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, Inc

  1513 5th Ave SE Olympia, WA 98501-1701

• 

  Urban Outfitters, Inc

  1125 NW Couch St Portland, OR 97209-4142

• 

  Urban Outfitters, Inc

  235 Yonge St. Toronto, ON M5B 1N8

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:07/17/2023

  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.

  We are a very small interior design business in Austin, TX. We order from Urban Outfitters and Anthropologie for every project we do and place thousands of dollars of orders with them per year. On Aug 1, 2022 we placed order #********** for three lamps, totaling $1081.75. When the lamps arrived in November, all three lampshades were dented and damaged. During our install on December 20, 2022, I reached out to Urban Outfitters for replacement shades or a partial credit to replace the shades locally, and over the phone I was told by somebody at Urban Outfitters that they could not send shades without lamps and could not issue a partial credit, so they would be giving us a complimentary full refund on all the lamps. I was quite surprised and grateful, and passed on the news to our clients that day. On February 8, 2023, we were issued a full refund. On March 24, 2023, I was notified that our account was restricted. After contacting Urban Outfitters to find out the reason for the restriction, I found that the person I'd spoken to in December had created a return for the lamps rather than simply issuing a complimentary refund. I have called Urban multiple times, spoken to the debt dispute department, asked for a manager, and am never allowed to speak with someone higher up. I was -- after multiple calls and multiple requests to speak to manager with no luck -- told that they would review the phone call I had had in December 2022 where the refund was offered. They said they would reach back out in 24-48 hours. This was over two weeks ago. I have heard nothing, and have reached out by phone, chat, and email, and have received no answers. We have multiple orders for over $1,000 that we are ready to place through Urban Outfitters and Anthropologie that we are not able to place with our restricted account. It is holding up our client projects and causing friction with our clients. I would like our account to be taken off restricted and our debt to be forgiven.

  Business Response

  Date: 07/26/2023

  This hold was removed 7/21/23

• Initial Complaint

  Date:07/14/2023

  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.

  I ordered a toile duvet cover that was discounted by 30% and the next thing I new I had an email telling me that my order had been cancelled for no rhyme or reason. I first sent an email to the company asking for an explanation and then I called the company and spoke with a representative. This took place about 2 weeks ago. The representative informed that there was a hold on my account and I was flabbergasted to find out about this. She the informed me that she had escalated the matter to the team that could help me take care of the hold and they would be contacting me within 2 hours that day. As I said, that was 2 weeks ago and I have yet to receive a response or any form of correspondence from them. They have not had the decency to inform as to what the hold was about or how I could take care of it. I have spent thousands and thousands of dollars at Urban Outfitters and so I am confused at their lack of care of customer service. I feel like I am being treated like someone who has done something heinous to them and I know this not to be the case. I have tried to contact them multiple other times and still have not received any sort of acknowledgment. I would like to get to the bottom of this maltreatment and figure out how to go forward from hear. I would also appreciate an apology for such lackadaisical and even somewhat disrespectful treatment.

  Business Response

  Date: 07/25/2023

  We are sorry to hear this. The hold on your account is currently being reviewed. You will be contacted via email with a resolution once the investigation is complete. We apologize for any inconvenience. 

  Customer Answer

  Date: 08/15/2023

  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Urban outfitters never responded to claim to explain why there was a hold on my account. I spoke to someone and they said it was due to a dispute and that I had to get my bank to reverse the dispute but that was almost 2 years ago and I no longer use that bank and cannot do this. I ordered a toile duvet cover that was discounted by 30% and the next thing I new I had an email telling me that my order had been cancelled for no rhyme or reason. I first sent an email to the company asking for an explanation and then I called the company and spoke with a representative. This took place about 2 weeks ago. The representative informed that there was a hold on my account and I was flabbergasted to find out about this. She the informed me that she had escalated the matter to the team that could help me take care of the hold and they would be contacting me within 2 hours that day. As I said, that was 2 weeks ago and I have yet to receive a response or any form of correspondence from them. They have not had the decency to inform as to what the hold was about or how I could take care of it. I have spent thousands and thousands of dollars at Urban Outfitters and so I am confused at their lack of care of customer service. I feel like I am being treated like someone who has done something heinous to them and I know this not to be the case. I have tried to contact them multiple other times and still have not received any sort of acknowledgment. I would like to get to the bottom of this maltreatment and figure out how to go forward from hear. I would also appreciate an apology for such lackadaisical and even somewhat disrespectful treatment.

