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.
88 complaints closed in the last 12 months.

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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:06/09/2023
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 growing increasing frustrated and insulted by the way this company is handling this situation. Because of a false and misleading product description I believed I was purchasing something that I was not. "The 2003 release from alternative artist ******. Available on Urban Outfitters exclusive blue and cloudy clear vinyl, limited to just 1000 copies. 2003, Miscellaneous Record" is the description on your website. (It still hasn't been changed over 16 hours after talking to four different customer service reps.) I don't understand why you think I should have to spend my time and energy sending you a record back, that's been opened, to issue a refund. This is in no way shape or form my mistake. I was LIED to. I became even more insulted by the fourth reps suggestion that I just take a 15% off voucher for a future purchase. Please, explain your logic here... She really thinks an ok solution to this issue is me spending $200 more to get back that $30? Am I getting that right? The email she sent following our exchange is what really floored me. Under reason for return she listed: "poor condition". Not at all the case. Now words are being put in my mouth. And what's worse is the estimated refund amount is less than what I paid for it. So you want me to eat the cost of the shipping, is that what I'm to understand? Your website lied to me, and now, even if I wanted to send it back, it's going to cost me money. Please, make any of ths make sense. Order #**********
Business Response
Date: 06/13/2023
Were so sorry to hear that this product did not fully meet your expectations. After review of this order, we have confirmed that a complimentary return label has been provided. A full refund will be issued once the item is received and processed within our warehouse.
Initial Complaint
Date:06/07/2023
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 placed January 13 2023. Returned order shortly after, using 3 return labels urban provided to me. Received refunds in a timely manner for the products from two of the shipments returned but not the 3rd. For months urban was saying they didn't receive the return, but 9n may 16th they claim the error was fixed and that they received the return. They sent me emails confirming the return and confirming the processing of the refund. I have still yet to receive the refund, ****** states urban outfitters has not sent the refund ($649.98). I had filed a dispute with my credit card company but was unaware that I needed to do the dispute with ****** instead, because of this my credit card company won't credit me, and ****** won't dispute and contact urban outfitters, ****** just states they have not received the renaming portion of the refunded prefer ($649.98) that should have been sent on May 16th 2023.
Business Response
Date: 06/08/2023
After review of your order, ********** I have confirmed this has been refunded. The refund transaction ID is *****************
Initial Complaint
Date:05/23/2023
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.
Date: Jan 13 2023 Money: $144.99 (paid by giftcard) Issue: The order got canceled. They first gave me an tracking number but no update in the tracking at all. It showed "awaiting for carrier pick up " for days so I called and they said the item was out of stock and I would get a refund. Then they sent me an empty merchant credit refund ( no balance inside at all). I called and emailed the customer service so many times but no one solve my issue. Every time I was told that I should get a reply in 48 hours but I never receive a reply. I'd like to get my refund back. Order Number: ********** Thank you so much!
Business Response
Date: 06/08/2023
In order to assist the customer, we would require the receipt of the purchase of the gift cards used on the original purchase.
Customer Answer
Date: 06/08/2023
[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: ********

Hi
I checked the order details and it showed that I used three gift cards but there wasn't any details (like the last 4 digits) in the order history.
I found two gift cards that I might used for this order **********. If they were not the right ones you could tell me the last 4 digits of the cards so I can find my records.
Regards,

