ComplaintsforUrban Outfitters, Inc

• 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.

• 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

  08/01/2023

  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

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