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

  700 S Rosemary Ave West Palm Beach, FL 33401-6313

• 

  Urban Outfitters

  1440 3rd Street Promenade Santa Monica, CA 90401-2322

• 

  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:02/03/2023

  Type:Service or Repair 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.

  I ordered a new Vinyl Record from Urban Outfitters on January 31st 2023. When I received said vinyl it appears to be opened and used. This is not what I paid for, what I did pay for was a brand new unopened product. When I brought this up to customer service I was met with some solutions but they did not seem to understand that I was shipped something used and possibly scratched. I would ideally like an exchange but the record is completely sold out on their website. When I asked for a full refund they said they best they can do is a 20% refund. I have attached two screenshots below from my conversations with them. Thank you for the help and if you need any more information please let me know!

  Business Response

  Date: 02/04/2023

  Thanks so much for getting in touch. We're so sorry to hear that your order arrived in less-than-perfect condition. A refund has been processed. Please allow 1 to 3 business days for the refund to post to the original payment method. 

  Customer Answer

  Date: 02/09/2023

  [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:02/02/2023

  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.

  Urban outfitters shipped my order placed on January 29th of this year. Their preferred courier they use marked order as delivered to my front porch as if 2/1/23. I do not have a front porch. I contacted their customer service department. They wont replace my order and told me that they willingly know the courier they use marks orders delivered even if they are not and wont resend my order even though i have paid for products not received. I want them to be penalized for their business practices of allowing false i formation to be used to defend them stealing money from customers.

  Business Response

  Date: 02/02/2023

  Hello *********! We apologize that you have not yet received your package. Tracking details show this package as being delivered on February 1, 2023. Although tracking details may show that the order was delivered, our experience with this courier has been that their website may show a delivery before the actual delivery is made. In this case, please allow 2 business days for your package to arrive, and contact us if you have still not received the order in that timeframe for further assistance. We apologize for any inconvenience. 

• Initial Complaint

  Date:02/01/2023

  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 purchased a sweater for my daughter the week before Christmas (89$) as a Christmas gift. I ordered her a size medium. I was aware that the sweater was not returnable as it came from the marketplace. However, the Sweater sent me was an extra large. I called immediately expressed my concerns. I understood it was not returnable however, it was the incorrect size. I just wanted the correct size. Unfortunately, there was no more left. They emailed the seller from marketplace who refuse to refund me. They escalated it to a higher position. I was sent a shipping label and told urban outfitters was going to accept sweatshirt back for a full refund. I sent the sweatshirt to the address listed on the shipping label. I waited two weeks I called back I tracked the package. It was at the Philadelphia warehouse. Then I was told I was not being refunded so now I am out an $89 sweatshirt and a refund.

  Business Response

  Date: 02/01/2023

  Hello,
  
  I see the customer has called in and spoken with one of our supervisors on Wednesday, February 1, 2023. We informed that an email has been sent to the warehouse to locate and return the Vintage ********** Football Crewneck. Also, the customers' concern about the mispack item and the declined refund from the seller have been escalated to our home office. At this time, we have to wait for a response from our home after they speak with ******* and ******(seller).
  
  
  

• Initial Complaint

  Date:01/31/2023

  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.

  Hello I placed an order for 3 ***** **** puffer jackets in a size medium on around the 20th of December and too my dismay I received 3 size XL's and as such I returned them with the provided shipping label I got from urban outfitters however it's been almost a month and I have yet to get a refund from urban outfitters they claim the warehouse has not received my return even though tracking says delivered at the end of the day I only had to do the return because of their ineptitude and giving me the wrong sizes I sent pictures of the wrong sizes I got and as such was granted a free return label from urban outfitters this is a near 1000$ order and they are holding my money hostage I want a refund or my size medium jackets because this is ridiculous and quite frankly unfair

  Business Response

  Date: 02/01/2023

  Unfortunately, all returns must be received and processed by our warehouse before refunds are issued. As of February 1, 2023 we have not received your returns. Interaction with our warehouse in regards to this return have been initiated. Once verified, a refund will be issued. 

  Customer Answer

  Date: 02/01/2023

  [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: the return says it has been delivered since the 5th of January yet I haven't gotten my refund yet what am I supposed to do just continue too wait perpetually this is not fair especially considering it is the fault of urban outfitters I had to initiate the return in the first place not because of anything I did I want my money back or my jackets in the correct size it's been almost a month 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 02/04/2023

  We apologize but until the warehouse verifies the return there is nothing we can do. We have elevated it to the warehouse and awaiting their response.  If you do not want to wait any longer, you can dispute the charges with your bank. 

