Business Profile

Clothing

Urban Outfitters, Inc

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

261 total complaints in the last 3 years.
89 complaints closed in the last 12 months.

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Submit a Complaint

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:11/28/2023
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.
I made an online purchase on Oct 3, 2023 for two items and was charged $65.18. Urban Outfitters sent me two items that were not what I ordered. I called customer service and they sent me a return label and told me that they were going to send me the correct items. Three weeks passed and I did not receive my items. I called customer service again. They said they would send them out. Another 3 weeks passed and no items (remember, I have still been charged). I called customer service again and they said they would send me my items. Finally a package came but it was the wrong item - AGAIN. Also, one of the items I originally purchased was now out of stock (it was going to be a Christmas gift). So, 6-7 weeks after I made a purchase, I still have not received my items, one item is no longer available, and I have still been charged. I request a full refund plus interest. Dealing with this has taken literal hours.
Business Response
Date: 12/13/2023
The joggers were reshipped out to you on November 21st. If you have not received the reshipment of the joggers, then this was not reported. The candle set was refunded on November 24th and went back to your original form of payment.
Customer Answer
Date: 12/14/2023
That is correct - I was unable to report the 2nd incorrect shipment on two different occasions: 1) I was on hold for more than ten minutes and 2) the customer service rep was unable to help me. I work a full time job and have a toddler - I don’t have time to be dealing with this and frankly I’m over having to solve problems UO created. Thank you for refunding the candles.
Initial Complaint
Date:11/28/2023
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 went online the evening of 11.27.2023 to place an order of a sweatshirt I’ve been wanting for a couple months now and I thought it would be the perfect time because this sweatshirt is normally $79 and with the sale it was $47 I was using Afterpay to pay so I could build my account up with them. I entered all my info and I got the ‘we received your order’ screen and I just exited the page. I immediately went to my email to see if I got an order confirmation email and it wasn’t there and I thought ‘it’ll be there later’. Then it slipped my mind until this morning I went to check the website for order status and nothing was there and my sweatshirt was still in my cart. I was confused so I called customer service and they were absolutely no help whatsoever. Told me since the sale was over they couldn’t honor it… which I had a feeling they wouldn’t, but thought they’d offer me SOMETHING since there was a mistake or error that had happened. They told me all they could offer me was 15% off… which wasn’t helpful at all bc I already have a promo code for 15% off. I told them I didn’t have to use Afterpay and that if they could give it to me for the $47 which is the price I thought I had already paid for it I would give them my card # but they said they could only do 15% off. If they really wanted my business they would of honored it or offered me more than a 15% off discount.
Business Response
Date: 11/28/2023
We are sorry to hear about your experience. A representative will be reaching out to you directly to resolve this matter.
Initial Complaint
Date:11/27/2023
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.
Order - ********** Order Date - 05-JUN-2023 RETURN on 21-JUN-2023 $482.00 Order - ********** Order Date - 06-JUN-2023 $510.57 Both orders returned in store UO retailer at ******** Mall, **** * ******* ** #****, Miami, FL *****. Neither credited to my card. Multiple phone calls and emails for months. Urban Outfitters response: "I hope the email finds you well. The brand has looked over your case and have decided to keep account on hold, due to the refund that was sent to your bank. To have the dispute issue resolved the amount of the refunded $510.57 will need to be reversed back to the brand or you will need to be recharged for the amount. Listed below is will be account number, authorization code, and reference number for the refund send out. Account #: **************** Authorization Code: ***** Reference #:***********************"Urban has all merchandise and has no tracking on where they credited money to. In addition to returning all items they're asking to be paid for merchandise that they are in possession of.
Business Response
Date: 11/28/2023
Both orders in reference have been fully refunded. Unfortunately, our *********** (3rd party seller) did not receive the 2 pairs of ************************* Leather Mules from order **********. To release the hold on your order, the shoes must be returned or the amount paid. You may contact our order processing dispute team to get this resolved at **************.
Customer Answer
Date: 12/12/2023
These items were returned. Tracking included here.
Customer Answer
Date: 12/12/2023
These items were returned. Tracking included here.
Business Response
Date: 12/13/2023
The hold has been removed from the customer's account.
********** -
********** ending in ****
6/6/2023 = Charge
$492.20
6/6/2023 = Charge
$692.23
Total charge = $1184.43
6/21/2023 = Refund
$482.00
6/21/2023 = Refund
$210.23
6/23/2023 = Refund
$246.10
6/26/2023 = Refund
$246.10
Total Refund = $1184.43

