Less than one star. This company never delivered my 6 year old’s birthday present, the main present he wanted was a skateboard. It’s still not here now… No tracking information, no updates, lack o... See more
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See what reviewers are saying
Awful experience, makes me wonder if this is just a scam business? Order placed and delivery expectation set as 5th August. By 10th nothing has turned up and no notification of dispatch. Custome... See more
Company replied
Total scam. Sent me wrong item. Zero response until I escalate to Amazon Pay. Finally provided return instructions. Asked for photo evidence but never responded again. Returned item immediately. 3 w... See more
Company replied
Order Reference: 31039 (WEB31039) It seems like this company have given up. They're quick to take your money but the items you buy don't show up, and they don't respond to emails.
Company details
Written by the company
Urban Surfer started up as a physical surf and skate store in Exeter back in 1995. A lot has changed since then including a new owner based in the north east. We've grown into one of the UK's largest online retailers of skate, surf, ski and urban clothing.
Contact info
1 Palmer Road, SR8 2HU, Peterlee
- 08448844779
- orders@urbansurfer.co.uk
- www.urbansurfer.co.uk
1.6
Bad
608 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 63% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Good flip flop
Product, delivery, correspondence all good. Buy the next size up to the one you require.
April 29, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you so much for your lovely review it is much appreciated. We are happy you liked the item and we hope you shop with us again.
Kindest Regards
Danielle Foster
Fab service, easy transaction, great stuff!
Really great experience using urban surfer. Best price I could find online and they sent me a code for a discount off my next shop. What more could you want...hmmm stickers maybe but that's it!
April 24, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you so much for your lovely review, it is much appreciated. We are glad you liked our service and hope you shop with us again soon. Have a lovely day.
Kindest Regards
Danielle Foster
Neff Beanie
Great service from Urban Surfer, beanie was the cheapest I could find online and was delivered super quick. Will definitely return and recommend.
April 22, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you so much for your lovely review, it is much appreciated. We are happy you liked the delivery service. we hope you shop with us again soon.
Kindest Regards
Danielle Foster
Reply from Urban Surfer
Hello Tony,
Thank you so much for your awesome review, it is much appreciated. We are delighted you are happy with the item price. We hope you shop with us again soon.
Kindest Regards
Danielle Foster
Excellent service
Very helpful person answered my query on the phone and placed my order. Excellent service and delivery of goods within 48hours
April 14, 2015
Unprompted review
Reply from Urban Surfer
Hello Erika,
Thank you so much for your awesome review, it is much appreciated! It was a pleasure to take your order over the phone. Your a lovely kind person and i am delighted you liked our service. I hope you have a lovely day.
Kindest Regards
Danielle Foster
A little disappointed.
Your Shipment #100001085
Order #100001378
Overnight delivery option was chosen on this product, as time was of the essence. As it was late in the evening, I guessed shipment would be the following day - A little disappointed to see it arrive 5 days later on 2nd class postage, costing me another charge to forward onto Europe, as the user had already left the day before. As I said "A little disappointed"
April 6, 2015
Unprompted review
Reply from Urban Surfer
Hello,
I am terribly sorry for the inconvenience caused. We have new systems and sometimes it may not pick up the postage. However we have our technician team looking into this so we can prevent this from happening again. I am so sorry for the error that occurred with your order. and i will refund you your postage straight away.
Kindest Regards
Danielle Foster
Great
Super good and fast service. Only website to do the converse in right size and colour. Well done, super! Happy girl!
March 30, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you for your lovely review, it is much appreciated. We are delighted you liked our service and it was a pleasure. We hope you shop with us again soon.
Kindest Regards
Danielle Foster
Reply from Urban Surfer
Hello,
Thank you so much for your awesome review! It is greatly appreciated and we hope you shop with us again very soon. Lovely customer :)
Kindest Regards
Danielle Foster
Sent an item not matching the picture advertised
I was very impressed with the speed of delivery of my shoes, they were with me the next day.
The problem however was when i opened the shoe box to find a different shoe from what i had ordered on the website.
The picture of the shoe was completely different however i was assured that the shoe i had received was correct.
Upon searching on other websites i can now see that the pictured shoe I based my order on is available as is the shoe i have received.
The shoe i received is not even advertised on this companies website.
March 18, 2015
Unprompted review
Reply from Urban Surfer
Hello,
I am very sorry for any inconvenience caused with this order. We have investigated this and it appears the wrong image was listed for the item you ordered. In the description it does not state that the shoes are leather. I have our technical team looking into this so that it will prevent an error such as this from happening again. You will be fully refunded as soon as we have received the shoes.
