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:12/19/2023

  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.

  On 11/24/23, I placed order number **********.On 11/28/23, my credit card was charged and I received notice that my order had shipped. I was provided with tracking number **************************.On 12/07/23, I contacted the carrier and was told they were never in possession of my order. On 12/07/23, I also contacted Urban Outfitters via chat for the status of my order and was told It seems that the courier has not updated the tracking of your order that was why it is showing that. The representative also stated in the chat session that I have checked from my system and I see that it was shipped on November 28th and will be be delivered to you within December 1th.To date I have not received my order. On 12/18/23, I contacted Urban Outfitters via text and explained once again that I was charged for my order, given an invalid tracking number, and was still not in receipt of my items. They stated I would hear of a resolution within 24-72 hours. Today, 12/19/23, I received an email that a refund had been processed on my order. No further explanation. I contacted the Company once again to demand that my order be fulfilled and that my items are to be expedited as to receive them in time for Christmas. The representative then stated I could place my order again today. My original order was placed on Black Friday so naturally the pricing has increased drastically. I have screenshots of my chats as well as text messages that I am able to share if needed. Needless to say I will never order from this company again and I strongly suggest others do the same.

  Business Response

  Date: 12/20/2023

  We have helped the customer place a new order at the same previous pricing with free expedited shipping as requested. The initial refund was issued as the package was deemed as lost. 

  Customer Answer

  Date: 12/23/2023

  [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.  It is unfortunate that it had to take contacting the BBB for action to take place.  It also should  be noted that the carrier stated the package was never received from UO for shipment so this was not a matter of getting lost in the mail.  
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:12/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The order details are as follows: Order Number: ********** Item: ******** Boots valued at $95.4 Shipping Carrier: ********* Tracking Number: *************** According to the tracking information, the package reached my apartment on November 28th. However, the apartment management informed me that they have not received the package and are unable to locate it. Despite my efforts to reach out to them, there has been no response. I submitted an inquiry to ********* (******) to investigate the missing package, but unfortunately, I have not received any response from them. When I contacted Urban Outfitters for assistance, I was informed that my only options are to seek a refund from my bank or report the issue to the authorities. Regrettably, no refund or replacement has been offered by Urban Outfitters. This situation has left me in distress as I have neither received the boots nor any assistance in locating the missing package from any party involved. I kindly request Urban Outfitters to reconsider and either reissue the shipment or provide a refund. I appreciate your prompt attention to this matter and hope for a swift resolution.

  Business Response

  Date: 12/20/2023

  a refund was issued on 12/18.  Please allow 1-3 business days for the refund to post.

  Business Response

  Date: 12/20/2023

  a refund was issued on 12/18.  Please allow 1-3 business days for the refund to post.

  Customer Answer

  Date: 12/20/2023

  [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:12/14/2023

  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.

  Orders were made online with UrbanOutfitters. Orders confirmed and some items placed on back order. My order was cancelled by the company stating i didn’t verify my order so they cancelled it. This order was made by me and was verified. Without being aware they never took the full amount of the order, I had spent money from my bank card over the months time. I got an email stating to update payment which I tried several times and it won’t let me. I have called numerous times and have pushed 1 to get a call back but NEVER do they call me back. I have waited on the phone for up to an hour. I have even requested a call back on a voicemail that corporate had me leave voicemail on. No one has returned calls. I want all my items delivered as ordered. These are Christmas gifts that I very much need. Order# **********

  Business Response

  Date: 12/28/2023

  Hello,

  Thank you for reaching out to us for assistance with your recent order. Order # ********** shows it was placed on November 20,2023 for a ***** Cross Stitch Mini Nylon Shoulder Bag Cross. The tracking # ********************** for this order shows the item was delivered to Lawrenceville, GA on November 24, 2023. If the order wasn't successfully delivered please reach out to us at **************.

  Thanks,

  URBN Inc.

• Initial Complaint

  Date:12/13/2023

  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 am writing to file a complaint against Urban Outfitters related to a recent order I placed, which took a turn for the worse due to the company's poor customer service. On October 13, 2023, I placed an order **********. I returned the order in early November.. It shows the item was delivered to Urban Outfitters in early November, and it has been over two months since then, but I still haven't received a full refund. I have contacted the customer service team several times via phone and chat to inquire about the status of my refund, but to no avail. To make matters worse, due to not receiving the refund, I was unable to pay my bank account balance and charged additional late fees and interest charges, which have caused me significant distress. I strongly feel that I deserve to receive the entire amount as a refund along with compensation for the time and money that I have spent pursuing this issue. It is disheartening to encounter such poor customer service from a company that I have been a loyal customer of for over a decade. Therefore, I request your assistance in addressing this matter and ensuring that Urban Outfitters takes the necessary steps to rectify this issue. I am no longer willing to continue doing business with Urban Outfitters due to this terrible experience. Thank you for your attention to this matter.

