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:10/16/2022

  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.

  Hello,On October 4th I placed an online order for 353$, order #********** with Urban Outfitters. Not 12 hours later, I received an email detailing your order has been cancelled due to no response to our request to validate your order. Between my order confirmation email and the cancellation email, I received no contact from Urban Outfitters attempting to validate my order. After calling UO customer service, I was referred to order processing, and back to customer service (**********************). I was assured my 2nd attempt at ordering would go through (it did not), placed on October 11th, order #********** for 375$. Finally the 4th customer service rep I spoke to ******* over email told me there was a security issue with my payment method, something Ive never had any problems with despite placing online orders with several companies in the same timespan I have spent dealing with UOs customer service (now 10 days). The previous UO reps I spoke with assured me my 2nd order should go through as there was nothing wrong with my account or payment method so I dont understand why now I am being told it is my payment method and am wondering if the security issue is UOs and not mine. The last customer service rep ******* I spoke to told me, copied here verbatim, I would request you to place the new order with new payment method. As the order is cancelled, you were not charged for it. The amount which got authorize, it will fall off within 1-3 business days back to to the original mode of payment method, whatever that means, and to contact order processing if the order is cancelled again, this would be attempt #3, I have gifts in this order and despite the incompetency I have witnessed with UO, as well as my dismay in a brand I have been a customer of for 5+ years, I am hoping to one day actually order these items and have the prices I intended to pay honoured (both orders were placed during sales). Hopefully this can be resolved. Thank you, *

  Business Response

  Date: 10/20/2022

  ******,

  My apologies for the inconvenience this recent issue has caused. After reviewing details on these 2 orders that canceled, it appears that our Fraud department is cancelling your orders due to high risk issues. Based off their information I received today, it appears that your billing address on the credit card is not matching the bank records. We notice that your billing address is listed as **** ********* ** , Unit *** Tsinstikeptum * BC *** *** but your bank claims that information in not correct. If you would like an order to process and ship out correctly, you will need to updated your billing address with your bank or use the correct billing address when placing order in our system. 

  Sincerely,

  Dispute Management team.

• Initial Complaint

  Date:10/16/2022

  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.

  You guys banned my address. I have been using urban outfitters and buying items with giftcards I bought through ****. One day I called urban and asked why the giftcard wasn’t going through. The representative said I got scammed and that the giftcards weren't legit. She felt bad, and pushed my order through, but it probably got flagged as fraud. You guys have banned me on urban outfitters for something I genuinely didn’t do. I have bought with my own card before and never had problems . I didn’t know the giftcards weren’t legit or I wouldn’t have used them. I’m asking you guys please unban me so I can continue purchasing. Please don’t ban me for a genuine mistake. ********** Is what caused my account to get banned.

  Business Response

  Date: 10/18/2022

  Hello,

  Please 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.
  Disputes Department: ************
  
  We do apologize for any confusion and inconvenience regarding this issue.

  
  ***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.***

  Sincerely,

  Management. 

• Initial Complaint

  Date:09/30/2022

  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.

  Urban Outfitters Order #: ********** Order Amount: $517.37 Order Date: 9/16/22 I ordered clothing and shoes from Urban Outfitters on 9/16/22. On the same day I received an email that my package had shipped. I followed the tracking number (***************) and saw that delivery was expected on 9/18/22. I was home for the entire day that the shipment was expected. The shipment never arrived. I was physically present for every delivery the entire day and received other packages from the carrier, but not this one. The tracking number says the package was delivered at 3:35pm on 9/18/22. This is untrue. I was available and at the door for the entire day, and I received other packages in the mail around this time, but not the one from Urban Outfitters. No delivery was attempted. No paper notice was left behind. No photo evidence of delivery was provided. I immediately called Urban Outfitters and was instructed to wait 3 days then to call back. I waited and then I called back. I explained the situation and then I received an email from Urban Outfitters encouraging me to file a theft report and claim renter's insurance for the price of my package. I informed them again that the package was definitely not stolen and that this was a mistake on the courier end, it wasn't ever delivered. Urban Outfitters repeated their response about me filing a police report. Urban Outfitters is asking me to falsify a police report for a package that was not stolen, and was never delivered. I would simply like to be refunded for items that I purchased and never received.

