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

  737 7th St NW Washington, DC 20001-3715

• 

  Urban Outfitters, Inc

  1013 Massachusetts St Lawrence, KS 66044-2923

• 

  Urban Outfitters, Inc

  1509 5th Ave Seattle, WA 98101-1603

• 

  Urban Outfitters

  3225 Central Ave NE Albuquerque, NM 87106-1447

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:10/28/2023

  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.

  date of transaction: 10/20 order numbers: ********** (original), ********** (first reship), ********** (second reship) on 10/20, i ordered all four of the ****** ***** colors because they were on sale + at a good price. i received my first part of my order on 10/23 + didn't open it til 10/25 with the other part of my order that i got that day. i messaged support on 10/25 @ 6:24 for the first 2 issues with my order. the first issue that i received a wrong vinyl that was marked with a sticker as blue moonstone but upon opening the package, it was the jade green with a rip on the inner sleeve. the second was the mahogany came with a rip on the inner sleeve + was warped. i was told that it would be fixed and the two records would be reshipped. i got an email the next day stating that instead of the blue moonstone that i had wanted a reship on was being resent to me as a jade green. i got another email saying that i wasn't getting a reship on the mahogany, i had to send it back. i called support for the first time 10/26 @ 6:10 + explained the issue again. she also told me that she would send out a reship of the moonstone blue + the email that i got on the next day stated that i was going to be reshipped a blood moon, again not sending me the blue moonstone i wanted. today, 10/28, i received the original blood moon that i had ordered on 10/20. that came with a rip on the inner sleeve. i again called today, 10/28 @ 5:53 + explained the issue again. frustrated, i wanted a refund, that with all the issues with my order i did not want to deal with the issues with trying to get the order that i wanted + paid for fixed + that i would send them back. she seemed annoyed with me + was confused when i was explaining the multiple issues that i had. she sent the return labels to my email + upon opening and fully reading after the call, i saw that for a mistake that wasnt mine, i had to pay a restocking fee of $5 PER ORDER. i am expected to lose $15 for a fault of not my own

  Business Response

  Date: 10/31/2023

  To confirm some of the information, I've emailed the customer in a separate correspondence. 

• Initial Complaint

  Date:10/23/2023

  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.

  On July 20th 2023 I placed an order for the ***** Queen Sized bed at Urban Outfitters. I spent about $1350 total for the bed. On August 9th I received the bed and immediately built the bed. I soon realized I was missing an important piece of the bed and that without it, the bed was unusable. I was missing the middle bar that is supposed to hold up the two sets of slats. I contacted Urban Outfitters via email on August 9th, August 11th and 14th. I finally received a response on August 16th that a request was made for the missing part and that I would hear back from them in 4-8 weeks. I emailed them on September 17th and received a response on September 18th that said the same thing. I would receive an update in 4-8weeks. I followed up on October 20th and received another response apologizing for the delay but still no update. At this point I would like the missing piece of the bed to be shipped to me asap and to receive a partial refund for the bed since I find it insanely ridiculous that I spent $1400 on a bed in July, and that I have no been able to use it for two months and that their customer service doesn't seem to be doing anything for me other than replying to all my emails by saying: "you should hear back from us in 4-8 weeks". When I spoke to their customer service line on the phone they just refer me to the furniture email address even if I told them that they are not being helpful at this point.

  Business Response

  Date: 10/30/2023

  *******,

  My apologies for the delay and inconvenience this entire issues has caused. It appears our furniture department has been working directly with the vendor and you on getting the missing part. If you need additional assistance you can follow up directly with them at **************.

  *****

• Initial Complaint

  Date:10/02/2023

  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.

  I purchased a pair of sunglasses from Urban Outfitters in May, they are crooked. I tried to exchange them, called Urban Outfitters and they said they would reach out to ***** the sunglasses company and I would hear from them within 72 hours. I never heard from anyone, I tried contacting them through the app, never got a response, tried again a few weeks later and got an email response from Urban Outfitters that they would send me a return label, but first they wanted me to watch a ******* video and try to fix the sunglasses (why would I buy something brand new I have to try to fix?). The link to the video didn't even work so I emailed them back right away, please send me the return label. I have yet to hear back. I have made several calls to Urban Outfitters and they keep telling me that I will hear back within 72 hours and I never do. They say there is nothing they can do. I did not buy from a third party, but now Urban Outfitters is acting like they didn't take my money. I want a refund, I will never shop at Urban Outfitters again.

