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

  3006 Hennepin Ave Minneapolis, MN 55408-2614

• 

  Anthropologie

  10202 Perkins Rowe Ste 140 Baton Rouge, LA 70810-2068

• 

  Urban Outfitters, Inc

  1513 5th Ave SE Olympia, WA 98501-1701

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:02/26/2023

  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 made an online purchase around October of last year and returned the order via mail. I was not refunded the full amount and I contacted customer service support and they said I should be receiving the funds in 5-7 business days. Weeks and months passed and Im contacting support regarding my refund and I have not received a proper answer. After almost 2 months passed by, a customer service rep told me I should file a claim with my bank since there is an issue with the warehouse. Im currently still filing a claim with my bank and now Im restricted from shopping from Free people, urban because of their mistake.Terrible customer service

  Customer Answer

  Date: 02/28/2023

  Hello,

  I would like to be refunded for my missing items and my the block on my card to be removed. I have emails regarding my items were received.

  Thanks

  Customer Answer

  Date: 03/01/2023

  The complaint is for urban outfitters but Im also restricted from buying from free people since urban outfitters put my account on hold.

  Business Response

  Date: 03/01/2023

  Thank you for contacting us. So, we can better assist you, can you please provide the order number? We look forward to hearing back from you.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item from Urban Outfitters online in January, and realized the size wouldn't work for me. I started an exchange on January 30, 2023 and was instructed that I can drop off the return item at the US Post Office, which I selected in my form. I dropped the item off at the correct USPS office on Feb 3, 2023, where it has been sitting waiting for pickup by an UO Returns Agent for nearly four weeks. I have followed up with Urban Outfitters four times, was told I would be hearing directly from the company via email (never did), my exchange has been cancelled by UO because the returns agent never picked up the item, and my credit card still has the charge for the item. I was informed by UO that if I wanted the item requested in the exchange that I should just order it separately, which I refuse to do because the company should process the return as they advised the customer to do - they have not held up their portion of the agreement, and not only am I paying the charge on my credit card for an item I no longer have in my possession, I'm being instructed to hand over more money to the company while ignoring the resolution needed on our agreement.

  Business Response

  Date: 02/23/2023

  a refund has been pushed thru for your order.  The order shows that only USPS has the item which means that the post office still has the item.  

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The company is pointing the finger at USPS but has issued a refund to my account (instead of the exchange I entered into with the company). I accept the refund but I strongly encourage the company to revisit its partnership with USPS for customer exchanges and returns. Nor should the company make offers it cannot execute or complete. This has been a complete debacle and is really unacceptable for customer experience.  
   
   
  

• Initial Complaint

  Date:02/22/2023

  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 bought two pair of their *** baggy skate fit jeans in the washed black color, and when I received my order on 02/22/2023 noticed one of the pairs of jeans was a different model than the other I deduced they had sent me a pair of the jeans I order and the other pair was the *** baggy skate fit- lynx wash

  Business Response

  Date: 02/23/2023

  Hello,

  Thank you for reaching out. A refund for the *** Baggy Skate Fit Jean COLOR: Washed Black SIZE:***** has been issued back to your ****** account. Please allow 1-3 business days for the refund to post.Also, I prepaid return label was emailed to *************************,for the return of the wrong item. 

• Initial Complaint

  Date:02/22/2023

  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.

  On Monday, February 20th I placed an online order with Urban Outfitters. After placing my order, I immediately realized the shipping address was to my previous address in *******. I live in **********. Immediately (within 5 minutes) I attempted to update the shipping address but was unable to do so. I then contacted Customer Support and after multiple attempts to locate the order, was told that due to a glitch the order had not been processed. I was told my order would be cancelled. The next morning, I checked my account and noticed that the order had been processed. Again, I immediately contacted customer support for a second time and asked them to cancel my order. I was told the order was cancelled and that I would receive confirmation by the end of the day. That evening, I received a notification saying that my order had been shipped. For the third time, I contacted customer support and they told me the cancelation has been denied. I spoke with three agents in the span of twenty four hours and was told something different each time. I was told my cancellation was denied because the order already had been shipped, dispite twice being told the order was either a) not processed or b) cancelled. I was even told the order was shipped the night before, despite receiving an email stating otherwise. In all I invested over two hours in trying to either have the shipping address shipped or receive a refund. I was told at multiple points in the process that neither was possible. As a consumer, I feel manipulated, lied to, and mislead. It feels like Urban Outfitters has intentionally made this process difficult and confusing so as not have to make good on their end of the purchase.

