demanded they give me a refund. I got another apology would have been nice if that had made me feel any better.

The end.

I MADE AN ACCOUNT JUST TO SAVE YOU TIME AND MONEY. Don't get me wrong. All of their items are top of the notch, so pretty and nice, but they are expensive. I've been buying from them online for years since I live almost 2 hours away from the nearest store, so I purchase online occasionally. The last two times I've bought from them were TERRIBLE! The first of the two I paid the full amount straight up, they were having a sale at the time so it was a perfect time to get a few things for summer. Well days later and they start billing me MORE on top of the initial amount for separate items that had been shipped out to be mailed to me... I called customer service and they said "the original payment will be removed once all the items have been shipped to your location." bull$#*!. They were stealing my money from my account that was rightfully mine, not theirs. They kept record of my credit card info and kept taking from it as items were being delivered. Thankfully the man I spoke to on the phone understood how ridiculous the situation was and immediately gave me the initial purchase back, and discounted all of the items even more after the company kept stealing my personal money without permission. Months go by and I see an ad for one of their upcoming winter jackets that I've been wanting for years now, so I went to purchase them, about 5 days goes by and it comes in the mail. I open the box which was lighter than I expected, with another person's FULL order in the box that was from NYC, and I'm in Jersey... For real are you serious. I called customer service again, on hold for a half hour to find out I have to repurchase my items I already bought and they'll refund me. Lol no. I'm calling customer service again tomorrow because they messed up on sending me the wrong order with someone's full address & name, which means someone else got my full address and name! WTF seriously DONT BUY FROM URBAN OUTFITTERS ONLINE!

My review isn't so much about the sweatshirt as it is about UO's customer service. I placed my order on October 6th and it arrived on October 12th WITH THE SECURITY TAG ON IT. I do not have a UO store in my state so I first went to my local mall and tried every store and not one had the capability to remove this specific security tag. Two phone calls later and not one single apology for my inconvenience I was told a new one would be OVERNIGHTED to me (as long as I drove to my local post office and shipped back the one I've carried around with me all day trying to get the security tag removed, which I did immediately). I've woken up this morning (October 14th) to an email saying that my package will be delivered in THREE DAYS. After calling UO for a 3rd time, I was told it's the post office's fault because they're "running behind" and it still "might come to me by tomorrow". With the money that people pay for these products, you'd think maybe there would be slightly decent cusgomer service. I WILL NEVER ORDER FROM HERE AGAIN.

I ordered 2 items on Black Friday expecting to receive them 3-5 business days later, as chosen. Once I didnt receive any shipment information, I went online and noticed that both items were back ordered. When I ordered them, they were not back ordered. There was no notification that this had happened. It would say, shipment arrival Nov 27. Then the next day, Nov 28, then the following pushed again. Each day it was pushed to the next to arrive for shipping. I emailed them to inquire early on, no response. Emailed again, no response. A week went by and I checked the items online to see if I ordered them today if they were listed as back ordered, but they werent. They were listed as in stock! Not only that, but the one item was 1/2 off what I paid. So I called customer service and the woman said they are in stock and should have had the hold remover over a week ago. She put a note on it to remove the hold and ship the items. Incredibly frustrating since theyve already fully charged me for both items! Nothing was done about the price difference. Its been 3 days since I spoke with customer service and Ive received a tracking number, but theres no tracking information yet because they still havent shipped. I have no idea when this shipment is coming! I would never buy online from this company again. Likely wont go into the store as well due to poor customer service. I use to shop st Anthropologie all the time and had a terrible experience with them, so I boycotted it last year and have never gone back, removed myself from mailing lists and throw out any catalogs without looking. I have no problem doing this with this company as well.

Why purchase from a company if they cant provide you with simple customer service on an item youve already purchased? Taking someones money for an item and not producing it is fraud. If I didnt follow up, my order would still be considered back ordered.

Economy Shipping - 10 to 12 business days (30 USD)

Standard Shipping - 7 to 10 business days (40 USD)

Took more than 12 days for my order to arrive via Economy (Shipped May 18, Received June 8, took 15 business days to arrive)

Ordered via Standard (Shipped August 6, Estimated to arrive between August 15 - August 20). Current status of my item: Still oversea, haven't even arrived in my State yet. So, will receive it on August 20? MUCH PROBABLY NO! Expecting it on August 23 instead. WHY? Because it's Urban Outfitters! The best website in slow handling an International Shipping.
Date and time are based on my time zone. Shopped on Canada Website.

