ComplaintsforUrban Outfitters, Inc

• Initial Complaint

  08/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 5-27-23 an ***** Storage console was ordered with **** card ending in ****. Order confirmation #**********. It was to be delivered to ***********************************. Order was shipped and supposed to be delivered on 06/05/2023. The item never was delivered by **** There is a **** camera and a notification came to the buyer that the delivery arrived. No pictures of anything on the camera and the party was home at that address. She looked outside, went to the address *********** in front and no package was delivered. Urban Outfitters did not ship it with a SIGNATURE REQURED and now the buyer is out $279.76. *** has no "proof" it was that it was delivered or not delivered and since the transaction was by debit card not credit card, the bank will not credit the non delivery. Urban Outfitters should refund the money or re send the merchandise with signature required. This is a large package that was probably left with the wrong address since the location of the delivery was a back house/additional dwelling unit on a busy street. The *** driver would have to bring a dolly to deliver it and nobody saw a *** driver delivering it

  Business response

  08/11/2023

  Unfortunately, Urban Outfitters is unable to set up shipments for Signatures at Delivery. A refund has been issued as of August 11, 2023. Please note, it can take up to 3 business days for the bank to process this refund. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for a UO membership two days ago. Only after making the payment did the website mention that it shares the same membership through Free People that I already own. I instantly emailed UO to request a refund, but I was told to wait two days. Then, I was told that no refunds would be issued, even if I had paid twice for the same thing.I then called customer service to speak to a supervisor, but I was met with rude and unhelpful behavior. The supervisor refused to acknowledge my point that it was unreasonable to make me pay twice for the same membership. She argued and meaninglessly repeated that they had already submitted a cancellation request for my membership.She doesnt mention refund at all. Only cancellation of membership. However, I had already submitted a cancellation AND refund request two days prior, and I had not received the help I needed from UO.I am very disappointed with the way that UO has handled this situation. I feel that I have been treated unfairly, and I am not sure under what policy it would be okay to make a consumer pay twice for the same membership. Additionally, there was no disclaimer to inform consumers that it is the same membership before prompting them to pay. I am filing a complaint, and I will continue to pursue a refund until I am satisfied.

  Business response

  08/11/2023

  After review of the customer's account, we have verified that the duplicated UP Membership was cancelled as of August 10, 2023. In addition, the $48 charge was reversed. Please note, it can take up to 3 business days for your bank to post this refund. 

  Customer response

  08/13/2023

  [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:
  Business never promise they will refund me after they are informed I am charged twice for the same membership, all they ever admits in writing is they will cancel duplicate memberships, with no mentiong of refund after my repeated request of refund. As a result,I had to contact my bank to dispute the charge, it is hard to say what the dispute outcome would be, since it takes months to find out the dispute outcome.

  Please refund then I can withdraw the dispute and not have to wait months for dispute. 
  
  Regards,
  
  ***************************

  Business response

  08/15/2023

  This charge was refunded on August 10th. It can take the bank up to 3 business days to reflect the refund. If the customer does not see this refund, they would need to address it with their bank. 

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the ****** arm chair back in April 2023 under **********. The chair had a defect on the leg. I contacted customer service by chat to explain the issue (I have the transcripts) and sent all of the required information. The particular color was no longer in stock so my only option was to get a refund and return. The customer service rep informed me that someone would be in contact with me to arrange for pick up of the chair (I'm attaching the transcript). I waited. I then called in May and was told the same thing. I waited. By June, I figured that UO no longer cared to have the chair back and I got rid of it by July. I attempted to place an order for a media console under **********. Unbeknownst to me, my account is blocked because of what UO failed to do under **********. Why am I being punished for this? Someone was supposed to call me to discuss the account hold in 48 hours and yet again, they failed to call. I ended up having to call and I spoke to a supervisor named *** ******* and she said that there's nothing she can do to remove the account hold and that I should have called to speak to a manager when no one picked up the chair. Why should I have do this? Where is UO's accountability? What are UO's SOPs regarding returns and why does it involve the customer having to call multiple times and complain to a manager in order for them to successfully do their job? Why is the first line of communication from them regarding this matter an account hold? She never acknowledged any of UO operational short-comings (couldn't prove that anyone called or emailed me for pick up, couldn't provide me with the return authorization # that was allegedly processed, etc.), just kept pointing the finger at me. I've since attempted to contact a manager in order processing and yet again, no one has called me back. This is my last resort at a resolution. I want the account hold removed. It's unfair to the customer!

  Business response

  08/29/2023

  An email was sent out to advise customer to reach out to ************** to assist with the account hold. 

