Urban Surfer Reviews 600

Please do not use this company . The delivery took over 20 days and I had to send a lot of emails . The absolute worst .

They don't send item or reply to emails, I have had to request a refund via PayPal dispute

A really disappointing experience. My order was never actually dispatched, despite being given a tracking number for a 48-hour delivery service. The tracking never updated over a 5 day window, when I contacted them to query the tracking, I was told the issue was with the tracking system and to just expect the delivery the following week.

That didn’t sit right with me, so I checked reviews on Trustpilot and quickly realised this seems to be an ongoing issue with them. Based on that, I decided not to wait any longer and raised a chargeback on my credit card.

Would strongly advise avoiding using this company.

Edit:

Interestingly, as soon as the chargeback was approved, the tracking information that had been provided has now mysteriously disappeared altogether. This only reinforces my concerns about how this order was handled from the start.

Edit (after company response):

They’ve now responded four weeks later, claiming they have “no recollection” of any contact and can’t find my emails. That’s surprising, given I did reach out at the time and was told to wait longer from the orders@ email address and from the same member of staff replying to trustpilot reviews

Shifting the issue onto customers for supposedly not getting in touch, or suggesting there’s no record of communication, doesn’t reflect well on Urban Surfer at all. I have already raised and completed a chargeback due to the lack of delivery and unclear handling of the order.

This response only adds to the overall lack of confidence in how issues are managed and affirms my believe that people should avoid purchasing from Urban Surfer completely.

Wish I could leave a -5 star review and wish I had checked reviews first too.

DO NOT ORDER FROM HERE!!!!

Ordered my son a pair of Vans for his birthday 2 weeks ago took my money but still now update or response from my chaser emails. And still have not received item nor been told it's even been dispatched. You should be ashamed of yourselves you scammed!!!

" Hi xxxx,

Thanks very much for your order, it's really made our day! A computer in the warehouse has just made a loud "bing" noise to alert the staff that our number one customer has entrusted us to quickly and efficiently pick and pack their order.

What's next? As soon as we've packed your order we'll send you an email... "

well it's been 11 days and no email so presumeably not packed. why? i guess they don't have it and took my money with a plan to do something but clearly not what their 'folksy' email said i could expect.
i've emailed them.
we'll see

Avoid, returned an item bought online using the returns procedure. Tracking shows delivered however no refund. Emails are not answered, had to request a refund through my credit card company. Terrible experience, avoid at all costs.

Further update to say that I did eventually get a refund but only after posting this review

Do not buy from this vendor. Absolute scam! He lies about arrival times and gives you a much later date once you have bought the item. He then cancels your order without confirming this but gives no refund. Luckily I went through PayPal and received a full refund.

Hello Urban Surfer Team. I’m reaching out this way as I have had nothing back from a number of emails I have sent. Royal Mail tracking through the service you provided in your returns information shows my item arrived back with you on 09/02/26. When can I expect a refund? The postal address shown on the label is DH6 5AT which is different to the one showing now on your website. I really need the refund. Please can you help? Order number 26608

I have had to liaise with the customer service team and they were really good in responding to my queries. They replied each time I had to e-mail them.
I chose Urban Surfer primarily because they use Royal Mail to deliver. My items did take a little while longer but it was worth the wait knowing I would not have any delivery problems.
I will be purchasing from Urban Surfer again.

I’ve not received my order, calls aren’t answered and emails not replied to. Worst experience ever. I just want my money back now, but that looks unlikely. Really really poor and upsetting. DO NOT ORDER FEOM THEM!

Took 2 weeks to arrive
Staff were notably unsympathetic and lacking in apologies
Delivery date was not kept to
Packaging poor
Returns process painful

I ordered online as I wanted a quick and easy purchase.... couldn't believe how far from this it actually was

As per title. Took ages to dispatch, no packaging to protect the items at all. On a plus, they were cheap.

Scam, paid nearly 3 weeks ago but nothing arrive!

Avoid of all cost! Appreciate your own mental health? Don't like dealing with people who make feel you are fool!? Great,find another online shop. Because Urban surfers will drive you to insane, supousley the worst online store across UK.

Order due to be delivered a week ago - no sign of it, no communication. Have tried to get in touch multiple times with no success… Live chat hasn’t been online at all - unsure if they’re still operating!

Good experience with this website despite the negative reviews. Delivery is maybe not as quick as some but the service can't be faulted.

Happy customer.

I ordered a superdry coat, two weeks later I've still not received it, tried to contact company with incorrect number supplied by the company, not recommended THIS SITE COULD BE A SCAM.

I felt I had to leave a review for Urban Surfer to offset so many low star reviews. This was my first experience of ordering from Urban Surfer so I didn't know what to expect. The Superdry shorts I ordered were a really good price although the delivery time was a bit longer than other retailers. I decided to go for it because I wasn't in any great rush. I have to say that delivery then did take longer than expected but a quick email to check up on my order received a fast response to update me that they were awaiting delivery from their supplier. Within a few days my shorts arrived and they're perfect! I wouldn't hesitate to buy from Urban Surfer in the future 😊

Scammers. They try to give lower refund than what I paid for the item. They know what they're doing.