  Removal of hold
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 08/17/2023

  We apologize for the misunderstanding. The restriction has been removed from your account. An email confirmation was sent on August 7, 2023. 

  Customer Answer

  Date: 08/18/2023

  [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:07/12/2023

  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 with UO last week and it was two pairs of *************** shoes totaling $240 and it was scheduled to arrive on Saturday July 8th/2023. When A package arrived on Saturday it was only one pair of shoes and contacted customer service and filed a missing item. They get back to me today (07/12/23) and said they deny my claim since they shipped it in one box which is untrue because the only box delivered was very small and in no way could carry two pairs. I spoke to someone over the phone more than once explaining I dont want a refund but simply the shoes I paid for yet the refuse to help in any way.

  Business Response

  Date: 07/12/2023

  Your exchange order has been processed. You should received a separate notification.

• Initial Complaint

  Date:07/07/2023

  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.

  I ordered a ***** 6 Drawer Dresser from Urban Outfitters on 11/09/2022 and paid $116.41. The order number is **********. The dresser arrived on 11/22/2022 but there were six missing parts and I was unable to build the dresser. I filed a missing parts request that same day, and on 2/6/2023 I was finally sent parts but they were wrong. I filed another missing parts request that same day. Today, 07/07/2024, I called to ask for an update on the missing parts. Urban Outfitters told me they no longer do missing parts requests and since its been more than 30 days I am not eligible for a refund. After over eight months I have a useless half built dresser and wasted $116.41. Could you please help me with this? At this point I would like at least a refund.

  Business Response

  Date: 07/07/2023

  ****,

  My apologies for the entire inconvenience this issue has caused. I have issue a full refund to your original form of payment today and you should see that credit post back in 1-3 business days. I have requested our support team to get *** out to your home in the next 3-5 business days to collect the defective ***** 6-Drawer Dresser. Be on the look out for an email with your tracking number so you will know when to expect ***. 

  Sincerely,

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

  Customer Answer

  Date: 07/08/2023

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

• Initial Complaint

  Date:06/27/2023

  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.

  To whom it may concern: my order ********** was expected to arrive on 6/23, but I have NOT yet received it, despite the fact that it shows as delivered. I have already contacted customer service via email and phone, but they have been of no help to me. The customer service representative's statement is that I must submit a missing report with my local police department in order to register a stolen property claim with your homeowner's or renter's insurance company which is completely preposterous. This clearly shows that Urban Outfitters is a SCAM with TERRIBLE customer service. Therefore, be wary if you place a significant large order and it gets stolen, as they WILL NOT ASSIST YOU. I just want to be refunded for my order **********.

  Business Response

  Date: 07/12/2023

  This claim was denied due to the courier providing proof of delivery. We have made an exception and issued a full refund back to the original form of payment. The credit can take 1-3 business days to post back to the account. 

  Customer Answer

  Date: 07/12/2023

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

  Customer Answer

  Date: 07/21/2023

  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I recently filed a claim with BBB (Complaint ID: ******** and Date Filed: 6/27/2023) in which Urban Outfitters responded for my order #********** that they would issue a refund, their response was "We have made an exception and issued a full refund back to the original form of payment. The credit can take 1-3 business days to post back to the account." As of 7/20/2023 I have not received a refund to account. Please let me know if you're able to assist with this matter.

  Billing adjustment; Refund; Finish the job
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 07/25/2023

  Our apologies, the refund did not push all the way through. This refund has now been issued and you should receive an email momentarily with this information. 

  Customer Answer

  Date: 07/25/2023

  [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:06/23/2023

  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 an invalid restriction placed on my account that won't allow me to place an order. This has been an ongoing problem since March 2022. I have placed a handful of orders since then, with no issues, however my account is restricted again. I've spent many hours on the phone and chat with their support team to try and resolve this, but they only claim to "escalate my case" and never fully, or permanently, resolve it. I've just spoken with their support team again today, June 23, 2023 and they have confirmed the following details: the restriction was resolved and removed March 2022. I successfully placed an order using this account. Then without warning or cause, the restriction was reinstated on my account one month later. Their customer support team has no idea why there is a restriction, and also won't give me a way to contact anyone to resolve this.

  Business Response

  Date: 06/24/2023

  Hello ******,
   
  Please note a hold has been placed on your account and future orders will begin to cancel as a dispute was opened with your card company on order ********** for the amount referenced below.
  
