UrbanPlanet

I bought 4 shirts only to get home and find small holes in the back of 2 of them. The defective items were not tried on. Went back to the store 4 days later - brought the receipt and shirts with original tags still attached - to exchange for the exact same item and size.
The supervisor was one of the rudest people I have ever met and instead blamed us for making the hole, was unwilling to complete the exchange (even though we met all the requirements of the return policy) and proceeded to yell in the store continuously saying it was our fault.

Went into the urban planet at whites oaks and were greeted very nicely by Amoy and Mandy. Two of the nicest girls we have ever met, they were so helpful and kind. We will be going back there again. Keep up the amazing work.

I actually dropped into the store in the Yorkdale mall and purchased 2 pair of shorts and two shirts on june 8/23 and wore one of the shorts only 2 times before they ripped out beside the seam.
When I phoned to ask about any warranty on there clothes, I found out there is none!
Buyer beware! You get what you pay for!

Do not purchase from this company in-store or online. You will not receive all your items as the warehouse does not fulfill your order in the allotted time the company has set. I've only had a bad experience with this company's online portal. The customer service is terrible, they will only offer free shipping as a gesture however, you already get free shipping on all order over $100.

I ordered 2 dresses from urban planet. My one dress was perfectly fine in the package, the other dress I got had no package and it had a stain on it like someone used it. They won't give me a dress back in return or anything.

I ordered during their promotion buy one get one free for Christmas in November. I ordered 12 robes and only received six. They only reimbursed me for four they still owe me $40 and have decided not to return the money to me or send me another robe. Their email back replied we don't do price adjustments on previous purchases! I told him I'm not asking for a price adjustment I'm asking for my money back for a product that I did not receive. They still will not send me back my money or the robe that is owed.

$#*! Urban Heritage and their $#*!-quality shirt pockets. Lost $15 while trying to shop for food. And I was starving and $#*!.

I was wearing one of those camouflage shirts with the arms colored black, and most of the shirt being camo skin.

Cessia was awesome! She helped us find exactly what we were looking for. She stopped what she was doing, went one floor up with us, grabbed the hook and 'fished' out the size and color we needed. The whole operation took us less than 5 minutes. Nothing like talking to someone who knows her way around the store. Thank you so much Cessia!

The service at urban behaviour change room is rediculous!… there person that is suppose to be servicing customers tells you to make sure you hang up your pants back on hanger and fold your shirts. So you are basically doing their work. She doesn't even escort you to a change. You stand at the side and let you walk in and pick whatever room. Then when I go to pay for my clothing, I inform the person at the cash register what is going on and she just tells me that the girl is probably new. They obviously need a manager there that can handle the situation and tell you employee to do her job!

I ordered my items on November 26,2021 for Christmas. Few days later, they sent me a tracking number with Canada Post. The package was stuck without any movement for 3 weeks, so Canada Post conducted an investigation. Canada Post advised they were unable to locate the package and I should contact Urban Planet about it.

I emailed Urban Planet and received a bounce back that its inbox is full, so I resorted to start a dispute with PayPal. Later on, someone from Urban Planet reached out saying I cannot get a refund and will need to wait for the package, which they have no updates on the shipping for me.

By early January 2022, I still haven't received my package so I escalated with PayPal for a refund. A day after the PayPal escalation, the package's tracking *magically* got updated and said it's on its way. The package arrived few days later. Luckily, I ordered within the holiday season so I had an extended return policy, and was able to go to return it to a store for a full refund. Otherwise, I would be stuck with these Christmas items and not be able to return them due to their regular return policy - must return within 30 days of the ORDER DATE.

There are a lot of complaints about their shipping, which shows they have a bad business conduct. Please STAY AWAY from Urban Planet and do not support this business by purchasing from them! I would rate it a 0 if I can!

I went to the shop at Fairview mall with a friend and while in the change room, the lady guarding it was so disrespectful and rude. My friend was holding some jeans for me and when the lady asked what she wanted she said something among the lines of: "you guys keep bringing in all these clothes but where are they going?" We were following the less than 5 items rule but this lady straight up accused us of stealing things out of the blue. Did not even care when I said thank you multiple times for unlocking the rooms for me. Was pretty upset about it.