  Customer response

  08/29/2023

  [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:
  I contacted the phone # provided and there has been no change to my account or anyone willing to assist with the account hold issue.  
  
  Regards,
  
  ***************************
  

  Customer response

  09/13/2023

  I have received no resolution.  They failed to pick up my returned item despite multiple attempts to notify them to do so and then put a block on my account because they never received the returned item.  The returned item (a large chair) sat in my house for a while before I got rid of it.

  Business response

  09/30/2023

  The hold will not be removed unless a chargeback is placed for the chair on order **********.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased 5 ***** **** jackets on June 16th for 1765 dollars and 10 cents. I then filed for a return June 21st. It is now August 1st and I have not received my money. I wrote to the company numerous times, and was told by many different representatives I would receive my refund in 3-5 days, yet nothing actually happened. I have gotten to a point where the company keeps stating this and are unwilling to refund my money. The package clearly shows it was delivered as well.

  Business response

  08/03/2023

  This return has not arrived into our warehouse.  We do not have a warehouse in KY.  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Returned a faulty product and after contacting UO multiple times with every single time being a different resolution My package has been stuck in transit at the same location for over a week. The original sales date was 12/20 order number ********** The returns process has gotten beyond ridiculous and the worst part is every customer service agent has a different response. When a package hasn't moved in over a week there is an obvious issue and its more than likely lost

  Business response

  08/03/2023

  Hi I show that a e gift card was processed 8/1/23, that order is **********

  Customer response

  08/03/2023

  [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

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The transaction with Urban Outfitters occurred 4/24/23 for the amount of $85.00. This was an e-commerce transaction and the product (shoes) came in the mail in two days. When the shoes arrived, the merchant (Urban Outfitters) had left the "hard tag" (anti-theft device) on the product and I was unable to wear them. I contacted Urban Outfitters for a solution and was able to connect with a customer representative, who helpfully informed me to take it into one of their company stores. The customer service system was helpful but also required a significant amount of time (30 minutes) to actually connect with a representative who could provide help. At this point, I travel to take the shoes into the store, which also took a significant amount of time (1 hour). When I entered the store, I was harassed by an employee who accused me of stealing the shoes I was made to feel very very uncomfortable at the register. I was dismissed and not given the opportunity to speak with the manager. I returned home and called customer service again again taking several attempts and great amounts of time before successfully connecting with a customer service representative. Again I was informed to take the shoes into the store and that there would be a proper coordination and a manager would be informed and the shoes would have the hard tag removed. Again I return to the store and this time connect with the manager, who informed me that she would not be able to remove the tag, it was a company policy. At this point I was highly skeptical that this company would be able to successfully remove the hard tag and I decided to abandon the product. Not only have I not received a refund, but my credit card company was not able to process this dispute on my behalf. My credit card company instructed me to reach out to BBB for resolution. Please help.

  Business response

  07/24/2023

  Hi *******! We are sorry to hear this happened. A refund of $85.00 has been issued to your original form of payment. Most credits post within 1-3 business days. We apologize for any inconvenience. 

  Customer response

  07/25/2023

  [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

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are a very small interior design business in Austin, TX. We order from Urban Outfitters and Anthropologie for every project we do and place thousands of dollars of orders with them per year. On Aug 1, 2022 we placed order #********** for three lamps, totaling $1081.75. When the lamps arrived in November, all three lampshades were dented and damaged. During our install on December 20, 2022, I reached out to Urban Outfitters for replacement shades or a partial credit to replace the shades locally, and over the phone I was told by somebody at Urban Outfitters that they could not send shades without lamps and could not issue a partial credit, so they would be giving us a complimentary full refund on all the lamps. I was quite surprised and grateful, and passed on the news to our clients that day. On February 8, 2023, we were issued a full refund. On March 24, 2023, I was notified that our account was restricted. After contacting Urban Outfitters to find out the reason for the restriction, I found that the person I'd spoken to in December had created a return for the lamps rather than simply issuing a complimentary refund. I have called Urban multiple times, spoken to the debt dispute department, asked for a manager, and am never allowed to speak with someone higher up. I was -- after multiple calls and multiple requests to speak to manager with no luck -- told that they would review the phone call I had had in December 2022 where the refund was offered. They said they would reach back out in 24-48 hours. This was over two weeks ago. I have heard nothing, and have reached out by phone, chat, and email, and have received no answers. We have multiple orders for over $1,000 that we are ready to place through Urban Outfitters and Anthropologie that we are not able to place with our restricted account. It is holding up our client projects and causing friction with our clients. I would like our account to be taken off restricted and our debt to be forgiven.

