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

  3111 M St NW Washington, DC 20007-3705

• 

  Urban Outfitters

  3006 Hennepin Ave Minneapolis, MN 55408-2614

• 

  Urban Outfitters, Inc

  1513 5th Ave SE Olympia, WA 98501-1701

• 

  Urban Outfitters, Inc

  1125 NW Couch St Portland, OR 97209-4142

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:12/08/2022

  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.

  There is a restriction put on my account because an item I returned in August was not scanned by the UO store at **** **** ***, Cincinnati, OH *****. I ordered the ***** Standard Reusable Tote Bag in the color Sapphire (a blue print with vegetable illustrations) in my order **********. Then a pastel stripes print came out and I decided to exchange my vegetable print tote with the striped one. The exchange order number is ********** , it's not displayed in my order history, so I can't find how UO named the print, the print's official name from ***** is called "********." When I received the pastel striped tote I felt a bit disappointed because it had too many yellow stripes, and didn't look as good as the product picture which had mainly blue and pink stripes. So I returned the pastel striped tote to the UO store 1-2 weeks after it was delivered to me. The store associate was a little confused about how to process the refund for an exchange, so I told her there was no need to refund me because I was going to keep the vegetable print tote in my original order. Then she took my returned item and packing slip and said everything was ok and I was good to go. I don't know why my return wasn't scanned. Could you please help to remove the restriction on my account and restore my cancelled orders ********** and **********? The email and phone customer service representatives were very polite but not given enough authority to help with this issue directly so I decide to write about my problem here. Thanks

  Business Response

  Date: 01/22/2023

  We are sorry to hear about your account. Please contact our Order Processing department to assist you better.  When calling from US or Canada | **************.

• Initial Complaint

  Date:12/06/2022

  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.

  Order#********** Placed an order on 11/26/22 for a large multicolor polo shirt to be delivered to my home address. On 12/2/22, I received a email from Urban Outfitters that my order was delivered. I was home all day and never received any package. I have cameras throughout my entire home. I used the tracking number that was included in the email and it shows delivered to Fort Lauderdale when in fact I live in Lauderhill and that is stated in my order of Lauderhill not Fort Lauderdale. Order was never delivered to the correct address let alone correct city. Fort Lauderdale and Lauderhill are two different cities. I call Urban Outfitters customer service same exact day on 12/2/22 and was told he can process a refund since the item is no longer in stock in my size. I was disappointed because I really wanted the shirt. He said he would issue me a refund and within 3-5 business days I would be refunded back to original form of payment method. On 12/6/22, I still was not refunded back after checking with my bank. I call Urban outfitters customer service on 12/6/22 and was given another BS story and was transferred to a supervisor by the name of Aaron who said he would create a case for a refund since it shows two different cities. Im not getting anywhere with this company. Bottomline is that the tracking shows two different cities and I am not responsible since this a carrier and sender issue. I paid my money for the item and I never received it. I live in Lauderhill shows delivered to Fort Lauderdale two different cities. I want my refund back of #133.75 to my original form of payment.

  Business Response

  Date: 12/12/2022

  Thank you for contacting us. We sincerely apologize for the negative experience that you have had with a recent order. A full refund has been issued & should appear on your banking statement within 1 to 3 business days. We apologize for any inconveniences that this has caused. Thank you for shopping with us. 

• Initial Complaint

  Date:12/01/2022

  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.

  Over the last year and a half i have made several purchases with Urban Outfitters (online) totaling in hundreds, possibly thousands of dollars. I am a member of their rewards program, where you receive points for dollars spent and those points accumulate and turn into rewards to be spent on their merchandise. I noticed at some point that i was not receiving emails about my rewards and contacted them. I spoke to at least 10 different people and the final result was that I had two reward account numbers issued to my name. The problem is that even though when i am logged in it states I am gaining rewards on account #1, they are in fact being sent to rewards account #2, which i have zero access to. They tried to combine accounts, and then just omit one to get me my points (which is really dollars to be spent at their store) and were unable to fix this issue and told me i am out of luck. I am coming to you as i feel this is bad business practices on their account.I have multiple receipts and can submit them if you need them.

