Complaints

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

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  Urban Outfitters, Inc

  5000 S Broad St., Bldg 10 Philadelphia, PA 19112-1402

• 

  Urban Outfitters, Inc

  1627 Walnut St Philadelphia, PA 19103-5402

• 

  Anthropologie

  10202 Perkins Rowe Ste 140 Baton Rouge, LA 70810-2068

• 

  Urban Outfitters

  8030 Renaissance Pkwy Ste 980 Durham, NC 27713-8262

• 

  Urban Outfitters, Inc

  6455 MacLeod Trail SW Chinook Centre Calgary, AB T2H 0K3

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:01/20/2024

  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.

  made two separate online purchases, one on 12/30/23 (*********** and the other on 1/5/24 (**********). The company used a deceptive business practice in hiding that the sale a non-returnable final sale. No where in the online listings of items does the company indicate they are not refundable. Upon post-purchase investigation, I discovered that there is small print that appears in the online shopping bag when it mentions the return policy, however no where else does this appear, particularly during the process of checking out nor anywhere on the final receipt. The fact that the non-return policy is flashed and then hidden is an unfair, deceptive business practice. Additionally, the copy would not help when I phoned, and promised that I would be contacted by a supervisor, who would investigate and respond in 24-48 hours. No one from the company followed up with me. Although these were online purchases, I have a local brick and mortar store in my town in MA in which I would like to return items for refund, which is all I am asking. I would also return via mail if necessary. I have discovered via web search that many consumers have been duped by this URBN practice.

  Business Response

  Date: 01/30/2024

  You are able to return both orders to our warehouse. The return labels have been sent to your email.

• Initial Complaint

  Date:01/11/2024

  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.

  Despite returning my order and receiving a shipping confirmation that my return was received and a refund issued on October 19th (Tracking Number: *****************************************), I was blindsided by a chargeback notification on January 8th (Reference Number: **********). This egregious error has resulted in my credit card being unlawfully charged twice for an order that I do not possess first on July 14th, 2023, for $161.83 and again on January 8th for $175.16, totaling an unauthorized amount of $336.99.This conduct by Urban Outfitters is not only unethical but also constitutes a breach of contract and a violation of consumer protection laws. The company's failure to issue a refund after acknowledging the return of the goods is tantamount to theft and I will not hesitate to seek legal counsel to recover my funds and seek damages for the harm caused by their actions.Therefore, I demand the following immediate actions:- A full and immediate refund of the unauthorized charges amounting to $336.99.- Additional compensation for the financial burden and emotional distress this situation has inflicted upon me.- A formal written apology from Urban Outfitters for their mishandling of this transaction.- Assurance of an internal investigation and the implementation of corrective measures to prevent future occurrences of such malpractice.Should Urban Outfitters fail to meet these demands within a reasonable timeframe, I am fully prepared to escalate this issue to small claims court and seek maximum damages as permitted by law. I expect the BBB to advocate on my behalf and to hold Urban Outfitters accountable for their unacceptable business practices.I appreciate your immediate attention to this critical issue and await your prompt intervention.Please consider this letter as a prelude to legal action should it be necessary. I trust that the BBB will support me in resolving this dispute and ensuring that justice is served.

  Business Response

  Date: 01/23/2024

  We were able to research the account and see that we were unable to verify that the shoes were returned. The return label was showing not scanned and the tracking provided does not confirm delivery. In cases where the product is not verified to be returned to us, but a refund has been issued, the refund will be reversed until we receive the product.
  
  I apologize that a chargeback was issued to your credit card on 1/8 as I can see that your original refund was made to a gift card. I have refunded the chargeback to your credit card, and you should see the funds in the next 3 business days. 
  
  Unfortunately,we cannot reverse the original charge for the shoes as we have not received the return of this product. Should we receive the product we are happy to reissue the refund.
  
  We are happy to assist with any additional questions you may have. 

  Customer Answer

  Date: 01/23/2024

  [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: *********** is stating the refund was never received. If you see the email attachment, and the tracking number, it shows that the return was received for tracking number: Tracking Number:
  *****************************************
  

  please see attached screenshots of the proof. this is false for the company to say that I never shipped out the item. 
  
  Regards,
  
  **** **

  Business Response

  Date: 01/24/2024

  $161.83 has been refunded back to ******** ending in **** from the original order **********. Please allow 1-3 business days for the credit to post.

• Initial Complaint

  Date:01/10/2024

  Type:Delivery 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.