• Initial Complaint

  Date:01/30/2023

  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 purchased an item for $49.77 on December 31 with a **** gift card and was told that it would be delivered by the 4th of January. After my purchase, I threw away the gift card because there was no remaining balance. When it never arrived, I talked to someone in Urbans customer service and they apologized for the delay in delivery and told me they would refund me for the shipping. When I explained to them that I no longer had the card because it was a gift card, they told to me contact ****. Then, a few days later I got a refund notice fo the whole order which explained that my card would be refunded and I did not have to return the item. I went again to their customer service and explained that I no longer had the card and asked if I could have store credit instead. The customer service agent told me that they would put in a request for store credit which has since been denied. I called the shipping company and asked if my items would be delivered since Urban said I could keep the item when It came in and the shipping company told me they never received the item, so it would not be delivered. The only recommendation that Urban gave me was to call **** and figure out how to get my money back, but I don't have the card numbers, so I am unable to get my money back.

  Business Response

  Date: 01/30/2023

  Unfortunately, we will not be able to reverse the refund from your original form of payment to a gift card. Once a return is completed, we cannot modify or change the return. We suggest that you contact **** for assistance with retrieving your refund. We apologize for any inconvenience. 

• Initial Complaint

  Date:01/26/2023

  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.

  Urban outfitters is unwilling to honor their sale price and cancels orders.contacted customer service and was told by supervisor that they admittedly marked the art prints for sale too low and were not going to honor the sales prices I paid and were can canceling all my orders instead. This was over a weak after the order was placed and paid in full. They are available, theyre just not going to honor the price and fulfill my order.

  Business Response

  Date: 01/26/2023

  I apologize for the error on our website and for the inconvenience it has caused you. However, per our Terms of Use (****************************************************), Urban Outfitters has the right to cancel any orders placed for a product listed at the incorrect price. 
  
  Typographical Errors
  In the event an Urban Outfitters product is listed at an incorrect price due to typographical error or systems error, Urban Outfitters shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. Urban Outfitters shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, Urban Outfitters shall issue a credit to your credit card account in the amount of the incorrect price.

  Urban Outfitters doesn't charge for your order until it ships, so you have not been charged for the prints. What you may have seen on your account is an authorization. This is just the systems way of confirming the funds are available. The authorization comes off your account within 1 to 3 business days. 

  Customer Answer

  Date: 01/26/2023

  [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:it's unethical and egregious. You are not honoring the purchase contract and canceled over a week after processing to ship. you sold me the art prints with your advertised promotion of sale on sale and accepted the agreed upon amount. It was accepted and I was provided the message the vendor was preparing shipment for over a week. 
  

  I then received a generic email stating the multiple purchases were being canceled and to contact customer service with questions. I contacted customer service to 
  be told that urban outfitters didn’t make enough from the sale of these prints and was not going to honor the price and was canceling all the art prints ordered. You received good and valuable tender and to honor your advertised and promoted price is not ruinous to your business its unethical business not to. 
  

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

  Business Response

  Date: 01/27/2023

  The issue with the prints was they were priced incorrectly on the website (human error). The error was noticed and then corrected. All orders placed with the incorrect price were cancelled. Unfortunately, we are unable to honor the price.

  Customer Answer

  Date: 01/27/2023

  [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:the error was not corrected. It was only certain frame options that were on sale and tiger for qualifying for sale on sale. My order showed vendor processing to ship for over a week and still shows that for two prints as of right now. That entire time, they were still available for purchase in all framing options with only one framing option on sale even after the sale on sale promotion ended. Your email says you’re canceling all 5 because you won’t honor the sales price. I’ve spent $$$$$ with UO, Free People, Anthropologie and 
  Terrain just the past year alone and this unethical decision is ruining this customer relationship. Just because your terms give you the right to not honor your prices, doesn’t make it right or good business.
  

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

  Business Response

  Date: 01/27/2023

  Unfortunately, we are unable to honor the incorrect prices. However, in the email that advised you of the item/order cancelling, you were sent a discount code that can be used on a future order. 

