URBANARA Reviews 

I purchased a rug from there under the belief it could be returned if it wasn't right as their website says free returns. However now I am trying to return it their custoemr service has been awful, saying their Tcs and Cs don't accept large returns. I am happy to pay for the return myself but their advice is to drop it at a DHL shop which clearly they wont accept. I cannot find a single provider that will accept it and didnt realise it was being ordered from germany as the website was co.uk. now stuck with an expensive rug we do not want -Extremely disappointed with their service

Like others I wish I had read these reviews.
This is a German company masquerading as a UK company. So my order has been held by German customs with no transparency around when it will be sent on.

The Urbanara customer service has been responsive, but completely unhelpful and recently really quite rude in response to my enquiries and request for help.

I will certainly never use this company again, it has been a very unpleasant experience.

I made a purchase from Urbanara and paid £20 delivery charges.l did not receive the goods and after a month l found out the reason.l hadn’t been told that l had to pay Customs charges. The charge was a massive £76.23 on top of the £20. £96.23 in total. I only bought three blankets. So do your homework before making a purchase from Urbanara.

Be aware of paying import charges! This company Urbanara is deceptive in not being explicit on their U.K. website about the products being exported by them from Germany to the U.K. and the customer paying import taxes.

I purchased 3 jute rugs from Urbanara’s co.U.K. Website and was astounded to find a £144.00 import charge. I believed I was purchasing a product from the U.K.

On querying this, I received the same trite response from Urbanara as another reviewer on Trustpilot. I am very clear that the import fees were not explicit at point of purchase. Shipping costs were stated to be £20.

When I emailed to say I would raise a concern with PayPal - The response from urbanara was to suggest that I would face legal ramifications for doing so!

Avoid avoid avoid

An update. The 3 rugs arrived but the import tax was £379.87 ! As advised by Urbanara I declined delivery. Let’s see how long it takes for a full refund. I await.

I wouldnt have expected to pay import taxes or duties after ordering from a UK website. Understand brexit hiccups, I work in wholesale and deal with logistics around the world, importing and exporting through the UK. Its not an excuse. The government has given businesses ample time to sort import taxes and duties and making your customer pay this without explicitly informing them at check out, that they are in charge of these fees is extremely shocking. Having this stated in your T's&C's isnt enough, it needs to be clearly defined at check out if you are selling to UK customers on a UK website! £95 in import charges and delivery for a £300 rug, is ridiculous when it's unexpected!

Amazing experience. Had a problem but customer service solved it quickly, efficiently. Problem caused not by Urbanara but by the delivery company UPS. Urbanara could not be more helpful. One very happy customer. Well done!

I wish I had read these reviews before ordering. The process of getting a rug was absolutely laughable from start to finish and clearly Urbanara have a lot to learn.

I placed on order for a Khara rug on the 28th of February which according to the website should have been delivered within 3-4 weeks. Nearly 16 weeks later and numerous emails asking it’s whereabouts, I have only just received it. Sadly it wasn’t worth the wait but the thought of sending it back and having any more interaction with this company is way worse than being out of pocket.

At the beginning of April, a little over 4 weeks had passed since my initial order I hadn’t received notice that the order had shipped yet so I emailed customer service asking when I should expect it and saying that due to covid I was aware that delays were commonplace but that I just wanted to be kept informed. I was told that the rug would now be arriving the beginning of May which inevitably came and went with no correspondence from Urbanara. I stated in a second email on the 7th of May that I wouldn’t have ordered the rug if I’d have known the wait time was 10+ weeks and was offered no explanation but informed that the new delivery would now be the end of May and offered a refund if I didn’t want to wait. I’d already waited long enough and just wanted the rug that I had paid for in the time that was agreed. What I did expect, and communicated this to Urbanara, was a partial refund. 10 weeks longer (at the time) than the originally quoted 3-4 weeks in my opinion is more than excessive, even in covid times. A reply saying ‘we of course do our best to inform customers of any change to delivery times as soon as possible’ was ridiculous given the fact that I had had to message them after each quoted delivery passed. I was also told ‘I’m afraid I am unable to provide a further (further?) discount due to our pricing structure’. - I would suggest that it’s a very poor business model for a company not to be able to offer a very let down customer a small discount as compensation.

Now at 16 weeks after my order we have finally received the rug…but only after paying a further £42 on top of the £20 that I had already paid for shipping. A company with a UK website address, apparently ship from Germany and there are inevitable taxes, something that is only noticeable if you go directly to their shipping information page. No mention of this is found on the product or home page. To add further insult to injury, the rug was rolled around a very thick cardboard tube which was snapped in transport. This left a large brown patch on the white rug that I can’t remove and have had to hide under the sofa.

Ill be emailing this review to Urbanara but warn anyone thinking or ordering anything from them to read the many similar reviews and to save your money and order from somewhere else.

Worst customer service I have ever received. My order was delayed by three weeks, team were very rude, aggressive, and then just cancelled my order (which I didn't ask for and I didn't want) because they said it wasn't worth their time to sort out my case. I never asked for an immediate resolution, I said I was happy to wait. This was ignored and I have email proof of this correspondence. What most upsets me is how I have been treated and I will never shop there again.