  On 11/24/2023 I purchased $236.45 worth of items from UrbanOutfitters.com under order number **********. Today I decided to return my order, upon opening the package to return my order I discovered that two items were missing from the package. I tried contacting their customer service department, however I was stuck in a loop. I'm filing this complaint to hopefully resolve this issue and get a refund. The two items missing are as follows. ******** ***** ******* Thermal Shirt Essentially ******** ***** Bundle Style No. ******** $17.40 ******** ***** ********* Tee Essentially ******** ***** Bundle Style No. ******** $17.40

  Business Response

  Date: 01/12/2024

  Hello *****, 
  
  I hope this email finds you well. This email is regarding your missing item for order number **********. Unfortunately, I am sorry, but we have a 30 day limit on all non-receipt claims. Because 30 days has now passed from the date your order was delivered, we cannot reship or issue a refund for the missing merchandise. You may dispute the charges with your credit card company or file a theft report with your local police department. I do apologize for any inconvenience this may cause.  Stay safe and have and blessed day!
  
  Warm Regards,
  *******
  Urban Outfitters

  Customer Answer

  Date: 01/12/2024

  [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:
  

  I am rejecting this response because: I was told I would get a refund from one of your representatives. As well your website states "Holiday Return Policy
  Were extending our return and exchange window for the holiday season. Purchases made between November 1st, 2023 and December 24th, 2023 will be eligible for return or exchange until February 29th, 2024. "This is well within the timeframe. Your business also does not send an invoice with orders. I do however have the number proving these items were ordered. Your business is highly unethical, as you are telling me your representative lied. I do have screenshots of said conversation where it was stated that I would be getting one. Unforunately, at this point if this issue cannot be remediated, I will have to seek legal action. As this was a good faith effort to resolve this issue without an attorney.

  Regards,
  
  ***************************

  Business Response

  Date: 01/12/2024

  *****,

  A refund was issued issued back for the missing items that you never got. Please allow your credit to post in 3 business days or less. 

  Customer Answer

  Date: 01/12/2024

  [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.]

  Thank you for providing remediation in this issue.

  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:01/04/2024

  Type:Service or Repair 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 Nov 24, 2003 I placed an order for 2 items: **** musical instrument $145.50 and shower caps $4.06. I tracked the items which crossed customs in Canada, but stopped tracking on Nov 29th saying tracking would update at destination. On Dec. 14 I received the shower caps and a message saying the instrument was “RETURNED TO SENDER” with no explanation as to why. I contacted the company and they couldn’t send me another because they were sold out. They refunded me $181.14. So, basically I paid $29.63 for a $4 item. That is robbery. I have asked them to remedy the situation and they said someone would contact me via email but no one has. I didn’t ask for a return. I didn’t ask for the items to come in two shipments. It was no fault of my own that I didn’t receive the product I ordered, so why should i pay the difference in shipping and duty? The shower caps were just a spontaneous toss in, I never would have paid shipping and duty for those. I never received the product I ordered and paid a ridiculous amount for a few pieces of plastic. Super shady business practice and no customer service and no recourse for the client.

  Business Response

  Date: 01/10/2024

  We show that the ******** **** was C$141.50 and with taxes/duties paid C$196.75. A refund in the amount of C$181.18 was issued. To be fully refunded for the item with the taxes and duties C$15.57 is owed. A refund in the amount f C$15.57 has been issued as of 1/10/2024. 

• Initial Complaint

  Date:12/31/2023

  Type:Product 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.

  Order number ********** Tracking number ********************** I ordered the ****** Blue ***** Tie-Back Mini Dress for $55.30 and upon arrival they had sent me a men's shirt instead of the dress I had ordered. Upon contacting customer service, they said they would reship the item. They ended up reshipping the wrong item (a shirt) and when I brought this up they said they would reship again. A few days later I got a notification for a refund on another incorrect item in my order, the ****** Blue ****** Sweater Mini Skirt for $34.30. I was confused why this random item was refunded so I sent another email and they said they could not reship the dress and had they gave me a refund. I told them they refunded the wrong item, and they insisted it was indeed the correct item, which was a lie and they could not understand what I was saying despite me providing multiple screenshots to prove they were incorrect. This back and forth has taken nearly a month without any resolution and refunding me an item that is $21 cheaper than the item I didnt receive is theft. All I want is the correct refund amount. Please either refund the difference or resend the dress properly this time.

