Update: all received today - thank you customer care. Great products. Will move rating to four stars. Order was lost in transit (Evri to blame), however when trying to resolve promises by UO have... See more
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The bag came on time service was great etc but it does not look the same as the picture. It was for my daughter’s birthday and although she is happy with it she noticed how different it looks to the p... See more
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There was a damaged product, which wasn't properly packaged. Which was a shame considering it was a birthday gift (the order even contained a birthday card) Thankfully I was compensated for it, but i... See more
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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 ser... See more
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Company details
About Urban Outfitters
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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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Contact info
United States
- www.urbanoutfitters.co.uk
3.5
Average
35K reviews
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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.
3 September 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.
25 April 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.
3 June 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.
20 August 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.
16 June 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!
20 August 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.
Very nice and high quality products
Very nice and high quality products. However the sales could be more smiling as they seems not happy to work there.
19 October 2025
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 our collection! Rest assured though that this will be raised with the store. Thanks, UO Team.
Excellent help!
20 August 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, 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 so glad to hear that you're happy with your purchase! 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 so 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 sorry to hear that the order hasn't arrived, sadly this looks to have been returned to sender. Rest assured that this has been raised with the carrier as this isn't the service we aim to provide our customers. A refund was processed which will re-credit your original method of payment within 5 working days. Our apologies for the inconvenience caused. Thanks, UO Team.
Supply Large bags for ur customers…
Supply Large bags for ur customers please. (Westfield S.C.) I spent nearly £400 and all they gave us was two tiny bags…. I was very lucky that I had other shopping bags from my previous shopping…. The staff did apologise but I also explained to them that it’s only the beginning of the morning. So really there was no excuses to restock your counters at the end of the day to be ready for the following day to serve with a smile NOT to have a worried look to see how the customers would react to a TINY BAG…
19 August 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 for the issues you've been experiencing while shopping with us. Rest assured that this will be raised with the store as this isn't the service we aim to provide our customers. Our apologies for the inconvenience caused. Thanks, UO Team.
my bag is stained green
my bag is stained green, otherwise its cute.
The box came with a hole in it, the bag is fine
19 August 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 has arrived this way, rest assured that this will be raised with our Distribution team 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 with images of the item and your order number, they will be able to investigate this further. Our apologies for the inconvenience caused. Thanks, UO Team.
It was my first visit.
It was my first visit.. loved it!
Really nice shop, well laid out and great clothes.
19 August 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 our collection! 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! Rest assured that this will be passed onto the store! Thanks, UO Team.
Very good very nice
19 August 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.
A great idea for a Birthday present
I purchased an online Gift Card for my granddaughter Lilja and she was delighted
Christopher Tovey
17 August 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 your granddaughter loves her gift! Thanks, UO Team.
I have nothing to complain about.
21 February 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.
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