Urban Outfitters Reviews 

My daughter paid £55 for trousers that never arrived and UO just refused to refund. We got sent a photo of a parcel that was delivered but couldn’t even see the step so couldn’t tell where it was. When contacted they just said tough and took no responsibility. Stolen my daughters money but apparently it’s legal as they challenged us to take them to small claims court.

Customer support doesn't respond. Can't return items for free outside of a few countries. Extremely unclear instructions when you want to do so. Clothes were fine but felt cheap. You as customer will have to pay all customs etc. They also take a $5 cut if you return something, and if you're outside of previously mentioned countries, you'll have to pack and return items yourself, including paying for all corresponding fees. Never byuing here again.

Three weeks and no refund received on my return.
Applauded. Most of my emails disregarded.
Keep away ☹

Ordered a mushroom stool, it arrived with threads hanging off, a shame as pattern and material were nice. They offered a 20% reduction in price… this didn’t magically make it “repaired” or passing any quality control checks. The stool was collected on the 13/5 various photos taken by the collection company. Nothing has happened since and when I chased yesterday they asked about the return of a completely different item which wasn’t faulty and I’m keeping. Now being fobbed off with it takes 28 days to refund(why? ). I want proof they’ve processed the item rather than hang on for a month and have to start the chasing process again.

So, I placed an order from Urban Outfitters, expecting a standard international shipping process. But after confirming the purchase, I suddenly received an unexpected email asking me to pay customs and tax fees through a third-party link — something that was never mentioned upfront during the checkout.

The email was from Asendia (their shipping partner, apparently), but it looked unofficial and sketchy. It wasn’t verified by my mail app, and there were links asking for payment through unfamiliar websites. Naturally, I was concerned about whether it was legit or a scam.

When I contacted Urban Outfitters for clarification, all they kept doing was redirecting me back to Asendia. Every time I asked a direct question, I’d either get a vague copy-paste response or told to “wait for Asendia to respond” — which they never did.

It felt like no one at Urban Outfitters actually knew how the shipping or customs process worked. They couldn’t tell me who was handling my delivery locally, why I was being charged, or even confirm whether the payment request was real. I kept getting conflicting answers from different people, none of whom actually seemed to know what to do.

It’s been frustrating, stressful, and incredibly unprofessional. If they had just been transparent about the extra fees from the start, or actually had a support team that could give proper answers, this whole mess could’ve been avoided.

Horrific shopping experience.
I made my order, it went through. Got a confirmation email. Instantly sent this email after from them.

-Please contact the company that issued your card for the Authorization Number or Trace Code related to this purchase, and then respond to this email or call us at 877-454-2507 with the number. Your card company will verify that you are the card holder prior to releasing information, and they may require the date the order was placed and the order dollar amount to locate the number.-

YOU CANT EVEN ORDER FROM THEM. without having to go through hoops to prove your identity.
What a terrible company. DONT EVEN TRY TO ORDER. unless you want to make phone calls and get banking approval.
Never had such a terrible experience. NEVER AGAIN

I received of torn pants from them, and they are not send a new one or a refund

They will take longer than their return processing time to refund you after they receive your return. Instead of communicating any delays with you, they permanently ban you from shopping with them or other brands such as Anthropologie and Free People if you dispute with your bank to get your money back that they want to hold on to for whatever reason. Very odd business practice. Spend your money elsewhere.

Scam company they will not fulfill your order then act like its your fault and they say if its over 100$ order they cant send you the items in your order or do anything about it liars they say theres proof of delivery when they wont show it at all because it never was actually delivered

Received the incorrect item they sent me back at their warehouse and 1 I didn’t want. Tracked all the way but refusing to refund or send correct item. No humans just chat bots with the odd email that comes straight to my junk saying they want me to prove it was received when they have shown on tracking the parcel was received. This is theft.

They consistently take a ridiculously long time to process returns and exchanges. I can track it and see they received it, but weeks later I’ll still be waiting. It’s super frustrating, but even more so when you’re attempting to exchange and hoping it doesn’t sell out while they take their sweet time. A couple of times they took so long (6+ weeks) I had to call them and it still took days after that.

