The company whose business model is to screw up your order and/or account and be so lazy, indifferent, and/or incompetent so as to do absolutely nothing to rectify anything and literally block customers from ever purchasing again, because they can't be bothered to fix their mistakes. Good, if you're looking to reserve a date in bankruptcy court, I guess. Lol.
Shop Free people, Urban Outfitters, & Anthropologie at your own risk.
And once their regular abysmal customer service ignores you, you'll be blocked by their corporate level staff if you attempt to contact them. An online shopping nightmare. Ugh.

BEWARE EXTREMELY POOR INVENTORY MANAGEMENT

Ordered an expensive product (from a third-party brand that no longer ships to Canada) and was sent the item in the wrong colour, that sucks, but I'm thinking not the biggest deal. I talked to UO customer service to arrange an exchange, they said, "No problem, it will be processed in 1-3 business days" and to expect a confirmation email.
I drove to a physical UO location to return the product.

A whole week later, there was no news on my exchange, so I contacted customer service AGAIN and was told that the item was unavailable and that's why it had been refunded instead. (They had refunded it to my account, but there was no communication that the product was no longer available -- for all I knew the $$ would be taken back out of my account when it was processed.)

There was no concern or explanation offered as if the item was ever actually available - is that why I was sent the wrong colour in the first place? The lady I passed the item off to at the physical location says that the warehouse OFTEN sends people the wrong products.

I'm assuming the item was still in stock when I requested an exchange, otherwise the agent would have notified me then, meaning there should have been a product in my name at that point. To date, the website still lists the item as available even though the new customer service agent told me it was not. I was told "kindly" to "reorder the item once it's back in stock" -- Like I had when I ordered initially? Like I had when I requested an exchange WHILE the item was still in stock? YEAH RIGHT.

Extremely disappointed at this incredibly hassle-filled and unprofessional handling on UO's part.

They charged me for a dress and never sent it. They also don't seem to want to correct their mistake

We purchased online, the wrong item was sent. I e we're told a replacement would be sent to us and they gave us a return label via email for the wrong item. The wrong item was sent back and we still have not received the correct item, reached out again for them to tell me it is out of stock and I would receive a refund. 3 weeks later no refund and I reached out again for them to tell me package is in process to warehouse and I will not get a refund until they receive the product. The WRONG product that we received. It has now been 1 month. We will not be buying from this company again, plus the customer service is not able to provide any information. They did not have the order # or tracking #. Very frustrating experience.

I wish there was an option to give 0 stars.I ordered a sweater, and it was delivered. I got a completely different sweater than the one I ordered, and after being connected to multiple different associates I learned that I had to go through the process of a return for the wrong sweater in order to get a refund on the correct sweater. The cherry on top is that the sweater I wanted all along was now sold out, and they cannot send me a new one. So, if I want to be refunded (which obviously I do) I have to process a return (which is a difficult process) on a sweater that I never ordered in the first place. They offered nothing else. If this company makes a mistake, it will become your fault and there is nothing they can do to help you. I will not feel comfortable ordering from here in the future, and warn others.

They mess up orders, they don't follow up with what they say they will do. Lost packages that never arrive or arrive weeks later. Customer service is terrible! I can't tell you how many time I have been promised someone from customer service will email me with the solution, no one ever does!

Wish I looked at the reverse before I placed my order. I placed my order on Dec 26, and got an email saying it shipped on Dec 27, and the tracking number I received for my package keeps saying ' awaiting carrier pick up ', now it has been over a week, still no updates, when you call the customer service, they just ask you to wait. It's ridiculous, never had a company this had before, never shop there ever again!

So i ordered something right and received no email so had to spend like 30 mins trying to find my order and when i found it and tracked it all was well. I was wrong to feel that way because after a whole two weeks of waiting i check again and my order was randomly canceled. I am very upset like what.

I ordered size 7.5 Women's shoes they sent me size 5.5. I have to pay for the return when they messed up! Also no guarantee I'll get my money back but store credit instead. I would rather not ever spend another dime at this store.

I am a very frequent customer of urban outfitters and have been ever since I was in high school. I have a sweater I got as a gift and have no receipt and will not be able to return it now or exchange it because of the new return policy with no receipt. I find it very rude, it almost makes me feel that they assume I stole it or some thing.

