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, Inc

  1513 5th Ave SE Olympia, WA 98501-1701

• 

  Urban Outfitters, Inc

  1125 NW Couch St Portland, OR 97209-4142

• 

  Urban Outfitters, Inc

  235 Yonge St. Toronto, ON M5B 1N8

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:06/25/2025

  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 6/12/25. It was shipped on 6/13/25. Expected arrival time being 6/18/25. 6/18/25, came and went. No order. I waited more days just in case. When I go to track my order it looks like it was NEVER picked up from them. I spoke with customer service chat on 6/23/25. They told me that it seems to be lost and they offered a refund or to reship the item. I asked to have it reshipped. They told me it would be reshipped.Then on 6/25/25 I received an email stating that my order is now being refunded. So I reacted out to customer service again. My chat was "disconnected" about 4 times. Any time I asked for further clarification they would disconnect my chat. I was just trying to understand what had happened to my order. They told me that it was no longer in stock and I am being refunded. But when I go to there website and it was still in stock.

  Business Response

  Date: 07/01/2025

  After reviewing order #TN19000186, we are able to confirm the BAGGU Small Cloud Carry-On Bag is out of stock which prompt a refund. We sincerely apologize for the inconvenience caused. 

• Initial Complaint

  Date:06/19/2025

  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.

  Good afternoon,Im reaching out again because I have not received a response regarding the deactivation of my accountan issue that I did not cause. This appears to be a warehouse error.I originally ordered a pair of pants from Urban Outfitters, but I received the wrong item. I contacted Urban Outfitters immediately after opening the package and reached out 9 separate times, being disconnected multiple times before finally speaking with a helpful agent. She informed me that an investigation would be conducted and asked me to send photos, which I did, even though this situation was not my fault.I waited for a return label but never received one via email. Later, when I tried to place an order with Free People, it was canceled because the pants were apparently never returned. I shouldnt have to keep contacting the company for a labelthat should be issued automatically.Since then, Ive experienced the following:Disconnected communications Receiving the wrong item Deactivation of my account without clear explanation Having to go out of my way to return the incorrect item to *** Receiving the return label only months later after repeated follow-ups Providing both the return receipt and *** verification Over a week ago, I was told by a customer service agent that my issue would be resolved and that my account would be reactivated. I have screenshots of this conversation, where the agent also provided a 10% discount for the inconvenience. However, Ive yet to hear anything further.Please advise on the status of my account and confirm that this matter is being handled.( I have reach out to the company a few time no ones want to help me and I want is my account activated again like they told me they were)

  Business Response

  Date: 06/24/2025

  After reviewing your account, we are able to confirm there's no holds nor restrictions on your account. We sincerely apologize for the inconvenience caused. 

• Initial Complaint

  Date:06/01/2025

  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.

  On May 5, I bought a bikini top and 2 bikini bottoms online.I returned one of them (the XL size) and I tracked that the return package was delivered on May 19.The bottoms cost 25 dollars and Ive been waiting for weeks for my refund. Every time I connect with live chat customer service, Im told to give it another 72 hours but its been weeks and nothing has happened yet. I even have a case number for this too from Urban: ********.I spoke to a *** on the phone on May 29 and she said I should get an email confirming my refund in 24 hours but I havent gotten any communication.z

  Business Response

  Date: 06/02/2025

  Thank you for reaching out to us! Weve reviewed your recent inquiry and sincerely apologize for the delay in processing your refund. Were happy to confirm that your refund was issued today, June 2nd. Please allow 13 business days for the funds to reflect on your original form of payment. If you have any further questions or concerns, feel free to contact us directly. 

  Customer Answer

  Date: 06/02/2025

  [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:05/25/2025

  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 purchased a bag from this company, and I got an email asking for verification of the purchase through my bank, I completed this request in the time period that was asked of me (by responding to the email -- as per their instructions), and there was no response from the company, and in fact, they emailed after the time period claiming that I had not followed the instructions, which I had. I am upset because this bag is now out of stock and no longer able to be repurchased.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out! Weve reviewed your recent inquiry and sincerely apologize for the cancellation. Unfortunately, the item is currently out of stock, and there is no estimated restock date at this time. If you have any further questions or concerns, please dont hesitate to contact us directly.

  Customer Answer

  Date: 05/28/2025

  [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: 23376612
  
  I am rejecting this response because:
  It is unfair that I am not getting my item due to an issue that the business did not reply to in a sufficient time -- especially as it was a limited item and sold out quickly. I also feel as though there was no effort on the business to try and remedy the situation at hand.
  
  Regards,
  
  Sebinne ***
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/28/2025

  Thank you for responding. We have sent this information over to our team to reach out directly. 