  Business Response

  Date: 03/02/2023

  We're sorry that this order was not cancelled as advised. A full refund has been issued back to the original form of payment for order TN14288859. Please allow 1-3 business days for this credit to post back to the account. 

  Customer Answer

  Date: 03/03/2023

  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:02/21/2023

  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.

  On 2/15/23 my ********************* from Urban Outfitters collapsed unexpectedly. One of the legs bent/snapped off and caused the shelf to fall on one side. The items on the shelf were under the allowed weight limit, and this furniture piece is only a little over a year old. Thankfully we were not hurt, but it could have been much worse if we were close by or the shelf fell in a different direction. We were able to clear the shelf off and contact Urban Outfitters customer support, but they were unhelpful in the matter. They told me I could receive a refund or replacement, but then refused to do so after a number of days. I have tried contacting them multiple times after that, but they have yet to respond.

  Customer Answer

  Date: 02/27/2023

  Hello,

  
  I am writing in regards to my case, ********. The merchant has reached out to me and refunded my money, so the case is now resolved. Let me know if you need any other information to close this out!
  
  Thank you!
  
  ***************************
  *************************

  
  

• Initial Complaint

  Date:02/19/2023

  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.

  I placed an order with Urban Outfitters on december 8, 2022. For 6 *********************** limited edition vinyl records. Order #**********. The payment menthod I used was *******s pay in 4 seperate payments. I received approval from Paypal that my transaction went through. Transaction I.D. is *******************. I also received an email from Urban Outfitters that my order was confirmed. On 2.16.22 I received an email that my payment has been declined. I spoke with ****** and they said this transaction was approved and Urban Outfitters would be the one declining it. I contact Urban Outfitters and speak with ****. **** now tells me the only way i can update my payment method is to pay in full right now. Even though i explained that my order was confirmed via pay pal pay in 4 method. He kept telling me there is nothing else he can do i have to pay in full or cancel and re order. I explained when i aced my order there was a promotion in place and i had a $5 off coupon. If i cancel and reorder i will not be able to get these items for the price i paid back in December when my order was confirmed. Zero offer to price match of i cancelled and replaced my order. Then I asked to speak with a surpervisor and he said noone was available. There is nothing more they can do except try to force my hand into paying in full. This makes no sense to me when everything was approved and confirmed through them. This is extremely frustrating and disappointing after I've already been waiting months for these items.

  Business Response

  Date: 02/24/2023

  The warehouse did confirm that the vinyls will ship out at the latest March 6 and the shipping method has been upgraded to *** next day air.

  Customer Answer

  Date: 02/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: my issue was that when i originally placed my order it was through ****** and in a pay in 4 payments format. I received an email after order confirmation from both paypal and Urban Outfitters that my payment method was declined. Then i was told by Urban Outfitters i could not use ****** and would have to pay in full to keep my order. I dont understand why when the order was placed months ago it was confirmed and now all of a sudden they demand payment in full and wont accept paypal for my order, but if i go to place a brand new order ****** is an option for payment. This makes zero sense. All i wanted to do was split my payments up. Your company confirmed that was an option to pay and now you come back months later and just demand a 1 time in full payment. Its very concerning. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 02/24/2023

  Unfortunately when updating a payment method, we only have the ability to do so with a Credit Card or Gift Card.  We do not have the ability to accept ****** over the phone.  If you would like to place a new order online, you can utilize ****** as a payment method. Sorry for any inconvenience this may have caused.  

