Urban Outfitters Reviews 

Where to start… the worst online shopping experience I have had in a while. £370 worth of clothes robbed by the courier. Customer service agents who are the least bit helpful possible. They tell you lies, misinformation and then don’t refund you when that’s what you asked for. Then send you the items which were in stock (as weeks have gone by since order) - I ASKED FOR A FULL REFUND!!! Then they apologise, tell you you’ll receive a full refund, but only send you a partial refund and send you other items. You ask them to fulfill their promise; they refuse and then tell you a customer cannot raise a formal complaint. USELESS!!!

Terrible customer service- my order was lost by Evri, I was advised by Evri to contact Urban Outfitters for a refund and it was literally impacted to find anyone to speak to while none of the automated options allowed me to address my issue. I am still stuck with no purchase and no refund.

The worst customer service ever! Took my order of an in stock item only to cancel it two days later with no explanation. I finally got ahold of someone vis chat (my email bounced) and they told me they could not tell me why my order was cancelled. Said they’d escalate and someone would get right back to me (that didn’t happen). Meanwhile I get dozens of emails and texts per day from them spamming me about sales.

I tried to buy these sweatpants in-store, but they weren’t actually available at the location. I asked the cashier, and she checked the system at the register and told me they were in stock online, so she helped me place the order right there. My shipment kept getting delayed for almost two weeks, and then the order was suddenly canceled and marked as sold out even though I purchased before it sold out. Really disappointing experience. Urban Outfitters needs to improve their inventory accuracy and communication.

What made this even worse is the customer service experience. I used a 20% code on my purchase, and when my order was canceled, the code wasn’t returned correctly. The replacement code they gave me was invalid. On top of that, Urban Outfitters kept deleting my comments on their site instead of actually addressing the issue.

Urban needs to improve not just inventory and communication, but customer service as well.

Ordered on line took my money but no goods delivered now not answering my emails am now going to try my bank to see if I can get my money back

I went into Birmingham corporation st store with my daughter to purchase a coat. My daughter thought I could use Klarna in store so whilst trying to get Klarna up on my phone the shop assistant stood there with no expression waiting for payment. Whilst pressing the amount into the card reader 3 times he made no attempt to tell us that Klarna is not available in store. I then asked him if he knew how to do it. His response was you can’t use Klarna in store so I asked why he didn’t say as he could hear me saying I didn’t know what to do. Jake’s response was did u ask me! To my surprise I said sorry! So whilst standing there seeing we were having an issue he felt he didn’t have to ask if everything was ok because he wasn’t listening to our conversation but putting the amount into the card reader like we were holding him up I then asked him if this is how he deals with customers and he promptly said No you just pay on card. I then walked away and spoke to a member of staff that told me he was the manager! His name is Jake! Shocking customer service

Lost my package then refused to return my money. Somehow it’s my fault.

Went to Arndale with my sister 24th August and into Urban outfitters at around 4-5pm. The customer service was absolutely appalling - as soon as we went into the queue of the changing rooms our clothes were wanted to try on were immediately ragged from us with no explanation. No smiles or expression was given. She then walked off with my clothes with again, no communication. Therefore I was unsure of what i should do because I had no idea what she was doing, snatching my clothes without even looking at me then walking off. Just to finish it off also, she then walked into my changing room as I was half-dressed, clearly not caring. She left the door open, waiting for another confused customer until I told her i was in there. She didnt listen until she walked in, seeing me hiding my chest with a top covering it. She then didnt even apologise and just said with an uncaring tone , saying ‘Oh, whoops.’ I won’t be returning and especially won’t be trying clothes on!

I placed and order with yourselves July 24 this year. It got lost twice with Evri so in the end I asked for a refund. I've been chasing this for weeks, endless chats, emails and calls to be told it's been refunded, which of course it hasn't. Financial corrections finally came back to Monday 1st September to advise the refund will take up to 38 days. This is the most useless company I've ever dealt with and still now I'm unsure if I will actually receive this refund of £125!. I really don't get what the hold up is.

Ordered something in store. Never got delivered, despite paying for it. No one online, nor in store, has been able to help me get a refund. PLEASE DON'T TELL ME TO CONTACT CUSTOMER SERVICE AGAIN I HAVE DONE THIS AT LEAST 20 TIMES, AND EVERYONE SAYS THEY CAN'T HELP

I have spent at UO for many years both in store and on line and the quality of the service I have received (if not the quality of the items that sometimes is not as good as I'd like it to be) has always been excellent so I was very surprised to read about such widespread dissatisfaction. The most recent interaction was in store. In May of this year I had bought several item both in store and on line for my daughters. In fact I had bought several sizes of the same items in the hope of finding the right outfit for both of them before we left for our half term holiday. Once we had chosen the outfits I had about six items to return, which I decided to do upon our return to London. In short, the UO bag was mislaid and I totally forgot about the return until the bag turned up behind one of my daughters' bed in August! I went to the UO shop in Marble Arch, London, I prefaced my request with a smile saying it might take some time and that I hoped the person who was serving me would show mercy. Malachi, who was serving me, smiled back and said he would be able to sort the return out for me despite the fact that it was well beyond the deadline. We had a pleasant chat while we waded our way through several receipts for the many purchases I had made before our holiday and Malachi processed the return for the items I had bought both in store and on line in only a few minutes while remaining patient and good-humoured throughout. I said I wanted to write a review and this is what I am doing now. Malachi was a lovely person to deal with and the manager of the Marble branch, a lady whose name I forgot to ask, was equally good-humoured, polite and helpful and gave me useful information about the UO app and rewards.

