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Business Profile

Online Retailer

Urban Sophistication

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/31/2025

    Type:Product Issues
    Status:
    Unanswered
    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 was charged 745 usd . However, despite multiple attempts, I have never received the product. I contacted customer service several times regarding this issue, but they continuously denied my refund request and instead offered to reship the product.I have already given the company multiple chances to resolve this, but the shipments never arrived. At this point, I no longer trust their shipping service and simply want a full refund. However, the company refuses to issue a refund, leaving me without my money or the product I paid ****** a consumer, I have the right to receive the goods I purchased or be refunded if they are not delivered. Since the company has failed to fulfill my order multiple times, I am filing this complaint through BBB in hopes of resolving the matter fairly.I request that process my refund immediately. If they continue to refuse, I may need to escalate this case further

  • Initial Complaint

    Date:02/05/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    write me a summary of this complaint. Write me a summary of this:on January 27th, I sent an email to request refund and exchange of two phone cases I ordered from Urabn Sophistication. 1. Ballerina case (iPhone 16 pro max)- I requested an exchange for this case. 2. Cupid case (iPhone 16 pro max)- I requested a return for this case. Both cases had damages where some parts were wiggly and unfinished and with black scratches. Since there is no phone number for customer service, email is the only way to reach out to customer service. However, as you can see the email conversations, there are no progress made so far. I clearly stated that if I cannot receive the new case (exchange item for ballerina case) by 2/17, I want to refund both ******** has been almost 3 weeks now. I am sick and tired of this situation. I want to refund both cases.

  • Initial Complaint

    Date:01/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    My package missing, and I emailed to the company and sent instagram message but no one reply.

  • Initial Complaint

    Date:12/09/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    My order has been placed for half a month and never shipped. The only customer service that responded to my email told me that the keychain I purchased was out of stock and then never arrived to respond. So to this day it still hasn't shipped and no one has responded to my emails.

  • Initial Complaint

    Date:11/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 September 13, 2024, I ordered the The Soap Case in Ballerina Rose for iPhone 16 Pro from Urban Sophistication for $81.04, and it was delivered on September 27, 2024. Unfortunately, I ordered the wrong size case and reached out the same day of delivery to initiate an exchange for the correct size (iPhone 16 Pro Max), per their stated exchange policy, which requires contact within 10 days of delivery. Since then, I have made numerous attempts to contact the company to arrange the exchange, but I have not received any response.I initially reached out within the 10-day window, following their policy exactly, by emailing Urban Sophistication multiple times to ********************************* When those emails went unanswered, I attempted other avenues, including direct messages on Instagram and commenting on their Instagram posts. However, each attempt to reach them was ignored. Moreover, I noticed that my comments, along with those of other customers asking for updates or support, have been hidden on their Instagram, making it difficult for customers to address issues publicly. This selective hiding of comments further indicates Urban Sophistications lack of transparency and disregard for genuine customer ***********, over a month later, I am left with a phone case that does not fit my phone, and no communication or support from Urban Sophistication to resolve the issue. I have fully adhered to their return policy requirements and acted within the specified timeframe, yet I am being prevented from exchanging my order or obtaining any assistance. I am seeking an exchange for the correct-sized case as initially requested, or a refund if they are unable to fulfill the exchange. I am disappointed in the lack of customer support and transparency in their handling of this matter, and I am hopeful that by raising this issue with the Better Business Bureau, Urban Sophistication will finally address my request and assist in resolving this matter in good faith.

  • Initial Complaint

    Date:10/16/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    2024/07/15 First Order #US1815595398 I have been waiting three months for my first order and have not received it. 2024/09/12 Second Order #US1867445398 The second order is a reissue. I waited for another month and still didn't receive it, and I couldn't find any logistics records.I would like a refund and shipping fee.

    Customer Answer

    Date: 10/27/2024

    Order #US1815595398
    I have waited for 4 months but have not received it and there is no tracking record. Because I used part of the discount code to pay, I did not get the refund. Their customer service will never be contacted and they will not refund the shipping cost.

    Customer Answer

    Date: 10/31/2024

    I used a code that was not from a year ago for store credit, I did not receive the phone case and would like to return my store credit.

  • Initial Complaint

    Date:12/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 this phone case on November 23rd and still have not recieved it almost a month later (December 20th). I've emailed them multiple times, used their online chat box (no one is ever available or gets back to me), tried calling (number is disconnected), tried instagram dm'ing (they are posting on their instagram). It seems like a fake company besides instagram? I've never in my life worked with such a horrendous customer service team and lack of info and help. Still no package or update on package. Absolutely ridiculous. I want the product asap or a refund asap.

  • Initial Complaint

    Date:12/20/2022

    Type:Product Issues
    Status:
    Answered
    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 Sophistication weeks ago and received no updates or information regarding my order. Upon reaching out a week and a half after ordering, I didn't receive a response for about 3/4 days and was given very vague information regarding my order when they finally did. Upon requesting a refund or at the very least an update multiple times, they have stopped responding to me.

    Business Response

    Date: 01/17/2023

    Our customer care team is available from Sunday-Thursday. Weve received your email and will get back to you within 72 hours. Due to higher volume of orders during this time of the year, responses may take longer.
    In case you didnt include your order number with your request, please reply to this email with the order number so were one step closer to helping you.

Urban Sophistication is NOT a BBB Accredited Business.

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