  Business Response

  Date: 12/20/2022

  The 2 accounts were reviewed thoroughly. Everything is accurate & up to date with the preferred email address. This account has all the recent point earning activities for 2022.(59 points total YTD). There are no points to combine from the old account since there has been no usage,

  Customer Answer

  Date: 12/23/2022

  [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: the information sent to you from the company is untrue and inaccurate. I have 39 points in my account, not 59 and have not received points on the 8 purchases i made in 2021. I had contacted them numerous time during that year to get this cleared up, spoke to numerous people in tech support which ended in them telling me there was nothing they can do. It is their point system...they should be able to fix this.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:11/29/2022

  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 made an online purchase of two vinyl records on November 19, 2022.- I received a confirmation of shipping email later that same day, November 19, 2022 - It said it had shipped by *** with an expected delivery of November 28, 2022.- On November 28 when the order did not arrive, I checked the shipping status with *** and it said "waiting for vendor to provide the product."- I tried contacting Urban Outfitter by social media and email and received canned responses telling me the package had, in fact, shipped. And should be here by Friday, December 2, 2022.- This was not what the online shipment tracking said.- I got an email from Urban Outfitters that claimed it was slow courier (***) causing the delay.- So I called ***, gave them the shipping number, and spoke to someone in person who said "no, that is not true, Urban Outfitters created a waybill, but they have not given us any product. Nothing has been received to ship."- So Urban Outfitters is now caught in a flat out lie to me.- I needed the package by December 3, and that is not going to happen. - I have now twice requested a cancellation and refund since it hasn't even shipped, but that has not happened.- Very frustrated and hoping you can help.

  Business Response

  Date: 12/05/2022

  I am showing that we processed a refund for the order ********** on November 30th. It can take 3-5 business days to post to your account. 

• Initial Complaint

  Date:11/29/2022

  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 November 14, 2022 I placed an order for an upcoming vacation on Urban Outfitters for a total of $129.99. I was given a confirmation email for the order (**********). I was told I should expect to receive the package in 7-10 business days. Since I received the tracking information I have been following along with the delivery updates. On November 22, 2022, it said the package was out for delivery. I made a point of staying home all day. No delivery. I even left a note at the door for the delivery man, so he knew we were home. Nothing. I checked back by the end of the day and it said delivered. This was not the case. I contacted Urban Outfitters and they told me to give it another 3 days or so. It STILL has not been delivered and UO refuses to take any responsibility or accountability for what happened. They told me to file a complaint with my bank or a police report. Really? A police report? That isn’t their responsibility. As a business, if you are unable to sort the logistics of the online services you are providing your customers and refuse to be held accountable, you shouldn’t have an online website in the first place. You are stealing from the people who support you. I’m tired of playing phone tag and not receiving a call back. I just want my money back for the things I never received. That’s all. It’s a tiny cost to a business of this size, but to me that is a lot of money to spend on a package that I never received. I never want to give Urban Outfitters a dime again after this experience. A total nightmare.

  Business Response

  Date: 12/07/2022

  The tracking for order ********** has been confirmed that both packages were delivered. You will need to confirm which package you didn't receive.

  Customer Answer

  Date: 12/14/2022

  [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 is not the solution I'm looking for. The tracking number is ******************** or **************** depending on which website you track it with. Both of those numbers when tracked say delivered but the items never arrived. There was no slip left either. 

  **** 

  Business Response

  Date: 01/21/2023

  Based on the customer confirming the tracking number for the package she didn’t receive and her account history, we have issued a refund for the items included in that package.  The customer received an email that the refund was processed and should allow 1-3 business days for it to appear back to the original form of payment.
  