UK customers be aware that this is a GERMAN company without UK presence, despite giving .co.uk internet address and local telephone number! This is misleading and your product will be 20% more expensive then advertised! Customer service just refers to the T&Cs. Fair enough, Brexit is not their problem, but at least be open and transparent at the time of checkout!!

Granted I am very happy with my Urbanara Rug purchase, the quality is beautiful... however they need to make it much clearer and be more transparent on their website about import fees! The rug arrived with an added cost of £72 (which the UPS driver requested in cash!) this is after the cost of the rug and the £20 shipping fee. It seems after reading other reviews that other customers have been let down by the same issue.

Ok, it’s not Urbana’s fault the delivery was so weird, and the whole thing happened while the stupid Brexit thing was changing the way customs worked. And we finally got the product within about two months. I can’t do it again, but it did all work out in the end.

Ordered a rug, eventually turned up today but UPS demanding £128 fee, I didn’t even know it was being imported until the UPS tracking was in German ! Staff member says the tax is down to me yet other reviews say they were reimbursed, must depend on the mood your customer service member is in ! So now have to wait for £599 refund that they have had for several weeks. Shame as I wanted the rug but really not a nice company it would seem.

Ordered a quilt on a weekend and received the shipping notification first thing Monday morning. The tracking was excellent (although I did need to use google translate as my GCSE German is very rusty) item received on the Thursday, which is fantastic. Had no duty to pay but think it depends on the amount ordered. Things are not smooth due to Brexit but very impressed with the fast ship. The quilt is absolutely beautiful and a very reasonable price. Wish the linen bed sets were in stock now as will definitely use Urbanara again.

That I am delighted by Urbanara‘s rug and outstanding service is an understatement!!!!
Just received my rug and it is so beautiful!!!
I had to pay the import fee before delivery but customer service refunded it as soon as it was paid and all that was done on a Sunday ! Excellent and very prompt reply at all times and the rug was delivered in less than a week ! HIGHLY RECOMMENDED!!!!

I bought a 100% jute from Urbanara. Despite the Brexit and Covid, the delivery time is reasonable. Quality products.

There have been uncertainty with Brexit and Covid, so always good to read the T&Cs and/or email their customer service. Their CS has been clear and helpful - all my questions are promptly answered and clarified.

The rug I ordered from the website is beautiful and well-made, arrived on time. If you are ordering from the UK you should watch out for a message that appears on the UPS website (however you do not get notified via e-mail or else) to pay an import fee. Unless you pay this fee you will not receive your product. When I emailed Urbanara regarding this, they promptly replied that this import fee will be refunded to me by them, which they did. Overall, I am very happy with the product and experience with them.

have been charged Brokerage Fees of £46.89. Nowhere on the website did it say these would be incurred. I wouldn't have bothered to purchase from them if I had known.

Ordered a few different sets of their plates and bowls, although there was a long wait to receive (over a month) it’s understandable because it’s happening everywhere. Once I finally received them, they were all exceptional. Two plates had chips in them and after emailing they quickly responded and refunded me very quickly for the plates that arrived damaged. If you don’t mind a long wait the quality of the dishes are fantastic, great for the price. In my experience I had good customer service. Thank you.

I genuinely don't understand where some of these negative reviews come from, I just had a hugely positive experience with Urbanara and customer services in particular.

There were a few delays at the border but blame BoJo and chums for that, not a small company trying to navigate the new, last minute rules. Yes, I was asked to pay an import tax but was refunded by Urbanara Customer Services within 24 hours. They were friendly and polite to deal with and I love my rug - super stylish, reasonably priced and 100% wool from fairtrade communities.

I would absolutely recommend Urbanara and would buy from again.

I ordered a rug and rug underlay from Urbanara on the 21st Feb 2021. I received an order confirmation and then tracking info for the items a couple of days later. Once more than a week had elapsed, I thought I should try to find out why my order hadn't yet arrived. When you click on the UPS tracking number you get to the German UPS site - so it's all in German! Once I figured out that I could change it to English (an option you need to click on at the top of the page - possibly difficult to find if you don't know any German), I realised that the delay was because there were import taxes to be paid on my items (£93! Thanks Brexit!!). I did a bit of a search and saw some of the terrible reviews posted here so was quite worried. I emailed Urbanara to ask for information on how I could get my rug (pointing out that their website states that all taxes are included in the price paid for items). They replied almost immediately to ask if I could pay the import taxes and that they would then refund me (ideally by paypal). Apparently this is a temporary situation until they sort out shipping to the UK post-Brexit. I was worried (as some of the reviews here mention having to pay the tax but having trouble getting refunded) but decided to go ahead and pay it. Once I paid it via UPS, I emailed Urbanara with the invoice for the import tax and they immediately refunded it to my paypal account. My lovely rug and underlay arrived the next day, so less than two weeks after I ordered them.
Customer service was really quick and polite. The rug is lovely and as described. The only issue would have been if I hadn't realised about the import taxes and contacted Urbanara to sort it out, the whole process would have probably taken a lot longer or possibly the items I ordered would eventually have been returned to Germany?