I usually love Urban, and they sent the package really quickly, but they sent the item I ordered in the wrong color, I was very excited waiting for my new sheets, and felt very disappointed when I s... See more
Company replied
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I received my order and I’m very disappointed with the quality. One of the hoodies arrived with a broken zipper (Jaded london stud monster hoodie), and it had a sequin design from which a sequin has... See more
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Found just the belt I was looking for, seems good quality. Good ordering experience. Paid for next working day delivery but did not receive til nearly two weeks later
Company replied
Parcel came open - which is ALWAYS a concern. Luckily, everything was there and intact. That said, shipping took slightly longer than anticipated. All of the products however were perfect.
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Company details
- #117 of 154 best companies in Women's Clothing Store
- #110 of 123 best companies in Gift Shop
- #68 of 80 best companies in Men's Clothing Store
- #5 of 6 best companies in Vintage Clothing Store
About Urban Outfitters
Written by the company
Hey, thanks for leaving us a review! We really appreciate your feedback, the good, the bad and the funny…
ABOUT URBAN OUTFITTERS
A destination for style, home and one-of-a-kind vintage. Feel inspired and get creative with our curated edits and exclusive collections. Discover most-hyped drops and the brands you love, only at UO.
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Our mission? To do better by the planet and our people. Join our journey to drive positive change.
Contact info
United States
- www.urbanoutfitters.co.uk
3.5
Average
35K reviews
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Hello I didnt receive one of the order…
Hello I didnt receive one of the order I ve ordered due to a shipping issue . The shipping company emailed me and told me they already sent you a message about that so now I have to ask you for a refund
August 13, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
They were super nice and professional I…
They were super nice and professional I really enjoyed shopping there
Always helping and talking nicely
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you're happy with the service, rest assured that this will be passed onto the store! Thanks, UO Team.
Good and fast
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us! Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, and that you love your purchase! Thanks, UO Team.
I still haven’t received my parcel!!!
August 4, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the order hasn't arrived, sadly this looks to have been lost in transit. Rest assured that this has been raised with the carrier as this isn't the service we aim to provide our customers. If you could please contact our customer care team directly on customerservice@urbanoutfitters.co.uk, they will be able to assist further. Our apologies for the inconvenience caused. Thanks, UO Team.
I havn't received the order
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the order hasn't arrived, sadly this looks to have been lost in transit. Rest assured that this has been raised with the carrier as this isn't the service we aim to provide our customers. If you could please contact our customer care team directly on customerservice@urbanoutfitters.co.uk, they will be able to assist further. Our apologies for the inconvenience caused. Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us! Thanks, UO Team.
Nice look but polyester
Clothes look nice but I found out after spending 85£ on my sweater that it was mostly polyester
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the item wasn't suitable on this occasion! We strive to make our pricing accessible for all our customers, apologies that you feel we fell short on this occasion. Rest assured though that this will be raised with the relevant teams. Thanks, UO Team.
Everything was fantastic 10/10
August 12, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us! Thanks, UO Team.
Helpful and Patient
The person who served me at the checkout was super helpful! He made sure I was able to sign up and get my offer on my clothes, despite it taking longer than it should have. Very helpful and patient the whole way through! My first time there and it was such a positive experience!
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you're happy with the service, rest assured that this has been passed onto the store! Thanks, UO Team.
Really dissapointed with my recent…
Really dissapointed with my recent purchase. I bought a Kylie lock bag and the zips have already broken. I bought it for college and it let me down on my first day. For £48 I expected it to last me ages. And now I need to quickly find a replacement. My friend also bought one, and her zips have gone too! Very dissapointed, if you are going to charge that price, I expect quality. Please do better.
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that this has happened. Sadly, our online customer service team do not have access to store purchases. If you could please contact the store directly, they will be able to confirm what options are available. Rest assured though that this will be raised with our stock team. Our apologies for the inconvenience caused. Thanks, UO Team.