I am pretty shocked at the delivery/customer service of Urban Outfitters. I ordered five items during the weekend of Black Friday and only two arrived (two weeks apart). I am still waiting for three items. I have been charged for ALL items and yet have been given NO UPDATES on missing orders. I have checked the tracking app, emailed, and have called. The customer service rep admitted he too could not figure out where my package was. It has now been OVER THREE WEEKS WITHOUT RECEIPT OF ORDER. I really can't understand and when I think of my experiences with Anthro and Free People, I have had nothing but success. I strongly recommend URBAN OUTFITTERS CUSTOMERS SHOULD NOT ORDER ONLINE. This is genuinely the worst service ever; Pony Express followed by Morse Code would be better.

I ordered something in November. An email was sent saying it is on back order. Over the weeks item was shown in stock mine still not shipped. Called a few times was told it would ship. Still hasn't. Shame on them ordering a month before Christmas shouldn't be a problem. Over promise under deliver. I will never shop there again

I had one order that was split in two. The first order was delivered to a fast food restaurant and the second to the wrong building, the driver sent photos of it in the wrong building and didn't tell me where he delivered it but said that he wasn't going back to sort it out. I called Urban Outfitter's customer service just to be told that it's not their problem, it's the problem of the delivery company. I tried to get a refund and they said that they won't be doing that since they've recorded it delivered and that I should take it up with my credit card company. This is wild.

This company searches every small business who come up with great ideas and products and then mass produces knock offs. Small business owners put their heart and soul into their products. SUPPORT SMALL BUSINESS, NOT THIS CORPORATE THIEF!

Don't buy essentially they are disorganised or scammers I'm not sure which. I ordered three items and waited nearly two weeks for one stating pending and a false delivery date to then have to chase them. I was told the order is pending cancellation and once that happens they will return my money! What an earth is that about if I didn't get in touch were they just going to keep my cash. Moreover you know what stock you have so shouldn't have let me buy them and my money should have been put back in my account weeks ago when the order couldn't be fulfilled I should have been offered the chance to cancel my whole order as soon as they realised they were selling products they didn't have. This is fraud whether deliberately or accidentally. If a person walked into a store and accidentally' put a product in their bag and walked out I'm sure they would take action yet they have been sitting on my money for all this time without a word to me. Never again

Do not ever trust the Urban Outfitters customer service and online ordering team. I order my Baggu bag on September 19th expecting to receive the package by the end of the month by looking at their shipping and delivery timeframe. The package was supposedly shipped on September 21st, after a few days of absolutely no tracking updates I contacted customer service with the concern that the package was lost, and the agents told me that an update would be given to me within 24 hours. There were in fact no updates ever given, and I had to contact the team again and again throughout the week since no updates were given and the tracking was still stuck at "awaiting carrier pickup". Eventually, one agent guaranteed me that my package would arrive by Oct 4 and that I could request a refund if it didn't. I contacted the carrier myself in the meantime and they claimed that Urban Outfitters had not given them the physical package yet.
When Oct 4th came and the tracking was still stuck at "waiting for carrier pick-up" I requested the refund, another agent then told me I could not request a refund and would need to wait another week even though a different agent told me otherwise. I told them that I had contracted them multiple times regarding my concerns and was ignored and that an agent promised me that I would be able to get a refund if I didn't receive the package by Oct 4. I sent them proof of the chat details and they claimed to put the refund in that day (Oct 5) and will appear after 1-3 days.
The refund never came in, when I contacted them again they said I couldn't get my refund and told me to wait AGAIN!
They have done nothing but ignore my concerns lie and give me false information. Terrible customer service with no help and terrible attitude, Absolutely unacceptable.

Their online orders are always messed up in some way. Any time I order anything it's always a problem. Previous orders wrong/late/says delivered but not. My last package was out for delivery for 10 days and never came. Terrible customer service that just refunds me instead of just getting the item to me. All I wanted was a hoodie. They can't even deliver one item. Save your time and money and find the original brand of clothes online from other sites that can actually deliver. Horrible company. I'm done with this company.

The last 5 online orders I have purchased have had incorrect items. By the time I returned them (typicallya week or two after ordering), the item I was supposed to get was often not available anymore. In addition, it takes an unusually long time for refunded money to be put back on my debit card. (Between 1 -2 WEEKS!). I have never experienced this when getting a refund at any other establishment. It's always instantly back in my account with other retailers, so I don't understand why this is. I recommend paying in cash if you can.othetwise, you'll be waiting a LONG time for a refund. Otherwise, love their merchandise and costomer service. These both seem like company issues. :(