Urbandecay Reviews 

I have never ordered from Urban Decay and needless to say I will never order from them again!

So I placed my order and decided to chase it after a few days to see when it would be dispatched. Sarah messaged me back and advised me my items were out of stock! I was infuriated as if I didn't contact them I would be none the wiser.
I decided to order elsewhere.
A few hours later I received an email to say my items had been dispatched!! What on earth?! So now after being given false and misleading information from Sarah I now have duplicates arriving. Not impressed.
Hence the next day (today) my items have arrived.
Now I have to wait for my other order to arrive from a different company and go out of my way to send them back!
Why give me false information for no reason?
Utter disgrace of a company.

I have bought Urban Decay eye pencils a few times and for the amount they cost, you don't get much for your money. They always never go anywhere near to the end of the stick, stop always just after halfway. However, I thought whilst I look for an alternative I'll carry on buying.
I again bought the eye pencil 'perversion' and this time it didn't even work at all. I bought it before covid and took it back today from where I got it.
Unluckily for me, as it was a normal purchase I have thrown the receipt away. I showed them the product, hardly used and they can see it doesn't work, but still they won't refund without a receipt. The best they could do was tell me to call customer services.
I have and they sent me a long email with 20 qs and again wanting proof of purchase.
What an greedy company, it is obviously their product and all I want is a replacement but they're acting like I've asked for a kidney. Definitely will not be buying from them.
Found a superior eye pencil with YSL

Very happy! Received package in two days.

Good products and easy website.
I received my order beautifully packed and presented with a few free samples, which were great sizes. The delivery was a bit slow , but it was free so no complaints .

So on the Urban Decay website it states that orders are usually dispatched withing 24 hours, although in rare cases it may take 2 working days. I placed an order with them on 2nd September and had received no dispatch email 2 days later...I emailed customer service with my issue and got a response the same day. I had started to panic after reading the terrible reviews the company has received about being behind on orders and deliveries. However the customer service staff assured me that the normal dispatch period is now 3-5 working days. I waited anxiously but thankfully my order was shipped on the 7th September and was delivered the following day.

I would give zero stars for customer service if it was possible.
I emailed to complain about all nighter foundation. I had been advised to use this after a consultation with a representative. It is definitely not long lasting and transfers easily onto clothing. Customer services were not helpful and said they note my comments. Back to Estée Lauder for me.
I also complained that the glide on eye liner in Electric Empire is of poor quality. After answering multiple questions and sending photos I was asked to return the item to them.
Very poor after service.

Order from the 3rd of April (15 weeks ago) still hasn’t been dispatched they don’t answer my calls or respond to my emails or dms such bad customer service for a company that actually sells amazing products good job boots sell them

After communicating with customer service rep via email, I sent my FAULTY foundation to them. They took it, offered to refund me if I sent them my details and then proceeded to IGNORE my multiple emails to ask when they will be refunding me. I NEVER got the refund I was offered. I then called the phone line, which told me via automatic message to look on their website and then HUNG UP on me. Absolutely disgusted- never experienced such appalling customer service before!

The fact that the fake Urban Decay website has better reviews that this real one says it all!

Urban Decays service has been horrible for awhile, but this latest incident is the worst. I have literally asked for a supervisor every single day, several times a day for 5 days so far. I have yet to hear back from a supervisor. All because an agent promised something and gave misinformation regarding a order error. Now I’m the one who is penalized. The only thing I can think of is for everyone to file an fcc complaint against the call center. If they get enough complaints, they will file an investigation into their business practices.

Do not buy from this company if you are expecting to get the 10% discount advertised on their website if you sign up for promotions etc - they do not honour this. When I queried why the amount hadn’t been deducted from the price as promised, I was told there was nothing they could do about it! I wonder how many other customers they have done this to.

AVOID BUYING FROM THEM! I placed my order back on 5/17/2020, UPS website stated that on 6/02/2020, a label was created, and since then no more updates, I sent emails, no response, cant get thru customer service, and now UD website says my order number does not exist! WTH!!

I received an email advertising their palettes on sale. I purchase 2 to get to my over $50.00 min purchase to receive 2 free gifts. Shipment was split into 2 different packages. Never received the makeup brush, after 30 minutes and 3 different calls I was told I will not be getting the brush...No substitution or anything just SOL. Terrible customer service, and based on the other reviews I'm not the only one with issues..Buyer beware and I will be checking other makeup brands before my next purchase.

