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:04/25/2023

  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 returned a list of products a while ago; I got a temporary refund as I was recently rebilled after going back and forth with customer service. I am always told you will get your refund in 24 hours as our team is still reviewing it. I get that response every single and have transcripts with that information. After going back and forth for weeks with this, I have decided to come here. Here is all the relevant information. Order Number ********** Date Ordered Oct 4, 2022 Order Total $3,160.65 Case Number: ******** This is an old order, and yet it is taking too long. Here are some samples from the transcript ******** * (4/5/2023, 6:55:01 PM): I see that the request has already been submitted by our team and our team is checking on the reason for the delay in processing a refund and our team has confirm that you can expect to receive an confirmation email within 24 hours. null (4/5/2023, 6:55:16 PM): ************, thank you so much then null (4/5/2023, 6:55:25 PM): appreciate it ******** * (4/5/2023, 6:57:11 PM): Thank you so much for understanding and I should be the one thanking you for your kind and patience for this. null (4/5/2023, 6:57:25 PM): of course, stay blessed This is the conversations I have on a daily basis.This is affecting my credit score and I feel as if I shouldn't pay for any products that I returned which is the full amount.

  Business Response

  Date: 06/06/2023

  At this time, all items that have been received were issued a refund.  Any additional returned items would need to be received and processed by our returns team in order to see the refund.

  Customer Answer

  Date: 06/06/2023

  [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 returned everything and still have a charge on my credit card. I spoke to a rep the past week who confirmed all the items were returned and that I would be issued a refund. Many customer service representatives kept insisting that I would receive my full refund but it has been empty promises. I’m tired of going back forth with this as I just want my full refund and I’m tired of being lied to by the employees. I still have not received my full refund and it has been too long.
  
  
  
  Regards,
  
  
  
  ***** ******
  

  Business Response

  Date: 06/08/2023

  At this time, all items that have been received were issued a refund.  Any additional returned items would need to be received and processed by our returns team in order to see the refund.  If you do not want to wait for the returns to be processed, you are welcome to dispute the transaction with your bank. 

  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: ********
  
  
  
  I am rejecting this response because:
  
  It has been months since I have had an open case with this issue. Every time I call or talk to a customer service representative, they tell me to wait 3 business days for my full refund. I am still missing $2,000 in refunds. I talked to a rep that confirmed every item and told me I would be reimbursed for everything. I am tired of being constantly lied to by the employees of this company. I tried disputing this through my credit card but you guys rejected it and now I can only get my refund through you. I just want my refund, I returned everything and find it unfair that I am still paying for everything despite returning it all. 
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 06/08/2023

  This has been reviewed multiple times. We will not issue any further refunds until the merchandise is received and processed at our fulfillment center.

• Initial Complaint

  Date:04/25/2023

  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 03/15/2022 I placed an order with urban outfitters (one of hundreds) for a desk. The desk arrived missing hardware. I called UO and was told they would send out the missing hardware. I never heard back from UO and decided to contact them once again. I noticed an order for a new desk that was put through by themI assumed they were sending a new one to replace the one I had received, granted this was weeks after the first shipment and the desk was, out of the box, sitting in my Spare bedroom waiting for the hardware to arrive, as promised. Once again I contact them and I was told I would receive a refund and I had to place an order for a new desk and send back the one without hardware. The one placed by them was cancelled because apparently that was just for the hardware they were unable to get. After weeks of dealing with incompetence of the shipping department and waiting for hardware, I no longer had the box. I was refunded and had to send back the old desk. I had to print out labels and left it at the mail and more near my house. It was a headache finding the correct size of box to send back that heavy desk. According to UO I  never returned the item and now my account has been flagged and prevented from any shipping orders. After being a loyal customer and ordering thousands of dollars worth of merchandise I cant believe UO would put a hold on my account and falsely accuse me of not sending back that item. I was however allowed to order through December after which I then prevented from placing any further order…almost one year after the desk ordeal.

  Business Response

  Date: 04/25/2023

  *****,

  Thank you for your recent inquiry. Unfortunately, you will need to contact our Order processing department in order to get assistance on removing this hold on your account. Please contact them at ************ for assistance with your request.

  Sincerely,

  *****

• Initial Complaint

  Date:04/19/2023

  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 (**********) and it says it was delivered April 13 and it was not. However, it is now April 19 and the package never arrived. The tracking status was unavailable up until today when it showed April 13. I reached out to customer service and they have provided me no help at all despite THEIR carrier having an issue. I was told to file a police report to report is stolen but I do not even know that it was stolen because I do not even know that it was truly shipped. I have been shopping with URBN brands for years and for gifts as others but this terrible customer service experience has showed me that they are trustworthy. Better off shopping with ****** or ****** for clothes.

