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Business Profile

Clothing

Urban Outfitters, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

This profile includes complaints for Urban Outfitters, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Urban Outfitters, Inc has 63 locations, listed below.

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    Customer Complaints Summary

    • 266 total complaints in the last 3 years.
    • 90 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/10/2022

      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.
      Item bought on July 30 the order number ********** First 2 package shows delivered but there is no *** truck been here evenly The third package https://wwwapps.***.com/WebTracking/track*************************************************************************** it still shows pending and cannot confirm it been delivered.Then I contact their customer service, they told me the *** can confirm the item been delivered and cannot issue the refund. I was bought everything in UO store just wanna try the online purchase. It is so unfair to customer

      Business Response

      Date: 08/20/2022

      We are sorry to hear that you did not receive your packages. A refund of $175.36 was issued on August 20, 2022 due to the tracking not being updated for the package ******************. The packages ****************** and ****************** were both confirmed delivered on August 3, 2022 by the carrier. A refund was issued as a courtesy for the first claim filed for package ******************. The refund of $1,344.45 was issued on August 11, 2022. A refund will not be issued for ****************** due to delivery being confirmed. 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.

    • Initial Complaint

      Date:08/08/2022

      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.
      Hello,I tried to place order on UR but my order is always cancelled. This has happened a couple time and extremely annoying. every time I contact the customer service, they just say they are woking on it and there's no more response. I have posted my experiences on ******/urbanoutfitters and keep updating on the forum about this issue. There are fellow ****** users that suggeted me to file a complaints through BBB since UR is non responsive. My request is to make sure my account is normal so I can make purchases

      Business Response

      Date: 08/19/2022

      After thorough review, we regret to inform you that due to multiple claims related to non-receipt of merchandise, you are no longer eligible to shop online with Urban Outfitters, Inc. brands. This includes Urban Outfitters, Anthropologie, Free People, BHLDN and Terrain.

      We apologize for any inconvenience this may cause.


      Sincerely,
      UrbanOutfitters.com

    • Initial Complaint

      Date:07/29/2022

      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 ordered a pair of shoes off urban for 124.24. I ordered an 8.5 and they sent me a 7.5. I had talked to two different people about this issue and how upset I was because the shoes were sold out right after I bought my pair so their was no chance at an exchange. They had told me to return the shoes and get my refund, but it was upsetting that they couldn't do anything else for me. I mean, I ordered the correct shoe size and they sent me the wrong ones, now I have to go to the trouble of sending them back for a refund? This is the companies fault, and I asked if someone else had said they possibly received my size and there was a mix up, but they ignored my question. It was a very frustrating overall experience and it was in no way my fault for the wrong pair of shoes to be delivered. At risk of sounded like a B, this is a huge company and I expected a full refund without going to the trouble of having to return the pair of shoes at all. That, or more help in finding out if my pair of shoes had been sent to someone else and there was a mix up.

      Business Response

      Date: 08/02/2022

      Thank you for contacting. I do apologize for the negative experience that you having with your order. A full refund was issued for the item on July 28th for $124.24. Please allow 1 to 3 business days for this to appear on your banking statement. You do not have to worry about returning the incorrect items back to us. This information will be notated on your account & you will not be penalized. We apologize that the items were not available for us to reship back out. We appreciate your business. Thank you for shopping with us. 

    • Initial Complaint

      Date:07/12/2022

      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 made a purchase with Urban Outfitters on March 28th, 2022 in the amount of $863.84 and my order didn't go through but payment did. No one notified me of the failed order, I had to wait until I realized my package was never delivered and had to contact Urban Outfitters myself. They were unhelpful and kept telling me they would look into it. I have been on the phone countless times since March with their customer service staff and have been told lies that they are in the process of resolving the issue. It is now July 12th and I do not have my $863.84 back. They have not been helpful, or empathetic, and have provided the absolute worst customer service. They have lied to me about resolving the issue because every time I call and follow up, they do not have an answer for me. They say they have sent the funds to my bank to approve and accept into my account, but every time I call my bank, they see nothing on their end. Now that it is 60 days past the purchase days, I cannot dispute this charge but that wasn't even a thought of mine since Urban Outfitters said they would resolve the issue in a few business days. This business has gone completely downhill. They must be hurting for money since they are keeping it from their customers.

      Business Response

      Date: 07/18/2022

      Thank you for contacting us. We provided this information to our finance support team & they have confirmed that the refund has officially been released back to ******** of which the customer provided us with confirmation as well. We apologize for any inconveniences that this has caused. 

    • Initial Complaint

      Date:06/28/2022

      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 order over $150 worth of items and I never received the package containing majority of the items I bought included a pair of $100 shoes. Urban Outfitters and their shipping company claimed it was delivered to my address. I informed them I never received them and they both claimed to open an investigation and told me it was delivered and refused to offer proof of delivery, a refund, or to send new items.