  Business Response

  Date: 01/02/2024

  We have submitted a refund for the additional $21 that was owed. It will take 3-5 business days for their financial institution to reflect this. An email confirming this was also sent. 

  Customer Answer

  Date: 01/02/2024

  [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:12/28/2023

  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 received items from a completely different company in my shipment. I ordered multiple travel size shampoos and the package arrived with a bunch of toys from Urban Outfitters and no shampoo. Clearly a scam. The plastic bags with barcodes for shampoos are in the box, just no shampoo.

  Business Response

  Date: 12/31/2023

  For order # ********** I show that you contacted us and we issued you a refund for the shampoos.  A refund was issued in the amount of $28.92.  Please let us know if you did not receive the remaining items of your order.  Please also note that Urban Outfitters is our sister company.  

• Initial Complaint

  Date:12/24/2023

  Type:Delivery 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.

  On 12/10/2023, I ordered 4 items. The items were shipped in two separate packages. The first package arrived and was given two different items than what I had ordered. I attempted to contact Urban Outfitters support and was sent through a chain of emails. At first, I was told the only way to get the correct items was to begin a return. That was done on 12/15/2023. However, after contacting back, another service representative cancelled that exchange order (12/21/2023) and placed a new order that arrived the next day. I was not told by this customer service representative to return items, and contacted back, requesting information on if I was required to send the incorrect items back. I am unsure what the next step is, as the original order states "Return Refunded" and I sent back those items again. Company contact via phone is the desired outcome.

  Business Response

  Date: 01/18/2024

  Hello,

  I apologize for any confusion this matter has caused. As a courtesy the account has been notated stating the wrong items do not need to be returned. Please disregard any message advising they need to be returned. If you have any additional questions please contact customer service at **************.

  Thanks,

  Urbn Inc.

  Customer Answer

  Date: 01/19/2024

  [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:12/22/2023

  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 a Christmas gift on December 6th, 2023. A 330$ ***** **** coat for a loved one from off the Urban Outfitters website . Urban Outfitters claims that ****** had delivered my package but the tracking info (tracking # **********) says that it has not been picked up from the carrier yet Urban Outfitters has said its been delivered. My package has never reached my doorstep and I'm almost 100% sure it has never left the facility and has found its way into a employee of ****** or Urban Outfitters home. Urban Outfitters and ****** have refused to take liability for a stolen package that never left there building. I've talked to an agents of Urban Outfitters (******, *******, ********) and they have all lied to me giving me false hope that my package will be delivered or Ill be able to receive a refund to no avail. This has totally ruined my Christmas and has left me out of 330$ which is very expensive for me especially due to the economy strains that working class people are facing today.

  Business Response

  Date: 12/24/2023

  We are sorry to hear that you never received the delivery for your order. A refund has been processed for this package in the amount of $330.00 back to the original form of payment. Please allow 3-5 business days for the credit to post. If you are still interested in purchasing this item, please proceed with placing a new order online. 

• Initial Complaint

  Date:12/21/2023

  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 a second pair of pants that did not fit. Order Number: ********** on or about November 20, 2023. The pants did not fit anywhere near the first pants ordered so i requested a return and an explantation on how two pair of pants can be so far apart from fitting with no response. I had to pay an additional $5.00 to return the pants. I received a partial rebate of $66.76 on December 13, 2023. The pants cost $69.00 plus tax and shipping - why have I not received a full refund for a pair of pants that there is NO WAY that the difference in waist sizes went from 29 inches to 30 inches and completely were two different fits and styles - I'm assuming the pants were made in two different countries. I would like a FULL rebate to include the full price of the pants at original order of $69.00 plus tax and shipping to be refunded.

  Business Response

  Date: 01/09/2024

  Hello,

  Thank you for reaching out for assistance with this matter. The return fee and shipping cost has been refunded back to the **** ending with ****. Please allow 1 to 3 business for the $12.48 to reflect. 

  Thanks,

  URBN Inc.

• Initial Complaint

  Date:12/20/2023

  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.

  Urban outfitters customer service is awful. We purchased an expensive item, a standing floor lamp for $172.03 in June 2023. We returned the item in July 2023 and still have not gotten our refund. We have confirmation that they received the item. We have continued to reach out to their customer service and theyve promised a refund, but weve gotten nothing. We have screenshots of conversation threads with their agents. We are desperate for help!

  Business Response

  Date: 12/21/2023

  We will be happy to help with your return. Could you please provide the order number?