Urban Outfitters

From: < [redacted] @***.com>Date: Mon, Aug 8, at 2:PMSubject: Complaint ID: [redacted] Attn: [redacted] To: [email protected],I wanted to confirm that Anthropologie has resolved the matterMy credit card was refunded and I received a shipping label via emailThank you for your help with this matter! [redacted] @***.com###-###-####Sent from my [redacted] From: < [redacted] @***.com>Date: Mon, Aug 8, at 2:PMSubject: Complaint ID: [redacted] Attn: [redacted] To: [email protected],I wanted to confirm that Anthropologie has resolved the matterMy credit card was refunded and I received a shipping label via emailThank you for your help with this matter! [redacted] @***.com###-###-####Sent from my [redacted]

we contact this customer and resolved the issue on 8/

Re: Order [redacted] This customer spoke with our overflow Call Center and from their notes, it was unclear as to which of the two items on the order was damagedTo further clarify, the email below was sent to the customer on 11/11/@ 8:am EST.Hello ***, This email is in reference to your recent notification of receipt of a damaged itemUnfortunately, I was not provided enough information to process your requestIf you could please provide us the SKU number for the damaged item and advise whether you would prefer a replacement of the item or a refund for its cost via the customer service phone number or email address on our website, we will be more than happy to look further into this issue for youWe apologize for any inconvenience this has caused.Of the two items on the order, one item was adjusted in price and then a refund was place against it pending the return of the damaged itemThe notes indicate that the damaged item was picked up on 10/and a refund was issued on 10/Full charge of $happened on 9/Price Adjustment of $was entered on 10/11.Further refund of $was put through on 10/NOTHING FURTHER IS DUE ON THIS ORDERRe: Order [redacted] The issue of damage was brought to our attention on 11/and this claim was filed on 11/There are two open issues, we need to arrange a pick up of the damaged item and replace the itemBoth requests are scheduled to worked today, as the teams responsible for these functions are not in the office on Sundays when the initial call came inI'm confident that both the replacement and the pick up with happenAnd I apologies for sending two items that arrived damaged

There is an active request to send a replacement.Post Black Friday and Cyber Monday, response time to emails can shift from hours to hours and it's likely the first email was responded to since this complaint was lodged explaining that we are happy to replace the item

I ordered a couple items from their website recentlyFirst off, they canceled one of my items for seemingly no reasonAfter I contacted them about it, they replied that the item had gone out of stockI wasn't especially upset about this, but it would be nice I knew that before I place my orderSecond of all, I ordered a pair of sandals for $ Little over a week after I placed my order, I found that they had gone on sale for $16, so I contacted them, asking if they could refund the difference since the item had gone on sale less than two weeks after my purchaseI'm not angry that they wouldn't refund the $8, but rather that they waited until days after I placed my order to reply and tell me that "It's more than weeks later, sorry!" even though it wasn't at the time! Not great customer service, I won't be shopping here again

This return was processed todayYou are correct, the item was received in April and our DC did not process the return, but did document it's receipt.Please allow business days to see the credit on your original form of paymentAnd you will get an email showing the return was processedI apologize for the misunderstanding and delay in processing

There have been two attempts made to clarify which of packages the customer has not received, neither email has been responded to from what I can tell reviewing this order in our order management systemThis complaint is looking for a refund of the entire purchase, but our records indicate that two of the three packages were successfully deliveredAs a preemptive measure, I've refunded the package that I believe is in questionThis totals $and will be on the customer's original form of payment within hours

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meUnfortunately this has happened to me three times in the past three years and I can't afford to float funds like that so I will not be doing anymore Online Business with this companyThey seem be logging more and more of these issues if you see their online ratings for customer refundsToo bad Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: They literally addresed none of my concernsThe item was not available "for minutes", and they were providing people with backdoor links to purchase multiple quantities of the itemi won't accept that answerThey need to be aware that customers who don't use bots or scripts should have a fair chance to purchase the item Regards, [redacted]

Hi, I would like to file a complaint about the way I was treated at the Durham, NC store on 12/27/I had purchased a top for my son for Christmas on Black FridayIt was the only item I purchased that day It wasn't until I wrapped it that I noticed the security tag was still on the itemI drove minutes to the store on December to kindly ask them to remove the tag for meWhen I walked into the store, the security alarm went offAn employee was standing right there at the entrance and saw me come into the storeHe was very nice and told me he would take care of removing the tag for me but needed to consult a manager firstI also handed them the receiptApparently the receipt did not match the item I brought inThe item did not have a tag on it when I purchased it and I explained to them that the cashier had scanned another item and gave me that price for the similar itemThe mid manager as they called her, Alexa, got really rude with me and made spectacle of me in the store in front of other customers saying she had no proof I purchased the shirt and could not remove the security tagIt was apparent she was not going to give it back to me eitherShe accused me of stealing itAfter I raised a fit she rudely she said she would remove it but it was against store policy and they would NOT do this ever again! Maybe she needs to tell her associates to remove the tags then! It is not my fault it was not removedI don't know why the alarm did not go off when I left the store on Black FridayIf I was going to steal something from a store which I would never do, but I sure as heck would not bother with a $item and I'll be darned if I would go to the darn manager with it and ask her to remove a security tag for me so I could steal it! I was humiliated in front of a ton of customers and was brought to tears in front of my childrenThis manager, Alexa, needs to be fired! She has no clue how to treat a customer and is using her authority to try and make customers feel like peonsI was just an honest paying customer asking them kindly to remove the tag THEY MISTAKENLY DID NOT REMOVE and I got nothing but treatment like a criminal and made a spectacle of in front of a bunch of other customersNever again will I drop a dime in Urban Outfitters again!!! I have spent a ton of money in that store and regret every penny nowNEVER AGAIN! I would appreciate some feedback and would also appreciate it if ALEXA at the Durham, NC store would be reprimanded for her inappropriate treatment of a customer! She is a terrible representation of Urban Outfitters and has no customer service skills whatsoeverUrban Outfitters has lost a good customer for good!

