Urban Outfitters Customer Service

User Reviews, Ratings and Comments

Urban Outfitters customer service is ranked #121 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 54.69 out of a possible 200 based upon 11 ratings. This score rates Urban Outfitters customer service and customer support as Disappointing.


10 Negative Comments out of 11 Total Comments is 90.91%.


1 Positive Comment out of 11 Total Comments is 9.09%.

Issue Resolution




Product Knowledge

Disappointing Overall Customer Service Rating

  • Urban Outfitters

    Customer Service Scoreboard

    • 54.69 Overall Rating
      (out of 200 possible)
    • 10 negative comments (90.91%)
    • 1 positive comments (9.09%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 4.2 Issue Resolution
    • 5.0 Reachability
    • 4.5 Cancellation
    • 4.8 Friendliness
    • 4.3 Product Knowledge

Add your review!

Posted by ChrisMach

Really Bad Customer Service! Received a pair of Levis that were a completely different style and color then pictured. Returned the item for the correct item, they botched that and now they are out of stock on the item. They also gave me the wrong information about who I can go to for the return, so I drove out of my way.

Posted by Sad-Face Johnson :(

I ordered a pair of wine glasses from Urban Outfitters a few weeks ago. When I ordered, I noticed that there was a "Pre-order" date listed, but as the order was placed in late November I assumed that this date was the date by which orders must be placed to be received by Christmas. Moreover, my order confirmation email said that the order would ship within 1-2 business days. A few days went by and I had not received a shipping confirmation email. One week after I had placed my order I received an email saying that the item I ordered had been placed on backorder until January 30th. As I had ordered the item as a Christmas gift, I promptly emailed customer service to cancel my order (and to suggest that they list backordered items as out of stock rather than misleading customers). I also proceeded to order a replacement gift from another company that same day. Several days later, however, I receive the damn wine glasses that were supposedly on backorder from Urban Outfitters. No follow-up email from customer service, no offer to refund the order, nothing. I was hesitant to even rate their customer service as it apparently doesn't exist. Their merchandise is appealing, but save yourself the time and order from a company that will actually treat you like a valued customer.

Posted by frustrated!

On Nov 17/15 I ordered 2 gift cards, each for $30 to send to my nieces for Christmas. I paid nearly $10 for shipping those cards, when not one other company I ordered cards from charged anything for shipping. Just over a week later, 1 card arrived. I waited another 9 days for the second one to arrive, and finally emailed the service email to ask where the second one might be. I waited 4 more days for an email response, was apologized to, and asked for the number of the card I did receive. Not a peep out of them for another 9 days. Today I emailed, and I also called to find out where on earth that second card is. I found out that this second card has still not been sent, that my email response was just dropped, and that with an expedited service, I can hope to see it in another 5 days (just shy of 4 weeks since I ordered). To say I'm frustrated by this inept service is an understatement.

Posted by bk

I ordered my granddaughter a lovely dress,couldn't wait to get it. What I received was a top for 19.00. The dress was 29.99. I can not print a free label from the site given. I also ordered a sweater which was very nice. Called the number given.The lady said they would call in 3 to 7 business days. Forsure will not take a chance ordering anything else for xmas.

Posted by Anonymous

I recently made an order and selected the wrong shipping option (I chose the overnight shipping instead of standard). I called the customer service number listed to try to switch to the slower shipping, and was directed to another number. An employee answered almost immediately and refunded my shipping fee. Urban Outfitter's customer service was perfect.

Posted by [email protected]

I called to get all the emails I've been getting stopped. The rep said she would take care of it and I am stil getting them. PLEASE take me off your list. When you try to unsubscribe it tells you the past isn't working. It hasn't been working for 4 months now!!

Posted by dancewizard50

don't ever order a gift certificate from here because you will be forever the recipient of emails/texts. You can't unsubscribe because when you click on it, it says "this page is not working." Call customer service??? NO they can't help because I don't have an account!

Posted by ams

There was a problem with the site and I ended up with a duplicate order. I called the customer service number listed on the UO site and was told to call a different number which I did. I waited for over an hour to try to cancel the duplicate order and then finally gave up. I dislike UO more and more.

Posted by HK74

Ordered a PAIR of curtains but received only ONE curtain because they were out of stock. What do I need only ONE curtain for?
Now I have to spend my time sending the item back for a refund that will take 2 weeks to process. I will never spend money here again.

Posted by Ellie

Really bad experience with their online service.
Spent over £300 on an express next day order.

The following week when the order still hadn't arrived I was told that their 'next day' service can take 48hrs to pack and another day to arrive.

The order still didn't arrive. Out of 5 emails sent only one was replied to.

The supervisor I spoke to on my fifth call after waiting for one to get back to me as promised on the phone sounded as though he couldn't care less, and in the end just refunded me, no apology, nothing.
I will never shop with them again.

Add your review!

Posted by Anonymous

Just placed an order with Jessica Lee-Ortiz. She was AWESOME. I think we're new BFF's. Ha!

She did an exceptional job and should get a nice bonus!

Kristal Huller

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