Urbanexcess Reviews 144

The item I ordered was delivered quickly and the returns portal was easy to use. The customer service team were also very helpful and polite. Although I forgot to include the return slip in the package I returned, they processed the refund quickly and efficiently.

Thank you Sara and Millie.

Ordered a couple of things from them waited 2 weeks nothing had shipped had to email them for them to tell me they didn’t have any of the items waste of time. Don’t use they won’t have the item.

Recently made an order during Black Friday. Shipping was amazingly quick and the quality was perfect. Had to return a couple of items and the process was quick and received my refund within a few days. Highly recommend shopping here.

Bought a Patagonia M's Glacier Jacket. Dispatched in one day and received in 48hrs with the free 2 day Royal mail service. Overall great experience. No issues. Love the fit as I tried the product in stores already but cheaper on here.

The Carhartt website curation is always on point and the DPD delivery arrived next day. Lovely.

Took them ages to ship the item even though i paid for express, would not recommend this website to anyone

I wish I could rate it 0. Sent a return on 5th December worth over £200 and 4 weeks later they finally send an email to say they haven’t received it. I gave all the proof I could and haven’t had a reply since. Luckily I have got klarna onto my case looking into it for me. THE WORST SCAM. Do not use this shop

This company is a scam. I wish I had seen the many negative reviews before buying anything on this site because they are definitely true.

I have never felt the need to write a review but after being completely ripped off I felt that people need to be warned. I purchased some clothes on this site and paid for next day delivery and never received the products. They take your money and don’t respond to any emails. Had to hand this matter to the bank to try and recoup the money.
As soon as that was done, I finally got an email with a lame excuse about the product having quality issues and therefore not being available. Funny how the same product was then being put back on the site again the same day, ready to be purchased.

Absolute scam!

I wouldn’t even rate this a 1 if I could - placed an order on the 24th and paid Royal Mail 48 I understand the delays around Christmas and Boxing Day however it is now the 28th and still no update on the delivery! I have emailed 4 over the past couple of days and no response - all I want is an update on my shipment as I need them for the 30th - I have now raised a refund through PayPal because your company is useless and horrendous to buy from even reading other people’s reviews it looks like they’ve had the same issues - horrible communication and customer service

Excellent service from this company. Was a little concerned when we saw the other reviews but cannot fault the communication, service, delivery and item that arrived. Paid for 24 hr delivery and got it! I will definitely use this company again. Thank you.

Dreadful company. Booked a return via their website and the package was returned by Royal Mail as the business did not exist. The address was totally different to the overseas return address on their website! They apologised and sent a correct returns label. Chased a week after mailing back and they claimed to not have received the return. Provided tracking no showing it was delivered and a week later still not refund. You cannot call anyone apart from the store and they say the online is separate and wont give you their number. The phone number online for them does not exist as they have not updated that. Occasionally reply to emails days later and then blank you. Complained to my bank to get refund.

Excellent service and support and quick delivery

Used this company numerous times with no problems. Now been waiting for a refund for 20 days! Not sure what’s happened to them as they used to be so reliable. Really frustrated as this was an expensive order and they have no phone number and no one is responding to emails.

Bought a shirt through Klarna from Urbanexcess. I sent it back as it didn't fit (I had to pay £6 for shipping it back to them). Urbanexcess only refunded the price of the shirt back to Klarna and left me with £10 shipping fees half have been paid aready by me manually). I have been trying to contact by email but no reply. I called Klarna and they gave me a mobile number for Urbanexcess. I called this number and a guy answered who sounded like he literally could not care any less and said I just need to keep emailing. Urbanexcess is a joke and would not recommend anyone to order from this store. I wish I did my research before ordering. Beware if you buy from Urbanexcess seem unorganised and con you out of shipping costs.

I returned my order over 5 weeks ago. Followed their returns process to the letter. Royal Mail’s system confirms my return was sent but no refund received.
Awful customer service, they take days to respond and they say no one is available to call me to discuss.
An utter shambles of a company and I would strongly advise against using them.
A really bad experience. They type of scam you see on these consumer programs on TV. Avoid.

Similar to other negative reviews, it's going on two weeks that I'm waiting for my order. I paid £45 for a hat that hasn't come, my Royal Mail tracking says they've received notification of dispatch but they are waiting for the parcel to get to them. This is so extremely poor. I've got zero trust and faith in this company and I'm not convinced my hat is actually going to come

I placed an order, Urban Excess took payment of £96 out of my bank straight away but the parcel wasn’t delivered. They did provide Royal Mail tracking information but it appeared that they never actually posted the parcel. Apparently they’re now sending a refund which takes 10 days (odd how it takes about 5 minutes to take money out of my bank but 10 days to give it back). There’s no phone number so you can’t talk to anyone to resolve any issues. Won’t ever order from this company again.

Although I was a bit put off by negative reviews here, I gave the site a punt and ordered an item. Good communication and came within days exactly as described. Will use again.

Paid for next day delivery, a week goes by and still nothing. Customer service apologised but the item was out of stock, I asked if they would arrange a free return if I order the next size down, in the event it didn’t fit I could return it, they said no. I understand it’s a busy time and mistakes happen but there are so many online retailers selling the same brands that have offered things that could make a real difference in making up for mistakes. I would stick with them and avoid UE

Ordered a coat on Black Friday sale, as soon as it went live. Said it would be delivered within 24-48 hours, but I heard nothing. Chased them up today, to find it’s actually out of stock….. not sure how that happens, and I’m also not sure when you had planned to notify me. Should have listened to all the negative reviews on here!