I never received my most recent order! Also the other orders I have placed ( with the exception of home items which are unique) the quality is very poor. I will never pay full price for their clothing! I need to reach out to let them know I never received my most recent order. Hopefully they will compensate me. Unsatisfied

On an order of almost 800$ I received only 2 items of the order after more than a month, they say it was all shipped but the tracking they provided is empty. I’m pissed because they offer no refund yet and asked me to wait more. I don’t recommend purchasing anything from this company.

This company is currently worth 5 billion dollars, yet they think their customers should foot the bill for their mistakes.

I ordered curtains that arrived 5.5 whopping inches shorter in length and 4 inches shorter in width than advertised. When I informed them that I was gipped, I was told to mail them back on my dime. Again: Urban Outfitters is worth 5 BILLION dollars, yet when they don't send me what I ordered I have to pay and be out MORE money? I already paid for the curtains, the taxes, shipping and the duties—it is now their responsibility to get me the right item. My responsibility ends at giving them money for the purchase, and under zero circumstances will I take time from my insanely busy life to re-package the wrong item, drive all the way to the post office in city traffic, wait in line, and pay my money to return someone's literal mistake.

If I can show you proof that you sent me the wrong item, then you can pay for the mistake of your multi-billion-dollar company and its employees. Thinking customers should pay for your mistakes is revolting in every way, and will tank this company fast.

Have a look online about how when UO sends you the wrong items (literally people are ordering clothing and getting sent fake plants instead, and other random stuff they never ordered!) they expect you to pay to send them back—and if you don't, they charge what card you used to make your order).

Here's a tip UO: Those people you hire to man the phone lines, and the ones you outsource to paste their scripts into the chat feature, wouldn't be needed nearly as much if you didn't try to steal people's money for your mistakes. I bet a huge % of the chats and calls are people complaining that you're sending the wrong items and making them pay to return them or threatening that you'll charge whatever card they have on file if not. If you're so desperately in need of money ('cause a 5 billion dollar worth isn't enough), then you could cut costs by just not falsely advertising measurements, training employees to send the right items, and, when a mistake does happen, as they do, telling the customer, "Sorry for sending the wrong item; you may donate it and we will refund you or send the right one." This will in turn make that person come back and spend loads more money due to their comfort levels with the company, too. How is this hard to grasp? Trust sells!

Greed always sorts itself out, though. You'll surely get yours. Good luck!

I got sent an item I didn’t even ordered and it was an ugly jacket when I looked up at the UO purchases catalog I found out the item I got sent isn’t even sold from this corporation I paid like 20 bucks for the item I wanted and got sent an item that was almost 200 bucks I contacted them got a refund of the 20 bucks and they never told me to return the item k hit sent gave me a return email or nothing then I got charged like 80 dollars of late fees of UO horrible service I contacted them and they never gave me back the money for the late fees scammers and thieves next time make clear the return policies and the responses are always the same like if it’s Ai 🙄

didn't get my order, they don't answer my emails, they are scammers and thieves!!!!!

Bethan has advised they won’t be able to help with my lost order which you can clearly see from the tracking has not been delivered to a house. Not only was it 4 hours late to be ‘delivered’ the picture looks nothing like where I live yet I’ve been told to enquire with Evri who directed me to urban in the first place. Will launch my chargeback immediately and never shop with you again.

Everything went wrong. didn't receive item ordered so i eventually tried to contact UO, which was a WASTE OF MY TIME. They could not even locate my order though they had billed my credit card. So enough of these idiots I said credit my card and forget the damned item.
No wonder my friends never shop here they say its not worth the hassle, but I didn't listen and found out the hard way.

Gift cards purchased for Xmas day. 1 arrived, 1 didn’t. Customer services keep re-sending and suggesting wait 72 hrs for email to arrive before contacting again. This has happened 3 times. Still no gift card. We are now in February!!!!!! If it’s not arriving, there’s a problem. Our email works absolutely fine. All we get is thank you for your patience!!

Good experience!
fast customer support and fast shipping.