Urbandecay Reviews 

Terrible customer services, one of the worst companies, ignores all complaints and customers, shocking
You only have to read the reviews on facebook, and here to see how terrible they are,

Absolutely apalling customer service...i placed an order on 17th Feb (5 weeks ago) and still i have no items and £96 down....cant get through on online number, hold for over 40 minutes on an automated hold then cuts off....spoke with department from order email who reassure me that ecommerce will contact me in 48 hours.....after 4 weeks of twice weekly calls still no contact....i have now started a dispute via paypal to sort out out.....very disappointed customer 😈

DO NOT BUY ANYTHING FROM THIS COMPANY!!!!!!!
My daughter ordered a Naked Heat Eyeshadow Palette on 3/3/2018 and still not received it. When tracked on DPD apparently they requested it back. Tracked again and says sending back to DPD which is days ago. No one answers the phone. Fed up now and been on phone to my credit card company but have to wait 30days and then they will deal with it.
Reading many other peoples reviews experiencing the same is absolutely DISGUSTING!!!!

Cannonball Ultra Waterproof Mascara makes my eyelashes so long! And it is waterproof! What else can a girl want?!

Placed two orders which would never arrive in the time stated so cancelled both to be told my packages would be shipped to 4 days late. You can never get hold of the customer service team at all as no on answer the phone. The two orders never arrived as Urban Decay cancelled them with DPD. Still waiting on an £80 refund. Feel like I've been robbed!

I bought a lot of urban decay products in debenhams for a change from MAC.. I literally bought loads .. came to open my all nighter foundation the next day to find an unsealed box and inside A USED product! I can only assume this had been a tester. I contacted urban customer service via email and phone.. on the phone I got a man that didn't have a clue what I was on about and I basically said ill wait for an email as surely easier. So then I got an email requesting pictures.. so I sent pictures along with a picture of the receipt.. I got an email back saying they will send me a prepaid envelope to return the foundation and once they have this they will send me a replacement. I asked how long this will take and was told 3 or 4 weeks minimum depending on stock levels...... are you kidding me!?!?
MAC, as a brand, value their customers and know how to show that, in 20 yrs of being a MAC customer I had one complaint, a broken eyebrow pencil which I was told to keep the original and they sent me out THREE more as goodwill gesture and never felt like it was a fault of mine, I never had to beg or anything.. never again will I go urban.. absolutely disgusting customer service!!

**EDIT .. no reply was ever received from Urban Decay and I have never shopped their products since.

Absouloutly awfull customer service for online customers, I received a eyeshadow pallette, which the inner mirror had cracked in transit and bits of sharp mirror were embedded into the eyeshadow, only wanted an exchange but was a bit weary of sending it back with some bits of mirror still in it! Tried calling them, emailing, messaging their website and messaging their Facebook page, no reply and it’s been a week now! Even got in contact with L’Oréal and all they gave me was the c.s number is been ringing! Very disappointed with them, in future I will buy from a actual store! Wish I’d of read all of these reviews before hand!! .

At Trafford Center the girl (I think named Bella) was an absolute sweetheart! She told me all I wanted to know, was very very friendly, gave me samples and overall just made my day, give this girl a raise! Pardon my English I am not from UK :)

I had the very unfortunate idea to try to buy the petite naked palette and an eye pencil from UD website last thursday.
Alway loved UD, bought lots of product from you but only from UD stores or other e-taliers.

I have tried to contact the costumer service hours after I have placed my purchase as i forgot to use a code to get samples...no reply whatsoever from calls to costumer service ( 4 in total between Thursday and Monday) or emails ( 4 in total - Thursday, Friday, Saturday and Monday).
Got a reply from the CS only on Tuesday ( firs attempt of contact was via phone on Thursday midday) after the order was shipped to tell me it was impossible to add the samples....I believe is VERY BAD costumer service getting in touch only when there is no chance to fix the problem, and anyway days after.

Got home yesterday to open my parcel and find our only the palette has been shipped and not the pencil....is it gonna arrive? when? no communication whatsoever, but I have been charged for both items.

I wrote yesterday to flag out this problem and ask for a cancellation form as I really want to return the palette, get my refund and forget this awfully bad online shopping experience - but obviously no reply.
Try to call and send an email this morning - guess what? no reply!

I really think UD costumer service is doing the same thing as with my previous request, getting back to me only when it would not be possible to return the only item I have received.