Damaged Furniture, AI Customer Service
I ordered a coffee table which arrived damaged. (The delivery man also left it outside of our house whilst we were out and blocked our front door. The package said that it was fragile and needed two people to lift it. He had it on his shoulder.) The legs of the table were bent, the wood was chipped and one side wasn’t properly secured to the rest of the table. The packaging was absolutely fine so it was packed and shipped like that.
The table was only £269 but even so it was incredibly poor quality.
I tried to get in touch with a customer service agent to arrange an exchange or refund but could only speak with a virtual assistant. It said that someone would be in touch within 3 business days. I’ve still heard nothing and have absolutely no way to speak to a human being about this.
Now I have a huge box stuck in my living room for who knows how long. 🫠
September 1, 2026
Unprompted review
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry for the issues you've experienced while shopping with us. Rest assured that this has been raised with the relevant teams as this isn't the service we aim to provide our customers. Our customer service team have emailed to get further information, but sometimes these can go to your junk/spam folder. Our apologies for the inconvenience caused. Thanks, UO Team.
Non existent customer support and absolute don't care for customers
I am writing to formally complain about the non-delivery of my order I am writing to formally complain about the non-delivery of my order TP58404874 , placed on August 27th , for which I paid £113.40. Despite paying in full, I have not received my items.
In addition, your chosen delivery service left a photograph showing a piece of furniture at a different address—not my property—yet my order remains undelivered. This is unacceptable and has caused significant inconvenience.
I have spent the entire day trying to contact your customer support via wahtsapp to resolve this, but I have been unable to speak to anyone. As a loyal customer of over 20 years, I feel extremely let down by both the delivery failure and the lack of accessible support.
I request the following within 5 business days:
A full refund of £113.40 to my original payment method, or immediate replacement delivery with tracked, signed-for service to my correct address
Written confirmation of the steps you will take to investigate the delivery error and prevent recurrence.
Compensation for the time and distress caused, given my long-standing relationship with Urban Outfitters.
If I do not receive a satisfactory resolution within this timeframe, I will escalate my complaint to the relevant consumer protection authorities and consider further action.
I expect a prompt response to this complaint. Please acknowledge receipt and provide a reference number., Despite paying in full, I have not received my items.
In addition, your chosen delivery service left a photograph showing a piece of furniture at a different address—not my property—yet my order remains undelivered. This is unacceptable and has caused significant inconvenience. On top of it I only ordered clothes not pieces of furniture. I complained with them but they said it's your responsibility not theirs.
September 3, 2026
Unprompted review
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that you're experiencing these issues with your delivery. Rest assured that this is being investigated with the carrier, and our customer care team will update by email within 2-3 working days. Our apologies for the inconvenience caused. Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, rest assured that this will be passed onto the store! Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us, and hope that you love your purchase! Thanks, UO Team.
Good service
Purchased some joggers for my daughter. Found a small thread issue when home. Took back a week later and they swapped without fuss. Good service.
April 25, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that this has happened with the joggers, but glad that you're still happy with the service! Rest assured that this will be passed onto the store! Thanks, UO Team.
Unreliable pictures
I ordered two products. One top was exactly like the picture and the other was completely see through instead of white like it was supposed to be. Overall, just go in store and only use the online services if you see something you like in store but they don't have your size.
June 3, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that this has happened. Rest assured that this has been raised with our stock team as this isn't the shopping experience we aim to provide our customers. Thanks, UO Team.
messy but good styles
the sales section downstairs was a complete mess, there were clothes all over the floor. i know this is due to customer care but it was awful. good variety of styles and sizes and changing rooms were secure and welcoming.
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you've enjoyed shopping our collection! Rest assured though that this will be raised with the store as this isn't the service we aim to provide our customers. Thanks, UO Team.
The shop in Kingston is delightful and…
The shop in Kingston is delightful and the staff a very friendly and helpful, the clothes are good quality also.. definitely will be visiting again.
June 16, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, and that you've enjoyed shopping our collection! Rest assured that this will be passed onto the store! Thanks, UO Team.
Quality is perfect and fast delivery my…
Quality is perfect and fast delivery my favorite joggers!
August 20, 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you love your purchase! Thanks, UO Team.
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