  Business Response

  Date: 12/21/2023

  In regard to order **********, two refunds were processed back to ****** on December 7, 2023 in the amounts of $297.24 and $5.00. The initial total cost of this order was $302.24, so it has been fully refunded. Please note that credits can take up to five business days to post depending on the financial institution. Additionally, we have sent an invoice within a separate email showing the full breakdown of the charges and refunds associated to the order. At this time, no further steps can be taken and it is best to use the invoice provided to further dispute this directly with ******.

• Initial Complaint

  Date:12/12/2023

  Type:Order 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.

  The Urban Outfitters store located on ***************************************************** has a knack for enabling management at the store to mistreat customers, dismiss customer concerns and display forms of discrimination towards customers from certain backgrounds. The main person who engages in this sordid and unethical behavior is the store manager ******. He lies to customers, is flippant and outright malign customers request based on his personal bias towards customers of a certain background. Case in point, on 12/10/23 l inquire with the UO staff about the availability of UO bags. The store "manager" ******************* and unprofessionally denied me any information or accessibility to the bags when asked why he rudely and abruptly said no. When asked he again, he stated it was "written policy" when asked why the written policy wasn't on display he forcibly tried to get me removed from the store. This is extremely unethical and uncalled for and ****** should be terminated from his position. Urban Outfitters needs to investigate and monitor this store location, customers are dissuaded from making purchases or even browsing merchandise in store due to ****** extremely poor service and unacceptable behavior.

  Business Response

  Date: 12/18/2023

  Thank you for bringing this issue to our attention. We are always looking for ways to better our service, and your feedback is an invaluable part of that process. We have forwarded this information to our home office and the district manager of that store location to be further addressed. You will receive a follow up via the email and/or phone number provided.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a product that was on sale for Black Friday - the package was lost in transit according to the actual delivery service company. I have reached out to Urban Outfitters customer service multiple times, only for them to continue to push back the timeframe for their "investigation," when I also included the screenshots of the exact conversation with the delivery company stating that the package was lost! I'd like a replacement rather than a refud , as I got this item at a discounted price and I am also afraid it will sell out. The customer service experience here has been absolutely horrendous and I hope something will be done.

  Customer Answer

  Date: 12/07/2023

  I have repeatedly shown proof that the courier says the package was lost, and today I received a message from UrbanOutfitters customer service stating that they will do absolutely nothing - despite the proof that the courier has lost the package

  Business Response

  Date: 12/07/2023

  Issued refund for this package. 

  Customer Answer

  Date: 12/08/2023

  [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 received the refund, and yet had to repurchase the item without the discount included, meaning I ended up paying $79 more.

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

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 19, 2023 UA put an authorization hold on my ****** balance in the amount of 159.70, mirror that I purchased that day was backordered and another auth hold was created on Nov 19th in the amount of $81.32, so now UA has been holding 241.02 of my money. Mirror has been delivered on Dec 2nd and my credit card was fully charged on Nov 24th, 2023 but my ****** balance was never returned. I called UA 5 times every time hearing the same song, 72 hours and hold will be released, it never happens, they still have my money, it’s Christmas time and I would like to use 241.02 for Christmas gifts and not to make UA richer. I want my money back NOW!

  Business Response

  Date: 12/06/2023

  Please note that we do not charge for an order until it has been shipped. However, we do continue to place a pending authorization on the form of payment used to ensure that the funds are available once it is ready to be shipped. Once an order is shipped, customers will then see a billed charge and the initial authorization will fall off within 3-5 business days depending on the financial institution. It shows that this order shipped on November 27, 2023 thus the authorization should have fallen off, so to help we have escalated a financial request with ****** to ensure it will be removed. Please allow up to 72 business hours to receive a follow up confirmation email with a resolution. 

  Customer Answer

  Date: 12/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  UA fully charged me on Nov 24th on my credit card, mirror shipped on Nov 27th and was delivered on Dec 2nd. What was the need of holding my ****** balance since Nov 24th to Dec 6th? That is 13 days not 72hr. It was my cash money that i could have used for Black Friday to buy my kid clothes and toys for Christmas. 

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

  Business Response

  Date: 12/12/2023

  We have confirmed with ****** that on Dec 6, 2023 the authorization hold of $571.37 USD was voided. If you are still seeing this or any other authorizations in regards to this purchase, please contact us providing the ****** Transaction ID number, date, and amount.

