Complaints

This profile includes complaints for Anthropologie's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Anthropologie

  5000 S Broad St Phila, PA 19112-1402

• 

  Anthropologie

  4151 Main at North Hills # 115 Raleigh, NC 27609

• 

  Anthropologie

  2905 E Skyline Dr Ste 203 Tucson, AZ 85718-3092

• 

  Anthropologie

  4400 Sharon Rd # P-02 Charlotte, NC 28211

• 

  Anthropologie

  37 N Lexington Ave Asheville, NC 28801

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.

• Initial Complaint

  Date:10/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  During the peak of the pandemic, I had placed many orders through this company. I kept some things and returned others. At one point in the spring, I received an email stating that I did not return MULTIPLE orders in which I did (I kept all of the tracking information). This was during the time there was an hour plus hold wait time to speak with a representative and everything was a mess. I remember receiving orders that weren't mine, and incorrect items in at least two of my orders. Additionally, I received not one, but two mirrors that were damaged upon arrival. I reached out to customer service, sent in photos and they refunded me. I didn't think anything of it. Then, I got an email stating that I was not able to shop online at any of the URBN stores because I was not sending these mirrors back, as well as those other items mentioned earlier. I have emails stating to dispose of the mirrors. I would have gladly sent them back, as it would have saved me trips to the dumpster to discard of the broken glass. Flash forward to now and I am unable to order a set of Christmas or aments due to this companies massive disorganization during the pandemic. I would like is the opportunity to shop online with their companies again. I was told that someone would be calling me to follow up and no one ever did.

  Business Response

  Date: 10/24/2022

  After a review of your account, we notice that you have filed several claims.  Due to these claims, we have decided to suspend your account and we will not be accepting any future purchase with any of our brands. 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.

  Customer Answer

  Date: 10/24/2022

  [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:

  This seems unfair that I am being told that I am unable to shop at your brands due to your company's error and disorganization during the pandemic. I do not live near a store. Looking through BBB history, it appears that I am not the only one who has had issues with refunds, shipping, etc. i am respectfully requesting to be able to place orders on your sites. If returns are the issue, I would be willing to waive online return privileges as a compromise.
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/31/2022

  After a review of your account, we notice that you have filed several claims.  Due to these claims, we have decided to suspend your account and we will not be accepting any future purchase with any of our brands. 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:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On October 6, 2022, I placed an order for 2 aprons with Anthropologie- ORDER # ********** totalling $65.45. On Oct. 14th, I received an email stating that both items had been delivered-- yet I did not receive anything. I contacted Anthropologie customer service but after holding for several minutes, they did not provide any resolution and told me to check w/***. I did check w/*** but they claim it was a lost package and claimed that it would be the responsibility of Anthropologie to compensate me for the lost packages. I requested a refund from Anthropologie yet they keep placing liability on **** at this point, I would like a refund for my payment of $65.45 and a response from Anthropologie regarding this incident.

  Business Response

  Date: 10/14/2022

  We are sorry to hear that you did not receive your package. We do not have record of you calling concerning your order. I will send this over to our lost package claim. You will receive an email once they have looked into this. 

• Initial Complaint

  Date:09/24/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  This complaint relates to an item I purchased, returned, and received a refund for in 2020, but I only learned a week ago (nearly 2 years later?!?) that this company placed a hold on my account because they claim they never received the returned item. 1. The item was returned to the store in-person.2. I received email confirmation that item was received by Anthro and refund issued.3. The following year, I placed an order that was "cancelled" by company. I called to inquire and though they provided no explanation for why my account was flagged, they removed the restriction and promptly confirmed that by email.4. I placed and received orders after that without issue.5. This past summer (2022) the order "cancellations" started again.6. I've made several attempts to resolve and always told 'the order resolution dept' will contact me by email within 72 hrs. They never do. 7. When I called customer service last week, a helpful woman at least was able to tell me WHY my account was restricted and that it relates to a purchase from 2020!So... this company refunded money without receiving product back? That's unheard of. And then they don't bother trying to contact the customer about it for 2 years?!? They restrict customer's acct, I assume, to get their attention, but then make it nearly impossible for customer to resolve. This is just bad business practice on their part. Confounding why they don't see that.I acted in good faith. The item was returned to store locally. Supporting documentation attached.

  Business Response

  Date: 09/27/2022

  After further review the hold has been removed from your account and you are now free to order. 

  Business Response

  Date: 10/12/2022

  We apologize for the misunderstanding. The hold has been completely removed from your account and you are free to order.

  Customer Answer

  Date: 10/24/2022

  Thank you for the email and my apologies for not formally responding within the required timeframe.  I wanted to make sure I could place an order without any issues before confirming that I accepted the company's response to my complaint.  
  I was able to do that just recently.  So, for what it's worth, I DO accept the resolution!  
  
  Thank goodness for the BBB - I so appreciate the assistance in this matter!
  

  
  

• Initial Complaint

  Date:09/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 two book cases from Anthropologie on May 31, 2022 for two handcarved bookcases. I received those items on August 15. However, the bookcases looked different from the picture. I requested a return immediately on August 19th. It has been almost a month but Anthropologie hasn’t processed my return. They said it would take 7-10 business days but now it has been over 3 weeks. I am at their mercy to retrieve my $2,600+. And those items are also taking up space in my home. I have emailed/called them multiple times. They acknowledged receipt of my return request but nothing has been done so far. They keep asking me to follow up. I am sick of the follow ups and no results. Please help me get my $$ back ???? they’ve been terrible all around.

