Umbra Reviews 801

Very good customer service.
Special thanks to Steffi for the very good customer experience.
I will definatly come back if i need some picture frames

Ordered 4 sets of 3pack shorts, received 4 single shorts complaind via PayPal. Umbra, offered me £10 refund. I want what I paid for. Honour your offer.

I’m extremely disappointed with my recent experience ordering from Umbra.

When I placed my order, I manually entered the correct shipping address for my new apartment. After selecting Sezzle at checkout, Umbra’s system wiped the shipping address I had entered and replaced it with my billing address. At no point did I choose that address for delivery.

When I first contacted Umbra about correcting the address — before the items had even shipped — I was told that once I received the tracking numbers, I could easily change the address myself through UPS. They did not mention that UPS charges a fee for this.

As soon as the tracking numbers arrived, I went to UPS to make the change. I was immediately prompted to either pay $6 per tracking number as a guest or to purchase a one-year UPS My Choice subscription in order to access lower fees. Neither option is acceptable, especially since the incorrect address resulted from Umbra’s checkout glitch, not from anything I did.

When I reached out to Umbra again, I received responses within seconds — clearly AI-generated — that offered no meaningful support and simply reiterated their refusal to cover the address-change fees. They placed full responsibility on me despite acknowledging the address could only be changed after shipment.

Here is the email they sent me:

⸻

Umbra’s response:

Hello Patrick,
Thanks for reaching out and sharing these details. I know it’s really frustrating to run into extra fees, especially when you took care to enter your correct shipping address.

Here’s what’s happening: Once an order is in processing, we can’t change the shipping address or reverse address issues with UPS from our end. The $6 fee per tracking number is set by UPS, not us, and we’re unable to cover, reimburse, or waive those fees based on our current policies. I’m truly sorry for the inconvenience — I know this isn’t ideal.

If you’d like to make any changes to your delivery, you’ll need to go through UPS My Choice using your tracking numbers. Any fees charged by UPS would be your responsibility.

I realize this doesn’t solve everything the way you’d hoped, but if you have any other questions or there’s something else I can help with, just let me know. I’m here to help however I can.

Best regards,
Umbra’s
Customer Operations | Umbra

⸻

Between the checkout system error, the lack of transparency about the unavoidable UPS fees, the refusal to take responsibility, and the AI-generated customer service responses, I cannot recommend ordering from Umbra. Their 2.8-star Trustpilot rating and hundreds of similar reviews now make complete sense.

Doesn't stand behind their products. I purchased a two sets of hanging planters but one set came without its mounting hardware. They want to charge me $20 to replace it: $5 for each mount plus $10 shipping and handling. When I pointed out this wasn't my error and I shouldn't have to pay, they still declined to replace it, so I'm just sending it all back.

Horrible customer service, they have no problem canceling orders but they have no desire to help and make good on an order.
I wanted 3 buddy hooks in asst colors but no matter what browser I tried it would change em to black. When I asked if they could fix it they only offered to cancel it. They said I would have to redo the order....How when no matter what browser I use it changes the colors I picked. Then when I asked if I could call to order they replied with:
Umbra.com. to place orders
WOW!! find somewhere else to shop or get dissapointed

I would give LESS than one star if it was possible. I tried to get replacements for two shower caddies and their customer service team (which is horrible btw) refused to help me. They offered me adhesives when the screw broke off into the unit itself. It was a poor design entirely. They also berated me for throwing the caddies out, again they had NO REPLACEMENT, to actually fix the issue I was having. They also do not state on their website what happens when the adhesive screw breaks off INSIDE caddy screw. Anyways, I spent 10 emails back and forth with them and they refused to follow their own replacement/refund policy. I told them I wanted to submit a formal complaint (they ignored that completely). I then called their head office; spoke with an equally horrendous woman in accounts receivable who basically told my I was probably sending in fake photos of the products and how would they know I actually purchased the item. Which I have a receipt for and have provided on several occasions. Again, rude and horrible. I called the flagship store and told them what happened and they were equally horrified, but could do nothing to help me due to the fact that it was an online purchase and I live half way across Canada and couldn’t come into the store with the items. I then reported them to the Better Business Bureau; hoping for resolution. They are THE WORST and I will never shop there again. I also contacted their press release area and am hoping to hear back from them. They were condescending, patronizing and rude and they literally harassed me via email when I requested that they stop emailing me to pay for more adhesives! Worst company ever. Which is super sad because I was a loyal customer of theirs for about 15 years now.

