ComplaintsforUrban Outfitters, Inc

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern, my name is ****** and I need to file a complaint about urban outfitters and how uo's made two unauthorized charges to my bank account. I made a purchase with urban outfitters for ******, with my ********** ending in ****, on October 1, 2021. You'd didn't accept the approved charge, then made two unauthorized charges in the amount of 132.94, a total of  265.88. The order was for 265.88. The order was for 212.44. A over-charge of 53.44. I did receive three items in two shipments. I called urban outfitters to try to resolve this. I spoke with Erin twice and said that duo's does not owe

  Business response

  10/15/2021

  After reviewing order **********, Payment Process: When you place an order on UrbanOutfitters.com, your credit or debit card is initially authorized (not charged) to ensure funds for the order are available. This authorization hold (not charge) will occur every 7 business days until your order ships. You will be charged when your order, or a portion of your order, has shipped. You will only be charged for the items that are shipped, along with applicable shipping and tax rates. When looking at her charges, the initial authorization was $212.44. One the packages shipped in 2 separate shipments, she was charged in 2 separate payments. 10/1/2021:  $132.94  and 10/12/2021 $79.50.  An authorization removal request was faxed to the customers bank headquarters to remove it. It is up to the bank to then remove the auth.   We are very sorry for the inconvenience but rest assured that those authorizations  will fall off and  only 2 charges will remain. More information can be found here: 

  https://www.urbanoutfitters.com/help/ordering-payment

  Customer response

  10/25/2021

  To whom it may concern, I am writing to you in regards to complaint #********, my name is ******. I have spoke with my bank and urban outfitters has credited my account, ending in ****, but it is not reflected on my balance. Also placed a 70.00 credit, but then made a transaction for the same amount.. My account is still in suspension. Thank you for your help with this matter and look forward to hearing from you. Sincere, ******

  Business response

  10/27/2021

  Based on the information we are receiving regarding the transactions and what is being shared in the complaint, we request that you reach out to our customer service number.  Can you also send us documentation from your financial institution showing that the credit was not applied to your account or showing multiple incorrect charges so we can investigate further.

• Initial Complaint

  10/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a replacement bedframe from Urban Outfitters in July 2021 and they were supposed to pick up the broken bedframe at the same time. After waiting several weeks and storing the bedframe in my 900 square foot apartment for over a month, I sent an email in August 2021 to their customer service asking for it to be removed - I wrote in my email if it was not removed by the end of the month, I would be disposing of it myself. I had no response on the matter and never received any further communications from urban outfitters on how to proceed. Due to the lack of communication, I disposed of the bed as I stated in my email. I heard absolutely nothing from Urban since except for a chargeback request from them, which I did. Now, two months later (October 2021) I received an email from Urban Outfitters saying they are going to schedule a pick up for the old bedframe in 1-2 weeks, and if I don't return it, I will be forced to pay the full price of the bed AGAIN (it was over $500).

  Business response

  10/15/2021

   ********,
  
  I am deeply concerned that your request and our follow through did not happen!  It is very disappointing that we have let a valued customer like yourself down and would like to offer our sincerest apologies for any inconvenience that this may have caused. I have notated your order and accounts to make sure no other charges will be issued. I have also refunded you your shipping fees of  $107.72. You should see that refund in 1-3 business days. It will go back to your **** ending in ****.

• Initial Complaint

  10/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have talked to customer service 3 times in the past two weeks about **********, a coat worth $400 that *** says delivered but I have not received. I had put notifications on my *** orders so I know exactly when they are delivered. I looked outside right when I got the notification and this package was not there. I had also specified required signature for this package given the value. The first customer service rep said that they'd file an investigation and they would email me with choices. I never heard back so I contacted them again. The second rep said that they would refund me right away and that I should see an email shortly. the third rep said that it would take 48 hours but that they always resolve these issues and I should be getting another email. Today I got an email from customer service saying I should file a claim with my homeowners insurance (?). First of all, what is the actual policy? I have ordered over 2000K from this company just in the past 2 months.

  Business response

  10/04/2021

  We looked into the customer's concern and confirmed that the courier has marked the package as being delivered.  If the package was not received we would encourage the customer to reach out to the courier or file a claim with their home owners/renters insurance for a stolen package. 

*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. ↩