  Business Response

  Date: 09/14/2022

  a voicemail was left on 9/13.  Please contact our furniture team who specializes in these issues at **************.

• Initial Complaint

  Date:09/12/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In August, I placed an order for an article of clothing. That order is still processing. I called numerous times to obtain the status and it was not until yesterday that the company told me the order was not sent because there is a stop on my account. The stop is due to a claim I filed months before with Free People. I am guessing they are affiliated. That claim was resolved. There is still a stop on my account at Anthropology. Every time I call, text, chat, I am either unable to reach a person or I am passed along to different departments who claim they cannot help me because another department deals with taking off holds/stops on accounts. I have yet to be called back or reach a real person who can actually help me at Anthropology. I have an order I was charged for that was not sent. I also have later orders that were cancelled with no explanation.

  Business Response

  Date: 09/12/2022

  Hello, I am seeing an order ********** that was placed and is on hold because our order processing team needs you to call.  There is an issue with your ****** and we need an alternate pay method. The number to call is: ************. Have a great day

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Transaction was made on June 26,2022 and more than 2 months later (currently Sept 2022) I have received no update or alternative on the shipment of my order. I’ve received 3 emails saying of supply chain issues but no notification or update on what’s happening with the item. I’ve contacted customer service twice, and all they can offer is a 10% towards my next purchase that is if I will be ordering from them again. Ridiculous, no apology or discount on the item has been given or update. My money has already been taken from my acct for months and I have yet to receive any item. 3x I’ve been promised shipment of my item but it’s the third time my item has yet to arrive. Don’t trust this business, it’s gone downhill. Order: *************

  Business Response

  Date: 09/03/2022

  I'm truly sorry that the glasses you ordered are on backorder. As stated on our website, unfortunately, backorder dates are estimated dates and due to the supply chain, the date may get pushed back. Also, please note that you have not been charged for your order. We charge when the order is shipped. 

• Initial Complaint

  Date:08/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On July 10, 2022 Anthro canceled my order #**********. A jumper on sale with an additional 40% off. I was extremely disappointed and reached out to customer service about the lack of professionalism to advertise such a huge deal and not keep an accurate and up-to-date record of inventory. The rep sympathized with me and said I could place a new order for a similar but full-priced item and they would price match me what I would've paid for the original jumpsuit. I confirmed that the price of the jumpsuit would be $49.97 and placed the order right there with the rep. He confirmed that it was priced adjusted and I would receive a refund that would make the new jumpsuit $49.97. Since then I have only received a discount that has made the jumpsuit $100 which it is supposed to be $49.97. I have since spent hours and multiple days trying to fix this wrong with multiple reps. Each one has promised to correct the issue to no avail. I have multiple screenshots as proof of this interaction. This is my last step before disputing with my credit card company for fraud. I was the additional $50 refunded to me as well as some sort of compensation for all the time I've spent working to correct this. Thank you.

  Business Response

  Date: 08/29/2022

  I am so very sorry for the inconvenience that this has caused. A refund in the amount of $54.80 has been issued. Please give it 1-3 days to appear to your method of payment. 

  Thank you

  Christina H*********

  Christina H*************

  Contact Center Supervisor
  
  URBN Inc.
  4010 Rose Lane
  Augusta, GA 30907
  

• Initial Complaint

  Date:08/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a missing order for order number **********. I was out of the country for a few months and upon my return the items were not at my doorstep as expected . I contacted customer service and they have been of no help at all .

  Business Response

  Date: 08/11/2022

  I apologize that you did not receive your shipment. The carrier *** verified that your package delivered to the address on file. Unfortunate since the order ********** is over 30 days old, no other claims can be filed. 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 or you can dispute the charges with your bank.  I apologize for any inconvenience this may cause.

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 two blouses - same blouse, two different colors. However, I instead I received a ***** T-shirt, which I did not order and my blouses were not in the package. The packing slip listed the two blouses. I immediately contacted Anthropoloige and they sent me a return label for the t-shirt I did not order. As a courtesy, I took the shirt to the Agoura HIlls post office and sent it to them. I shouldn't have to spend my time and gas to do this when it was their mistake. I was told I would receive the blouses I did order in 1-2 days. Didn't happen. So I contacted them again and said to just give me a refund. They said they would. Every time I contact them, it is a different story. I am a very good and loyal customer. Just last week I went into the Thousand Oaks store twice and spent a total of $1,700. I can't believe how bad the customer service has been on this. Order #********** Date: 7/20/22 Amount: $148.92 USPS Tracking for return of item I did not order: **** **** **** **** **** **** ** Given to USPS on 7/28 It says given to transport company on 7/29.

  Business Response

  Date: 08/04/2022

  We are sorry to hear this. We show that an exchange order ********** was placed and is currently processing for shipment with an expected delivery date of August 9, 2022. We have applied a 20% discount for the inconvenience. 

• Initial Complaint

  Date:08/03/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Recently anthropology has changed their return policy on sale items that are an additional 40% off. The policy is final sale which is stated during the sale in the banner headline at the tip of the online screen, however not all sale items qualify. I am really careful not to purchase items that are final sale online. I placed items in my cart and none of the items were individually listed as final sale. When I received the items I wanted to return a few of them as the fit was not right. When I did this I was told they were final sale. I looked on my app in my orders and nothing on the orders actually states they they are final sale. As a consumer it should be stated on each I individual item if it is final sale. I had no idea if my ideas were final sale by looking at my order number. Anthropology is not being transparent with their policy.

  Business Response

  Date: 08/10/2022

  A complimentary label has been sent out to your email to be able to send back the items. You will be able to receive a refund for the items.