  The funds we had charged your card were taken from us and placed back on your card as a credit. Until we are provided with a pay method to cover the amount due of 323.53 your orders will cancel.
  
  If you have further questions regarding this chargeback, please contact your issuing bank.
  
  After contacting your issuing bank, please respond to this email or contact the  Disputes Department at the phone number provided below. The Disputes Department is open from 8:00 am to 5:00 pm EST Monday-Friday
  
  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,
  Anthropologie

• Initial Complaint

  Date:06/23/2023

  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 returned this order and it shows as delivered back to urban with no refund being issued I returned all the items and refund still haven't been issued ********** This order also with the same situation

  Business Response

  Date: 07/01/2023

  After review of these orders, the customer has been refunded as of June 30th. Please allow up to 3 business days for this to reflect onto the original method of payment. 

• Initial Complaint

  Date:06/22/2023

  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 made a purchase with UO online (order number: **********) and the package was supposed to arrive on June 16th. The carrier (*********) was with my package since June 13th and it started saying the shipment was delayed. Then they said the package was delivered on June 19th.I never got the package, the security at the building never got the package. I asked security to check the footage to see if any employee from ********* was at the building at 1:48pm as they said, and of course no one was here. ********* tracking information actually said the package was out for delivery at 1:46pm and delivered at 1:48pm, after almost a week with the package that's the last thing they provided. Besides, the building does not allow deliveries at the front desk as they said it was the case in the tracking information. I have tried talking to UO and they don't care, customer service non existent. The only option is to file a report with the police. They don't even try to help me reach out to the carrier and track the package, as it was my problem and my fault the package never got delivered. Terrible customer service. In the end, I will probably be without the product and without my money

  Business Response

  Date: 06/27/2023

  Hello,

  Thank you for reaching out! Our records show that a return was created on June 24, 2023 for the ****** ******** Sunglasses, indicting the item was received. If this is an error and you didn't receive the ****** ******** Sunglasses we recommend disputing this charge with your bank in order to be refunded. We sincerely apologize for any inconvenience this has caused.

  Thanks,

  Urban Outfitters

• Initial Complaint

  Date:06/13/2023

  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.

  I placed an order for some summer clothes and I paid $176.32. when the clothes arrived and I tried them on a few pieces didn't fit. I contacted urban to return the items they told me I should wait to receive the entire order so I waited until I received everything and then I called them back to return the items that didn't fit and I had to escalate the call to a supervisor since I was being told I couldn't return the items I asked the supervisor for other options to return the item and they told me to donate or give away because they weren't going to refund me. it's not fair for me to have to keep brand new items I just paid for that I have no use for cause they can't fit me just so urban outfitters can keep my money.

  Business Response

  Date: 06/15/2023

  In order to assist the customer, we would need a list of the items that they are attempting to return from order **********.

  Customer Answer

  Date: 06/19/2023

  [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:06/13/2023

  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.

  Order Number: ********** *************** “FRIDAY, JUNE 9 12:26 PM | OXFORD, MI Your package has been delivered” Chatted UO before 5pm and was told delivery partners delivery info is sometimes incorrect and to wait 48 hours for the package to appear. It did not. Chatted over 48 hours later. Agent said to expect an email in 1-3 hours. No email was received. Chatted the next day and I replaced my order myself (Order Number: **********)From a chat agent direct quote: "Upon checking I see that a request for this issue was submitted on June 12th, please allow another 24-48 hours a refund will be issued." (That was a lie I was straight up lied to)Then I received this email: "Thank you for reaching out! This email is regarding order number **********. We are sorry to hear that you did not receive an item from your order. Unfortunately, our records indicate this item was included in your order once it left our facilities and we will not be able to honor your request for a refund. Instead, we recommend disputing this charge with your bank in order to be refunded. You may also file a theft report with your local police department. We sincerely apologize for any inconvenience this has caused. Stay safe and have a blessed day!" Chatted again. Was informed it was delivered and provided a photo of a random porch. Agent said my case would be reopen but, I'm so sick of having to waste my time on an error that didn't not participate in. I want my refund. (Info is presented in chronological order)

  Business Response

  Date: 06/13/2023

  After further review, a refund in the amount of $106.32 has been issued on June 13, 2023. Please allow up to 3 business days for this to reflect onto the original method of payment.

  Customer Answer

  Date: 06/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.