Again i am sorry for any inconvenience caused.
Kindest Regards
Danielle Foster
Excellent, fast and promt delivery
Great web site, easy to use had the product I wanted, delivered in 2 days and got a 15% off voucher for next purchase. Brilliant
March 17, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you so much for your lovely review, it is much appreciated! We are delighted you liked our website and service! great customer and hope you shop with us again.
Kindest Regards
Danielle Foster
No Issues and prompt delivery
A seamless purchase online, no issues with the product and quick delivery. Would use again.
March 12, 2015
Unprompted review
Reply from Urban Surfer
Hello Keith,
Thank you for your awesome review, it is much appreciated! We hope you liked the item and hope you shop with us again soon. :)
Kindest Regards
Danielle Foster
Lowlife Triple S Belt - Black/Silver Stud Size Medium
Excellent service and fast delivery.
March 9, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you for your awesome review! it is much appreciated and you have been an amazing customer. We hope you enjoy the belt and hope you shop with us again soon.
Kindest Regards
Danielle Foster
super quick delivery
Excellent service, super quick delivery! Would definitely use again.
February 22, 2015
Unprompted review
Reply from Urban Surfer
Hello Mrs Vicki Flanagan,
Thank you so much for you amazing review, it is much appreciated! We are over the moon you liked our services and hope you shop with us again soon! have a lovely day! :)
Kindest Regards
Danielle Foster
Great!
Great products, great prices and quick delivery time (paid for 1st class)
February 21, 2015
Unprompted review
Reply from Urban Surfer
Hello Sufyan,
Thank you so much for your lovely review! it is much appreciated. We are happy you are impressed with our prices and delivery times. We hope you shop with us again soon and have a lovely day.
Kindest Regards
Failed to Deliver "Next Day"
I ordered my item on Thursday before the 4pm deadline for a "Next Day" delivery before but unfortunately the item didn't arrive until the following Monday! I emailed the customer service team on Friday at 4pm asking for an order update as the item was a birthday present however I didn't get a reply until the Monday. Apparently my item was shipped "2nd class tracked". According to the Royal Mail "we aim to deliver your letter or parcel in two to three working days" for 2nd class tracked parcels!! This leads me to conclude that Urban Surfer are miss-leading customers with regards to their delivery capabilities! In fairness to them they dd refund the delivery charge however I was left without a present for my wife's birthday!!!
February 17, 2015
Unprompted review
Reply from Urban Surfer
Hello Nick,
Please accept our sincere apologies for the late delivery of your order and let me assure you that our company otherwise has a favorable record of delivering by the date specified.
We have since implemented a new warehouse/delivery system to ensure we can handle, process and deliver orders faster and better in the future. Although our team did their very best to ensure a smooth transition from the old to new system, errors along the way have been an unfortunate symptom and as a gesture of goodwill we refunded you the full postage costs.
Kindest Regards
Danielle Foster
Good timing, great shoes!
I got some of these shoes for my partner he already had the white ones, good price, good service, delivery was fast!
February 16, 2015
Unprompted review
Reply from Urban Surfer
Hello!,
We are very thankful for your lovely review! W are happy you are happy with our delivery service! We hope you shop with us again.
Kindest Regards
Danielle Foster
Good prices, fast delivery
February 14, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you so much for your kind review! We are over the moon you are happy with our delivery service! :) We hope you shop again with you soon.
Kindest Regards
Danielle Foster
Absolutely brilliant!!
I have made a couple of purchases from Urban Surfer now and have found their prices really competitive, delivery super quick and service in general is great. Brilliant all round!!
February 12, 2015
Unprompted review
Reply from Urban Surfer
Hello.
Thank you so very much for your amazon review it is very much appreciated! We are very happy you liked our service and hope you will shop with us again! lovely review from a lovely customer :)
Kindest Regards
Danielle Foster
Lovely item good transaction
Very quick delivery .
Item just as described and at a great price.
Happy to recommend Urban Surfer
February 11, 2015
Unprompted review
Reply from Urban Surfer
Hello Ms Suzan Dickson,
Thank you so much for your lovely review! we are happy you like the items and hope you shop with us again! lovely customer :)
Kindest Regards
Danielle Foster
Great service
Great product as described. Speedy delivery and great communication, will use again :-)
February 11, 2015
Unprompted review
Reply from Urban Surfer
Hello,
Thank you so much for your amazing review! We are glad you are happy with our service :D! We hope you shop with us again.
Kindest Regards
Danielle Foster
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