  Business Response

  Date: 10/02/2023

  We're sorry to hear that the sunglasses received were defective. Since this was a third party purchase, Urban Outfitters cannot resolve it. This has been escalated up to the seller. The customer can expect to receive a response within 48-72 business hours.

  Customer Answer

  Date: 10/04/2023

  [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 bought this item from UrbanOutfitters,com and I know it seems like an easy issue to push off. All you think you have to do is contact the seller and tell me for the tenth time I will hear from them within 3 days, however Urban Outfitters is still held liable for the merchandise it sells on its website - third party. I would like a proper solution. Urban Outfitters is selling faulty merchandise and trying to use a loophole to make the consumer take on the cost of its unsellable merchandise. No wonder these were online only. I am sure I am not the only person this has happened to and if I need to hire a lawyer to find out I will. Let's make this easy on both of us and solve this quickly. I have been waiting since MAY ! to hear from the seller within "48 to 72 hours" and never do. I have been more than patient. This is on Urban Outfitters to solve. 

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

• Initial Complaint

  Date:09/28/2023

  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.

  The Urban Outfitters Cobble Hill location is a store that Corporate needs to monitor, overhaul all the current employees, hire new ones and ensure that these new employees accurately follows company policy and/or training. This store which is located on **************************** Brooklyn, NY ****** has employees who prevent consumers from making purchases due to their erroneous behavior. There are employees in particular; ******* or ******* and other employees a (a ******** female with **** hair who refused to provide her name) security guard ******* whose insipid behavior leads to loss of business (certain customers who are unable to make purchases because of the way they are being mistreated). The store engages in unfair businesses practices that needs to be looked into by Urban Outfitters Corporate, there are employees at this store who need to be fired, namely *******, ******* and the **** haired female who refused to provide her name. I am seeking a resolution from Urban Outfitters Corporate concerning this matter, this is a pattern that this store has already established, with the most recent incident being on 09/26/23.

  Business Response

  Date: 10/04/2023

  Hello,

  Thank you for bringing this to our attention.  We have shared the information with the Leadership over that location.

• Initial Complaint

  Date:09/26/2023

  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 ordered a ********* speaker from Urban Outfitters. Order Number **********. I was supposed to be delivered on September 21st. When the speaker didn't arrive I contacted the shipping carrier **** They did two inquiries to find out where the package was delivered to and it was mistakenly delivered to the wrong address. *** stated Urban Outfitters can receive reimbursement if they file a claim. However the receiver can't receive reimb

  Business Response

  Date: 09/26/2023

  Unfortunately, we are unable to issue a refund for this product. Our records indicate that the package was delivered to the address the customer provided at checkout. The customer is welcome to dispute the charges with their Financial Institution. 

  Customer Answer

  Date: 09/26/2023

  Since Urban Outfitters refuses to look at the delivery confirmations. I'll copy / paste them here.

  
  

  *** Shipment Delivery Inquiry [ 

  ref:*************************** *
  

  noreply_cs@*********** <noreply_cs@*********> 4:43 PM (4 

  minutes ago)

  to me

  Dear *****************************,

  We are responding to your recent inquiry about your *** shipment

  ****************** delivery and are writing to confirm that based on our records, 

  your shipment was not delivered to *********************************** Dennison, IL *********** 

  Unfortunately, it was mistakenly delivered to the wrong address. Due to privacy concerns we are not allowed to give you that address. 

  We appreciate the opportunity to deliver your shipments to you and we look forward to serving you again soon.

   

  ***********

  *** Customer Care Representative

  
  

  September 21, 2023

  Shipper ******

  Page 1 of 1

  DELIVERY NOTIFICATION

  ATTN

  PHONE

  : ***************************;

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

  INQUIRY FROM: *********************

  URBAN OUTFITTERS

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

  INDIANA PA *****

  SHIPMENT TO: *****************************

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

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

  DENNISON IL *****

  Shipper Number............................****** Tracking Identification Number...******************

  According to our records, 1 parcel was delivered on 09/21/23 at 2:22 P.M., and left at Gate.