  Customer Answer

  Date: 01/27/2023

  [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:
  You are able but are unwillingly to honor your sales prices for the five separate, different art prints. Your decision not to fulfill my order(s) is ruining this customer relationship with your entire family of businesses. I wont be shopping at Anthropologie, free people, urban outfitters or terrain again. So I wont be using an arbitrary discount code instead of receiving my honestly ordered promoted sale items. This is unethical business and no way to treat a valued customer.
  

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

  Business Response

  Date: 02/02/2023

  We understand the frustration associated with this situation.  We emailed all affected customers regarding the situation and explained that the art print(s) that wase ordered was mistakenly offered for sale due to a system error and that the item is not currently for sale and we must cancel the order.  In that same email we provided customers with a unique promotional code for 10% off and Free shipping on their next Urban Outfitters order to make up for our mistake.  We apologize for any inconvenience this may have caused.  

  Customer Answer

  Date: 02/02/2023

  [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:
  You are able but are unwillingly to honor your sales prices for the five separate, different art prints that were ordered and confirmed fair and square. Your decision not to fulfill my order(s) is ruining this customer relationship with your entire family of businesses. I wont be shopping at Anthropologie, free people, urban outfitters or terrain again. So I won't be using an arbitrary discount code instead of receiving my honestly ordered promoted sale items. It was a sale on sale promotion and not at all unusual for UO to reduce clearance items further in flash sales. I have ordered beds, tables,rugs, chairs, art, decor, shoes,  clothing etc from just from UO not even including the extensive and expensive orders from Anthropologie, free people and terrain. Even ordered my Christmas tree from terrain. This is unethical business and no way to treat a valued customer. This customer has spent over 10k in just the last 10 months alone. I have a record of all correspondence from your error and, responses and lack of care in this matter in case anyone ever wonders why this customer is no longer shopping any of the ********************** family of companies.
  

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

• Initial Complaint

  Date:01/23/2023

  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.

  On 12/14/22 I ordered two pants size small (Confirmation Order Number: **********) and once I received it, it was two sizes to big. I returned the merchandise and contacted Urbna Outfitters that I paid via gif card and did not have that card anymore, The representative stated that they haven't received merchandise but would forward request for them to send me an e-gift certificate. I received the following email today,Hello ******, Thank you for contacting us. Unfortunately, we will not be able to reverse the refund from your original form of payment to a gift card. Once a return is completed, we cannot modify or change the return. I am sorry for any inconvenience this may have caused.I would kindly ask your assistance in getting a refund owed to me.Thank you,*********************** ****** Urban Outfitters

  Business Response

  Date: 01/24/2023

  Unfortunately, we will not be able to reverse the refund from your original form of payment to a gift card. Once a return is completed, we cannot modify or change the return. We suggest that you contact **************** for assistance with retrieving your refund. We apologize for any inconvenience. 

  Customer Answer

  Date: 01/24/2023

  [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 contacted your company immediately and way before you received my returned items.  Your representative stated she sent the message immediately for your finance department to refund via e-certificate once package was received.  The fact that your representatives did not follow instructions is their mistake and not mine.  Please provide me with a full refund as I no longer have the credit card information.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 01/25/2023

  Unfortunately, we will not be able to reverse the refund from your original form of payment to a gift card. Once a return is completed, we cannot modify or change the return. We suggest that you contact **************** for assistance with retrieving your refund. We apologize for any inconvenience.  Please contact your bank and see if they can help with the return. Sometimes they are able to cut a check for you. If they reject the funds then we would get them back and at that point we can send you a check. However this may take 30-45 days. I can provide you with the last 4 numbers of the card that was used if this will help. **************** ending in ****. Again we apologize for the inconvenience that this has caused. Our return policy was extended at Christmas which is why you were refunded to the original form of payment. The refund is system based and automatic. 

  Customer Answer

  Date: 01/25/2023

  [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: Per my previous message, I no longer have access to that gift card.  A gift card that was given to me during the Christmas holidays.  If you could provide the full credit card #, expiration date and sec code I could obtain those funds.  However, it doesn't seem to be possible and therefore, I would require a check for the full refund of both pants.

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

  Business Response

  Date: 01/30/2023

  Unfortunately, we are unable to provide the complete card details. We suggest contacting the card issuer for help with retrieving your refund. We apologize for the inconvenience. 