I received defects and stains in all 3 of the items in my package. This was my first time ordering as well, so this must happen quite frequently…I tried to contact customer service, and they had me fill out a defects form. They also told me that I had to return the item to get a refund, even though the item was missing tags and looked used. I submitted the defects form and still have not gotten a email back. It has been almost a week, when they claimed it should take up to 3 days. I would not purchase again. Horrible customer service and a huge waste of time.

I honestly don’t know how they’re even in business. I tried to order a gift for someone, they sent an email confirmation, and then almost immediately after canceled it. The stated reason was “I did not respond to a verification email“. I suppose that would be the verification email I never received.

When I tried to contact them to see if I could re-order, I spent an hour waiting on the phone for someone to pick up at customer service. After waiting so long, I hung up because I had to leave for work.

When I got home, I tried again. Another hour another no answer. I thought I’d try and approach this in a different way. I called the headquarters number only to get more automated machines, and leave a voicemail messages.

Then I called the local store. They were very understanding, and tried to help me resolve this. They thought maybe because I had purchased as a guest that I could re-purchase if I created an account. So I went back on my computer created an account tried to re-order and again was sent a confirmation email.

And again was sent to cancellation. This time with absolutely no explanation just telling me that it had been canceled and I wasn’t being charged. This was beyond frustrating. Not being able to get to a real person, not being able to order something online, not being able to order it from the store. How are they even in business?

I gave in to their automated system at customer service that offered text messaging with a live agent. Of course, it started with a bot. Then again was put on “hold“ until a live agent could respond. I tried to prepare, explained the problem gave them a screenshot and waited.

When they finally responded, they looked through the messages and saw what my complaint was and apologized. I had asked only that I’d be able to re-order this item and if they could fix this. Then all I heard was crickets. The last thing they wrote was they would get back to me. After 15 minutes I texted OK, and then the bot reappeared and started all over again. I guess it’s kind of like being hung up on.

I find it absolutely baffling that they are capable of running a business this way in any shape or form. Clearly, they need to improve many aspects of their customer service, ordertaking, and agent training. It’s glaringly apparent they aren’t in it to actually sell anything.

Really poor experience. Bought some boots that were too small, returned them for a refund and over a month later still had not received confirmation of the return or had the money back. Contacted customer services and they claim the item was exchanged and therefore no refund was processed as ‘the value was fully covered by the exchange’. I didn’t do an exchange and definitely haven’t received anything in exchange, so now I am £90 out of pocket. Still waiting for them to get back to me and tell me what I was supposed to have received in exchange. At this rate I will have to raise a dispute with my bank. Extremely disappointed.

I order from them a while back and they still haven’t given me my refund. I email several times and no reply I even tried to call them and no answer. Really disappointed in this brand 😢

Dodgy company eith non existent customer service by oxford circus branch. They never pick up calls and have no email facility.

After years of ordering from Urban Outfitters, I’ve just had the worst experience ever.

Part of my order never arrived, and the item that did was damaged. I contacted customer service, and instead of taking responsibility (as required by French consumer law), they kept telling me to chase the courier myself – even after I provided a Colissimo case number.

Legally, the seller is responsible for delivery, but Urban Outfitters refuses to act. Their support is dismissive and provides no real help, just copy-paste replies.

This is not how you treat loyal customers.
I strongly advise against ordering from them if you live in France or anywhere where you expect reliable service and accountability.

I’ve never experienced customer service this incompetent or infuriating. I placed an order (TP50798547) with Urban Outfitters on 5th June 2025, with delivery advertised as 2–4 working days. Not only was I charged immediately, but the order was repeatedly delayed, miscommunicated, and ultimately cancelled without a single notification.

I had to chase them through live chat and email multiple times, only to receive the same copy-paste response: “We’ve raised this to Head Office.” This line was repeated by six different agents over two weeks, and not one of them actually resolved anything.

I was promised the item would ship on 17th June — instead, it was suddenly cancelled and disappeared from my account, with no email, no update, and no refund. When I pushed for answers, they falsely claimed no money had been taken (my bank confirmed otherwise), and still offered no apology or compensation.

I have now reported the issue to Citizens Advice and it is being escalated to Trading Standards. I’m also pursuing a chargeback with my bank.

This experience has been stressful, time-wasting, and frankly insulting. For a company of this size, the lack of responsibility, basic communication, and decency is shocking.

Avoid Urban Outfitters completely — they do not value their customers.

Well for an otherwise reputable company, the website experience was one of the worst. First, it tells you that you qualify for "Free Shipping" (for a purchase that was over $200) but then a mysterious Handling charge is added to the bill in roughly the amount of shipping. Just know that you will not get Free Shipping at the site. So, if that is a deal breaker, go elsewhere. Second, I was promised 15% for annoyingly giving them my email and mobile no. Every site does this now, so while it bites, is fine. But then, I put in the code they provided and it was accepted but on check out the 15% was never taken off the total. I wanted the item so lived with these little scams. But they are scams and a really bad way of doing business. The Chat help feature was less than useless. Its another AI driven bit of useless technology that the company purchased and but it did not resolve anything - just added to the frustration with endless ques of empty questions and answers.