  Business response

  07/26/2023

  This hold was removed 7/21/23

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a toile duvet cover that was discounted by 30% and the next thing I new I had an email telling me that my order had been cancelled for no rhyme or reason. I first sent an email to the company asking for an explanation and then I called the company and spoke with a representative. This took place about 2 weeks ago. The representative informed that there was a hold on my account and I was flabbergasted to find out about this. She the informed me that she had escalated the matter to the team that could help me take care of the hold and they would be contacting me within 2 hours that day. As I said, that was 2 weeks ago and I have yet to receive a response or any form of correspondence from them. They have not had the decency to inform as to what the hold was about or how I could take care of it. I have spent thousands and thousands of dollars at Urban Outfitters and so I am confused at their lack of care of customer service. I feel like I am being treated like someone who has done something heinous to them and I know this not to be the case. I have tried to contact them multiple other times and still have not received any sort of acknowledgment. I would like to get to the bottom of this maltreatment and figure out how to go forward from hear. I would also appreciate an apology for such lackadaisical and even somewhat disrespectful treatment.

  Business response

  07/25/2023

  We are sorry to hear this. The hold on your account is currently being reviewed. You will be contacted via email with a resolution once the investigation is complete. We apologize for any inconvenience. 

  Customer response

  08/15/2023

  
   Complaint: ********
  
  I am rejecting this response because:
  
  Urban outfitters never responded to claim to explain why there was a hold on my account. I spoke to someone and they said it was due to a dispute and that I had to get my bank to reverse the dispute but that was almost 2 years ago and I no longer use that bank and cannot do this. I ordered a toile duvet cover that was discounted by 30% and the next thing I new I had an email telling me that my order had been cancelled for no rhyme or reason. I first sent an email to the company asking for an explanation and then I called the company and spoke with a representative. This took place about 2 weeks ago. The representative informed that there was a hold on my account and I was flabbergasted to find out about this. She the informed me that she had escalated the matter to the team that could help me take care of the hold and they would be contacting me within 2 hours that day. As I said, that was 2 weeks ago and I have yet to receive a response or any form of correspondence from them. They have not had the decency to inform as to what the hold was about or how I could take care of it. I have spent thousands and thousands of dollars at Urban Outfitters and so I am confused at their lack of care of customer service. I feel like I am being treated like someone who has done something heinous to them and I know this not to be the case. I have tried to contact them multiple other times and still have not received any sort of acknowledgment. I would like to get to the bottom of this maltreatment and figure out how to go forward from hear. I would also appreciate an apology for such lackadaisical and even somewhat disrespectful treatment.

  Removal of hold
  Regards,
  
  **** ******

  Business response

  08/17/2023

  We apologize for the misunderstanding. The restriction has been removed from your account. An email confirmation was sent on August 7, 2023. 

  Customer response

  08/18/2023

  [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

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with UO last week and it was two pairs of *************** shoes totaling $240 and it was scheduled to arrive on Saturday July 8th/2023. When A package arrived on Saturday it was only one pair of shoes and contacted customer service and filed a missing item. They get back to me today (07/12/23) and said they deny my claim since they shipped it in one box which is untrue because the only box delivered was very small and in no way could carry two pairs. I spoke to someone over the phone more than once explaining I dont want a refund but simply the shoes I paid for yet the refuse to help in any way.

  Business response

  07/12/2023

  Your exchange order has been processed. You should received a separate notification.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a ***** 6 Drawer Dresser from Urban Outfitters on 11/09/2022 and paid $116.41. The order number is **********. The dresser arrived on 11/22/2022 but there were six missing parts and I was unable to build the dresser. I filed a missing parts request that same day, and on 2/6/2023 I was finally sent parts but they were wrong. I filed another missing parts request that same day. Today, 07/07/2024, I called to ask for an update on the missing parts. Urban Outfitters told me they no longer do missing parts requests and since its been more than 30 days I am not eligible for a refund. After over eight months I have a useless half built dresser and wasted $116.41. Could you please help me with this? At this point I would like at least a refund.

  Business response

  07/07/2023

  ****,

  My apologies for the entire inconvenience this issue has caused. I have issue a full refund to your original form of payment today and you should see that credit post back in 1-3 business days. I have requested our support team to get *** out to your home in the next 3-5 business days to collect the defective ***** 6-Drawer Dresser. Be on the look out for an email with your tracking number so you will know when to expect ***. 

  Sincerely,

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

  Customer response

  07/08/2023

  [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,
  
  *************************
  

*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. ↩