  Business Response

  Date: 04/20/2023

  Hello,

  The courier has verified delivery was successfully completed on April 13, 2023 for order #**********. Unfortunately, we cannot issue reimbursement if unable to locate the package. In order to recover funds, we recommend filling a missing report with your local police department to open a stolen property claim with your homeowner or renters insurance company. We apologize for the inconvenience this may cause.

  Customer Answer

  Date: 04/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: there is no confirmation that the package was ever shipped, only that it was delivered. I am entitled to receive a product that I pay for, and the company is committing fraud under FTC by not delivering my package and refusing a refund. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/24/2023

  *********
  Tracking
  ***************

  KEW GARDENS, NY ***** US 04/13/2023 10:50 am Your package has been delivered
  Left At: Front Door (puerta principal)
  MINEOLA, NY ***** US 04/12/2023 2:49 am Package received by your local ****** facility and is processing for delivery, see Estimated Delivery Date
  SWEDESBORO, NJ ***** ** 04/11/2023 2:44 pm Your package has been received and is on its way to your ****** Facility, see Estimated Delivery Date
  SWEDESBORO, NJ ***** ** 04/11/2023 2:44 pm Departed from ****** Facility
  SWEDESBORO, NJ ***** ** 04/11/2023 2:41 pm Your package has been received and is on its way to your ****** Facility, see Estimated Delivery Date
  US 04/08/2023 6:27 pm We're awaiting receipt of your package from the seller. Please continue to check your tracking for real time update

  Customer Answer

  Date: 04/25/2023

  [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: I did not receive my package and the company is fraudulently refusing a refund. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 04/30/2023

  The courier verified delivery was successfully completed on April 13, 2023. Unfortunately, we cannot issue reimbursement if unable to locate the package. In order to recover funds, we recommend filling a missing report with your local police department to open a stolen property claim with your homeowner or renters insurance company.

  Customer Answer

  Date: 05/01/2023

  [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: I never received the package that the company is claiming to be delivered. They are unwilling to assist me in locating the package, let alone refund me for the payment I tendered for a good that was never delivered. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:04/06/2023

  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 returned an order almost a month ago. for the past 3 weeks it has supposedly been in transit but they are claiming to have not received it. I am requesting a refund of all items as they were returned. order number **********

  Business Response

  Date: 04/07/2023

  A refund for all returned items will be issued once received and processed by our return department.  We work to remain timely with processing all returns once received. This applies to all our brands, including Free People, Urban Outfitters, Anthropologie, and Terrain.

  Customer Answer

  Date: 04/10/2023

  [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 company states that they have not received my return after almost a month but last week they sent me an email stating they received my four returned items. i checked my bank and they only refunded two items. and when i contacted customer service they still say they never received the return.  it is truly ridiculous. 
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 04/10/2023

  Hi The remaining refund has been processed in the amount of $95.75.

• Initial Complaint

  Date:04/03/2023

  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.

  First, I purchased an ************** ******** ********* Record Player from Urban outfitter on February 7th. I received my record player on February 22nd. When I unpacked the product to try out the turntable, I found it was a non-working turntable. I made a video of the record player problem and sent it to them. At the same time, I took the initiative to contact the Urban outfitter company to apply for reshipment of the record player, and their company agreed to my request. On February 24th, I returned the faulty turntable as they requested. But they told me a week later that they were canceling my reshipment request. The reason they gave was that their warehouse did not receive the record player within 7 days of submitting the application. The solution they gave was to recommend me to buy a new record player and guarantee that I will receive a full refund of the record player including gst and shipping. They promised me a refund of gst and shipping after I bought the new record player. I agreed with them and bought a new turntable on March 16th. But I haven't received a refund since I applied for a refund on February 24th until today, April 4th. I have been communicating with their company's customer service about the refund issue, but they have been unable to give me a reasonable reason why my refund was delayed. They kept putting me off by telling me that I would get a refund on March 20th, and it turned out that I didn't receive a refund after March 20th. When I went to their customer service again, they promised that I would receive a refund on March 26, but as you can imagine, they broke their promise every time, and I kept a lot of information about their delayed refund Evidence and evidence of their breach of trust. Whenever I express my dissatisfaction with their behavior, they always cover my application with a 20% discount code. My refund amount is $289.

  Business Response

  Date: 04/04/2023

  Hello,

   The tracking information provided shows the return was successfully received. So, we were able to process the refund. Please allow 1-3 business days for the refund to post back to the original payment method. 

  Thanks,

  Urban Inc.

