ComplaintsforUrban Outfitters, Inc

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Urban Outfitters Cobble Hill location is a store that Corporate needs to monitor, overhaul all the current employees, hire new ones and ensure that these new employees accurately follows company policy and/or training. This store which is located on **************************** Brooklyn, NY ****** has employees who prevent consumers from making purchases due to their erroneous behavior. There are employees in particular; ******* or ******* and other employees a (a ******** female with **** hair who refused to provide her name) security guard ******* whose insipid behavior leads to loss of business (certain customers who are unable to make purchases because of the way they are being mistreated). The store engages in unfair businesses practices that needs to be looked into by Urban Outfitters Corporate, there are employees at this store who need to be fired, namely *******, ******* and the **** haired female who refused to provide her name. I am seeking a resolution from Urban Outfitters Corporate concerning this matter, this is a pattern that this store has already established, with the most recent incident being on 09/26/23.

  Business response

  10/04/2023

  Hello,

  Thank you for bringing this to our attention.  We have shared the information with the Leadership over that location.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a ********* speaker from Urban Outfitters. Order Number **********. I was supposed to be delivered on September 21st. When the speaker didn't arrive I contacted the shipping carrier **** They did two inquiries to find out where the package was delivered to and it was mistakenly delivered to the wrong address. *** stated Urban Outfitters can receive reimbursement if they file a claim. However the receiver can't receive reimb

  Business response

  09/26/2023

  Unfortunately, we are unable to issue a refund for this product. Our records indicate that the package was delivered to the address the customer provided at checkout. The customer is welcome to dispute the charges with their Financial Institution. 

  Customer response

  09/26/2023

  Since Urban Outfitters refuses to look at the delivery confirmations. I'll copy / paste them here.

  
  

  *** Shipment Delivery Inquiry [ 

  ref:*************************** *

  noreply_cs@*********** <noreply_cs@*********> 4:43 PM (4 

  minutes ago)

  to me

  Dear *****************************,

  We are responding to your recent inquiry about your *** shipment

  ****************** delivery and are writing to confirm that based on our records, 

  your shipment was not delivered to *********************************** Dennison, IL *********** 

  Unfortunately, it was mistakenly delivered to the wrong address. Due to privacy concerns we are not allowed to give you that address. 

  We appreciate the opportunity to deliver your shipments to you and we look forward to serving you again soon.

   

  ***********

  *** Customer Care Representative

  
  

  September 21, 2023

  Shipper ******

  Page 1 of 1

  DELIVERY NOTIFICATION

  ATTN

  PHONE

  : ***************************;

  : *************

  INQUIRY FROM: *********************

  URBAN OUTFITTERS

  ********************************

  INDIANA PA *****

  SHIPMENT TO: *****************************

  *****************************

  ***************************************************

  DENNISON IL *****

  Shipper Number............................****** Tracking Identification Number...******************

  According to our records, 1 parcel was delivered on 09/21/23 at 2:22 P.M., and left at Gate.

  ****************

  
  

  As you can see the package was delivered to ************************************* my address is ************************************** As I have previously stated several times you can call me at ************ and we can do a 3 way call with ***. *** will confirm they delivered to the wrong address. If you don't want to refund me you can send a replacement speaker. If not I would like to be contacted by someone higher up in the company. Not someone from ***** who you farm out your customer service to who just keeps repeating the same thing over and over again. Thank You.

  Business response

  10/05/2023

  When tracking this delivery on the *** website, a photo delivery confirmation has been provided. We encourage tracking the shipment on *** website to view where the package was left. Based on the photo, we will not be issuing a refund. If you feel the package has been stolen, we encourage you to file a police report. 

  Customer response

  10/06/2023

  The package was delivered to the wrong address. They can call *** at ************** and they will confirm this. Additionally as I previously stated I can't receive reimbursement from ***. Only the shipper can by filing a claim.

  *** now considers the package lost. The photo isn't my house but Urban Outfitters is ignoring all of the proof I have provided.

  Sincerely,

  ***************************;

  "Hi *******,

  Thank you for contacting *** Customer service. I hope you are safe and well at the time of this email. 
  

  I want to express my apologies for all the problems you have had with this package. Upon checking in our records let me tell you that I already check and the package was misdelivered to the wrong address. At this time we can consider this package as lost and you must start an investigation you can do it using the link and instructions below. Please note that this investigation will be eligible for Claim after 5 business days for the delivery date or last scan.
  

  If a shipment has been lost or damaged, please visit Claims Support on ups.com for guidance on how to submit and manage a claim. The Start a Claim tab walks you through steps on reporting a claim. Log in or sign up at ***.com to use our enhanced tools to start a claim, provide supporting documents and upload images. Using these features will promote an efficient investigation and timely resolution of your claim.
  

  Please note that this investigation will be eligible for Claim after 5 business days for the delivery date or last scan.
  