• Initial Complaint

  Date:02/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased bedding on 10/8/2021 Order Number: **********. The bedding was very low quality. There are multiple holes in the comforter after light usage. The fabric just rips when you pull the blanket up to make the bed. I reached out to UO to file a complaint and ask for a replacement. They refuse to provide a resolution because of time. When I purchase bedding for a room, it should last more than a year. They have only offered a discount. Im not seeking a refund, just a replacement of the comforter which they have in stock online.

  Business Response

  Date: 03/02/2023

  We're sorry to hear about the condition of the comforter. We have arranged to have a replacement sent out to the customer which should be shipped out shortly.

  Customer Answer

  Date: 03/03/2023

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

• Initial Complaint

  Date:02/11/2023

  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 (**********) on 2/07/2023 for 5 items for a total of $74.91. When I opened the packaged on 2/11/2023. I was sent 3 completely different items. This is upsetting because I received a completely different order than I was expecting. I called customer service in terms of the status of my order to see that it can be replaced and shipped back to me. However, the 2 out of the 5 items were out of stock. They ignored my question of if the remaining two can be retraced and shipped back to me. Instead they mentioned I would only get the remaining order and refund for the out of stock items ONLY if the incorrect orders were shipped back. It is not my responsibility to fix Urban Outfitters mistake in order to get my replacement and money back. I am upset that two of the items cannot be replaced either. I expected a full refund on the missing items, a replacement sent on in stock items without the hassle of returning their incorrect items. Thus, reducing the time and resources wasted on my end for fixing their mistake.

  Business Response

  Date: 02/13/2023

  Thank you for contacting us. I do apologize for the negative issues that you are having with your order. We have processed a refund for the missing items & 2 exchange orders for the items that were still available for us to ship. Please allow 1 to 3 business days for your refund to appear & you will receive tracking once the in-stock items have shipped. We do require any incorrect merchandise be returned back to us per our company policy to avoid being charged twice. A return label has been emailed for you to return these items back to us via mail or you are welcome to visit a store within 30 days. We apologize for any inconveniences. Thank you for shopping with us. 

• Initial Complaint

  Date:02/11/2023

  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 bought a coat from Urban Outfitters for $90.01 plus tax on 11/20/2022. They did not send me the coat and instead sent a pajama set that I did not order. Ive asked them for the tax amount so that I can file a refund request through ******** (which I used to purchase) and they would not give me the total amount. They said I needed to return the wrongly sent item before they would send me my coat, I told them my rights through the FTC and they still refused. Attached is my email correspondence with them as well as the FTC complaint information I filed. They refused to send me my coat so I kept an eye out and was eventually able to purchase my size at a cheaper price but now they will not send me a refund. My order number for this purchase is **********.

  Business Response

  Date: 02/13/2023

  Thank you for contacting us. We do apologize for the issues that you are having with your order and that the incorrect item was sent. However, before a refund is issued, we do require that if the customer has any issues, they send the merchandise back to us. Without the item being returned back to us, we are unable to issue a refund. However, we'd be happy to offer a free label & once the item is returned, we can have a refund issued. We apologize for any inconveniences. Thank you for shopping with us. 

• Initial Complaint

  Date:02/07/2023

  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.

  I am writing to follow up on my order ********** which I placed during the Black Friday sale. Unfortunately, I never received my package, and despite multiple attempts to reach out to your customer service team, I have yet to receive a resolution to this issue. As a result of the extended wait time and lack of assistance from your customer service team, I no longer need or want the product I ordered. The order was intended as a gift, and this whole experience has been extremely frustrating and unhelpful. I kindly request your assistance in processing a refund for my order. I have already spent an unreasonable amount of time trying to resolve this issue, and I would like to bring it to a close as soon as possible

  Business Response

  Date: 02/09/2023

  Thank you for contacting us. This order shipped out in 5 separate shipments & separate couriers, 3 directly fulfilled from Urban Outfitters & 2 from third party sellers. All of the shipments show successfully delivered to the address on the order. Unfortunately, due to our current policy, we are unable to file a lost package claim because your package was shipped to the address you provided on your order at checkout. If you are unable to retrieve your package or you suspect that they were stolen, you will have to file a theft report with your local police department and dispute the charges with your credit card company. You are welcome to give us a call at **************.