I don't understand why exchanging a shirt requires providing so much personal information (full name, address, phone number, etc.). While I'm sure this is part of their corporate policy, I've worked in retail and have not experienced this in other stores. The staff refuse to exchange the items unless you provide this info, and don't explain why they need it when asked. Only conclusion I can come to is the information is being sold to third parties/marketing statistics.

This review is for the Masonville Mall location. Watched the girl at the cash tell an elderly lady it wasnt her problem that the pricetag on her merchandise was wrong! She would not be reimmbursed. This was done in a rude tone! The customers in line-up were all looking at each other! She proceeded to be super rude with my daughter and I as well. This took place on Saturday Nov 13. Around 1:00. Never setting foot there again!

The website is deceiving. I ordered what seemed to be a jogging set, and only came with the pants. I was promised a full refund through emails and then they only refunded a partial amount. I tried to speak to someone in Head office and the guy had no idea what to do. Finally spoke to a manger and still waiting for a response. This company is the most unprofessional and incompetant company I have ever dealt with. Stay away. Order online at your own risk.

I usually shop in their store at Fairview Mall bought a black top there loved it wanted to get same in red but they didn't have it, so I checked their website found the top in beautiful red and another with black and white stripes bought both. Best customer service online and in the store fast delivery within 24 hours high quality clothes at amazing low cost! Definitely recommend it. Thank you UrbanPlanet for best customer service and beautiful high quality inexpensive clothing!

Have been contacting Urban planet since last week. Have stopped replying to my emails. Won't issue my refund as I have provided tracking number for the return parcel sent. On the website it says the return gets processed between 5-7 business days but the return has been sent for more than a month. It is unbelievable. Pathetic customer service.

I'd give negative stars if I could.

Went to order online and the whole order didn't process. To get full order would have to pay another shipping fee. Answer back from CS was they couldn't do anything about that, but I could return the items if there was a problem. Doesn't get my shipping fee back and doesn't address the issues with their site. Must be nice to get double shipping fees for orders. Don't order from them.

I placed an order online on December 27th and paid $5 for 24 hour shipping and today is January 5th and still nothing. I have emailed customer service like 5 times with no response. I am not even sure what to do at this point. I just want to know if they are sending me my order or not! My credit card has been charged but I havent got my order yet and it doesn't help that they dont reply to any of my emails

So we ordered are things from urban planet on Sunday and it literally came the next day. We were so happy because it was so fast. That excitement went away when we opened are package. We got the wrong sizes 2 things were wrong. I got a romper and the pin tag said medium which is my size. But the actual romper said it was a large. Same thing with my sister's shorts the pin tag said her size which is 5 but the actual shorts said 7. Like on the website it wasn't sold out of are sizes so we shouldn't have a issue when it come it's not only disappointing but also unprofessional. This is the first time in my life I order from a site and the pin tag said one thing and the actual clothes said a next size. Urban planet you need to do better. This is unacceptable. So disappointed. I would not recommend online site honestly just go to the store when the pandemic is over.

Place an order over a month ago with these guys not only did they send me tracking information that doesn't exist I've emailed them I've called them I've sent them messages on Twitter and in 3 weeks I have yet to hear anything back and I've yet to receive my order!
They charged my card over $100 but don't provide any customer service so I would save your money and go elsewhere!
Horrible company, clearly if you need to steal from your customers!

Me and my friends went to urban planet while I was drinking my cup of water and my friend turned around and knocked it out of my hand by accident, and the worker was behind us and when it fell and made a mess she kicked us out of the store for a complete accident. I even truly apologized for the mess and I went back in sometime later to apologize again and she was too miserable to care. The only words she had were "it's fine." And kept walking. She had red hair and she should at least acknowledge that we're kids and it was an accident but instead she kicked us out. Anyways, I couldn't do my back to school shopping because of this moron. Red head, if you see this, grow up.

The first order is missing an item, the remaining item is poor quality. Second order the dresses are the right color but wring style, these have big puffy sleeves like a 1800's outfit and the one of the dresses has obvious stitched and sewing mistakes, it shouldn't have been sold. The large fits more like an XXL. They require you to pay for return shipping and don't refund that cost. They also only reply with automated messages, no customer service. Don; t buy from Sirens/Urban Planet online.

Took my money for a online order never sent a email confirmation watch out for them they will scam you and it's horrible trying to contact them