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Business Profile

Retail Stores

Urban Necessities

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 16, 2024, I requested for my cosigned inventory to be shipped back. On June 18, 2024, I was issued an invoice for $1,418 which I paid on June 19, 2024. Ever since, I have been given incorrect timelines of when my items would be shipped back. I have yet not received my items and it has been 3 months since I paid the invoice. I have contact the business multiple times and have been promised that the items would be shipped within the week.

  • Initial Complaint

    Date:08/09/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been a consignee of Urban Necessities for quite a bit of time and for the most part have had a positive experience until they changed their terms and fees without allowing consignees to get inventory back for a reasonable charge. This led to me deciding to file a return request to get inventory back in my possession. After weeks of no response on the return request I finally received a invoice to ship my shoes back. The invoice was $1163 to ship back 38 pairs of shoes with a value of about $15,000. Keep in mind there was a storage fee of $576 and a shipping fee of $575. I paid the invoice on 03/14/2024 and patiently waited for my inventory to return. After about a month I started emailing Urban Necessities to ask when my shoes would arrive. They would tell me that there working on it and it would be in the coming weeks but still barely got an answer other than maybe one every few weeks until May when they had told me that my shoes had been split up and some were in *********** and some in ********* which by the way was never agreed upon when I signed up and according to my listings, all shoes should have been in *********. I kept pressing them about when they would return and still heard nothing until I received about half at the end of June and the remaining pairs came in at the middle of July. The story doesn't end there though. When I received the boxes, not all of the shoes were accounted for and actually some never got shipped and one actually came back to me as 2 right side shoes. To this day I am still waiting on a payout for shoes that I never received. Though the whole process I have requested refunds but have been denied every time. I also would have expected after paying so much money to get my shoes back that they would be undamaged when they returned but I was horribly mistaken. Finally I would like to note that this whole experience costed me 4 months of time while being out $15,000 of inventory plus the cost of the invoice.

    Business Response

    Date: 08/13/2024

    All items have been shipped back to consignor and any items that were sold and he did not receive will be paid out. Any sold items the consignor paid shipping fees for will also be refunded. 

    Customer Answer

    Date: 08/14/2024

     
    Complaint: 22114368

    I am rejecting this response because: The situation you caused and failed to manage properly has led to a rightful refund of the total amount billed via ******* Though the items have finally been returned, the premise of my refund request stems from the poorly executed work from management.  It has been 4 months and this situation has still not been handled.

    Sincerely,

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

  • Initial Complaint

    Date:06/13/2024

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased shoes in-store but I wanted it to be shipped to my house I brought it on June 1st and it's been *********************************************************************** 2 days and it been 3 days and it hasn't shipped yet my order number order number is ****** this is horrible business practice the location in LA is poor

    Business Response

    Date: 06/15/2024

    There was a delay in shipping, but we have now shipped the item out to the customer. Tracking number: ****************** 

  • Initial Complaint

    Date:03/20/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order online last week on 3/13 and my credit card was charged and I have not received any information regarding shipment. I have sent an email and also contacted them through social media. I have also contacted the store in ********* through the property management company since they do not have a listed phone number and there has been no response. The website says that orders ship within 2BD yet it has been a week. It is impossible for me to find someone to speak with regarding the status of my order and they have already charged my credit card.

    Business Response

    Date: 03/21/2024

    There was a delay in responses. Customer has been fully refunded. 

    Customer Answer

    Date: 03/22/2024

    There has been no response from the company as they mention in their comment below. I have contacted them multiple times with no response.
    We disputed our purchased amount on our credit card and got refunded through the credit card company and not the business directly. 
    I would like this noted as this company does business fraudulently and warn other consumers. 

    Customer Answer

    Date: 03/22/2024

     
    Complaint: 21457404

    I am rejecting this response because: There has been no response from the company as they mention in their comment below. I have contacted them multiple times with no response.
    We disputed our purchased amount on our credit card and got refunded through the credit card company and not the business directly. 
    I would like this noted as this company does business fraudulently and warn other consumers. 

    Sincerely,

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

    Business Response

    Date: 03/24/2024

    Customer has been fully refunded. 

    Customer Answer

    Date: 03/25/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:01/11/2024

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered a Saturday Purple handbag from this business n 1/3/2024. I received an email requesting a copy of my id and credit and which was very strange for this day and age. I responded and heard nothing else since. I have not received a shipping email or anything.

    Business Response

    Date: 01/14/2024

    Customer's order was flagged as a fraudulent order. The customer was emailed to confirm credit card and ID to confirm payment in order to proceed with the order. We understand that the customer was not comfortable with sending this information, therefore, we had to cancel the order. We've informed the customer they may use another form of payment to place the order again.

    Customer Answer

    Date: 01/16/2024

     
    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.

    Sincerely,

    Iriech Washington

  • Initial Complaint

    Date:11/30/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am writing to express my disappointment and concern regarding a recent purchase I made at Urban Necessities On November 22nd, around 3:00 pm ET, I visited this establishment and was assisted by salesman who allowed me to try on a pair of shoes before making the purchase.Given my previous experience with a factory defect in the initial pair, I took extra care to thoroughly examine the shoes before completing the transaction. I requested to have the shoes I purchased shipped to my home. Regrettably, upon opening the box at home yesterday, I discovered that the shoes I received do not match the ones I tried on. Furthermore, the received pair exhibits defects that raise questions about the authenticity of the product and the store's quality control procedures.I am not seeking a refund but rather the prompt replacement of the shoes I initially purchased in-store. Unfortunately, my attempts to contact their customer service via the inaccurate phone number listed on the website, as well as through ****************** and email, have been unsuccessful, leaving me concerned about the accessibility of your support channels.I am hopeful that this matter can be promptly addressed, reaffirming my trust in the authenticity and customer service standards of this store.