• Initial Complaint

  Date:05/15/2025

  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 May 8th, I ordered clothing via online using the Urban Outfitters website. I ordered a total of 4 clothing items. Two T-shirts, a pair of shorts, and a black hoodie. On May 12th, I received a shipment from a 3rd party affiliated with Urban Outfitters by the name of UO MRKT. I signed for the package and expected to receive all 4 items that I ordered. Instead, only 3 items were inside the bag. I attempted to contact Urban Outfitters via digitally and via phone. Both times I was told to contact their 3rd party UO MRKT. I have contacted their affiliated party and have only been advised to check with **** for the missing item. I advised this vendor that the missing item was not in package that I signed for and would either like a refund or the item that I paid $115.00 for. There has been a lack of assistance on their part. In sum, I have lost the money that I work so hard to pay for this item. There is a lack of accountability for this vendor and Urban Outfitters in regards to attempting to make this situation right.

  Business Response

  Date: 05/22/2025

  Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. A refund has been processed out to you. Please allow 1-3 business days for the refund to reflect within your account. If you have any further concerns, don't hesitate to reach out directly. 

  Customer Answer

  Date: 05/22/2025

  [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: 23334109
  
  I am rejecting this response I am rejecting this response because:
  The pictures this business sent BBB are the items that I ordered. However as stated in the previous complaint, the black shirt that I ordered was never placed in the package I received. I tried to attach the pictures that I sent the company, but its very convenient that the files are too large and cant be uploaded .

  Such a shame that a well known **************** lacks accountability, professionalism and will steal from you without no remorse. Never again!

   

  
  
  Regards,:
  
  
  Regards,
  
  *** *****
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/22/2025

  Thank you for your response back! We've processed you a refund on 05/21/2025 for the black Fear of God Essentials T-shirt FW22. Please allow 1-3 business days for the refund to reflect back to your original form of payment. 

• Initial Complaint

  Date:05/15/2025

  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.

  This complaint is for Order Number: TN18827875 On May 6th I bought 3 clothing items from Urbanoutfitters in the amount of $167.00. Each clothing item was was shipped via a different shipping carrier which was very strange to me the [Out From Under Bec Pointelle Knit Low Rise Micro Mini Skort] was shipped with **** and marked as delivered in a completely different City which is Elk River! The remaining 2 items from the order was shipped via *** and was still delivered to the wrong address. On Wednesday may 14th I contacted urban outfitters via chat and the automated chat feature told me their agents were unavailable so I figured I would just call I was put on hold for 30 minutes and nobody even cared to pick up the phone. All I want is a refund!!! It is beyond ridiculous that I am unable to even chat with any agents about the misdelivery of my package which was not due to any fault of mine!!!

  Business Response

  Date: 05/19/2025

  Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. Per reviewing, we are able to confirm the refund was processed out on 05/19/25. Please allow 1-3 business days for refund to reflect within your account. If you have any further concerns, feel free to reach out to us directly. 

  Customer Answer

  Date: 05/22/2025

  [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. 
  
  
  
  

• Initial Complaint

  Date:05/07/2025

  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 filing this complaint against Urban Outfitters due to their failure to process a refund and their lack of response despite multiple follow-up attempts.Order Details Order Number: TP49865876 Order Date: April 1, 2025 Product: Fujifilm Instax Wide Film (10x2 pack, quantity ordered: 7 boxes)Delivery Status: Marked as Delivered Issue: One package was marked as containing 4 units, but only 1 was *************** amount: $111.58 Upon inspecting the items I did receive, I found that one box expires in June 2025 and the other three expire in August 2025. Given the standard 2-year shelf life of this product, this is unacceptable.Timeline of Events April 5, 2025: First package arrived with missing items. I reached out to Urban Outfitters via the in-app order portal, but received no response.April 15, 2025: I followed up by contacting customer service through the Chat with Us feature to report the issue again. I noted both the missing items and the near-expired product. Urban Outfitters responded offering either a reshipment or full refund. I confirmed that I preferred a refund.April 18, 2025: I followed up again as I had not received any refund confirmation or update. I also checked my spam and junk foldersno communication had been received.April 28, 2025: After another week of silence, I sent another follow-up email. Urban Outfitters had previously stated that the refund would be processed within 48 business hours, but no refund was ever issued and no further responses were received.Resolution Requested I am seeking a full refund for this order, as Urban Outfitters agreed to provide one but failed to follow through. Their repeated lack of response reflects poor customer service and a lack of accountability.If Urban Outfitters continues to ignore this request, I will be left with no choice but to dispute the charge with my credit card provider and publicly share my experience to help other consumers avoid similar issues.Thank you for your time.

  Business Response

  Date: 05/19/2025

  Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. The refund has been processed back to you. Please allow 1-3 business days for the refund to reflect. If you have any further concerns, feel free to reach out to us directly. 

• Initial Complaint

  Date:04/19/2025

  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.

