Very disappointing experience. The quality of the clothing I received was extremely poor — nothing like what was shown on the website. The fabric feels cheap and the fit is completely off. Custo... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Urban Mood is legit one of the worst places to buy clothing. They claim to sell authentic designer items but give u cheap, fake-quality clothes. Then, when u want to return it and ask for a refund, th... See more
I ordered 5 items back on 16 Aug, so far only received one item. Contacted customer service, back forward email 5 times, still the rest items hasn't been delivered. And customer service's answer was c... See more
AVOID AT ALL COSTS. Ordered what I believed to be a genuine Stussy hoodie at a reduced price of £66 from £120 in the Black Friday sale from their very genuine looking website….what I received wasn’t e... See more
Company details
Written by the company
THE URBAN MOOD | Streetwear Store
Contact info
Spain
- theurbanmood.store
1.4
Bad
478 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Hasn’t replied to negative reviews
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The return process is terrible
The return process is terrible. It took forever to receive the product and then the size was completely wrong so I want to return it and I received an approval for 25% discount. When you buy something and the size is totally wrong you should be able to receive a full refund.
December 6, 2024
Reply from URBAN MOOD STORE
Hi Natalie. We’re sorry to hear about your experience with the return process. This is not the standard we aim to provide. Please contact us at info@urbanmood.es, and we’ll assist you with your return to ensure a proper resolution. We value your feedback and will work to improve our processes.
We never got our order?
December 5, 2024
Reply from URBAN MOOD STORE
Hi Britta. We’re very sorry to hear that your order hasn’t arrived. Please contact us at info@urbanmood.es so we can investigate this issue and resolve it as soon as possible. You can also check your order status in the SUPPORT > TRACK MY ORDER section on our website.
Delivery took over one month
Delivery took over one month. I contacted the Customer services team for an update and received no response.
December 5, 2024
Reply from URBAN MOOD STORE
Hi Jane, we’re sorry for the delay and the lack of response from our customer service team. Please email us at info@urbanmood.es so we can assist you and resolve the situation. We’re also working to improve our communication and delivery times.
Horrible customer service and still no order
Still have not received my order and I placed it December 4th. I have written many emails and have not heard back… it was gifts for my son for Christmas and still nothing and it is January 8th. Worst experience I have ever come across.
December 4, 2024
Reply from URBAN MOOD STORE
Hi Stacey, we’re very sorry for the delay and lack of response. This is not the experience we want for our customers. Please contact us at info@urbanmood.es so we can prioritize resolving your order. We’re committed to improving and ensuring this doesn’t happen again.
No response on regards to my order and…
No response in regards to my order and still have not received my order. It’s been over a month and a half. Not happy!!!!
December 3, 2024
Reply from URBAN MOOD STORE
Hi James, we’re sorry to hear about the delay and lack of response regarding your order. Please contact us at info@urbanmood.es so we can investigate and resolve this for you as soon as possible. We’re working to improve our communication and delivery process.
After a month I still haven't received…
After a month I still haven't received the goods. No response from support.
December 4, 2024
Reply from URBAN MOOD STORE
Hi Andrea, we understand how frustrating this must be, and we truly apologize for the delay and lack of communication. Please rest assured we are here to help. Reach out to us at info@urbanmood.es, and we will prioritize resolving this issue quickly. Thank you for your patience.
Never received the item i bought
Never received the item i bought. Have emailed the company several times and no reply
December 4, 2024
Reply from URBAN MOOD STORE
Amanda, we’re sorry to hear you haven’t received your item yet and that our communication fell short. This is not the experience we want for our customers. Please send us another email at info@urbanmood.es with your order details, and we’ll personally ensure this is resolved as quickly as possible. Thank you for bringing this to our attention.
Nightmare started once you have place…
Nightmare started once you have place an order from them, kindly avoid.
November 12, 2024
Unprompted review
Total scam
Total scam. 2 months and no closer to receiving clothing. Asked for tracking number, nothing. After 1 month they said it had been returned to their warehouse so I asked for that tracking number, nothing. Reported to PayPal, then they sent a tracking number... from China. another month has gone by and still nothing.