**********
Business Response
Date: 06/08/2023
We would require the original receipt for the purchase of the Gift Card ending in **** - which was redeemed on order number **********.
Initial Complaint
Date:05/17/2023
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 ordered $211.86 rug from Urban Outfitters on 9/24/22 and it never arrived. I lived in a dorm at the time where all mail was collected and students were notified to pick up any mail or packages; I never received any indication that my package arrived despite talking to mail room workers but Urban Outfitters says it was delivered. When I contacted Urban Outfitters, they would not refund me despite billing me over $200 for an object I never received, which during these times of high inflation and economic struggles is horrendously rude and irresponsible as a company. They offered no way to help me find the package or any resolutions. I disputed the charge with my credit card provider yet Urban Outfitters billed me again, despite me explaining the situation. In the United States, you get what you pay for and I didn’t get my rug or $212 worth of anything, just disappointment and rudeness. I’d like a refund as soon as possible. Companies can’t steal from consumers or continue to collect on their own shortcomings.
Business Response
Date: 06/03/2023
Unfortunately, because the delivery was confirmed by the courier, we will not be able to process a refund for this item. Instead, we recommend disputing this charge with your bank in order to be refunded. We sincerely apologize for any inconvenience this has caused.
Initial Complaint
Date:05/17/2023
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.
I received 2 pairs of out from ***** **** leggings as a gift in January each of them were worn no more than 3 times. They both have rips in the back and I contacted Urban Outfitters with pictures to hopefully get the pants replaced or store credit so I could buy more leggings. We had 12 email exchanges where they kept asking me for the sellers email address which I provided. Each email back from them kept going in circles without any resolution. The last email said that they cannot do anything about it because its more than 30 days. Their leggings cost $55 and there is no reason that not one but two pairs should rip with only a few wears. Im hoping to either get store credit to purchase more leggings or get the leggings replaced by Urban Outfitters. This was the worst customer service ive ever encountered.
Business Response
Date: 05/24/2023
Hi ******! We are sorry to hear of the trouble you have experienced. Could you please provide the order number or the gift givers name, email address and phone number? We will be happy to assist you further. Thank you!
Customer Answer
Date: 06/01/2023
[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 the exact response I received for 10 emails going in circles. I provided them with all of that info and nothing was resolved for a total of 15 responses.

Regards,

*****************************
Business Response
Date: 06/03/2023
Hi ******. We do not have record of an online purchase for the two items in question under the email address provided as ********************** If the items were purchased in store, please contact your local store for further assistance. We apologize for any inconvenience.
Customer Answer
Date: 06/04/2023
[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 have attached pictures of the defective pairs of pants and customer service has done nothing to remedy the situation. I should not have to harass my gift giver for all their receipts etc when it is a lack of quality control from the company. A gift card to replace is the right thing to do.
Regards,

*****************************
Initial Complaint
Date:05/15/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The customer service for UO and the returns team have become absolutely horrific!! I have called and chatted in with foreign English illiterate customer service reps (**************** was one of them) who have told me they have reported my issue ‘to the higher ups’ but yet asked me for zero information about the problem. The last two orders I returned were refunded wrongly. I kept record of what I returned and the following items were left out and these items need appropriate refunded. From order **********: 1) *** **** ***** ***** ******* **** Demi Bra Style No. ******** Color: Lilac Size: ** * Price: $30.36? $35.00 2) *** **** ***** ****** **** Corset Style No. ******** Color: Peach Size: XL Price: $51.18? $59.00 3) *** **** ***** ****** **** ****** Corset Style No. ******** Color: Light Green Size: ** Price: $56.38? $65.00 4) *** **** ***** ***** Short Style No. ******** Color: Hot Pink Size: L Price: $ 25.15? $29.00 That is a total of 4 items that you returns team left out. From order: ********** *** **** ***** ****** **** ****** Corset Style No. ******** Color: Light Pink Size: XL Price: $ 46.75? $65.00 Qty: 1 Total: $ 46.75? $65.00 A total of one item not refunded that was included in the returns box. Why have I had to jump through hoops to get assistance on this? Why were so many items not processed? What is wrong with your customer service team?!
Business Response
Date: 05/16/2023
I apologize for the issue with your full returns not being processed. However, I have issued refunds for the items you listed. Please allow 1-3 business days for the refunds to post to your account.
Initial Complaint
Date:05/14/2023
Type:Sales and Advertising 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.
They have blacklisted me from purchasing because I spoke to them about packages not being received.
Business Response
Date: 06/02/2023
*******,
Thank you for reaching out regarding the restriction on your account. After reviewing your order history, the restriction was removed for all Urban Outfitters, Inc. brands. Note that we did not charge you for any recently canceled orders should you see a pending charge on your payment method, it will resolve within 1-3 business days.

While we can't reinstate any canceled orders, we're happy to assist with a reorder over the phone if that's easier for you. Simply contact our Customer Service team. If a promotional discount was applied to a canceled order, we'll be happy to honor it again – just provide the prior order number for which it was used to the customer service representative.

We apologize for any inconvenience or frustration that may have occurred as a result of the restriction. We hope that our brand brings you joy the next time you shop with us.

