ComplaintsforUrban Outfitters, Inc

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order 12/05 ********** both items ordered were available. It’s now 12/16 I’ve called 4 times had 3 online chats and still have not received anything. Every time I call I’m told they have reached out to find out where my products are. I’ve been told I would get phone call and follow ups I’ve been told I would get tracking emails abd I have received NO correspondence, no phone calls NOTHING. I still have not received anything and my credit card has been charged. I’ve asked to speak to management and have spoke to a Chenry or Chris who says she’s a supervisor twice and she continually says her manager is not available and she is the only management available she has lied to me over and over and continually given me wrong information over and over. It’s 9 days to Christmas I ordered my items 11 days ago and no one no one no one will do anything and I’ve still been charged .

  Business response

  12/21/2021

  A replacement for the UO Winter Knit Tank Top from order ********** was issued on December 16th. Order ********** was shipped on December 19th via ******* from the United Kingdom. The additional item from ********** was shipped on December 20th. See tracking details for both below. 

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• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two items from Urban Outfitters online in July 1st. I received a notification that they were not received on July 7th. I did not receive the items. I called UO and spoke to a rep that let me know I would be emailed within 48 hours with an update on the package being missing though it marked as delivered. I never received the follow up email. I called back mid-July because I never received the follow up as promised and the agent shared thought that is their policy, their previous rep did not document the call. On this second call, the rep “confirmed” that this would not happen again. I finally received an email two days after the call that stated: Hello *******, I apologize that you did not receive your shipment. The carrier verified that your package delivered to the address on file. If you did not receive your shipment, please file a theft report with your local police department and speak with your Home Owners or Renters Insurance company about reimbursement for the stolen property. I apologize for any inconvenience this may cause. Shana Urban Outfitters I have NEVER been told a carrier confirmed the package was delivered and to file a police report! UO took no accountability nor provided a solution although my order cost $315!! I was in disbelief that my first call to customer service was not documented. Their site also states: Can't find your package? The carrier may have placed it in a safer location. Be sure to check your mailbox, front and back porches, or with your building's mailroom. Occasionally, carriers may mark a package as delivered prior to dropping it off. If you are still unable to locate your package, please contact the carrier.

  Business response

  12/17/2021

  We advised in July to dispute charges with bank.  Verified with Courier that packages were delivered. They provided  pictures of if being left at front door. Laser ship tracking number: ***************  

   

  Business response

  12/17/2021

  We advised in July to dispute charges with bank.  Verified with Courier that packages were delivered. They provided  pictures of if being left at front door. Laser ship tracking number: ***************  

   

  Customer response

  12/20/2021

  [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: I was not informed to dispute with my bank. I was told to file a police report, which the local police department told me without a witness they would not come out to file a report. I also was never forwarded said “pictures”. Please forward the photos.
  
  Regards,
  
  ******* ****** 
  

  Customer response

  12/20/2021

  [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: I was not informed to dispute with my bank. I was told to file a police report, which the local police department told me without a witness they would not come out to file a report. I also was never forwarded said “pictures”. Please forward the photos.
  
  Regards,
  
  ******* ****** 
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on 11/20/21. My order number is **********. My order tracking has been stuck for over a week. I asked customer service about it, and they said my package was delivered, even though the tracking clearly shows it has not been, and it appears to be stuck in the system. I have been a customer or Urban Outfitters for over a decade, I have spent a lot of money there, and I am so disappointed that the one time something has gone wrong customer service seems to not care to do anything to rectify it.