********** -
********** ending in ****
6/7/2023 = Charge
$492.44
6/8/2023 = Charge
$505.25
6/9/2023 = Charge $62.49
Total charge = $1058.18
6/21/2023 = Refund
$422.61
6/21/2023 = Refund
$510.57
6/22/2023 = Refund
$125.00
Total Refund = $1058.18
Initial Complaint
Date:11/26/2023
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 placed an order with UO online recently and the price dropped only 2 days later, so I was reaching out to customer service requesting a price adjustment. The agent was unable to help me and failed to provide a reasonable explanation. Even though I provided the screenshots of the price I paid and the current price, the agent still insisted the prices were the same which is obviously nonsense. The chat script is attached.
Business Response
Date: 11/28/2023
Upon further review, a price adjustment was applied to order **********. A confirmation email of the adjustment has been sent to the customer. Please allow up to three business days for it to post to the original form of payment.
Initial Complaint
Date:11/21/2023
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.
Order Number ********** Date Ordered Oct 21, 2023 Order Total $106.00 Business comitted to provide shoes, shipped 8+ days after purchase. Was not a fit, 30 day return period and anything outside of that timeframe was to be store credited. Reached out at 30 day mark to inquire about if it had fallen outside of policy (took a bit longer as I was recovering) and wasn't able to get connected. reached out at 32 day mark for inquiry and representative was not willing to consider refund to original form of payment despite having the item for less than 30 days.
Business Response
Date: 11/23/2023
We apologize for any frustration caused. You have 30 days from the delivery date to return for your refund to be issued back to the original payment method. We have confirmed that your return was created to be refunded back to your *****-Pay. Once your return is received and processed, you will receive an email confirmation regarding your refund.
Initial Complaint
Date:11/15/2023
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.
Hi I am a photographer and I seen urban outfitters had a sale in a ******** from camera for 589. After buying the camera along with packages of film with next day delivery, the package got delivered by some random courier named *** and they claim to left at front door. I live in an apt building and in order to get to my front door they would had to come through my gate and into my actual building. However I told urban outfitters that I didn’t get it they said wait two days after the second day they raised it up to some higher team and now they are saying they can’t do anything and I should file police report and go to my renters insurance which sounds so inconvenient for this. I can even find a way to contact the carrier to file a claim through them and I’m not trying to loose 700 plus dollars right now. Will love t have my money back after having the worst shopping experience with any company ever
Business Response
Date: 11/22/2023
Thank you for contacting us. We apologize that you never received your package. It appears as though you contacted our customer service department on November 19th & spoke with a supervisor whom provided a full refund. You should have an email confirmation confirming this & please allow 1 to 3 business days for this to appear on your banking statement. We sincerely apologize for any inconveniences that this may have caused. Thank you for shopping with us.
Initial Complaint
Date:11/15/2023
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.
Hi. My orders started to cancel and I was told to contact a team. I’ve been a loyal customer to urban. I don’t know why my orders were canceling. I ran into an issue when using a giftcard once and the processing team proceeded to process the order for me. That must’ve been the reason why my account got flagged in the first place. I really do hope to continue to be able to shop at urban outfitters. Please also that. And lift whatever block I have on the store thanks.
Business Response
Date: 11/21/2023
Hi! We are sorry to hear this. Could you please provide the cancelled order number? We will be happy to look into this further.
Customer Answer
Date: 11/21/2023
[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: Sure **********, apparently it was flagged? Now, i'm not able to order from urban.

Regards,

**** **
Business Response
Date: 11/23/2023
For further assistance with this matter, please contact our Disputes Department at ************. The Disputes Department is open from 8:00 am to 5:00 pm EST Monday-Friday.
Initial Complaint
Date:11/09/2023
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.
ORDER **********. I bought ***** mixed dresser less than a year ago, and as I recently tried to resell this dresser on ** market and went back on the app to look for some professionally shot pictures that's when I realized the dresser they sold me was defective. The dresser they sold me had no standing legs. Most of UO furnitures came pre-assembled so was this one so I know for a fact it came without legs. I contacted the business but they are saying its been too long, blah blah blah. I understand its been a while but its not an excuse. Its not right for them to just say oh too bad you just realized we sold you a dresser with no legs but we aren't gonna do anything. I have pictures clearly show the defective item and they should be doing something about it. The dresser was $179.99 and shipping was $99
Business Response
Date: 11/13/2023
We are unable to offer compensation, a replacement, or approve for the item to be returned due to the issue not being reported within the time frame allotted per Urban Outfitters policy. We apologize for the inconvenience.
Customer Answer
Date: 11/14/2023
[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:

You sold me a defective item and now you are giving me this ****** attitude I do not accept this
Regards,

***** ***
Customer Answer
Date: 11/14/2023
This is what those website says. It has not been a year.
Urban Outfitters is not responsible for lost returns. We guarantee the quality of our furniture (free of manufacture defect) for up to one year from purchase. If you experience any defects, you may return your furniture purchase for a refund within one year from your purchase date.
Customer Answer
Date: 11/14/2023
This is what those website says. It has not been a year.
Urban Outfitters is not responsible for lost returns. We guarantee the quality of our furniture (free of manufacture defect) for up to one year from purchase. If you experience any defects, you may return your furniture purchase for a refund within one year from your purchase date.
Business Response
Date: 11/15/2023
Due to the timeframe in which the missing parts were reported, we are unable to offer compensation, a replacement, or approve for the item to be returned.
Customer Answer
Date: 11/16/2023
[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:

UOs website says Urban Outfitters is not responsible for lost returns. We guarantee the quality of our furniture (free of manufacture defect) for up to one year from purchase. If you experience any defects, you may return your furniture purchase for a refund within one year from your purchase date.
I got a defective item and they are trying to twist the words and play the game instead of taking the responsibility when their website clearly states within a year if I experience ANY DEFECT, this furniture can be refunded
Regards,

***** ***
Business Response
Date: 11/22/2023
Upon further review, the decision stands. Due to the timeframe in which the missing parts were reported, we are unable to offer compensation, a replacement, or approve for the item to be returned.
Customer Answer
Date: 11/24/2023
[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:

We guarantee the quality of our furniture (free of manufacture defect) for up to one year from purchase. If you experience any defects, you may return your furniture purchase for a refund within one year from the purchase date.

missing legs are a manufacture defect and its less than a year. Learn how to read
Regards,
***** ***
Initial Complaint
Date:11/06/2023
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.
I purchased an item from Urban Outfitters on October 7, 2023 online. The order # is **********. On October 10, 2023 I received an email saying it was shipped. I checked the tracking number over the next few days and it only updated to "awaiting carrier pick up." On October 24, 2023 I talked to someone from Urban Outfitters via their online Chat option and they advised me that they tracked my package and that it was in transit. They said there was an issue with tracking and that I should receive it by October 27. On October 26, 2023 I started another chat with Urban Outfitters. This person told me that they were escalating my concerns and I would hear from someone within 24 hours. I never heard from anyone. On November 5, 2023 I used their Texting option with Urban Outfitters. It was over 3 hours of very sporadic texts, and they told me the same thing - they were escalating it and someone would be in contact with me. I have absolutely no faith in this company and I want a full refund, ASAP, for the item that I have ordered and did not receive. I don't want it resent. The event I needed it for has since passed. I just would like my money back. Their customer service has been horrendous and it's obvious that their employees are using some sort of translation system because none of their messages make sense.
Customer Answer
Date: 11/07/2023
These are just screen shots of my emails from Urban Outfitters showing proof of purchase and shipping details.
Business Response
Date: 11/13/2023
We are sorry to hear that you did not receive your package. A full refund has been issued back to ****** for this order. Most credits post within 1-3 business days.
Customer Answer
Date: 11/14/2023
[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:10/30/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Oct. 5th 2023, I placed an exchange request for one of my items because it was too small and I needed a larger size. One of the options to exchange was to return the item to the store. I went to return the item to an urban outfitters located in Costa Mesa, CA on Oct. 6th 2023 at around 12:05PM. Please check your cameras if you need to. The worker I spoke to was a male and he said he also works a 2nd job at *************************** inside *****************. Anyways, 2 weeks go by and I still have not received my new item but I was told to wait a bit longer. On Oct. 21st, I received an email saying that my exchange was canceled because they never received my original item when I did indeed return it to the store. I contacted customer service on the same day (Oct. 21st) and they apologized and informed me that they will refund me the amount because I no longer have the item and was still charged $59+tax for something I returned. A couple days go by and I was not refunded, so I contacted customer support again on Oct. 24th and they told me Id be refunded by Oct. 26th. It is now Oct. 29th and I still have no refund. Please give me my refund. I returned your item already, and I want my money back.
Business Response
Date: 10/31/2023
*****,
Sorry to hear about the recent inconvenience this issue has caused. Please send over the receipt the retail store provided when you returned the original item back to the store. We will need additional information since this was a in store return and we do not have any information to go off on this return.
*****.

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Urban Outfitters, Inc is NOT a BBB Accredited Business.