Complaints

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

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• 

  Urban Outfitters, Inc

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

• 

  Urban Outfitters, Inc

  1627 Walnut St Philadelphia, PA 19103-5402

• 

  Anthropologie

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

• 

  Urban Outfitters

  8030 Renaissance Pkwy Ste 980 Durham, NC 27713-8262

• 

  Urban Outfitters, Inc

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2022

  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.

  My order was shipped out in multiple deliveries. After receiving all packages one sweater was missing valued at $27.99, the other sweater was damaged and now out of stock valued at $27.99. I reached out 3 days ago to look for a solution and was told a refund was started. I never received an email notification to confirm the refund was started. I have been checking each day for an update and keep receiving the same response. I don't believe the agents started the refund and for some reason I am being lied to. I am tired of following up and looking for a refund for the items I did not receive or received unwearable.

  Business Response

  Date: 12/05/2022

  Hello,

  I hope this email finds you well. After reviewing the order (**********) in question, I see that the refund for both items was issued on November 23, 2022 back to ********. Please contact ******** if there are anymore questions regarding this refund. 

  Thanks,

  URBN Inc.

• Initial Complaint

  Date:11/18/2022

  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.

  Have an old gift card. Tried to check the balance online with no luck. Appears that their gift card system has since changed. I did online chat with customer service, called in, pinged their social media, and emailed a few parties - no luck on getting the balance. They directed me to multiple places and no one can provide a balance. I cannot use the gift card online as they're on a new system. The front is stamped with $25. Urban Outfitters is basically saying sorry, we can't get a balance nor do we want to offer you a courtesy new card (that can actually be used online). So here I am months later from the start of my search and filing a BBB complaint.

  Business Response

  Date: 11/22/2022

  Unfortunately, due to it being an aged card, it isn't coming up in our gift card program or our ordering system. Since we are unable to accept the gift card, I've sent you a discount code that you may use on a future order.

  Business Response

  Date: 12/30/2022

  As a courtesy, we are going to send you a e-gift card for $25.00. Please check your email in a few hours and you should have it. it will be sent to the email associated with this claim. ***************. Have a nice day.

  Customer Answer

  Date: 12/31/2022

  [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:11/15/2022

  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 have purchased the Cheetah Table Lamp from Urban Outfitters. Today it started sparking and smoking at the on/off switch on the cord. This was in my child's room and could have caused a fire. I tried to address this with an agent online. But because it was purchased more than one year ago, the agent offered no solution. I believe this item should be looked into for safety, and at a minimum I would like a refund for the lamp. Yes it was purchased outside of the return window, but this could have caught my house on fire or worse.

  Business Response

  Date: 11/22/2022

  I apologize for the condition of the lamp. I have issued a full refund for the item. Please allow 1 to 3 business days for the refund to reflect in your account.

  Customer Answer

  Date: 11/22/2022

  [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:11/05/2022

  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 03/03/2022 I placed an order for a total of $83.42 (Order #**********). It was a pre-order expected to arrive around June. When I make pre-orders with Urban Outfitters my credit card gets a pre-authorization hold and then falls off and gets charged when the item ships. For whatever reason this time the charge posted right when I placed the order and I didn't see it as a big deal because I would be getting the item a few months later anyway. I was completely wrong because after countless emails stating my order kept getting pushed back I contacted them to cancel my order and give me a refund because at this point I was not about to wait almost a full year for an order. No refund was received after my order was cancelled for more than a week and I kept contacting customer service for the refund and they kept telling me I would receive it in a few business days. After constant back and forth I filed a chargeback with my credit card in order to get my money back for an item I never received. Urban outfitters claimed to my credit card company that I received a signed package from *** for my order. Yet the tracking number Urban Outfitters provided to my credit card company was a tracking number from *********, so they literally just provided a random tracking number to try and steal $83.42 from me. I explained that to my credit card company and that there were was no way I could've possibly even received the item because I cancelled the order, then I got my money back. Come to find out after all this whenever I try to place orders on Urban Outfitters they're immediately cancelled because there's a hold on my account. I keep emailing them asking why and they simply tell me that they'll contact me within a few business days with a reason but I've received nothing back at all. I think it's safe to assume that after reading the complains on here it's because of the chargeback. So because I charged back to get my money back for something I never got I can't order anymore?