• Initial Complaint

  Date:12/04/2023

  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 preordered a vinyl record from Urban Outfitters, and a month later it was cancelled due to it being "out of stock." I ordered this album pretty much the moment it went up and there were over 1000 copies available, so it's not like they oversold before I put in my order. (Further proof is that this happened to me in the past, for another vinyl record that didn't sell out until days after I had purchased it, and people who had explicitly stated that they had ordered it days after the time I had ordered had reported receiving the record, while mine was cancelled.) I would like for Urban Outfitters to make good on my order, undo the cancellation, and send me the record.

  Business Response

  Date: 12/20/2023

  The vinyls requested wont be available in our warehouse until February 2, 2024. 

  Customer Answer

  Date: 12/20/2023

  [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'm not sure what you're referring to. I'm talking about the record at this address: *************************************************************************************************************************************************. You cancelled my order for this due to it being "out of stock," despite the fact that I ordered it minutes after it dropped (then UO proceeded to do many small restocks of the item after cancelling my order, all of which I missed--so much for lack of stock!). This is not the first time this has happened to me either.
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/28/2023

  Unfortunately, we were not able to fulfil your order so the order was cancelled. We will reach out if item restocks.

  Customer Answer

  Date: 12/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  This doesn’t solve the issue of your poor inventory management that led to the cancellation in the first place. Orders should be first come first serve, so why do my orders get cancelled when other people who’ve ordered after me get theirs? By the way, this item restocked multiple times since my order was cancelled, so the cancellation couldn’t have been due to lack of stock. I still wasn’t able to order; I just know about the restocks because people have posted about it but didn’t see the posts until it was out of stock again. You should be reaching out to people you’ve cancelled orders for before making the restocks available to everyone else. But mostly, these cancellations shouldn’t be happening in the first place, so work on your inventory management. There’s no reason why tons of people should get their orders cancelled months after they preordered it. I’ve ordered from tons of retailers, including big box stores, and Urban Outfitters is the ONLY place that consistently has this habit of cancelling orders.

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

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/21/23 Placed an order for a crewneck sweatshirt and hair clips 11/24/23 Hair clips arrived, sweatshirt said the order was still being processed 11/27/23 Sweatshirt still said it was being processed so I hopped onto the text customer services and spoke to the most unhelpful and rude representative. I was told that my sweatshirt couldn’t be located at this time, upon asking for a refund I was told I flat out couldn’t have one. I asked to be transferred to a manager and was denied that as well. The representative also refused to give me their name. After 2 hours of back and forth trying to get my issue resolved, I went onto the UO live chat and spoke to ********* who told me my item would be delivered by 12/3/23 and I would be emailed any updates about my order. 12/1/23 Logged into my UO account to check on the order status, sweatshirt was cancelled and I had not received an email telling me so. Had I not checked, I never would’ve known. Frustrated I went to see if a refund had been processed, it had not. I was charged for something I didn’t receive. 12/3/23 I check my gift card status again and STILL no refund. A mere 0.88 cents on my once $30 gift card. So I call up customer service, representative didn’t greet me just asks for my order number, he said that the refund was sent to my email, it was not so he says he will resend it, sure enough it comes through.. with a value of $23.80.. when I paid $29.12!! The clips only cost $1.49 I say that the refund is not the full amount and I spend the next 15 minutes in silence while he “checks into it”. I hung up and posted my issues on X tagging UO and their Help page. They ignored me until this morning 12/4/23 when they dm’ed me that they sent a refund to my email.. THE SAME 23 DOLLAR ONE.

  Customer Answer

  Date: 12/04/2023

  Issue was resolved, was refunded the shipping and tax of the item. 

• Initial Complaint

  Date:11/29/2023

  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 a call on Sunday, November 26 and spoke with customer service during their Black Friday cyber Monday deals. The item in question is the natural wood product that is currently listed on their site for $1599. On Sunday, the item was listed at 999. Both their Instagram ads &stories and ****** stated there was an additional 40% off. Any item in the link provided. I did not have to search for the item. It came up and would not apply the discount in the cart. I first spoke to customer service for 10 minutes I got a case number they told me to email them. Once I did they came back and told me they couldnt help me told me to call the number that I had spoke to yesterday. I then called and they had me email anthropology and then urban and then the furniture place and I spoke again this morning to **/****** case number ******** where they neglected to honor the price and only honor the original price of $999 per item, even though I was able to provide proof of their advertise price as you can see for $599 . I believe this business is taking advantage of people during the holiday seasons to charge them inaccurately, engage in bait and switch and misleading advertising prices. Should the company want to honor the five $599 price of their item I would be satisfied if not, I believe they should be penalized or investigated for additional wrongdoing and misinformation to their customer base.

  Business Response

  Date: 12/04/2023

  Hi, thank you for contacting us. We apologize for the confusion. The information of the Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change and update information at any time without prior notice (including after you have submitted your order). We apologize for any inconvenience this may cause you. However, we will be happy to honor the $999 pricing that was offered when you contacted our furniture department. Thank you!