  Business Response

  Date: 10/04/2022

  A refund has been issued for this package as a one time courtesy.  Please allow 1-3 business days for the money to be refunded back to your credit card.

• Initial Complaint

  Date:09/10/2022

  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 a purchase on urban outfitters on the 29th of August. It was marked delivered on the 5th but I did not receive the package. I have checked with my neighbours.I contacted the customer care support and they don't want to take responsibility for it. Instead they asked me to file a police complaint. I ordered the shoes as birthday present for myself and since they are out of stock everywhere, uo was my only option. I spent 225 USD and I honestly do not want to spend my birthday week going to the police. Please help me.

  Business Response

  Date: 09/11/2022

  I apologize that you did not receive your shipment. The carrier 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.

• Initial Complaint

  Date:09/09/2022

  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 an expensive bench (the Sienna Velvet Bench - Order Number TP32784824) on 8/13/22. The item was on back order which was not a problem. However, the company sent me a notification that the item was eventually shipped and “delivered” on 9/2/22 at around 3:00 p.m. The item was never delivered. My property is monitored by multiple surveillance videos and the property manager carefully reviewed each camera to see if any package was actually delivered. After reviewing the video, there was no package delivered that day. I waited an additional few days and still nothing. I searched the surrounding area and asked neighbors, still no sign of any delivery. On 9/7/22, I reached out to customer support. I fully explained the issue and not once but three separate times a customer service representative responded that I should, “file a theft report” and “dispute the charges” with my credit card company. I explained the situation and the fact that surveillance showed nothing was ever delivered three times. Each person told me the carrier verified delivery and that there they, “do not have an option to issue refund or replacement.” I’m incredibly frustrated because there is no theft to report and nothing to dispute with my credit card company. When I further inquired as to how delivery was verified, I was never given an answer. I never received the shipment and have no other option to pursue with UO.

  Business Response

  Date: 09/11/2022

  I apologize that you did not receive your shipment. The carrier 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.

  Customer Answer

  Date: 09/12/2022

  [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 been getting the same response from each customer service representative - as indicated previously. How did the carrier verify delivery? Where was the package left? I’ve explained and will re-iterate it again:  our property has surveillance video and we watched the surveillance footage which indicated that the package was never delivered. No one is answering my questions and the same boiler plate response is incredibly frustrating. 
  
  As I’ve explained numerous times, there is not an option to file a theft report because there was no theft. The package was not stolen due to the simple fact that it was never delivered. There would not be an appropriate criminal charge to pursue at this time. Our property has surveillance video that was carefully reviewed. 
  
  Regards,
  
  *******************************
  

  Business Response

  Date: 10/21/2022

  *******,

  My apologies for the inconvenience. Bases off the status on order **********, I noticed that your refund was posted back to your credit card on 9/18/2022 in full for this stolen property issue. I am not sure what we are missing so please provide more details.

• Initial Complaint

  Date:09/05/2022

  Type:Sales and Advertising 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 made a in store purchase last Friday (Sep 2nd 2022) at Urban Outfitters (**** *******************************Natick, MA,********), there was an ads at the checkout desk saying I will get 50 extra bonus rewards points if I bring my own bag (BYOB) for my purchase. I think it is a win-win. So I used my own bag during checkout, and confirmed with the store associates that I will get that extra bonus rewards points. However, after the transaction, I didn't see the extra points added to my account. So I went back to the store and asked why. The store associates checked my receipt and said the promotion code has been successfully applied, points might be delayed, asking me to wait for 24-48 hours. Now 3 days passed, I still didn't see those extra bonus points. I tried reach out to customer service(both online chat and email), they told they can not help with a in store purchase, asking me to go back to the store, I called the store first since it is far away from my address, the store associates told me those points could only be added at checkout, and if the receipt shows coupon code applied, then that's all they can do. So now no one is able to resolve this issue for me. (Note: UO rewards points can be redeemed for store credit applied to future purchase )I have attached the e-receipt of my purchase on Sep 2nd, 2022. The first shows the BYOB code applied, the second shows the purchase date and store code etc.

  Business Response

  Date: 09/09/2022

  I apologize for this issue. I have forwarded the information to our customer loyalty team for assistance with getting those points added for you. Please allow 1 to 2 business days for the points to appear on your account. 