  Business Response

  Date: 11/07/2022

  Hello,

  My apologies for the inconvenience this issue has caused. The order ********** in your statement provided is an order that was cancelled and never shipped out. We do not show you ever got charged for this order. However, you did dispute your charges on a separate order ********** that was placed on 2/4/2022 for 2 of the *** ********* - Four (Deluxe) Limited **** Translucent that was shipped out and delivered by ********* on 3/6/2022. Please see link below. Since this order was shipped and delivered, your card was charged but you bank disputed it. Just to make sure we are clear, you never got any charges for the order ********** that was placed on 3/3 and the charge you see on your account belong to the order ********** that was shipped out on 3/3. That is why you see that charge posted its just not for the order you think it belongs to. If you have any additional question, please follow up with our dispute team at ************

  *********************************************

  Sincerely

  Management. 

  Customer Answer

  Date: 11/10/2022

  [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: I now understand that I had two different orders mixed up. It wasn't cleared up to me before filing a complaint that I just had another order for the same amount charged on that same day which led me to believe I was being charged for something I never received. I still want to place orders on Urban Outfitters so I want a way to pay back the disputed amount so the hold on my account be removed so that I'll be able to place orders again.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/25/2022

  Hello,

  I hope this email finds you well.  To pay the disputed amount please follow up with our dispute team at ************. Once the payment is made you will be free to order on our Urban Outfitters website.

  Thanks,

  Management

  Customer Answer

  Date: 11/29/2022

  [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: I've followed up with the dispute team twice in order to pay back the disputed amount but they have not reached back to me with a way to pay it back.
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 12/31/2022

  Hello ********, After reviewing your order history. You have several orders placed that have not canceled. You were sent a free to order email. Your account is not on hold and you are free to order

• Initial Complaint

  Date:10/30/2022

  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 order on October 23rd and Urban Outfitters notified me that my package was delivered on October 28th. It is October 30th, and my package still has not been received or found. I was supposed to get these items before Halloween because a lot of the things I ordered were going to be part of a costume but now it looks like I have to come up with something else. I tried endlessly to contact Urban Outfitters and call them but they were not much help and asked me to keep waiting for my package. I am very frustrated and all I wanted is my package. But now I am just looking to get a refund instead of a reshipment since I do not want to run into the same problem again and it will be past the date when I needed the costume. Any help would be great. My order number is **********.

  Business Response

  Date: 10/31/2022

  We are sorry to hear that you have not received your order. Your package shipped in 3 separate shipments.  Below is the tracking and where they were left

  **********************:    Your item was delivered to the front desk, reception area, or mail room at 3:20 pm on October 28, 2022 in AUSTIN, TX *****.

  **********************:    Your item was delivered to the front desk, reception area, or mail room at 3:19 pm on October 28, 2022 in AUSTIN, TX *****.

  ******************:

  Delivered On
  10/28/2022 4:52 P.M.
  Delivered To
  AUSTIN, TX, US
  
  Left At
  Locker

  We have filed a lost package claim, but we give the carrier an additional 2 business days. Please check your reception area and or your mail room. 

• Initial Complaint

  Date:10/27/2022

  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.

  My post office accidentally switched the label on an exchange to Urban Outfitters and it ended causing the wrong item to be sent. After realizing this I called customer service and let them know it was a mistake from my post office. They let me know that the warehouse would realize it was the wrong item sent and send it back, they asked me to wait a couple days. A week went by I called again they keep telling me the warehouse hasnt received it even though my tracking number said it was received. But that they would escalate the issue and call me back. A few days went by Im at 2 weeks now waiting. I called back and asked to speak to a supervisor. The supervisor was very dismissive she sounded like she was having a bad day and didnt want ti help from the minute I started speaking to her. Her name is *******. I let her know I was happy to pay for any shipping fees. She kept telling me that they are not responsible for items sent wrong and was just no help at all. Even though I understand this was not an error from Urban outfitters I do believe that they should return items that are not theirs specially when the customer is calling and offering to pay for the shipping fees. The item returned was of great value its extremely frustrating that customer service is no help at all. I mean why call it customer service if they wont help at all. The first time I called they told me I would get the item back once they realized it was the wrong item and the supervisor ******* let me know I might never get it back and to basically stop calling and dispute it with my bank.