I am so disappointed by what I think is the worst online shopping experience I ever had, and obviously made me change my perception of the brand!

Love the packaging but not the service was not that good

I bought a eyeliner from Debenhams from this huge brand, which is also Loreal! The 'lead' fell out so I returned it to Loreal customer service, they sent a prepaid envelope. 4 Weeks later still waiting, no response to my 4 emails except a response that they received it. Today I ring and yes they have issued a replacement goodwill notice a week ago but how long that takes to process they did not know -what kind of customer service is that- rubbish it is.

Dreadful shopping experiences at the UD site. Phoning customer services is a futile endeavour as they never pick up. They’re so slow to dispatch your items and if you want to cancel an order...well, let’s just say you’ve NO chance.
I tried to cancel an accidental order within a few hours of placing it. There was no reply to my email to customer service. And a week later, I get a DPD notification that my parcel will be with me tomorrow. I wrote again to CS quoting the order no (I had been told that cancellations could be made even at courier level as they’d contact DPD and tell them to return the item). I received a very snitty response from an agent I’d formerly held in high esteem, quoting a totally different order, and told, “we do not work in the online orders team and therefore whilst we can request for your order to be cancelled we can not always ensure it will be cancelled in time.” (A week obviously isn’t long enough)
This was from one of two UD customer service agents. So what IS their job if I’m writing to urbandecay.co.uk? That’s a website, online...
I’ve also had terrible problems getting refunds from them.
Exceptionally disappointing. I have been a loyal and fairly frequent customer of the online site. I also buy UD products from other outlets.
I’ve recommended the site to friends who have bought purely from my suggestion.
Not any more. I may continue to buy UD products but NEVER from the website. However, if you enjoy living a frustrated life, constantly trying to get through to CS by phone, having your emails ignored or not read correctly, reading T&Cs which reference Cancellation Forms which don’t exist...go ahead. Buy from them. Rather you than me.

Don't really get all the bad reviews on here, all the shipping is Free on urban decay, and buying concealer or foundation online is a tricky issue - but should be ok if previously matched.

They've got a very good range and quality of products. I've never had an issue with the customer service... they do take longer to reply at busy times ie Xmas, but surely this is understandable considering they're an American company and probably only have a small team here in the UK working UK hours.

They have good offers on if you sign up as well, offers not available in the department stores!

I will continue to shop on urban decay, and would say that if people are unhappy with the official website, then use the department stores/other websites but maybe not get offers.

Everything is great quality

Ordered two items from them online, only ever received one. Good luck trying to get through to their customer care line. No one ever answers the phone. Clearly they don't care. They took my money though. I will never use them again. If I could rate less than 1 star I would.

Disgusting.
I brought four £50 giftcards for four friends for Christmas. It turns out that the giftcards 'don't work' and I need a receipt instead. I wasn't told when buying the giftcards that I needed the receipt rather than the giftcard. I don't have the receipt anymore. I have tried to contact Urban Decay on multiple occasions, they never answer. I have sent numerous email, they don't respond to. I have lost £200. Do not shop here.

Absolutely the worst customer service! A contact number on the website is never answered , you’re just told to ring back later. Eventually when they do answer an e nail they don’t follow up with any solution. I’ll never use them again!

have ordered goods which haven`t been sent. showing as ` being processed` on my account. have tried calling for 4 consecutive days to resolve the problem but NOBODY EVER ANSWERS !

absolutetly awful customer service , won`t use again. AVOID.

Furious my 15 year old bought and paid for this last week . Just gone on to check what date delivery is to find now out of stock and can you get through on the help line can ypu heck really really dissapointed

Appalling - placed order 3 weeks ago and when I got the order confirmation it was incorrect (it only showed the 'free' item rather than the thing I actually ordered, and I had been charged for shipping when it was supposed to be free shipping). I emailed immediately, and have sent several emails, tweets, facebook messages etc over the past 3 weeks with no response. They don't answer their phone and ignore all contact. Terrible service from what I always thought was a decent company.

Order was declined for an unknown reason but my account was still charged £40! I have been ringing none stop for the past 4 hours, which apart from ruining my day off has not helped whats so ever as I havn't gotten through to anybody. That's the only money I have and really need it back if not receiving items, meant to be Christmas present for my daughter. Don't know what else to do at a wits end, avoid company like the plague!!!!