    Business Response

    Date: 12/14/2023

    We've responded to customer and been in contact. We will be sending a new pair as soon as the item arrives at our store.

  • Initial Complaint

    Date:10/10/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Sunday October 1st I purchased a pair of shoes from Urban Necessities via ***** They labeled the shoes **** instead of ****C, so when I put mens size **** in the search bar, these came up. I purchased them and when I read the feedback I noticed there was negative feedback about mens vs preschool sizes, I immediately sent a cancellation request lets than 20 minutes after purchasing. I emailed them and sent a cancellation request and they denied my cancellation request. It is October 9th and they have yet to give me a refund or even ship the shoes since they are denying my request to cancel my purchase (not that I want them to ship my shoes). All I want is for them to cancel my order and return funds to my account.

    Business Response

    Date: 10/10/2023

    Cancelation has been in process. 

    Customer Answer

    Date: 10/10/2023

    Its $235.45 total and it clearly says Cancelation Rejected. As long as they can cancel the order and refund me $235.45 we can move on and close this case. TY 

    Customer Answer

    Date: 10/10/2023

    They need to go into the **** page and manually cancel my order. I also sell on **** and it has to be manually done. 

    Customer Answer

    Date: 10/11/2023

     
    Complaint: 20717359

    I am rejecting this response because: they have not even tried to refund my money. I need them to refund me asap. 

    Sincerely,

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

    Business Response

    Date: 10/16/2023

    Customer has been refunded

    Customer Answer

    Date: 10/16/2023

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:05/17/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 13,2023 my *********************************************************** for Mothers Day that cost approximately 500 dollars a rip OFF (but definitely appreciated my son trying to make my day special) , but instead I cant wear the shoe cause the shoes has over three defects a **** on the back ,the stitching inside the shoe (material over laps which is thick and the shoe is too tight). I reached out to the store several times and of course they said all sells final no exchanges nor refunds. I wasnt asking for the money back I just wanted to exchange the shoe for a better pair since we did pay 500 dollars. This store is not about the community theyre overpriced and not being held accountable for ripping people off for their manufacture company errors/defects and them selling product but not checking their own product before selling it. I wish my son would of read the reviews then he would of known NOT to shop there.

    Business Response

    Date: 05/31/2023

    Issue being resolved with customer - UN Support Team

    Customer Answer

    Date: 06/01/2023

     
    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.

    Sincerely,

    Java ******

  • Initial Complaint

    Date:03/13/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase while in store and had it shipped to my home, charged that day. Its a few days later and I received an email asking for a picture of my credit card and my photo ID. I saw reason to be concerned such a request was made, fraud came to mind. I emailed the company for a response to my questioning this request, no response. I still see no progress in shipping and no response from this company so I chose to dispute the charge since I have received no goods. This company seems to be a little sketchy and their practices questionable.

    Business Response

    Date: 03/13/2023

    Customers order was flagged as fraud in our system. Customer was emailed on 3/9/23 for a photo of ID and Credit Card used to make purchase in order to fulfill order, we usually give customers about 3-5 days to respond before order is canceled. 

    Customer Answer

    Date: 03/13/2023

     
    Complaint: 19587880

    I am rejecting this response because: I contacted them 4 separate times with no response. I finally received an email this afternoon only after contacting BBB. This company has shady practices and I personally feel anytime a company requests pictures of personal information it seems very likely they are involved in reckless behavior and can possibly conduct fraudulent activities. 

    Sincerely,

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

    Business Response

    Date: 03/14/2023

    Hello,

    The reason we ask for pictures of ID's and credit cards from high risk fraud orders, is simply to protect our customers and our company. We've never had an issue from customers when asking for verification. These emails asking for this information are sent out for every order that is flagged. This is our policy and if a customer does not feel comfortable sending their information in, we will gladly refund them right away. ***************** has already been refunded. 

    Thank you.

  • Initial Complaint

    Date:07/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order a pair of ***** slides on July 5th after multiple attempts to contact seller have not got any information got a email 2 weeks ago that the item was shipped never received a tracking number or any information about shipment. called Fedx to try to track shipment and they have never received product from urban necessities and can not track a item without a tracking number all in all very unsatisfied with this company. customer service is horrible I attempted to buy these same shoes at the store my last day in Las Vegas but the owner was complaining that a pipe burst in his business so if we wanted anything to just order it online after our experience I will no longer be spending my money at this shady establishment. I would like a full refund they charged me 21 dollars in shipping if you spend over 100 dollars is what is advertised on their website my order was 174 so it is obviously over the 100 dollar mark at this time it is not about the money these business can't continue to operate this way with no way to contact them I left multiple emails that have never been answered they steal peoples hard earned money and never send out the products. I have a order number and receipt from PayPal. I've read this happens with this company more times then not I hope the better business bureau will at least give them a bad mark for their treatment of costumers

    Business Response

    Date: 09/05/2022

    Business Response /* (1000, 5, 2022/08/05) */ Hello, This order was shipped on 7/27/22 On the date the order was placed our system experienced a glitch that forced us to push through orders which we then had to reconcile at a later date. The order shows as delivered via this tracking number ************

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