• Initial Complaint

  Date:03/31/2023

  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 returned my order over 2 months ago and Urban Outfitters refused to send me my refund. i was told my refund was denied. How dare a company respond to a customer in such a demeaning manner such to say "grounds to reject." Who do you think you are? The facts are quite simple. Order return via the provided Canada post return label   was delivered to you guys. My job here is DONE, you should reconsider your poor warehouse management, if you are unable to find the return parcel. You must reconsider your misled, and incorrect email with a refund or I will pursue this with definitive action. This is ridiculous service and i cant believe i had to deal with this i just want my money back! Order**********

  Business Response

  Date: 04/10/2023

  We are currently working with our returns department regarding this matter. We will need to manually process and confirm that all items were received. Once confirmed and processed by our returns processor, you will be notified by email regarding your refund. We apologize for any inconvenience. 

  Customer Answer

  Date: 04/11/2023

  [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:

  Ive been told this several times and got told to contact my bank! This is ridiculous your warehouse employees must be held responsible, please refund me my money that you guys stole or you will see definitive action!
  
  
  Regards

• Initial Complaint

  Date:03/22/2023

  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 requested a ***** (parent company is Urban Outfitters) rental on 3/15 and was charged for this rental on 3/15 for $95.93 None of the items were true to size - all unwearable. I dropped of the return and contacted ***** to initiate a refund within an hour of receiving the shipment. They refused a refund. I am including a screenshot of the receipt the support chat where they claim they have no functional way to refund me.

  Business Response

  Date: 03/24/2023

  We have investigated and sent the information over to the ***** group.  A representative is reaching out directly to discuss and resolve the concern.

  Customer Answer

  Date: 03/24/2023

  [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:03/11/2023

  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 have a nuuly account and I received items that were no able to be worn. I let the company know online but no response. I called urban outfitters and was told there was no phone number for nuuly and all complaints needed to be handled online in the chat. I tried over 6 times to reach someone and requested a call for help in the chat and no response. I then mailed back everything and forgot an item and needed assistance returning that item. I reached out again online, no response. I now have been charged for it. I went online to cancel and no response and continued to be billed for the subscription. Need help

  Business Response

  Date: 03/21/2023

  We have investigated and sent the information over to the Nuuly group.  A representative is reaching out directly to discuss and resolve the concern.

• Initial Complaint

  Date:03/01/2023

  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 didn’t receive some items in this order and I did tell The supervisor but instead urban issued me a chargeback ? I’m supposed to get a refund not a chargeback

  Business Response

  Date: 03/03/2023

  ****,

  My apologies for the inconvenience. We notice that your charge back amount of $383.70 was issued back the same day as a refund. Please double check your records to confirm with you card company to confirm

  Sincerely,

  Customer Service team.

  Customer Answer

  Date: 03/17/2023

   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Urban outfitters did a charge back on my refund so actually charging me for 383.70$ On 3/15/2023 Which I didn’t authorize ********** I called in to order processing and agent kept advising me to file dispute with my bank.l saying they didn’t receive my returned items. How can I return the items I didn’t receive from urban outfitters ? I’d like to reverse to charge back of 383.70$ Since they already issued a refund and charging me back If not, I’m going to file dispute to general attorney of New York
  
  
  
  Regards,
  
  
  
  **** **
  

  Business Response

  Date: 03/17/2023

  The charge back was refunded on 3/1/2023 in the amount of $383.70 to a ****** **** ending in ****. **********  An invoice has also been sent to: **********@*****.com to show verification that the refund has been done.

  Customer Answer

  Date: 03/19/2023

  [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: urban outfitters charged me again on 3/15 for 383.70 and when I called to the order processing Dept 
  
  
    And was told to file a dispute 
  
  Regards,
  
  
  
  **** **
  

• Initial Complaint

  Date:02/27/2023

  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.

  Order ********** I ordered two items, a pair of cargo jeans and a puffer jacket. Since I was not too fond of the items, I wanted to return them and I did in a timely manner. The tracking number of this return is ******************. The weight of the package was **** lbs, equivalent to the weight of the two items. However, urban outfitters are stating that they only received the $***** pants and not the $320 jacket, and only refunded me the ***** and not the full amount. I have contacted Urban Outfitters multiple times and they stated it is out of their control. This is very irresponsible, as it comes from a multimillion-dollar company. All I want is to be reimbursed for the returned puffer jacket!!

  Business Response

  Date: 02/27/2023

  I am so sorry but the returns department stats they did not receive the jacket. We can advise you to dispute the charges with your bank. 

  Customer Answer

  Date: 02/28/2023

  [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: Merchant states that they did not receive the item when in fact I sent it back. It should not be taken out of my pocket.

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

  
  

  Business Response

  Date: 02/28/2023

  I am so sorry but the returns department stats they did not receive the jacket. We can advise you to dispute the charges with your bank. 

  Customer Answer

  Date: 03/01/2023

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