      Business Response

      Date: 07/07/2022

      A refund of $135.58 has been issued to the original method of payment. Please allow up to 3 business days for this to be posted by your bank. 

      Customer Answer

      Date: 07/10/2022

      [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

      Date:06/16/2022

      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’ve ordered 2 vinyl records from Urban Outfitters. Both Records have been put on back order since the order was placed. One of the records was pushed to an even later date. I’ve tried to get in contact with the customer service to ask why this happened and they have not given me a reason that the items continue to be delayed in shipment. They have not connected me with anyone to help find out why these items are being delayed and have continually told me that this sometimes happens and there’s nothing to be done. I’d like to know why the items have not come into stock as expected and what is causing these delays. I also made two reviews corresponding to the products on the website which have not been posted.

      Business Response

      Date: 06/17/2022

      Backorder dates are subject to change as stated on the Urban Outfitters website:

      "Occasionally, an item for sale on UrbanOufitters.com has not yet been received at our distribution center or is so popular that it must be restocked. You may order a backordered item to reserve your favorite color and size, but it will not be shipped to you until it is in stock. The expected ship date will be listed when you add an item to your Shopping Bag. Backorder shipping dates are subject to change in rare instances. We will notify you with any date changes."

      If a customer doesn't want to wait on the backordered item to come back in stock, they may cancel the item/order.

    • Initial Complaint

      Date:06/12/2022

      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.
      Ordered 2 items ********** and **********, Tracking shows both items delivered on 5/12/22 but I didn't received anything, contacted urban outfitters the same day 5/12/22 and let them know no packages received even tracking shows delivered. Customer service ask me to wait for another few days. After a week still nothing shows up so I contact them again for about around 4-5 more times, they only reply me with a email template and ask me to file police report or claim my home insurance. No refund or exchange mentioned at all, so right now I am out of around $400 and no product received.

      Business Response

      Date: 06/13/2022

      Hello ***, 

      I apologize that you did not receive your shipments. The carrier verified that your packages delivered to the address on file. If you did not receive your shipments, 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. Finally, if you prefer not to do any of those options listed above, you can dispute your charged with you card company.  I apologize for any inconvenience this may cause. 

    • Initial Complaint

      Date:06/11/2022

      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.
      Hello, I have been urban outfitters customer for more than 5 years, and I was always satisfied, I decided to order it online first time, and I had an issue with my package. I didnt receive it, but the urban outfitters told me it was delivered. My order number is: **********. It was drivers mistake or it was stolen. I was very disappointed because I was going on vacation and planned to take it( the ******** photo camera), I called customer service twice. First Lady told me they would ship me replacement or issue the refund within next 72 hours. I waited, nothing happened, then I called again and another representative told me I was denied the refund because they have foto of some front door , But this is not even my door! The picture is blurred and it doesnt show my apartment number. I asked for representative to file a claim again, she stated I will receive email within 1 hour, but again- nothing! Im so frustrated that I have to go through this calls, messages, and not being able to take the product with me to vacation! Especially, when they claim that order was suspiciously delivered, and giving misleading information each time I call. The package is 95$. Neither I could take my product to vacation, nor I was issued a refund! Please take care of this issue, because I love urban outfitters, and dont want this situation to break my relationship with the company. At this point I want the refund back to original payment method

      Business Response

      Date: 06/13/2022

      So sorry you did not receive your package. We refunded your package on 6/12/2022 in the amount of $95.23. 

       

       

    • Initial Complaint

      Date:06/05/2022

      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.
      Hello I called in the morning because my order got cancel ********** and they told me, my account got ban because of a return I didn't make, I did make the return, matter of face I actually called because that order was the wrong item, I only send the wrong item that was sent to me. Please unban my account

      Business Response

      Date: 06/06/2022

      Unfortunately, due to previous claims with the company, we have deactivated your online account. As a result, you will no longer be able to place orders on our website.

      We have done this to protect both you and us from experiencing any further difficulties. Please do not attempt to place further online orders, as Urban Outfitters Inc. will not be able to accept responsibility for them. Instead, enjoy our products at one of our stores, where you can shop with less risk of inconvenience.

      Respectfully, Urban Outfitters Inc.

    • Initial Complaint

      Date:06/03/2022

      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 hair curler it said delivered left at front door I never received my order and they are basically calling me a liar saying the shipping company said they delivered it when I didnt.

      Business Response

      Date: 06/04/2022

      Order ********** has been refunded in full. Please allow up to 3 business days for this to reflect onto the original method of payment. 

      Customer Answer

      Date: 06/06/2022

      [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,

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

    Urban Outfitters, Inc is NOT a BBB Accredited Business.

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