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

  
  

  As you can see the package was delivered to ************************************* my address is ************************************** As I have previously stated several times you can call me at ************ and we can do a 3 way call with ***. *** will confirm they delivered to the wrong address. If you don't want to refund me you can send a replacement speaker. If not I would like to be contacted by someone higher up in the company. Not someone from ***** who you farm out your customer service to who just keeps repeating the same thing over and over again. Thank You.

  Business Response

  Date: 10/05/2023

  When tracking this delivery on the *** website, a photo delivery confirmation has been provided. We encourage tracking the shipment on *** website to view where the package was left. Based on the photo, we will not be issuing a refund. If you feel the package has been stolen, we encourage you to file a police report. 

  Customer Answer

  Date: 10/06/2023

  The package was delivered to the wrong address. They can call *** at ************** and they will confirm this. Additionally as I previously stated I can't receive reimbursement from ***. Only the shipper can by filing a claim.

  *** now considers the package lost. The photo isn't my house but Urban Outfitters is ignoring all of the proof I have provided.

  Sincerely,

  ***************************;

  "Hi *******,

  Thank you for contacting *** Customer service. I hope you are safe and well at the time of this email. 
  

  I want to express my apologies for all the problems you have had with this package. Upon checking in our records let me tell you that I already check and the package was misdelivered to the wrong address. At this time we can consider this package as lost and you must start an investigation you can do it using the link and instructions below. Please note that this investigation will be eligible for Claim after 5 business days for the delivery date or last scan.
  

  If a shipment has been lost or damaged, please visit Claims Support on ups.com for guidance on how to submit and manage a claim. The Start a Claim tab walks you through steps on reporting a claim. Log in or sign up at ***.com to use our enhanced tools to start a claim, provide supporting documents and upload images. Using these features will promote an efficient investigation and timely resolution of your claim.
  

  Please note that this investigation will be eligible for Claim after 5 business days for the delivery date or last scan.
  

  You can contact the *** Customer Support department at ****************, and request to speak with the Package Investigations department. They are open Monday to Friday: 8:00 a.m. to 10:00 p.m. ET
  

  Sincerely,

   ********
  

  *** Customer Care Representative"

• Initial Complaint

  Date:09/25/2023

  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 (total: $103.64 after a $5 coupon, Order Number **********, Sku: ********; Color Code: 014, Size XS) on (9/14/2023 ) for an item that was supposed to have arrived on (9/21/2023) according to the tracking information. The package showed "delivered" on the tracking but it never arrived at my apartment building. According to my building manager, there was not even a mail courier that arrived at our building at the time of the supposed delivery. I reached out to UO and they told me to wait 48 hours, which I did. I reached back out after 48 hours and was told again to wait 2 days. The item I ordered was nearly sold out and had to be shipped from the UK so I am afraid that if this situation is not resolved soon, I will not be able to receive the item at all. I repeatedly requested UO to ship a replacement to a UO store near me ASAP to avoid a similar issue but the only communication I have received is to continue to wait. At this point I am certain that the shipment is lost and would really appreciate a replacement before it goes out of stock. If that cant be done, I would appreciate a prompt refund (including the $5 coupon I used for this order) rather than being asked to wait for days.

  Customer Answer

  Date: 09/26/2023

  My full name is *****************

  Customer Answer

  Date: 09/26/2023

  I had 2 packages delivered that day.   I went downstairs right when I got a notification that my ****** package was delivered (around 2:50pm).  While I was still downstairs I noticed that the UO package was supposedly delivered at (2:55pm)as well. I chatted with the building manager and waited for the courier to arrive but they never did.   The building manager also told me that there was no courier that arrived besides ****** during that span of time.  Ordinarily the manager has to let couriers into the building so they would know.  I also checked out in front of the building's front door to make sure the package wasn't dropped outside but it was also not there. 

  Business Response

  Date: 10/02/2023

  We're sorry to hear that this package was lost in transit. A full refund has been issued for this order as of September 26th and should appear on the customers next billing statement. The $5 reward mentioned has been reactivated for the customer to use on a future order. 