  You can contact the *** Customer Support department at ****************, and request to speak with the Package Investigations department. They are open Monday to Friday: 8:00 a.m. to 10:00 p.m. ET
  

  Sincerely,

   ********
  

  *** Customer Care Representative"

• Initial Complaint

  09/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (total: $103.64 after a $5 coupon, Order Number **********, Sku: ********; Color Code: 014, Size XS) on (9/14/2023 ) for an item that was supposed to have arrived on (9/21/2023) according to the tracking information. The package showed "delivered" on the tracking but it never arrived at my apartment building. According to my building manager, there was not even a mail courier that arrived at our building at the time of the supposed delivery. I reached out to UO and they told me to wait 48 hours, which I did. I reached back out after 48 hours and was told again to wait 2 days. The item I ordered was nearly sold out and had to be shipped from the UK so I am afraid that if this situation is not resolved soon, I will not be able to receive the item at all. I repeatedly requested UO to ship a replacement to a UO store near me ASAP to avoid a similar issue but the only communication I have received is to continue to wait. At this point I am certain that the shipment is lost and would really appreciate a replacement before it goes out of stock. If that cant be done, I would appreciate a prompt refund (including the $5 coupon I used for this order) rather than being asked to wait for days.

  Customer response

  09/26/2023

  My full name is *****************

  Customer response

  09/26/2023

  I had 2 packages delivered that day.   I went downstairs right when I got a notification that my ****** package was delivered (around 2:50pm).  While I was still downstairs I noticed that the UO package was supposedly delivered at (2:55pm)as well. I chatted with the building manager and waited for the courier to arrive but they never did.   The building manager also told me that there was no courier that arrived besides ****** during that span of time.  Ordinarily the manager has to let couriers into the building so they would know.  I also checked out in front of the building's front door to make sure the package wasn't dropped outside but it was also not there. 

  Business response

  10/02/2023

  We're sorry to hear that this package was lost in transit. A full refund has been issued for this order as of September 26th and should appear on the customers next billing statement. The $5 reward mentioned has been reactivated for the customer to use on a future order. 

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have asked for a supervisor callback most companies have the ability for supervisor to call back. I have an email chain with over 45 emails. ********* Urban Outfitters I have been asking to speak with somebody either from corporate escalations or a supervisor ********* Urban Outfittersfrom Urban Outfitters has repeatedly denied my request to speak to a supervisor. I dont feel that I should have to call **** and explain my situation thats been going through an email chain where simply this person can email the supervisor and have their supervisor call me back at their earliest convenience this is been going on for over two months now I have my simple request for a supervisor to call me back, I want a supervisor to call me back. Im not asking for a discount Im not asking for a refund. I am meeting to speak to a supervisor about what happened. They wont connect me to a supervisor I need to speak to a supervisor about what happened.

  Business response

  09/26/2023

  Hi ************* Thank you for taking the time to communicate your concerns about your experience. We are reaching out to you directly to help resolve this issue.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an item which included incorrect washing instructions, leading to the destruction of the item. Contacted customer support for a refund but due to the state of the item and the lack of clarity on the necessity of the return it was thrown away. Urban now trying to charge me for said item, called to explain the misunderstanding and was met with rude, dismissive behavior and multiple denials to refer to supervisor. Call was disconnected before speaking with supervisor. Follow up call, immediately requested supervisor, was told I was being transferred and then continued speaking to the same person relaying supervisors statements. All around unprofessional, disingenuous, uncompassionate.

  Business response

  09/19/2023

  Hi ******. Were sorry to hear about this experience. This is currently being reviewed by our disputes management department. You can expect to receive an email within 1-3 business days. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a duffel bag from Urban Outfitter's online store (order #**********). They delivered the incorrect item. I contacted customer service to resolve the issue and they said they would ship the correct item to me via overnight shipping. 10 days later I have not received the correct item. I have contacted customer service multiple times to ask for the item to be shipped and to get an estimate of when it would be. They have told me each time to just keep waiting and have offered no other resolution. I would like them to ship the correct item to me immediately with overnight shipping at their cost and also to issue a formal apology for their failure to live up to their promise.

  Business response

  09/25/2023

  I am showing that the order was returned to the store and a refund was processed. The customer would have to replace another order to get the correct item. 

  Customer response

  09/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This is now true, but was not true at the time this complain was filed. Due to my inability to get a response from Urban Outfitters about why they did not send the item they promised to send, I eventually brought the incorrect item to the store. While their, the store manager (I presume) told me that no other order had been placed, the item being offered seemed not to be available, and they had no intention of ordering another one for me. All of this contradicted what I was lead to believe by the online support at Urban Outfitters.

  Given that I have received a refund, I no longer expect them to send the item that I expected to receive. However, I continue to believe that they were deliberately lying to me and engaging in seemingly shady business practices. I strong believe that this is not a good or honest company and that their BBB rating should be reviewed and adjusted accordingly.

  While I no longer expect to receive the item I ordered, I do still think an apology is in order for lying to me repeatedly.
  
