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Business Profile

Retail Stores

Urban Planet

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:23/04/2025

    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.
    I had an extremely upsetting experience at Urban Planet yesterday. (April 21st at 330pm) I visited the store to purchase three shirts and a skirt, which I found on a rack marked 50% off. When I noticed the total at checkout was higher than expected, I politely inquired. My initial cashier was looking into it, and another person overheard and came up. Instead of calmly explaining, the manager (a man with a ponytail/bun I believe his name is *****) immediately and aggressively accused me of switching price tagssomething I absolutely did not do.He was verbally hostile and even threatened to call security if I didnt leave the store. I was shocked by the accusation and behavior. For context, I have a diagnosed anxiety disorder, and this unnecessary confrontation caused me serious emotional distress and triggered a panic episode.The manager claimed to have 13 years of experience, but his handling of the situation showed a complete lack of professionalism and customer service. I left without buying anything and will not return to this store. I've also noticed attempts to cover up negative reviews on ****** by leaving 5-star ratings for himself, which only further damages the stores credibility.I was happy to pay if it wasn't correct, but he said "We are not serving you because this is theft" This is a heavy and severe ************* submitting this complaint to warn others and in hopes that the company will take accountability and provide better training for staff to prevent mistreatment of customers in the future. Based on ****** reviews for this person specifically, it seems like it's not the first time a customer has been mistreated. Id like this addressed and to be updated on the outcome. I want to go back as I've been shopping here for over a year at least twice a week, and spend at least $200 a week, but without knowing this was handled I just can't justify going back.That would be $800 a month of lost revenue due to one employee.

    Customer Answer

    Date: 23/04/2025

    My name is ****** *******, I put an ailius as I didn't want Urban Planet to know my personal information. 

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