I would advise everyone to avoid shopping from this place. Horrible customer service. No one pick up the phone. Only email support was available. Customer service team was rude and kept lying, not doing their due diligence to communicate with delivery courier, but pushing the work to me and say ‘it’s going to be simple’. Well, it’s not. I wasted so much time. I feel completely scammed.

Called to request product information, specifically manufacturer color (order was placed several years ago and I didn’t remember the color which I needed to order rings). Tina was very denigrating, I was detailed and articulate in my explanation of my request. She responded by saying, “You can’t see the color?” I already explained that I had opened the box and looked at the rod; thought it was gunmetal but wanted to confirm. One simple question escalated for no reason other than her demonstrated arrogance, poor customer service skills, and obvious disinterest in addressing my issue. Horrific experience! I called back 10 minutes later, provided the SKU number, color clarification question and the agent resolved my dilemma in less than one minute. I repeatedly provided the SKU to Ms. Tina; however, she stated she just couldn’t hear clearly the numbers I was provided. When I asked Ms. Tina to speak to her supervisor or another agent, she stated everyone was in a meeting. If Ms. Tina answers your call, run like your life depends on it ‘cause your preserved dignity certain does. Awful customer service representation.

Purchased two side tables for the first time from Umbra. One side table is perfect, same colour as the website, etc. The second side table is a drastically different colour than the first and a much different colour than the website, much darker. Dealing with their customer service department has been a horrible experience.

If you are living in UK, do you purchase directly from their website. Had a terrible experience with them and it took a month for them to finally ship all the items in 3 batches. Such a waste of time, energy and unnecessary stress chasing them every week. What's worse, received an expected bill from UPS after new year which add an additional 30% of the order amount with additional shipping fee, duty and tax. Will never buy from them again despite the product is actually decent. Absolute failure in customer service.

Beautiful design, amazing quality and great costumer service. 100% recommended.

Lorenzo are you there to make this a 5 star experience? I am so upset that I didn't read all these (similar) bad reviews first or I never would have considered ordering anything from Umbra. I ordered a curtain rod and got a cheap plastic garbage can. I am trying to get help and haven't received a reply. I want to submit photos of the garbage can that arrived and I want a (correct) replacement order sent to get what I paid for. Very disappointed with Umbra and after reading so many bad reviews I think I will have to go to the BBB and dispute the transaction.

The worst customer service I ever dealt with! Janel is the only person who responds to calls, she is very ignorant and disrespectful! Janel provided me return label to return the order, and after I returned it, she started yelling at me that I suppose to return in separate boxes. It's been few months and she still refusing to issue refund for returned order. I had to file dispute case with my bank. DO NOT BUY ANYTHING FROM UMBRA, EVER!!

We ordered a photo frame, but received another product. Contact with customer service wasn't very easy because of the different contact adresses, but when you reach them... they solve the problem not many companies do anymore these days... very guest friendly! Combine this service with the beautiful products and you have an excellent website. Well done!!

I ordered three O chairs. 1 arrived and I have not heard anything about the remainder of my order.
I called customer service and was told to leave a message and I would hear from them before the end of the day. I heard nothing.
Called again and eventually got someone on the line.Was told they would contact the warehouse and call back before closing. Again nothing. I am very upset
and will probably not order from the company again.

I was informed that Umbra would replace my broken automatic soap dispenser on 11/16/23. I never heard from them again. I decided to email them again. Now they are trying to replace with a manual pump soap dispenser. I attempted to call them but cannot ever reach a customer service representative. I’m shocked on how they treat their long time customers.

delivery from china was a long time i was unaware it was not uk my bad
the look of 2 round balls due to " grannies" design appears to make your breasts implants. my bad .
not impressed with the just got new implants appearance .
so not for me gran.

Tara Bailey was the advocate for my mother. She was excellent in every way. Her research specific to my mothers issue and her comforting ways as well as her amazing communication skills. We highly recommend this organization!

Umbra's customer service is amazing!
They promptly and willingly sent a replacement pump mechanism for my more than ten-year-old ceramic hand soap dispenser, making just like new.

The Umbria shelves are beautiful and of a really good quality. They will make a great addition to my mid century modern look.