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

• 

  Urban Outfitters

  3006 Hennepin Ave Minneapolis, MN 55408-2614

• 

  Anthropologie

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

• 

  Anthropologie

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

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:01/17/2023

  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.

  12/25/22-I received a sweater as a holiday gift that was purchased in the West Palm Bch, FL store that i need to return. This location and the one near me in Boca Raton closed. I called customer service and they would not allow me to return by mail. Instead, they would like me to drive 45miles to their closest open store to return my sweater. That is unacceptable to me. They can send me a return label to send back or just refund the cost of the sweater.

  Business Response

  Date: 01/17/2023

  Unfortunately, we are unable to except returns of store purchases, at our online distribution center returns facility. However, you may contact any of our stores and arranged to ship your sweater to them, along with the receipt, and they will be able to then issue you a refund.

• Initial Complaint

  Date:01/17/2023

  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.

  On 11/23 I purchased an expensive pair ($208.89) of boots from Urban Outfitters (UO). I received the boots shortly after and within 5 minutes of walking around the house I knew they werent for me and started a return. I had another package from ASOS to return and a few days later I took both to drop off for return. I received my ASOS refund a couple days later and decided to reach out to UO to check that it was on the way. The representative said that she could see the package was on the way and provided a tracking number. Over the course of the past two months I have reached out countless times and they have been running me in circles asking me to provide the tracking number, I provide it, then the next representative asks me to provide the tracking number again (now in email thread).I reached out on the app and they said they are so sorry for my experience and theyd process the refund immediately and Id see it in 1-3 days. I did not in fact see it and when I reached out they asked for the tracking number again despite the screenshots of the conversations I provided.Today they sent yet another email asking for the tracking number. I frankly dont know what to do. I am out $200 and Im out the actual product. It feels like they stole from me and are just running me around until I get sick of following up. Any help would be greatly appreciated. Thank you.

  Business Response

  Date: 01/18/2023

  Thank you for contacting us. I do apologize for the negative experience that you have had with your most recent order. A refund in the amount of $203.89 has been credited to your Afterpay account. Please allow 1 to 3 business days for this to appear on their statement. We apologize for any inconveniences. Thank you for shopping with us. 

• Initial Complaint

  Date:01/09/2023

  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 wish to complain about Urban Outfitters regarding the order that I purchased online on 12/15/2022. I am complaining because Urban Outfitters not helping me even I contacted them many times about not receive the package. When I first learned of this problem, I called them and waited half hours but nobody answered phone calls, so I ended up email them. On 12/30/2022, they replied me and told me to wait couple more days. On 1/3/2023 I contacted the chat support and explained everything to the representative *****, the rep ended my chat without letting me know. So I contacted another representative again on chat, she still asked me to wait due to the holidays. I believed what they told was not helping. So I emailed them again on 1/4/2023, someone informed me that they filed a lost package claim for me. On 1/9/2023, Urban Outfitters contacted me that nothing could be done about my problem. They told me to go to the police station. I believe this response is unfair. We have camera outside but never see the package. They have the obligation to do something. Since they are not helping, I went to the police station to file a lost package. The police told me that they need the confirmation of the delivery. And I contacted the shipping company, they told me that they never received the package from Urban Outfitters. I explained everything to the police, they advised me to contact the retailer and the bank. It was such an awful experience. And it wasted my time and travel fee on a whole day but still not solve my issue. I look forward to hearing from you as soon as possible to resolve this problem. I am attaching copies of my receipt and other proof of documentation of complaint.

  Business Response

  Date: 01/10/2023

  Hi ******, We are sorry to hear that you did not receive your order. A refund of $261.30 has been issued to the original form of payment. Most credits post within 1-3 business days. We apologize for the inconvenience. 