• Initial Complaint

  Date:09/24/2023

  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 have asked for a supervisor callback most companies have the ability for supervisor to call back. I have an email chain with over 45 emails. ********* Urban Outfitters I have been asking to speak with somebody either from corporate escalations or a supervisor ********* Urban Outfittersfrom Urban Outfitters has repeatedly denied my request to speak to a supervisor. I dont feel that I should have to call **** and explain my situation thats been going through an email chain where simply this person can email the supervisor and have their supervisor call me back at their earliest convenience this is been going on for over two months now I have my simple request for a supervisor to call me back, I want a supervisor to call me back. Im not asking for a discount Im not asking for a refund. I am meeting to speak to a supervisor about what happened. They wont connect me to a supervisor I need to speak to a supervisor about what happened.

  Business Response

  Date: 09/26/2023

  Hi ************* Thank you for taking the time to communicate your concerns about your experience. We are reaching out to you directly to help resolve this issue.

• Initial Complaint

  Date:09/15/2023

  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.

  Purchased an item which included incorrect washing instructions, leading to the destruction of the item. Contacted customer support for a refund but due to the state of the item and the lack of clarity on the necessity of the return it was thrown away. Urban now trying to charge me for said item, called to explain the misunderstanding and was met with rude, dismissive behavior and multiple denials to refer to supervisor. Call was disconnected before speaking with supervisor. Follow up call, immediately requested supervisor, was told I was being transferred and then continued speaking to the same person relaying supervisors statements. All around unprofessional, disingenuous, uncompassionate.

  Business Response

  Date: 09/19/2023

  Hi ******. Were sorry to hear about this experience. This is currently being reviewed by our disputes management department. You can expect to receive an email within 1-3 business days. 

• Initial Complaint

  Date:09/13/2023

  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 purchased a duffel bag from Urban Outfitter's online store (order #**********). They delivered the incorrect item. I contacted customer service to resolve the issue and they said they would ship the correct item to me via overnight shipping. 10 days later I have not received the correct item. I have contacted customer service multiple times to ask for the item to be shipped and to get an estimate of when it would be. They have told me each time to just keep waiting and have offered no other resolution. I would like them to ship the correct item to me immediately with overnight shipping at their cost and also to issue a formal apology for their failure to live up to their promise.

  Business Response

  Date: 09/25/2023

  I am showing that the order was returned to the store and a refund was processed. The customer would have to replace another order to get the correct item. 

  Customer Answer

  Date: 09/25/2023

  [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 is now true, but was not true at the time this complain was filed. Due to my inability to get a response from Urban Outfitters about why they did not send the item they promised to send, I eventually brought the incorrect item to the store. While their, the store manager (I presume) told me that no other order had been placed, the item being offered seemed not to be available, and they had no intention of ordering another one for me. All of this contradicted what I was lead to believe by the online support at Urban Outfitters.

  Given that I have received a refund, I no longer expect them to send the item that I expected to receive. However, I continue to believe that they were deliberately lying to me and engaging in seemingly shady business practices. I strong believe that this is not a good or honest company and that their BBB rating should be reviewed and adjusted accordingly.

  While I no longer expect to receive the item I ordered, I do still think an apology is in order for lying to me repeatedly.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/05/2023

  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 June 20th 2023 I ordered something through Urban Outfitters online. I had ordered three different items but maybe 20-30 minutes later I decided to cancel two items. I was charged for all three times but never received a refund. It also was not shipped. I have contacted them several times and have been told several times that I have a pending authorization and it needs to be resolved. Therefore, I have not received the refund yet. One item was $32.98 while the other one is $39.98. It is September 5th 2023 and I have yet received a refund. The images I have added is the most recent chat I have had with them. I even called them today and was still told that I had a pending authorization

  Business Response

  Date: 09/08/2023

  Hello,

  Thank you for contacting us. As requested, we have contacted your financial institution to have the authorization(s) removed from your account. This request may take your bank a few days to complete, if you have any further issues with this, please contact your financial institution. Also, in a separate email a copy of you order invoice has been sent to ***************************** This invoice will show what was charged to the **** ending in ****.

  Thank You,

  Urban Outfitters 

  Customer Answer

  Date: 09/08/2023

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