  Business response

  12/07/2021

  ******,
  
  ********** - order was processed and shipped out in 2 separate packages. The first package that shipped out Postal service. The tracking number ********************** shows the following Your item was delivered in or at the mailbox at 2:01 pm on November 24, 2021 in LYNDEN, WA *****. . That package contained the following 3 items. ****** Shorts Blue Peacock - ****** ****** Socks Blue Spruce - *********** ******* Cozy Socks. The second package that shipped out was with *** ****************** that show this package was transferred over to the postal service with a new tracking number ************************** that shows the following Your item was delivered at the front door or porch at 11:39 am on December 1, 2021 in LYNDEN, WA *****. That package contained *** *** ****** Printed Fleece Jacket. A refund was issue back on 12/6 for the ****** Shorts Blue Peacock L in the amount of $21.70 for an item you claimed you never received. Then on 12/7 a refund was issued back for the *** *** ****** Printed Fleece Jacket Mountain in the amount of $182.78. A refund was issue back on 12/6 for the ****** Shorts Blue Peacock L in the amount of $21.70 for an item you claimed you never received. Then on 12/7 a refund was issued back for the *** *** ****** Printed Fleece Jacket Mountain in the amount of $182.78. Please let us know if you have anymore issues with your non receipt claims on this order.

  Customer response

  12/08/2021

  [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

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is regarding order **********. I ordered a t-shirt dress on 11/17/21 via 2-day shipping and UO wont send it to me...I've already paid for it!! This company is so ridiculous and their customer service team is horrible! I've spoken to sooo many supervisors and have caught them all in a lie. One supervisor told me the item was packed and on the delivery truck, the next told me it still hadn't been picked or packaged for me, the next told me it would arrive by Wednesday....each day a new story!!I WANT THE SHIRT THAT I PAID FOR!!!I already told a family member that I purchased it as a gift!!!!What's worst is that UO sent an email to me claiming to have the shirt on hold for me for 7 days....WHERE IS IT??!

  Business response

  12/02/2021

  ********,

  Order details - ********** - placed on 11/17. One item out of two has been processed and shipped out. *** *** ******* **** *** ******** Crew Neck Sweatshirt Sky S shipped out on 11/18 via *** tracking ****************** showing it has been delivered on 11/19. The second item the *** ******  T-Shirt Dress Black S/M is currently processing in our warehouse and should ship out within the next 48 business hours or less. Please keep in mind, we never charge for items that are not shipped out. You might see a pending transaction amount but we have only charged your account for the first item shipped out on 11/18 for $17.51. 

   

  Thank you for your patience and understanding.

  Sincerely,

   

  Customer service Management team.

  Business response

  12/07/2021

  resolved as per conversation with customer on 12/6

  Customer response

  12/12/2021

  [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]
  
  I would just like to notate that every UO supervisor I spoke with regarding the shirt blatantly LIED. I was told the item was picked and on a truck on it's way to me. I waited nearly a month for this item. After being given the run around, I sent an email to 3 of UO's executive team. I soon received a phone call from a supervisor stating the item had never been picked or in the process of being shipped as I been told by at least 9 different supervisors. She stated the item was out of stock and they'd be unable to ship...how disappointing. She blamed it on an inventory error, but that doesn't explain why 9 supervisors stated they could see in the system that the item was on it's way to me. I'm partially convinced someone within UO's warehouse stole/kept the shirt for themselves. The item was in stock when I placed the order and all of a sudden it's missing/not in stock?I was offered a $30 credit, but that doesn't really make up for lying to me for nearly a month straight and leaving me without a gift for a loved one so close to Christmas.I've been a UO customer for nearly 15years and I can honestly say that this was my last purchase. Going forward, I'll purchase items directly from the bands/artists themselves. This BBB case can now be closed. Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************
  

• Initial Complaint

  11/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had spoke to Frank C******* on the phone after being told they needed to investigate my missing package. I had informed them that the courier had left the packages outside of a secured building along with other tenants packages at night (9:38 PM). I had found my packages, with others, torn open and discarded all along the sidewalk two blocks away when walking my dog. They had been stolen. I reached out to the courier who had told me to reach out to the retailer. Frank did not take the time to listen to my concerns but just spoke over me with a script. I was informed I will not be refunded. This is frustrating, as I have been a shopper for years. I am filing a police report with his contact information and disputing this with my bank. I know the retailer is liable until the package is received. This is business malpractice and horrible customer service. I’m not going to shop here again.

  Business response

  12/07/2021

  Order ********** has been refund fully refunded as of December 7th. Please allow 1-3 business days for the refund to post.

*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. ↩