  Business Response

  Date: 10/28/2022

  We are sorry to hear about your dilemma!  We have notated your account so if the warehouse receives it back we have asked to return to you. This can take 2-3 weeks to process a smart label once we receive it in. Please note: Urban Outfitters is not responsible for any items not purchased from UO returned to us by mistake. 

• Initial Complaint

  Date:10/25/2022

  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.

  I am having issues with my UO reward points correctly posting to my account. The issue has been persisting since August without any resolution. I’ve reached out via phone, email, online chat, twitter and ******** without getting my problems resolved. All of the frontline reps have opened tickets for this issue and told me I should receive resolution via email in 48-72 hours but I still haven’t received resolution for my problems. Some of my review points have posted, but some of them are still clearly lacking (either by partially posting points or not posting any points). As shown below this is a systemic issue that has continued to keep points from correctly posting to my account for several months. Here are the issues I’ve noticed for receiving points for reviews I’ve posted on the UO website. - On 7/30/2022 I posted 10 reviews with images to meet my July quota of 10 monthly reviews. There was a slight delay in the points for these reviews so they all posted in early August (11x on 8/3/22, 2x on 8/4/22, 1x on 8/5/22, 5x on 8/6/22). I received all these points correctly. - On 8/28/2022 I posted 10 reviews with images to meet my August review quota, but since my July reviews/points didn’t post in July it caused no points to post for my August reviews/images. I’m expecting 140 points (10 reviews at 7 points each with 7 point image bonuses for each review). This is what I originally reached out about. - On 9/25/2022 I posted 10 more reviews and have only received partial points for these reviews (4x on 10/1/22 and 1x on 10/2/22. All 5 of the reviews that had points posted were missing their picture bonuses. So of the 10 reviews I posted in September I’ve only received 35 of the 140 points that should have posted. I’m expecting to receive an additional 105 points. - On 10/20 I posted 10 reviews with images which should have yielded me 140 points. All the reviews have posted but I’ve only received 70 points.

  Business Response

  Date: 11/02/2022

  Thanks for reaching out! We have looked into this further, and you have actually received more points than you should have for 'Write a Review' over the course of the past few months. It looks like you wrote in around July/August explaining that you were missing points. So you were manually given 42 additional points for reviews written in July, on top of the points issued to you on 7/5 and 7/26. As for August, you received points 11x on 8/3, 2x on 8/4, 1x on 8/5, and 5x on 8/6 (as some of these reviews were written in late July). So there you were issued more points than should have been issued due to the manual points that were given in July. As for October, you received points 4x on 10/1, 1x on 10/2, 10x on 10/25, and 5x on 10/27 (again, for some reviews that were written in late September).Please keep in mind that points for reviews can take 3-5 days to appear on your ** Rewards account. The maximum number of times you can receive points for 'Write a Review' is 10x per month. Not all reviews are approved and posted to our site, and I can see that a few of your reviews over the course of the past few months did not get approved or posted. So, you are not missing any points for writing reviews in July, August, September, or October.Checkout the ** Rewards page here to see all the ways to earn and let me know if you are missing any additional points *********************************************.

  Customer Answer

  Date: 11/04/2022

  [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 the exact response they provided via email after giving me the runaround for several months. I provided a lengthy response to their email team which hasn’t been responded to in 5 full business days (when they request 24-48 hours to respond to emails). I am attaching my lengthy response which further explains the extend of the issue.
  

  Ultimately their rewards system is not working correctly and they refuse to acknowledge the systemic issues and take responsibility for the issue.

  This is hands down the worst customer service experience I've ever had. When trying to resolve this issue I've had very friendly interactions with their phone line, chat line and social media teams but they have never yielded any results and any interactions past that point have been slow and helpful.
  

  This has been a truly nightmare experience and I strongly recommend people avoid using Urban Outfitters in the future. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  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.

  Placed an order with Urban Outfitters 08/17/2022, order #**********. When package was received, it was not what I ordered. I ordered a sweater for $62.10 and received a mesh bralette. I called customer service and told they would re-ship the sweater. I received the sweater soon after. Then I got an email saying they were attempting to charge my card for $62.10 because they did not receive the item back. I was never provided a shipping label or informed that I had to return the bralette, let alone that I would get charged the price of a whole other sweater because I never returned a bralette that cost $22. I called customer service again and was told that the item I received instead was never documented therefore since they didnt receive it they were going to charge me for another sweater. I dont believe its my duty to pay for another sweater because the bralette was not documented by the company.