  Customer Answer

  Date: 01/30/2023

  [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 understand you are unable to provide CC details.  As you previously stated, you can request a refund and send me a check.  Kindly send me a check as I do NOT have any information to provide to them for refund.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 02/06/2023

  Unfortunately because the funds have not being rejected/come back to us from the **** Gift Card, we are unable to issue a check or do a funds transfer.  We are going to issue a gift card in the amount of $78.94 as was originally requested when speaking with an agent on 1.10.23.  This will be an electronic gift card and will deliver to the email address associated with the order **********.

  Customer Answer

  Date: 02/06/2023

  [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: Before I accept, I wanted to confirm I will be receiving a e-gift certificate from **************** so I can use with any company.  Otherwise, I will require the check as you previously mentioned could take up to 30 days. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/07/2023

  We are sorry for the trouble and inconvenience this has caused you. A refund of $67.77 has been issued to the original form of payment as requested. Most credits post to an account within 1-3 business days. 

  Customer Answer

  Date: 02/07/2023

  [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 don't understand why you continue to provide conflicting information.  First you say you can send me an e-gift card, then no you are unable to refund, then yes you request reversal and send me a check.  Can you please stop going back and forth.  Can you please escalate this to your management team to get this resolved.   
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 02/14/2023

  A representative from Urban reached out and attempting to assist me with a refund.

  Customer Answer

  Date: 02/24/2023

  I finally received acccess to my refund.  Thank you to BBB for assisting me in this matter because I know Urban Outfitters wouldn't have resolved this matter. 

• Initial Complaint

  Date:01/22/2023

  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.

  12/11/2022: Placed order (**********) an art print (Plantspace: A Cats Patio) at issue. 12/27/2022: Incorrect item #1 (Plantspace: A Mushroom Cat in Space) was delivered. 1:43pm, I called Urban. The CSR emailed me a return label, ordered a replacement, and sent me a 20% off discount code for a future order. I also mentioned to this CSR that I was also sent an incorrect item back in September as well. I also told her to look at the reviews on the website because many people were writing reviews about receiving the wrong print. Supervisor refused discount.12/30/2022: I had to call back because the return label from the 27th call was never sent. I received the label within hours. 01/06: Incorrect item #2 is delivered 1:56pm, I call Urban and ask to speak to a supervisor. Said he was sorry for the inconvenience, emailed me a 20% off discount code, told me a replacement had been ordered, and scheduled *** to come and pick up the return. I also told this CSR supervisor about the dozens of reviews on the website.01/11: Incorrect item #3 is delivered. 10:57am, I call Urban and ask to speak to a supervisor and get *********************** who tells me that she is going to issue a 'quality control check' and will get back to me by Saturday. Sends me her direct email address. 01/18: I email ****** at 8:30am because I never hear from her. 01/19: It has been over a week, so I call Urban back. I ask to speak to a supervisor. I get ****** again (who never got back to me btw). She tells me she has been out with the flu, but she did see my email. And she has reached out to a couple of warehouses & they are completely out of this print but she is still trying to help me. Says she is still waiting to hear back from a warehouse. She says that she will get back to me by 5pm that day.01/20: I received incorrect replacement #4. I emailed ****** at 12:39pm to inform her. As of today 01/22, I still have heard nothing. I still have not received the correct item. Nor have I received a refund.

  Business Response

  Date: 01/23/2023

  Hello *****, we are very sorry to hear that you keep receiving the incorrect item. We have sent an email to you requesting additional information on the item you are receiving. Please reply to the email for further assistance. We apologize for the inconvenience. 

  Customer Answer

  Date: 01/25/2023

  [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:

  Requesting a photo of the incorrect item I am receiving is not resolution. I provided a picture of the incorrect item 48 hours ago. I will be satisfied once I have received the item I ordered or a refund for the amount I spent. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/25/2023

  So sorry for the inconvenience. 3 exchanged has been issued for the  Plant space A Cats Patio Art Print. and I am so sorry you continue to receive the same print. I have checked for any photos that you sent and I am not finding them. If you could send photos of what you are receiving then I can reach out to the vendor to see if the photo is incorrect or if the actual item is incorrect. I will await the photos and once I have a resolution I will contact you. Please send the photos to my personal emails:  ********************************** My name is ********************* and I am a supervisor for Urban Outfitters.  

  Customer Answer

  Date: 01/25/2023

  [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 have been corresponding with someone named *********************** email address: **********************************

  This person emailed me Monday after I filed this complaint, requesting a picture of the incorrect item. I responded to that email with said picture.

  I have also attached that picture here; labeled 'wrong pic.' 

  I also added a picture of what it was supposed to be; labeled 'mushroom cat.' 
  
