UrbanPlanet

The manager at The North Vancouver store scanned a wrong item when we bought some shorts. I went back a few days later to exchange it. He was supposed to correct his own mistake but instead he said, "I am helping you." As if I DID SOMETHING WRONG! I didn't appreciate his attitude and I said to him "you are accusing me of doing wrong. I didn't do anything." The word "accusing" somehow triggered him and suddenly he was very angry and decided not to "help" me any more. He told me to prove that he made a mistake. I could have proven his mistake with security camera recording. But he didn't want to check it.
It is cheap clothing store so we shouldn't expect super service. But not admitting or accepting his mistake, especially as a manager?
If you shop, make sure to check your receipt. If a wrong item is scanned by a worker/ manager, IT WILL BE YOUR FAULT!

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.

I am having the same issue as most of these reviews, I ordered my items on November 30th and I still have not received them. I was guaranteed that they would be arriving before Christmas. I am now disputing this with PayPal and I recommend you do the same if you have an issue with this company, horrible horrible customer service never replies, I would not be surprised if they got shut down after this horrible holiday season shipping chaos

Customer service is so bad i called so many times no one replying i left many voice call still no call back. I purchased one top from urban behavior, metrotown Burnaby. I paid for it and cashier didn't removed censor tag. When i get back to them after 4 days i asked there to help me in this regard. The lady said she is the store manager and talk to me so rude. Just because i couldn't show a proof they didn't help me. I m having a tag on my top. Still no help. I couldn't do my shift just because i need to go back store. I didn't expected store manager talk to me like she is superior no value for humanity. She is not ready to listen anything. I wasted my time and money.

I placed an order at the end of November in hopes it would be in time for Christmas. When it was finally delivered late it was completely missing items yet I was still charged the full price on my credit card. Cannot get a hold of anyone from customer service through email or phone.
COMPLETE SCAM DO NOT ORDER FROM HERE!

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

The company Urban planet has given me a hassle with purchases online and in-store more times then I can count now. Sadly I learned the hard way and still continued to shop with them seeing as they're affordable and have a wide selection.

About a month ago I placed an order online and spent 300$ it took them approximately 2 WEEKS to even process my order and send me a confirmation email. After the confirmation email they then proceeded to send the following shipping email another 2 weeks later. After waiting over a month for the emails alone I am now waiting for my items to arrive (still don't have them, it's been like a month plus a couple days) and continuously contacting customer services I arrive home from work and see a package from urban planet! Excited as ever, I pick it up. Only to read it was my sisters (we live at the same address) I call her and ask when she ordered etc. she said THE NIGHT BEFORE. This is now just ridiculous and really the straw that broke the camels back. My order was placed and apparently processed / shipped before hers, a month before hers and STILL nothing. Patience with the customer service team at this point has flown straight out the window.

Went to Urban planet located at Eastgate Mall and they have the worst customer service ever. I never had any issues not until today. I simply came in as a customer asking an employee for help exchanging the size of an online order they got wrong. I was given a large instead of what was written on the order which was small. You think it would be that easy but no we had to argue first in order for them to help me. When they refused to help me, she even have the guts to accuse me of raising my voice when she's the one being so rude, screaming and telling me that she just can't do anything about it. You're embarrassing yourself with the tone of voice you had. Do I need to beg for you to help? First of all, I wouldn't come here if they hadn't got my order wrong, telling me to send it in mail and get an exchange is not helping me at all. This sweater wouldn't make it in time for Christmas. She told me that online purchases are totally different from in-store purchases and it would be much easier for them if it was an in-store purchase. She was too lazy to figure out how to help so saying "No we can't do it" is the easiest excuse. I kept telling her that I didn't make the mistake on the online order, they got the size wrong. I simply wanted to exchange the size, that's it! Why do I have to go through all of the trouble to send it back in mail and get the right size when I'm already in the store with the receipt and the sweater? Whatever happened to hiring employees that are compassionate with what they do and are willing to help customers without giving them attitude. I got a kid size sweater which was 10 dollars cheaper than what I bought as an exchange.(Thanks to the blonde lady who actually helped me getting the right size.) I didn't get any credit for the difference because I was told they just can't. It's almost Christmas and all we get are grumpy employees like this. If I could give 0 as a review I definitely would. Her quality of customer service is just so bad.