  Customer Answer

  Date: 09/12/2022

  [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. Please let the business know that I hope they could improve on this issue to make sure this won't happen again and provide an easy way to contact their support to get the missing points added.
  
  Regards,
  
  ******** **
  
  

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ********** I was told I wouldn't be charged for a replacement ******************* Dining Chair. I was charged for it on July 29th. I've called several times and spoke with several reps. Most recently, I received an email saying they don't see that I was charged. I forwarded my credit card statement with a charge of $95.98. I would like a credit of $95.98 back on my ****.

  Business Response

  Date: 08/27/2022

  Hi, thank you for contacting us. We do apologize for the confusion. We located the original ******************* Dining Chair on order ********** of which you were refunded $95.99 on February 16th, 2022. Please check your banking statement to see if this credit appeared. If not, please contact your banking institution. However, a new order for the item was placed on February 21st but the item was on backorder until July 27th & shipped on July 29th. We charge for items when they ship. It seems as though this was not processed as a traditional exchange order. The customer service agent that assisted you initially processed a return on the original item which issued a refund & assisted you with placing a brand new order that you would again be charged for once it shipped. We apologize that this was not communicated properly to you at the time of assistance and apologize for any inconveniences. Thank you for shopping with us. 

  Customer Answer

  Date: 09/05/2022

  
  Better Business Bureau:

  Thank you for the explanation.
  
  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:08/10/2022

  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.

  Item bought on July 30 the order number ********** First 2 package shows delivered but there is no *** truck been here evenly The third package https://wwwapps.***.com/WebTracking/track*************************************************************************** it still shows pending and cannot confirm it been delivered.Then I contact their customer service, they told me the *** can confirm the item been delivered and cannot issue the refund. I was bought everything in UO store just wanna try the online purchase. It is so unfair to customer

  Business Response

  Date: 08/20/2022

  We are sorry to hear that you did not receive your packages. A refund of $175.36 was issued on August 20, 2022 due to the tracking not being updated for the package ******************. The packages ****************** and ****************** were both confirmed delivered on August 3, 2022 by the carrier. A refund was issued as a courtesy for the first claim filed for package ******************. The refund of $1,344.45 was issued on August 11, 2022. A refund will not be issued for ****************** due to delivery being confirmed. 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.
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  Hello,I tried to place order on UR but my order is always cancelled. This has happened a couple time and extremely annoying. every time I contact the customer service, they just say they are woking on it and there's no more response. I have posted my experiences on ******/urbanoutfitters and keep updating on the forum about this issue. There are fellow ****** users that suggeted me to file a complaints through BBB since UR is non responsive. My request is to make sure my account is normal so I can make purchases

  Business Response

  Date: 08/19/2022

  After thorough review, we regret to inform you that due to multiple claims related to non-receipt of merchandise, you are no longer eligible to shop online with Urban Outfitters, Inc. brands. This includes Urban Outfitters, Anthropologie, Free People, BHLDN and Terrain.
  
  We apologize for any inconvenience this may cause.
  
  
  Sincerely,
  UrbanOutfitters.com

• Initial Complaint

  Date:07/29/2022

  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 ordered a pair of shoes off urban for 124.24. I ordered an 8.5 and they sent me a 7.5. I had talked to two different people about this issue and how upset I was because the shoes were sold out right after I bought my pair so their was no chance at an exchange. They had told me to return the shoes and get my refund, but it was upsetting that they couldn't do anything else for me. I mean, I ordered the correct shoe size and they sent me the wrong ones, now I have to go to the trouble of sending them back for a refund? This is the companies fault, and I asked if someone else had said they possibly received my size and there was a mix up, but they ignored my question. It was a very frustrating overall experience and it was in no way my fault for the wrong pair of shoes to be delivered. At risk of sounded like a B, this is a huge company and I expected a full refund without going to the trouble of having to return the pair of shoes at all. That, or more help in finding out if my pair of shoes had been sent to someone else and there was a mix up.

  Business Response

  Date: 08/02/2022

  Thank you for contacting. I do apologize for the negative experience that you having with your order. A full refund was issued for the item on July 28th for $124.24. Please allow 1 to 3 business days for this to appear on your banking statement. You do not have to worry about returning the incorrect items back to us. This information will be notated on your account & you will not be penalized. We apologize that the items were not available for us to reship back out. We appreciate your business. Thank you for shopping with us.