  Regards,
  
  ***********************

  Business Response

  Date: 01/25/2023

  Thank you for the picture, we have emailed the vendor to confirm the print. We will reach out as soon as we get a response

  Customer Answer

  Date: 01/30/2023

  [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: ********
  
  The only resolutions I will accept are 1) a refund or 2) receiving the item I ordered.

  The last I heard from Urban was Wed. Jan. 25th. I was told that they reached out to the vendor about the incorrect item I have been receiving but I have heard nothing since. There has been no resolution as of yet. 
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/30/2023

  We are sorry for the delay. We are currently working with the vendor in attempts to locating the correct item in inventory to have this reshipped to you. If you no longer wish to wait and would prefer to receive a refund, please contact us to confirm. We apologize for the inconvenience. 

  Customer Answer

  Date: 02/06/2023

  [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 would like an update on the status here please.

  It has been two weeks since opening this complaint and two months since I first ordered this product. I still have not received a solution and am growing more and more frustrated. The only time I even get a response from the company is when I write a message here. If you cannot remedy this situation by providing me with the item I ordered two months ago, then just go ahead issue me a refund. The amount of time I have had to waste to deal with this is ludicrous. I have had to set aside time from my workday multiple times now and I can no longer fight with a company over a $70 picture. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/07/2023

  We are sorry for the trouble and inconvenience this has caused you. A refund of $67.77 has been issued to the original form of payment as requested. Most credits post to an account within 1-3 business days. 

• Initial Complaint

  Date:01/20/2023

  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.

  I will provide in the form of a timeline:11/3/2022 - I placed an online order with said company. The amount was $83.19.11/5/2022 - I received said order. 12/27/2022 - I started an online return and printed the label the company provided and requested a refund.12/29/2022 - I returned the item using the label provided by the company. The company charges $5.00 to use their label.Between 1/2/2023-1/9/2023 - I was unable to track return.1/9/2023 - Online chat agent advised that there was an issue and "tracking was broken." I could no longer track return.1/17/2023 - I contacted the company. I was advised that the package had been "mis-sorted" on 1/12/2023, and that I would hear from them by the end of the day. Employee confirmed I would receive a refund. 1/17/2023 - I received an E-gift card via email. 1/18/2023 - I did an online chat and agent advised that I could not be refunded as I did not return item in 30 day return period. I advised that per their website under return policies, any item purchased between 11/1/2022 and 12/24/2022, will be refunded to the original payment when returned before 2/28/2023. Agent advised that I would receive a refund within 3-5 days. 1/20/2023 - I checked the status of my refund. Agent indicated that there was nothing in records showing to change from E-Card to a refund, as I am entitled. I then asked for a manager and was transferred to *****************************  - Customer Service Supervisor. She advised she would contact their "Financial Team" to check and see what could be done. ******************** advised she typically hears from the team within an hour. It has not been 4.5 hours and I do not have a refund. Urban Outfitters has their returned item, with tags attached, and they also have my money. I have been lied to multiple times during this process. They confirmed today that there was never anything put in to change from E-Card to refund. They are misleading and fraudulent.

  Business Response

  Date: 01/25/2023

  This issue was resolved on Friday, January 20th at 3:35PM. The Gift Card issued in error was depleted and the card on file was refunded. The customer was emailed with this resolution.

  Customer Answer

  Date: 01/31/2023

  [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:01/19/2023

  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 purchased an item for $96.47 on 11/25/2022 and an item for $19.76 on 11/27/22. I returned both items in the same box. I received 2 emails from Urban Outfitters on 01/10/2023 that my return had been received and I would receive a refund in my original form of payment which was ********. I received another email shortly after that I would receive a merchandise credit. I immediately called Urban Outfitters and was told that I would receive a refund in the original form of payment but that never happened. I have conversed and chatted with this company on 4 occasions and still have not received my refund in the original form of payment. Urban Outfitters Holiday return policy states, We're extending our return and exchange window for the holiday season. Purchases made between November 1st, 2022 and December 24th, 2022 will be eligible for return or exchange untilFebruary 28th, 2023. I was within the return guidelines. Im looking for assistance with my refund. This company is not living up to their stated return policy.

  Business Response

  Date: 01/25/2023

  We are so very sorry for the confusion. I have sent both orders to our Financial Team to remove the funds from the gift cards and send the refund back to your ***** ***. Please give it about 72 business hours.