10 - 12 business days? More like at least 12 days, will be more. 7 - 10 business days? More like at least 10 days, will be more. That with at least 30 USD of shipping.
WOW IT'S REALLY WORTH IT Urban Outfitters! So exciting! 30 USD FOR HELLA LONG ARRIVAL TIME! I LOVE YOUR INTERNATIONAL SHIPPING SO MUCH IT MADE ME WROTE A REVIEW! (Its sarcasm for those who do not understand).

Other than that, don't believe any picture you see on the site. Highly likely it won't look the same. The measurement stated worn by model? It's not the real measurement too.

Do I recommend international buyer to shop on this site? NO, AVOID IT AT ALL COST. Unless you can accept what I am stating here (polished and beautiful picture of item and shipping information... that will disappoint you... because it just made me wrote a review).

Want to receive your item much later than expected? Urban Outfitters WILL do it! The best site to get your item late!

Urban Outfitters also does not claim any review website, you get the reason. Do they give you the option to write a review on any site, such as Google reviews? No they did not. You know why.

Paranoia at Urban outfitters to detect potential misuse or fraud has resulted in financial check procedures which definitely put me off ever again to place an order at their website.

This is the email I received:
Thank you for your recent order with Urban Outfitters Europe. Unfortunately, we havent been able to verify your name and address with your bank. We make it our priority to ensure our customers dont fall victim to fraud, so well need a few extra details before we can validate your purchase and get it on its way to you.
The first way you can do this is to scan or snap a photo of your physical bank card and photo ID, ensuring your name is on both items. For your security, make sure only the last 4 digits of your bank card are visible in the copy or photo before you email it over to us.
Alternatively, ask your bank for the 6-digit Authorisation Number Code they gave us when you first placed the order. Youll need to let them know the date you placed the order, and how much it was for. Once youve got this number, please give us a call on *******998 between 12pm-4am GMT.

On my question to give me a faxnbr to send the scans instead of sending it unsafe via internet, I never got a response back. Then I called them and they said I need to call my bank for an Authorisation Number Code. My bank told me that it is not the policy to give such a code and if they needed this, Urban outfitters should request the code from their bank.
At this point I was so fed up with the order that I requested to cancel it. I got a mail back that the order was cancelled, but then I found out that Urban Outfitters made TWICE a reservation on my creditcard of the order amount. This really pissed me off. How is it possible that they ask for extra verification while they were able to reserve TWICE the amount on my credit card.

I visited the Urban Outfitters on 1520 N. Cahuenga Blvd #1 in Los Angeles, Ca ******* (323)4675-1893. When I entered the store the young lady in front of the store okay. But I needed assistance in the rear of the store and the Young Lady would not assist me and barely answered me. I was rushing trying to find something for my Daughter for a performance. I have never been in a store where people don't try to assist you and tell you that is the vibe of there store (Manager stated this). They know where things are in there store better than customers and since I was looking for something in particular I needed assistance which I never got. When I went to the register the Manager asked me if I was assigned u for the rewards and I wasn't sure and she looked me up and I wasn't. I couldn't my glasses and needed her assistance with signing up and she had assistance and she seemed so annoyed. While assisting me a Gentleman place an item on counter and in a rude manner She asked him to please remove his items until it was his turn. I told cashier ******* (which I believe to be the Manager) that the Staff were not polite and that they didn't offer any assistance (Lacked Customer Service Skills). Cashier #******* told me that was the vibe of the store and that they assist when they are asked. I told I asked for assistance and was pretty much ignored by the Employee at the back of the store, Cashier # ******* told me that she was busy doing inventory (over 100 items). I told her she could of stated that. Cashier stated that was the store vibe and I told her I went in Urban Outfitters all over the place and that people were not blantantly rude. She said for their particular store that was the vibe. I wonder if that is true if they are paid to be rude or they just throw it in for free.
Thank you,
Angela Toole