• Initial Complaint

  Date:01/07/2023

  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 made the purchase of $480.76 on Nov 28 2022. I received my order in 4 separate packages. The latest one i received was on Dec 7 2022. I partially returned the items due to awful size and fit. The warehouse received all the items on Dec 14th. I was supposed to receive my full refund of $251.57. I was so ****** to see they only refunded me $8.98 on Dec 24 2022. After calling customer services and 4 days of waiting , i was mad to see that they only returned $174.04 on Jan 2 2023. So i had to call them again. The guy who was helping me named **** told me they had initiated the refund, and i had to wait 48 hours for them to process the refund. After patiently waiting for 96 hours, i did not receive the rest of my refund of $68.55 . So i called them again, this time, ****** helped me and stated that a refund of $86.08 was issued to my ****** on Dec 24 2022. I asked her to provide me with the transaction number of $86.08 which was claimed to be returned to my ******. She refused and stated that one of the team members would contact me via email, supposedly within 72 hours. I have been getting these fake promises. I have been waiting multiple 72 hours. I do not want to waste my time waiting anymore. So i used live chat trying to get my refund back. This time, the customer services staff named ******** told me a different story. I was told $77 of refund was issued as a gift card. After i questioned him/her, another different answer was given. I was told to use an incorrect invoice number to question my bank. Usha closed the live chat conversation without even replying to me.At this point, i can 100% confirm Urbanout fitters is trying to scam their customers. I liked Urbanoutfitters' clothing, but after this encounter, I will never purchase anything from this brand, nor will i recommend any of my friends to purchase from it. Never in my life have i had encountered such hassles from any company like this. You can find thousands of reviews online about people having issues getting their money back from urbanoutfitters. It's either the customer services team trying to undermind urbanoutfitters business, or it's really that urbanoutfitters doesn't care about their reputation at all. Please look into the management of your customer services team.

  Business Response

  Date: 01/09/2023

  My apologies for the inconvenience this entire issue has caused. Based off the information we are collecting on order **********. We notice that we have received 8 items back and part of the retuned was used to reship 2 items out at no additional cost. I have notice the error in processing the entire refund and the issue has been corrected. You should see a refund to pay pal in the following amounts: 12/24/2022 for $8.98 and 1/2/2023 for $174.04 and 1/9/2023 for $72.53. The total refund amount that is now posted is $255.55.

   

• Initial Complaint

  Date:01/06/2023

  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.

  I placed an online order on 11/16/2022 for an item of clothing for my daughter as a Christmas present. The order number is TN13443691. I never received my order. When I check the tracking number it says it has been shipped. Everyday the arrival date changes. I tried calling Urban Outfitters twice but was placed on hold for over 45 minutes for each call. I requested a call back and nobody ever called back. I sent them a message on ******** through messenger and it was never responded to. Their customer service is the worst! Nobody will reach out to me. All I want is a refund of $59.75.

  Business Response

  Date: 01/07/2023

  Hi *******! We are sorry to hear that you did not receive your order and for your experience with customer service. A refund of $59.75 has been issued to the original form of payment. Most credits post within 1-3 business days. We apologize for this inconvenience. 

  Customer Answer

  Date: 01/21/2023

  [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:01/01/2023

  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.

  UDS is a criminal shipping company who hires out their drivers from unknown 3rd party companies who steal customers merchandise from Anthropologie, Free People, and whatever company is horrible enough to use them. I have two packages that show out for delivery as of today and this past Friday. They never arrive. Any order that is handled by UDS goes missing aka stolen. These items are now sold out and I want this package and not a refund. Please locate my package. Please press charges against UDS for hiring criminals who are stealing every customers package. Just look at the reviews on ****** and ****. Stop using them!! Please locate my Christmas gifts for my family immediately. ********** and **********

  Business Response

  Date: 01/10/2023

  Orders ********** and ********** are both showing that they delivered on January 3rd. An email was sent to the customer to confirm but we have not received a reply.

• Initial Complaint

  Date:12/24/2022

  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 12-20 I purchased a Tshirt from a third party seller for $69. When I received it I noticed a hole that wasn’t disclosed in the description. The seller refused to let me return it for a refund. When I complained to UO they claimed that they can’t do anything even though the seller is selling under their name. I’ve been a loyal customer for a very long time and I can’t believe that their policy is to do absolutely nothing when a problem like this arises. Order# **********

  Business Response

  Date: 12/30/2022

  Hello,

  I am sorry for the inconvenience that this has caused. Since this is a market place item we are unable to refund. 

  This item is sold and fulfilled by a ** **** seller and will ship separately from other items in your order. Please review the sellers shipping and return policy below for more information about this item.

  Want to know more about ** ****? Please click here to visit our FAQ page.
  ** **** Seller Shipping + Return Policy
  Please note that all sales are final. No returns will be taken.

  Customer Answer

  Date: 01/06/2023

  [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:”Final sale” should not apply to items with undisclosed defects. Buyers should be made aware that if they have a problem with an item purchased from a third party seller uo won’t help at all!
  
  Regards,
  
  ***********************************
  

  Business Response

  Date: 01/10/2023

  A full refund was issued for the Vintage ******** Tee in the amount of $69.00 on January 5th. 