  Regards,
  
  *****************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 20th 2023 I ordered something through Urban Outfitters online. I had ordered three different items but maybe 20-30 minutes later I decided to cancel two items. I was charged for all three times but never received a refund. It also was not shipped. I have contacted them several times and have been told several times that I have a pending authorization and it needs to be resolved. Therefore, I have not received the refund yet. One item was $32.98 while the other one is $39.98. It is September 5th 2023 and I have yet received a refund. The images I have added is the most recent chat I have had with them. I even called them today and was still told that I had a pending authorization

  Business response

  09/08/2023

  Hello,

  Thank you for contacting us. As requested, we have contacted your financial institution to have the authorization(s) removed from your account. This request may take your bank a few days to complete, if you have any further issues with this, please contact your financial institution. Also, in a separate email a copy of you order invoice has been sent to ***************************** This invoice will show what was charged to the **** ending in ****.

  Thank You,

  Urban Outfitters 

  Customer response

  09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with urban outfitters on august 21,2023. The package was worth $363.45. I received one package which contained a dress and a pair of underwear. The dress came broken so I am unable to use it. The rest of the package did not come in. It says it was delivered but no one had knocked. There is a picture of the package thrown on the floor, In front of the door. I contacted uo support advising that my package was thrown carelessly in front of the door so it was probably stolen since it was not handed directly to someone inside the home. After many attempts of contacting them, they give me the same response that they can not give me a refund since the package was left in front of the door. They do not want to offer a replacement either. If I am paying money for a service i expect it to be handled with care and to be given to someone directly since I do not live in a house I live in an apartment building.. there are signs in the building as well advising not to leave packages in the lobby or hallways because people are always stealing packages. There was no attempt to deliver the package at the home since there is someone in my home 24/7 I have a grandmother with Alzheimers and we always have people here to care for her it is impossible to miss a visitor or delivery. Not to mention, the package shown in the picture is the dress and underwear package that I did receive on august 23. There is no picture of the other packages I was expecting.

  Business response

  09/06/2023

  Hello ******, 
  
   I hope this email finds you well. Unfortunately, our records indicate the order delivered to the address selected at the time of checkout. If you did not receive your shipment, please file a theft report with your local police department. To recover funds for stolen packages, we suggest using the police report filed to open a claim with your homeowners or renters' insurance. We apologize for any inconvenience this may cause. 

  Sincerely, 

  *****

• Initial Complaint

  08/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a large order with Urban Outfitters July 25, 2023. One of my items ended up being cancelled but I paid in total $375.48 for a substantial number of items. I am familiar with Urban Outfitters and their sizing and can confidently say I am a size large in their pants/bottoms, and nearly all of the 20+ items fit perfectly. However, a skirt and pair of shorts I ordered, both in size large, were vastly different in sizing; the skirt, one of their Urban Renewal items, was closer to a size medium-small and the shorts closer to an XXL. So, I decided to return these two items. Now, I had also mistakenly and very bizarrely received a dog harness instead of one of the tank tops I ordered, but that return process was made fairly simple by one of their customer service reps and I received my intended tank top promptly at no additional charge to me. However, my return experience has not turned out as well. After sending the shorts and skirt back, I received an email where I could track the return and check the status of my refund. They gave me the order number ********** and tracking number **************************. They said I would receive my money back ($83.05) within 1-3 days upon the return being received. My return was received August 14, and it is now nearly two weeks later and I still have not received any sort of refund. I have now called and live chatted with 3 different customer service reps over the past 3 days who all simply confirm that my return has been received and that the return should have been processed already. Well, it hasn't, but the reps simply end the chat or call before I can explain that. I would like to see my money back as it was promised to me and I am not understanding how I am being told my refund has been processed when I have not received any sort of refund.

  Business response

  08/28/2023

  ********,

  My apologies for the delay in our response. A refund was issued today in the amount of $83.08 back to your original form of payment. The refund time frame make take 3 business day or less to post. 

  Sincerely,

  *****

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 2 chairs from Urban Outfitters at $649/each in May. With tax the total came to $1,398. One of the chairs came broken when it finally arrived in June. I reached out to their customer service and they said they would issue a refund and that I could keep the chair. Yesterday, on August 20th my credit card was charged $649 by them with no notice or explanation. I reached out to their customer service team and they said that they did see in my file that they advised me to keep the chair. They said that they can offer a 20% refund ($129) but that they made an error for originally giving me the whole refund. I am confused and annoyed at their lack of communication. I did not expect this large of a charge on my credit card and would expect a manager to reach out to discuss this matter and at the end of the day was left with a broken chair. I want the full $649 returned to my credit card and don't plan on doing business with them again as this seems unethical.

  Business response

  08/27/2023

  We apologize for the misunderstanding. A 20% discount has been applied due to the original agreement for keeping the chair in the current condition. To receive a full refund, the chair will need to be returned. If you would like to return, please contact us to make arrangements.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