  
  

  Urban Outfitters  

• Initial Complaint

  Date:11/29/2022

  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 have sent several emails with photos of my receipts and bank statement to customer service, but the agents don't seem to understand my question. I made a return of two items from my order ********** on Nov 14, I was refunded $50.87 but the total cost of the two items was $61.23. While I don't know the exact cause of the error, my guess is that a price adjustment inquiry I submitted in October might be part of the reason. I placed the order on Oct 3, the item "***** Puffy Water Bottle Sling Bag" went on sale on Oct 4, I asked for a price adjustment with a live chat agent but I was only refunded $0.01. Then ** had an extra 40% off sale on Oct 5, so I decided to simply return the item and order a new one. I carefully go through my bank statement and I am certain I was only refunded $0.01 for the price adjustment on Oct 6. After I returned my items and found my refund amount incorrect, I emailed customer service but UO only refunded me 0.56 for my inquiry. Could you please help to refund me the remainder of $61.23-$50.87-$0.01-$0.56=$9.79? Thanks

  Customer Answer

  Date: 12/12/2022

  There is a restriction put on my account because an item I returned in August was not scanned by the UO store at **** **** ***, Cincinnati, OH *****. I ordered the ***** Standard Reusable Tote Bag in the color Sapphire (a blue print with vegetable illustrations) in my order **********. Then a pastel stripes print came out and I decided to exchange my vegetable print tote with the striped one. The exchange order number is ********** , it's not displayed in my order history, so I can't find how UO named the print, the print's official name from ***** is called "Riverbed." When I received the pastel striped tote I felt a bit disappointed because it had too many yellow stripes, and didn't look as good as the product picture which had mainly blue and pink stripes. So I returned the pastel striped tote to the UO store 1-2 weeks after it was delivered to me. The store associate was a little confused about how to process the refund for an exchange, so I told her there was no need to refund me because I was going to keep the vegetable print tote in my original order. Then she took my returned item and packing slip and said everything was ok and I was good to go. I don't know why my return wasn't scanned. Could you please help to remove the restriction on my account and restore my cancelled orders ********** and **********? The email and phone customer service representatives were very polite but not given enough authority to help with this issue directly so I decide to write about my problem here. Thanks

  remove the restriction on my account and restore my cancelled orders ********** and **********

  Business Response

  Date: 12/18/2022

  The additional refund was processed on November 30th. The refund amount $10.55 should have posted to the ********** ending in **** within 1-3 business days after. We adjusted $9.79 + $0.76.

• Initial Complaint

  Date:11/28/2022

  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.

  I am writing to request a total of $1118 refund for orders #********** and **********. These two orders were canceled by Urban Outfitters and never shipped. The most ridiculous thing is Urban Outfitters refunds me two e-gift cards with balance of zero. Every time I contact the representative of Urban Outfitters, they assure me they will contact me within 24-48 business hours. But I never got any reply. I attached again my bank statements, and email receipts of gift cards bought on an absolutely legitimate website. Please refund me

  Business Response

  Date: 12/05/2022

  The gift cards used on the orders ********** and ********** were fraudulent. You will need to dispute with the third party that you purchased the gift cards through.

• Initial Complaint

  Date:11/28/2022

  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.

  I returned my package from order ********** on October 31st, It was more than 14 business days that the return package was not received by Urban Outfitters. I called *** and they told me that Urban Outfitters has to be the one to file a claim Because they made the label. I have called several times between *** and Urban Outfitters within the past month and Urban Outfitters refuses to file the claim or issue a refund of $689.01 for a package that *** has confirmed to be lost in transit. I have tried to resolve the issue directly with Urban Outfitters but they are being very unhelpful as for something that is not the fault of the customer's.

  Business Response

  Date: 12/20/2022

  We reached out to the customer and advised that she will have to dispute the charges with the bank.

• Initial Complaint

  Date:11/27/2022

  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.

  In 2020 I placed the last purchase I was able to make with UO. One item among my larger purchase, which cost a total of $47 dollars, was sent damaged by large unsightly and unexpected bleach stains. I sent photos of the damage and received a refund. A few days later I was notified by UO that I needed to send back the damaged item, but I had already thrown it away. After some back and forth with customer service I thought the issue was resolved. Actually they placed me on a prohibited from purchasing list. I have never been allowed to purchase from UO again. I tried to order larger orders online in 2022 (over 500 each) and both orders were cancelled systematically with no further explanation. Im appalled that Im being treated like a criminal because of this issue when I have been a loyal customer for 2 decades of my life.