• Initial Complaint

  Date:12/23/2022

  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 purchased a pair of shoes for $60.62 on 11/02/2022 order number ********** along with another pair of shoes and earrings. I tried to exchange 1 pair of shoes through the mail and they weren’t received in time so I got a refund. I brought the second pair of shoes into the store and exchanged them for a larger size. I ended up returning the shoes on 11/30 in store. I never received my refund, I tried calling the store and was told I need to go in because they couldn’t pull up my transaction over the phone. I go into the store and then I’m told everything shows returned on their end and there’s nothing they can do about it. Call customer service, provide everything that was asked of me including the store return receipt and I’m told I’ll get my refund in 1-3 business days, never received. Then I get an email from customer service saying they’re unable to process my return because they’re missing my in store receipt that the customer service representative confirmed he saw while with me on the phone and to go into the store for help…when I already went into the store and was told there’s nothing they can do about it. I’m going in circles with urban outfitters and have provided everything that has been asked of me to prove I haven’t received the funds.

  Business Response

  Date: 12/27/2022

  I show a refund for $60.62 posted on 11/30 and a refund in the amount of $15.16 on 11/16.  On November 16th a new pair of shoes was sent from order **********.  If transactions happened in the store you must go back to that store as we are unable to see those transactions.

  Customer Answer

  Date: 12/29/2022

  [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:

  Please see attached PDF. My whole order was returned and the returns to my account are missing $60.62. A new pair of shoes was shipped on November 16th and I returned them on November 30th (last attachment on PDF). I tried going into the store and was told “we can’t do anything about this because when we pull up your order it says everything has been returned.” Customer service tells me to go into the store and the store tells me I need to talk to customer service. I am tired of going back and forth, especially when the employees in the store are rude and no help and completely out of my way. I have provided everything that has been asked of me to figure out this return and every time I’m assigned to someone new. Yes, there is a refund amount of $60.62, but I purchase 2 shoes so there should be 2 with a full order return of $136.40.
  
  Regards,
  
  *******************************

  Business Response

  Date: 12/30/2022

  Hello,

  I am seeing there are 2 refunds for this order.  **********

  refunds returned back to a ****** **** ending in: ****

  $60.62   11/30/2022

  $60.62   12/30/2022

  Customer Answer

  Date: 01/03/2023

  [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:12/20/2022

  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 placed an order online (**********) on 11/23/22 in the amount of $86.13. This was for ***** ******* ******** *** Gift Shop Tee and ***** ******* ** ******** Crew Neck Sweatshirt. Upon my order being delivered on 11/28 I noticed that I was sent the wrong size sweatshirt. The tee shirt also didn't fit correctly so I started an online return for both items, opting for shipping as the return method. I scheduled a pickup for both items via USPS which were shipped in separate packages with their corresponding shipping label. The sweatshirt tracking # ********************************** shows it was picked up on 12/12 at 2:52 pm, and by 9:26 pm it was marked as Delivered to Agent - Picked Up by Shipping Agent. The tee shirt tracking # ******************************** just shows the message Your Return Had An Exception with no tracking updates at all. The current status is Label Created even though they were shipped the same day.  I’ve tried countless times to reach customer support via live chat and phone, but it is impossible to get ahold of a human being outside of email. The one time I was able to connect to customer service I was told I could expect a refund by 12/19, which has come and gone. I didn't think it would be this much of a nightmare trying to return two items.

  Business Response

  Date: 12/29/2022

  The return for the ***** ******* ******** *** Gift Shop Tee from order ********** was processed on December 28th. A refund was processed back to the original form of payment in the amount of $24.48. Please allow this credit 1-3 business days to appear back on the account.

• Initial Complaint

  Date:12/14/2022

  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.

  On Nov. 22, 2022, I bought some clothing from urban outfitters because they were having a large sale. My order number is **********. On the 23rd I received an email saying my items have shipped. It has been three weeks and no update on shipping. I have spoken to three agents over email and two over the phone, one who said they were going to look into something but then hung up on me. The other rep who I spoke on the phone with said I have to wait to receive an email for a refund - which I had already been told by another rep over email saying I had to wait 1-3 business days. Its been three days and still nothing - I made my order early hoping to get my package WELL before Christmas. If this were a better company they would have resent the items already. I want my items resent with the sale price I bought them for AND express shipping for the inconvenience. I also have to have my shipping address changed now because I won't be at the address I had it originally going to be sent to - it now has to be sent to my billing address because it has taken so long. I've been reading tons of ********* comments on their page with other customers experiencing the same thing. What a crap company.

  Business Response

  Date: 12/20/2022

  Unfortunately, the package from this order appears to be lost in transit by the courier. A full refund was issued for the order on December 16th. Please allow 1-3 business days for this credit to post back to the original form of payment.