January 6, 2025
Unprompted review
Well I ordered an XL green hooded coat…
Well I ordered an XL green hooded coat and a pair of hand made leather shoes what I actually got was a small brown hooded coat and a pair of plastic boots. I was so disappointed I even had to contact my bank to get a refund as my order was late coming. If your going to advertise exceptional hand made goods people expect that
January 6, 2025
Unprompted review
Reply from URBAN MOOD STORE
Francesca, we sincerely apologize for the delay and lack of updates regarding your order. This is not the experience we want to provide. Please email us at info@urbanmood.es with your order details so we can look into this immediately and ensure it is resolved. Thank you for your patience.
Still waiting after 6 weeks
Still waiting for delivery after 6 weeks. No response from customer services. I’m assuming I’ve lost £40 to this scam. Wish I had read reviews
Goods arrived and now they won’t accept returns unless you pay for courier.
Total scam avoid
January 5, 2025
Unprompted review
Don’t despair…
Don’t despair…. I placed an order on November 11th for a STUSSY HOODIE as a gift for Christmas. After several emails enquiring of its whereabouts and being told that there were problems within the distribution centre, I eventually received confirmation of its despatch on December 6th, along with tracking information. It still didn’t arrive in time for Christmas which was very disappointing. I sent them a scathing email on 23rd December and on 26th, received an apology stating that they would look into it. Low and behold on 31st December the goods arrived…..SEVEN weeks after I had ordered it. It’s not a company I would use again!!!
December 31, 2024
Unprompted review
Never got my sweatshirt!…
Still haven’t received my sweatshirt that I ordered in November!!!
December 6, 2024
Reply from URBAN MOOD STORE
Angie, we’re sorry to hear that you haven’t received your sweatshirt yet. Waiting this long is frustrating, and we sincerely apologize. Please email us at info@urbanmood.es with your order details, and we’ll work on resolving this for you immediately. Thank you for bringing this to our attention.
Ordert for christmas
Ordert for christmas. Delievery still on way. Since 4 Weeks. Thats very sad.
January 3, 2025
Reply from URBAN MOOD STORE
Torsten, we sincerely apologize for the long delay with your Christmas order. This is not the level of service we aim to provide. Please contact us at info@urbanmood.es so we can check the status of your delivery and ensure it reaches you as soon as possible. Thank you for your patience.
DO NOT ORDER FROM THIS COMPANY!!! Ordered a jumper beginning of November…
Ordered a jumper beginning of November and still not received it! (3/1/25) this was supposed to be a Xmas gift for my daughter!
Very poor customer services. Initially I had a response saying they were delayed. Now they are just ignoring me.
DO NOT ORDER FROM THIS COMPANY
January 3, 2025
Unprompted review
i have not received the product that i…
i have not received the product that i ordered yet
December 4, 2024
Reply from URBAN MOOD STORE
Stephanie, we’re sorry to hear that your order hasn’t arrived yet. Please contact us at info@urbanmood.es with your order details, and we’ll make sure to investigate and resolve this issue as quickly as possible. Thank you for bringing this to our attention.
Not delivered
Not delivered, and they refuse to actually answer questions honestly. Biggest rip off company of 2024. Facebook ads are terrible and care little for actually checking companies, I'll never purchase through any Facebook ads again. This company Are truly despicable.
December 4, 2024
Reply from URBAN MOOD STORE
Dean, we’re sorry to hear about your negative experience and that your order hasn’t been delivered yet. We understand how frustrating this can be and want to make things right. Please email us directly at info@urbanmood.es with your order details, and we’ll thoroughly review your case to resolve it promptly. Your feedback is important to us, and we’re committed to improving.
After writing two bad reviews…
After writing two bad reviews, because I had zero communication from them, and shipping details were false. 41 days after ordering, I finally received the product. It looks decent, feels okay, but has two completely different tags. One says made in Mexico, but it’s worth noting that tag looks as if it was cut off of a legit product, and sewn onto this product. The other (the washing label inside) - is sewn on upside down, and says it was made in Vietnam, so based on that, and the appalling lack of customer service, I would say it’s a fake that I just paid $114 AUD for.
AVOID PURCHASING FROM THIS SHAM OF A COMPANY.
November 22, 2024
Unprompted review
Ordered in 12/4/24
Ordered in 12/4/24
No updates on shipping
No idea when it will come
Very disappointed
December 4, 2024
Reply from URBAN MOOD STORE
Lauren, we’re truly sorry for the lack of updates on your order and the inconvenience caused. Please send us an email at info@urbanmood.es with your order details so we can investigate the situation and provide you with the latest information. We appreciate your patience and will work to resolve this quickly.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.