  In December I bought an order with a cardigan, vest and a long sleeve shirt. The cardigan was advertised as a warm color with reds/oranges but it said every piece would look different. I was expecting that but when it came in the mail it looked completely different. It was gray and cool colors which is not the colors it was advertising. And the long sleeve shirt didnt fit. So I contacted urban and told them the issue with the cardigan and they sent me another one. They never said anything about sending back the wrong one (which I assumed it was bc it was faulty) and then the long sleeve I returned in store. About two months go by and I see urban sent me a chargeback notification and charged me ***** TWICE. I have been in contact with urban support for months now and first they said if you return the bad cardigan we will refund you. So I did and never got my refund. Then they said send the tracking number of both the cardigan and the long sleeve which I already did and the long sleeve was returned in store so I dont have a tracking number. Then I still didnt get my refund so I contacted support AGAIN. and they said they will process the refund in 72 business hours. Which they never did. And so I emailed again and said its been past 72 hours and I havent gotten both of my refunds back. No response. I tried to dispute with my bank but they denied my request. Im being charged for no reason. I returned everything that needed to be returned and honestly instead of being charged I shouldve gotten a refund because my cardigan wasnt the right color. So im really upset about that.

  Business Response

  Date: 04/21/2025

  Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. Two refund has been processed out you in the amount of $37.99 on Today. Please allow 3-5 business days for the refund to reflect within your account. If you have any further questions, feel free to reach out to us directly. 

• Initial Complaint

  Date:04/12/2025

  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.

  Business: Urban Outfitters Order Number: TN17707840 Tracking Number: RY500623843IL Case ID (internal): ******** Complaint:I returned items from ****** to Urban Outfitters in early January 2025.The package was delivered to their U.S. warehouse (confirmed via tracking) more than three months ago, yet I still have not received a refund.I contacted their customer support at least nine times via chat and email. Each time, I was told to wait 72 hours or that the matter was being escalated. No one followed up. Most recently, I spoke with a supervisor named *****, who opened Case ID ******** and confirmed the return was received but again, no refund was issued.I have documented proof of delivery, screenshots of chats, and multiple promises made by their team without follow-through.I am requesting:Immediate issuance of my refund (86$)A formal response from Urban Outfitters explaining the delay Accountability for the lack of communication and mishandling of my return This experience was extremely frustrating, and I am filing this complaint due to their continued failure to process a simple refund despite repeated contact.Sincerely,Zoe Shiri *************************

  Business Response

  Date: 04/14/2025

  Thank you for contacting us! We have reviewed your recent inquiry and sincerely apologize. A full refund has been processed out for the Vagabond Shoemakers ***** **** **** Ballet Flats. Please allow 3-5 days for the refund to reflect within your account. If you have any further concerns, feel free to reach out to us directly. 

  Customer Answer

  Date: 04/15/2025

  [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: 23195082
  
  I am rejecting this response because:

  The refund was finally issued after I filed this complaint, which I appreciate.
  However, I feel it is important to note that:
  The return was delivered over three months ago. I contacted customer support at least 9 times, receiving only scripted responses.
  A refund was issued only after I submitted this BBB complaint, within 24 hours. Throughout this process, I spent significant time, energy, and frustration trying to resolve the issue, all while also covering the return shipping costs (approx. $17 USD) out of pocket.
  
  Since the delay and mishandling were entirely on Urban Outfitters side, I believe it would be fair to receive a reimbursement for the return shipping or a goodwill compensation. 
  
  Regards,
  
  Zoe Shiri
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/16/2025

  We understand your frustration. A direct message has been sent you from us. If you have any further concerns, feel free to reach out to us directly. 

  Customer Answer

  Date: 04/16/2025

  [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: 23195082
  
  I am rejecting this response because:

  
  I have received the email with the 20% discount code. While I appreciate it, I do not intend to order from UO again due to my experience with your customer service. So I am still requesting a refund for the postage. 
  
  
  Regards,
  
  Zoe Shiri
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/03/2025

  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 a transaction yesterday for nearly $300 and Urban Outfitters charged my card but refuses to ship my items. After my card was charged, I got an email stating: Unfortunately, your order has been cancelled due to no response to our request to validate your order. You have not been charged for any cancelled merchandise. We apologize for any inconvenience this may ******** card was in fact charged. I never received any email asking for any type of request to validate my order. This is the second time I have experienced this through purchasing from ** (I said i wouldnt buy from them again and here I am eating my words and without my $300). Their customer service (after speaking to 4 different agents and a supervisor) offered absolutely no assistance until I finally realized they had the wrong billing address on file. The information was updated, my money was EVENTUALLY refunded, and I repurchased the items and received them with no issue. I used the information saved on file for my order yesterday. There is absolutely no excuse for taking someones money, attempting to validate information after the fact, never actually doing so, and giving customers the runaround about why its happening. To send an email literally stating you havent been charged for any canceled merchandise while I am a single mother $300 short with no merchandise on the way..lower than low. Do better UO.

  Business Response

  Date: 04/07/2025

  Thank you for reaching out to us! We have reviewed your recent inquiry and sincerely apologize. Upon reviewing your recent order #TN18666415, we can confirm that you were not charged $271.84 to your account. At the time of purchase, a pending authorization was placed on your account in total amount of your order. These pending authorizations typically last for 3-5 business days before being removed. If you have any further concerns, feel free to reach out directly.