  Business Response

  Date: 11/28/2022

  One of our chat agents that you were corresponding with, submitted a request on Sunday, November 27th, to our order processing team, to have your account reviewed. Please allow 3 to 4 business days for a response from that team.

• Initial Complaint

  Date:11/22/2022

  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 July 26, I placed order ********** for $5,014.81. On August 1, I started a return for the order **********. I was given two USPS return labels. I returned the first half of my order using the first return label which had the tracking number **************************. I received numerous refunds totaling $2,670.43.I returned the rest of my order with the second return label which had the tracking number **************************. The return package was delivered on September 9. At the beginning of October, I contacted Urban outfitters numerous times via live chat on their website regarding the refund for my remaining items in the second return package and was told I would receive an update within 24 to 48 hours only to never receive an update. On October 18, I received an email from **** stating, "It appears that the Smart Label does not show the package was scanned at any USPS facilities for return." even though the USPS website says it was delivered. I replied back the same day, providing the return number and a screenshot of the USPS website showing the package was marked as delivered. I did not receive a response until November 17. While waiting for a response I continued to contact via live chat and follow up on the email thread with proof of delivery and the name of items I was missing refunds for. The response I received on November 17, once again said no scans have been made by the courier to show as in transit. I replied with a link to the tracking page of the return package and a screenshot only to receive no response. I received multiple conflicting emails, one stated that they were unable to access my order, another stated all items in the recent return have been refunded, and a third said it seems as if the warehouse has not received my return. After the initial refunds given for my first package which amount to $2,670.43, I have not received another refund. I am yet to be refunded the remaining $2,344.38 which would make a complete $5,014.81.

  Business Response

  Date: 11/26/2022

  Thanks for contacting us! Upon checking, looks as if your package has not been refunded by our warehouse. If it has been up to 14 business days since you returned your package, we would recommend reaching out to your bank for a refund. We do apologize. We are unable to process refund for items that have not been returned. Thanks for understanding. 

  Customer Answer

  Date: 12/08/2022

  [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: The return is showed as delivered which means you guys received it. Also in the attachments I provided **** states, "I am reaching out to you regarding your return refund request on order **********. According to our records, all included items have been refunded from this parcel. Please confirm any additional tracking for the order so we can process any additional refunds as soon as possible". This means you received the return and refunded me for my some items inside of the package. Now you are saying you never received the return. If you never received the return how did you refund me for some of my items?
  
  Regards,
  
  *'*************************
  

  Business Response

  Date: 01/21/2023

  For this customer’s order **********, the items that have been refunded at this time were not based on a return being received. They were based on the customer reaching out to say that they did not initially receive either an entire package or items in the package.  Looking at the tracking the customer has provided, we are not able to confirm that the package was returned to our facility.  Our return department has not received and processed the returned items.  At this time we would not be able to move forward with a refund as we cannot confirm receipt of the return. 
  

  
  

  Urban Outfitters  

  Customer Answer

  Date: 01/21/2023

  [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 used the shipping labels Urban Outfitters provided. Both of the tracking numbers say delivered and it is Urban Outfitters responsibility to locate my returns.
  
  
  Regards,
  
  
  
  ******* *******
  

  Business Response

  Date: 01/24/2023

  Based on her account history, we have refunded this order completely as a courtesy.  We do ask that when creating returns in the future, the customer access her order information on our site and create the return through the portal.  This will allow not only the USPS label to be tracked but also will allow tracking for the second leg of the return window as it moves from USPS to the return agent and back to us. 
  
  The customer should allow 1-3 business days to see this refund back to her original form of payment.

   

  Customer Answer

  Date: 01/24/2023

  [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,
  
  
  
  ******* *******