I ordered a mirror online from Anthropologie two months ago (Anthropologie is under the umbrella of Urban Outfitters)Initially, I paid for faster shipping, which apparently is not possible for furniture itemsIn addition to this, I never received a confirmation or a tracking numberAfter hassling their unresponsive support for two months, I finally received an email from them letting me know that my mirror was damaged in shipment and they needed to send another oneI had to pull hairs to receive any compensation for the expensive faster shipping I paid for, or for the time spent trying to get information that should come standard with any online purchaseThey re-sent the mirror, and I AGAIN have not received any confirmation, support, or a tracking numberI have no way of knowing when or if this mirror will ever arriveThis mirror was around $The customer service has been beyond awfulLittle to no responses and the response time is 3-daysWhy wouldn't they just have automated confirmation and tracking number emails already set up? I am beyond frustrated with my experience with Anthropologie at this pointI would recommend against ordering literally any kind of furniture from themUsually when you pay a high price for a product or service, you receive amazing customer serviceThis is not the case with AnthropologieGo elsewhereI have never had such a horrible customer service experience anywhere

A refund was processed on 1/6/for $for the return of navy plaid sweater associated with order [redacted]

---------- Forwarded message ---------- sans-serif;">From: [redacted] < [redacted] >Date: Mon, May 9, at 9:PMSubject: Re:You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: Revdex.com < [redacted] >Urban Outfitters had resolved my complaint # [redacted] .I want to abolish the complaint.Thanks!

HeyThis is not for Urban Outfitters, this is for AnthropologieNot sure who handles complaints like this on their sideThanks

Item as been refunded in full with apologies

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: urban says they banned from calling because according to them, I was harassing them by phoneif you ask them for their phone log, you will see I only made phone call to them in september 2016, spoke with dominic, floor supervisor who said the reason urban banned me from the online store was because I kept asking for free shipping on small items instead of meeting the $limit for free shippingif you ask them for proof that I input wrong coupons online, you will see I never used coupons, most of my purchases were done over the phone with their customer reps, I did get discounts, but those were the promotions they hadurban persisted in using [redacted] as a shipper, and they kept sending emails with commitment date that was actually one or two days prior to actual delivery, so I kept calling and asking customer reps where was my package, and I told them I had an email with a commitment date but package was not here, finally they figured out and told me that actual delivery date would be or after commitment date email, I was reporting the items were not received as scheduled, then I spoke to [redacted] headquarters and they finally solved my delivery problemurban tried once to charge me full price for items I had bought on sale and they without authorization overdrew my bank account and asked for a correction, the floor manager ms t [redacted] was very unhelpful and I finally got to speak to the general manager, who said ms t [redacted] spent an hour in his office explaining the problem, this sounded very inappropriate, finally I got the proper price corrected and was promised a $gift card but they never sent it, I had to complain to headquarters and wait about weeksurban also tried a bait and switch tactic at around christmas where I ordered one type of sweater and they sent some jacket that looked like a hairy animal, I kept calling customer service and no rep wanted to deal with this, until I finally called one of their stores where apparently the warehouse is and the store manager intervened and I got the right sweater a couple of times my orders got cancelled for no reason, then another time my account was disabled for no reason this was before they finally banned me, the email that their bookkeeper or whatever she is, alexa h [redacted] sent me saying I was banned is very sloppy, it refers to an order I had asked urban to turn around because it was being sent by usps, and I had already requested no usps packages because they were being left on the front porch by the street, so all I wanted was for them to retain control of the package and re-send it using a more secure shipper that would deliver to the back, and this woman accuses me of reporting this order lost even though it was still in transit, urban has no right to abuse the public and take their money and then accuse themRegards, [redacted] ***

A member of our Furniture Customer Service team will be contacting the customer today The original complaint was mishandled by our Contact CenterThe customer should have been provided a specific toll free number for our Furniture CS division for immediate resolution, and instead the situation was routed to the wrong department causing a delay in respondingThe customer was provided the right contact number subsequent to this original interaction, but has emailed us back that she is upset that we are asking her to call in again as notated on her order We can very easily refund or replace the defective item, so this issue will be resolved to the customer's desire

The below is a screen shot from our Order Management system that shows the original charge, and both credits applied on 12/4/that correspond to what the customer indicates is neededI cannot find record of any discrepancy

This customer was contacted by phone and all issues were resolved The underlying issue was due to a payment gateway called [redacted] having a significant failure to process transactions on July 5th which wasn't resolved fully on their end for days

The District Manager for this region has left voicemails for this customer to get her issues addressed Those vms have not been responded to at this time