Sincerely,
UrbanOutfitters.com
Customer Answer
Date: 06/03/2023
[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 did this maliciously and I have no idea why. Glad you are kinda making it right but only because I called you out on it.
Regards,

*************************
Business Response
Date: 06/03/2023
*******,
This hold was due to dispute received on order ********** for fraud transaction by your credit card company. When our team received any kind of inquiry of this type of nature, we automatically place the account on hold until the issue is resolved. Since the card company ended up dropping the inquiry, the account needed to be manually removed by our support team. I was able to reach out to our team directly and get that hold removed so you could start placing orders again.
Sincerely,
*****.
Customer Answer
Date: 06/05/2023
[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:
Ok yeah keep lying

Regards,

*************************
Initial Complaint
Date:05/12/2023
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 March 2, 2023, I ordered a ***** **** jacket from the Urban Outfitters online site. They shipped the item via *********, a notorious shipping company, and Urban Outfit said the package was delivered on March 4, but I never received it. I complained to Urban Outfitters several times about the non-delivery, but they refused to refund me. However, I have received confirmation from the building manager that the package was not delivered on the date and time Urban Outfitters claimed it was delivered after reviewing the in-building footage. This is not a theft issue, because it has not been delivered to my place in the first place. And it's Urban Outfitter's responsibility to make sure the orders get delivered. Despite these facts, Urban Outfitters continues to refuse to issue a refund. I've also contacted the shipping company, *********, but have received a response that says 'we are unable to confirm control of your package at this time. Due to the unconfirmed status, please contact your Seller for further assistance', which means that even ********* can't confirm that the shipment was completed properly. I also followed Urban Outfitters' advice and filed a bank dispute, but they are still refusing to refund me through the dispute process. Based on the above facts, I strongly demand a refund for the undelivered items.
Business Response
Date: 05/17/2023
A refund was processed for the order on May 17th. Please allow 1-3 business days for the credit to post.
Customer Answer
Date: 05/26/2023
[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:
The business said that the refund was made on May 17 and it would take 1-3 business days for the credit to post. However, it is now 7 business days from that date and I still have not received the refund. I want my refund expedited as they promised to me.
Regards,

*****************
Business Response
Date: 06/03/2023
$174.19 was refunded back to your original form of payment on May 17th.
Initial Complaint
Date:05/06/2023
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 ordered furniture from UO in March where it was delivered as expected. UO had a sale on furniture right after my items delivered. Per their policy, you can request a price adjustment for credit. On April 11 I received the confirmation via email. I have yet to receive the credit. The numerous times I’ve contacted them. I’m told to wait up to 3 days. Last Wednesday, I was told 48 hours. Still nothing. I have wasted so much time. I’ve contact ****** who my payment plan was through. They indicated they received nothing from UO. Today, I have had no response. Although the amount may be small to them, it’s still significant enough for me. Their policy clearly states I would get the adjustment. The customer service team says I should be getting it. Still nothing. My wish is not only to receive the credit for my two orders, but compensation for the amount of time I’ve wasted between UO and ******. Especially when UO told me to contact ******. That was a nightmare. I’ve attached all the interactions I’ve had. It’s been a horrible experience.
Business Response
Date: 05/17/2023
Hello,
Thank you for contacting us. I have confirmed with ****** that the refund of $282.53 was successfully issued to your ****** Account on 04/13/2023. Please keep in mind that once the refund is registered against your order, any remaining payments will be cancelled and the already paid amount, including the service fee, will be refunded to the original payment method. You may contact ****** if you have any additional questions.
Thanks,
Urban Outfitters
Initial Complaint
Date:04/28/2023
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.
date of transaction: Apr 28, 2022 i bought a sweatshirt from Urban Outfitters cost me $62.72, this sweatshirt has only been worn twice since I bought it, I recently put it in the water to wash and noticed it was fading so badly it ruined not only my other clothes but also my bathtub. The merchant has very little information about the product, and I can't believe how any merchant would sell such a poor dress to someone else. I would like to apply for a refund as there is no way I can keep this dress and it will only fade more and more. But the merchant's suggestion is to let me spend 80% to keep this piece of garbage that will eventually reach the trash can.
Business Response
Date: 04/28/2023
A prepaid return label has been emailed. A refund will be processed once the item is returned and received in the warehouse.
Customer Answer
Date: 05/03/2023
[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,

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

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Urban Outfitters, Inc is NOT a BBB Accredited Business.