  Business Response

  Date: 10/24/2022

  *****,

  My apologies for the inconvenience. Please send us the return tracking number for the incorrect item you received on the first order so we can updated this issue on our end. We noticed when the exchange order was placed to ship out the correct item, you got an email letting you know to return that item back. 

• Initial Complaint

  Date:10/19/2022

  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.

  I placed an order with Urban Outfitters for a pair of shoes, I used my *** email address because it's linked to my ******, and it makes things easier. Though my main e-mail address is ****************************** order was initially out for delivery on Saturday October 1st, but never arrived. I was concerned so I reached out to both Urban Outfitters and *********, the courier, to see if they had any info. As someone who has worked in shipping for many years, I know how easily things get lost, so I wanted to see if that may have happened. Both companies assured me it would arrive soon and to give it some time. On October 7th, I got a delivery confirmation, but nothing was delivered. I have a **** Doorbell Camera and have video evidence of nothing being delivered to my house from *********. Urban Outfitters told me to wait 48 hours because "sometimes that happens" so on Tuesday October 11th I followed up. They said they would put in a lost package claim for me, and then later that day I got emails informing me that there was nothing they could do. They told me to reach out to my (payment method) to dispute it, have my home owners or rental office handle it, or contact the police. When I reached out to PayPal to start a claim, Urban Outfitters sent me an email saying they were going to ban me because I was stealing funds from them. I followed back up with ********* and they actually told me that they COULD NOT confirm it was actually delivered. I have tried to send this info to UO but they aren't responding. Ultimately, ****** denied my claim because UO provided them with delivered tracking information. I just want my money back for the item I never received.

  Business Response

  Date: 10/21/2022

  *********,

  Please note a hold has been placed on your account and future orders will begin to cancel as a dispute was opened with your card company on order ********** with the transaction date of 9/30/22 for the amount referenced below. 

  The funds we had charged your card were taken from us and placed back on your card as a credit.  Until we are provided with a pay method to cover the amount due of 179.64,  your orders will cancel.
  
  If you have further questions regarding this chargeback, please contact your issuing bank. Please note if multiple disputes are opened you will be receiving a separate email on each transaction amount disputed. We ask that you check your email for multiple dispute notifications to ensure all outstanding issues have been resolved.
  
  After contacting your issuing bank, please respond to this email or contact the Disputes Department at the phone number provided below. The Disputes Department is open from 8:00 am to 5:00 pm EST Monday-Friday. If you are outside the contact time frame please respond to the email so we may reach out during working hours.
  
  Disputes Department: ************
  
  We do apologize for any confusion and inconvenience regarding this issue.  If you believe you have received this message in error or have additional information to provide, please contact us.
  
  Thank you.
  
  Please note Urban Outfitters, Inc. includes the following brands: Urban Outfitters, Anthropologie, Free People, BHLDN, and Terrain. Please note the hold will affect all brands.
  
  This notice is an automated message that is sent when responding to a notification of dispute from a financial institution. If you would like the account to be reviewed further, please contact the disputes department at the number provided.

  Customer Answer

  Date: 10/21/2022

  [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:10/19/2022

  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 with Urban Outfitters for a pair of boots. The item was marked as delivered 10/11. I chatted with customer service and let them know I did not receive my item. I was told to wait 48 hours because the delivery could show up later. After waiting 48 hours, I reach back out to customer service and was told they would not be providing a refund because it was marked as delivered. I stressed to them I did not receive the order and they refused to provide a refund. They even stopped emailing me about the issue. Now I’m out $120 for boots I didn’t receive.

  Business Response

  Date: 10/19/2022

  I apologize that you did not receive your shipment. The
  carrier UPS verified that your package delivered to the address on file. If you
  did not receive your shipment, please file a theft report with your local
  police department and speak with your Home Owners or Renters Insurance company
  about reimbursement for the stolen property.  I apologize for any
  inconvenience this may cause.

  Business Response

  Date: 10/21/2022

  Since *** has confirmed that this package was delivered to the address on file, we are unable to ship a replacement or issue a refund. You may dispute the charge with your credit card company. 

  Customer Answer

  Date: 10/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I contact urban outfitters the day it was marked delivered and no where to be found. An agent advised me it would be handled after the 48-hour waiting period. It is beyond that waiting period, and they have not handled the situation. 
  
  
  Regards,
  
  
  
  ****** ******