SENT ME A SPRAY THAT HAD LEAKED,IMAGES AND VIDEO TAKEN AS PROOF,I SENT THEM THE IMAGES AND THEN NOTHING MO RESPONSE AT ALL,ABSOLUTE DISCUSTING COMPANY 1ST AND LAST ORDER! I ASKED THEM TO JUST SEND ME THE RETURN INFO AS THE INVOICE WAS SOAKED WASNT ABLE TO SEE WHAT WAS WHAT ON IT,GHEY DIDNT EVEN RESPOND TO THAT EITHER! VERY VERY VERY POOR,USELESS CUSTOMER SERVICES! WILL NOT USE AGAIN...! BE AWARE!

I placed an order on May 31 and I got an email saying shipped on June 2, but when I checked the tracking number shows Ready to Go. It past two weeks already and I don't see any updates, apparently they got the tracking label but the item hasn't been shipped yet. The website says it takes 6-8 days to process your purchase and it already past 10 days and I don't see any updates so far. DON'T get any products from their websites right now, you will be VERY disappointed.

IF there is a zero, I would go for it. I placed my order on 5/10/2020. Still in processing, tried to reach out, on hold for 1 hour, no one picks up, tried to email, got auto reply saying it takes longer than expected. I mean how longer? If you guys can't handle the volumn, should shut down the business.

If I would give 0 stars I would, please double think ordering from them ... I bought a setting spray and I got my package today, I got a empty box with just a return label!! I’m so mad I have been on the phone for hours trying to reach customer service with no answer. F***** ridiculous.At this point I’m gonna dispute with my bank and never order from them again

CUSTOMER SERVICE IS THE WORST. I HELD FOR 2.5 HOURS AND STILL NO ANSWER. I PLACED AN ORDER ON 4/25/2020 AND GOT SHIPPING CONFIRMATION ON 4/30/2020. THE TRACKING NUMBER PROVIDED HAS NOT UPDATED WHATSOEVER IT JUST SAYS "READY TO GO" WITH ABSOLUTELY NO OTHER INFO PROVIDED. IT IS NOW 5/28/2020 AND HAVE NOT RECEIVED MY PACKAGE. THEIR CHAT IS NOT AVAILABLE AND I SENT AN EMAIL AND HAVE LOW HOPES OF IT BEING ANSWERED.
Update: It is now 6/11 and sure enough they have not answered my email.

I wish I could write no stars because I have had the absolute worst experience with ordering something ever I have never been so frustrated before I ordered on May 7th for the honey palette and I accidentally put the wrong address my phone did an auto-fill and put two addresses down for shipping so it's not an official address so I've been trying to contact them ever since and I never got a hold of anyone I keep calling and no one picked up and it says that they're currently out of office and my friend finally got a hold of them and the lady was supposed to call me back and she never called back I finally get in contact with my carrier who is shipping it and they told me that I could not change anything or pick it up because of restrictions from Urban Decay so now I'm been trying to contact them again and the package is supposed to come and a few days and I can't even get a hold of them I am so frustrated and I'm over it they're so quick to take your money but when it comes to anything else they refuse to help you. I will never order from them ever again and I will never use our products anymore either because this is absolutely ridiculous. I have been calling ever since I placed my order and I sent for emails and no one has ever gotten back to me I don't even want the pallete anymore I just want my money back because it's obvious that I'm not going to get my package

Brilliant customer service! Made an order and unfortunately didnt recieve my free samples about a month ago. As a replacement they send me a travel size setting spray and a code for 20% off my next purchase. Amazing and swift response...the spray came super quick too and they were very apologetic. Then this morning to my absolute surprise...I recieved another delievery from them....a free naked cherry palette...with a note saying sorry. They had already made up for the missed free samples...and they went above and beyond with this palette also...such a nice suprise during this time...I cannot thank them enough! Incredible!

Urban Decay's customer service is amazing! I ordered some products on their website and they had a deal on where you had to spend £50 to get eight free mini samples. Unfortunately I didn't receive the samples so I sent them a polite email to let them know. They emailed me straight away to apologise and sent me a code for a 20% discount off my next order and they sent me a free all nighter spray to say sorry. This morning I was shocked to receive a parcel from them and it was a free cherry eyeshadow palette (worth £43) with a message to say sorry again for what happened. I can't believe the effort and trouble that they've gone to, thank you so much Urban Decay. All their products are absolutely incredible as well!