So I ordered something May 17 to be shipped to my local store so I can get free shipping. ITS LITERALLY ALMOST A MONTH LATER, and it's still in transit, they said it would take 5-7 business days but it's more than that. I usually don't get mad and am very patient with things like this but I emailed the customer service, NO ONE ever answers me. I call the help line and NO ONE answers me. I don't know what is happening I just want my stuff and I can't even get in contact with them. The help like goes straight to voicemail and they never call you back. I am stressed so much because they steal your money and never ship out the stuff you need. AND ITS INSANE I WANT MY MONEY BACK

HORRIBLE!
(I will send the police officers if I could just to close the store forever)
HORRIBLE!
PLEASE! ALERT!
Don't buy nothing from this store.
I wish I had read all the bad reviews before I spend my money here.
I still waiting for my staff and I don't have idea when are they getting here.
There is not way to conctact them.
Only throw E-mail and they don't reply back to you...
I am so disappointed... with their bad costumer services and how they don't seem to care at all to fix it.
Please people stop supporting this companies that don't care about humans.
And if you still want to buy after reading this comment... be smart and do it the right way...
Don't buy online...
The worst experience ever with Urban planet...
I can't believe it...
I used to like them... but I have learn my lesson and never again I will give my money to urban planet stores... in the outside looks like very serious company store that you can trust but they are all fake even their clothes so wherever.
Peace and love for you guys!
I hope you get to read this before you buy something.

I was so excited because my mother never really gets many Christmas gifts. So I bought a couple hundred dollars worth of Christmas gifts (and I'm 15 so it was a lot of money for me) and I was going to surprise her by filling underneath the tree with gifts for her. I ordered BEFORE THE CHRISTMAS DEADLINE. And they were saying that it was going to come before but now it's Christmas Eve and they changed it last minute saying it's coming on the 30th. So now my mom won't get anything. I'm so upset and disappointed. Never ordering from them again.

So I ordered multiple items off of their website on cyber Monday (December 2nd). Being the holiday season I expected that it may take a little longer for the items to ship. I finally received an email saying that all my items had shipped except for one item that was still showing "preparing for shipment". Now I had ordered two matching pjs for my boyfriend and I to wear for Christmas and it was one of the pjs that hadn't shipped yet. So on the 18th I received the first shipment and sent an email to customer service asking for information on the pjs. They responded saying that the item was in transit. I checked the status and it was NOT in transit and was still "preparing for shipment". I waited two more days and still no change. I reached out again and received an email saying "we are sorry that we have been unable to address your recent inquiry" and went on to say that if I was inquiring about an order not yet received and didn't have a tracking number yet (which I didn't) then I should reach out again to customer service as soon as possible. So I sent out a third email and shortly after I received an email from urban planet (not customer service) saying that the pjs had gone out of stock prior to shipping my order and that I'd be getting a refund. So customer service was of absolutely no help and straight out lied to me, and it took 19 days to tell me the item was out of stock. The real kicker being that I debated ordering the pjs again to see if they would come faster than the other order because up until a week ago the size was still in stock on their website. Frustrating.

I go out of my way to shop at your store a city over, British Columbia Canada since you are not in my city. I have bought thousands of dollars are your store over the past 10 yrs but I am very frustrated at the moment and dissatisfied. I bought 6 diffrent outfits and a t shirt and spent $99.61 yesterday. The store policy is that you can't try on the item I'm the store. I went to take back 2 items today because they didn't fit my body type... I am 41 and curvy. I was told with the reciept and the tags still on that I would not be able to have those 2 items put back on my credit card. Your online store allows the customer to take the clothing back to that store and get a refund on their credit card. Why is the customer that is buying in person during COVID protocals of not being able to try items on being punished financially. I was told I could exchange or get a gift card for the money of the 2 items I bought yestarday. I feel it is a scam to take my and other people's money and make them have to spend it in your store because you have the money from the purchase already. It needs to go back on their credit card like the online stores do. It is unfair and rather disturbing in a time like this to take people's money and not give refunds when they can't try clothing on. I want a refund put on my card. I will not ever shop there again if this doesn't happen. I am disgusted with the return policy in the time of COVID. I will give you a few days to get an answered then I will take diffrent route to get a result. Thank you for your time.

Worst customer service ever.
Cashier was very disrespectful.
Store-1580, central city, surrey bc

Bought some merchandise during Christmas time dec 30th - I really didn't know about the refund policy until yesterday when I went to store and I found out there is no direct refund policy. Store manager in Capitano mall North Vancouver referred me to customer service. And wow it was a night mare. I connecetd with some one who's name was Mario. I tried to explain the situatioon ( I really didn't know about this return policy) He was rude talking over me several time - And just was going over and over about the policy - I asked if I can speak with some one else but he is like No I am the manager and rules are rules and then he said as I keep on asking the same thing I am waisting his time and he hung up on me.

My point now is not about no being able to get the refund but its about how rude some one could be especially if he says he is a manager. So no wonder your stores are closing and you have these reviews all over the google.

Hanging up on a customer is a NO NO. I will right this review every where I can and also let every one I know about this experience so people know what there are really dealing with if they make any purchase.

Parastoo mazaheri