Urban Outfitters

[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: ***
I am rejecting this response because: They gave me a hard time (twice now in months for separate orders) about the order and return. I have emails from them dated 2/The emails are very confusingIf they had just sent the correct item (again, errors in the past months/orders) I wouldn't have had confusing emails on 2/I mailed the return to them 2/7, but have not had a response from them yet about the return
Regards,
*** ***

I'm sorry that we ship items in separate packages, but by doing so - it allows us to sell record players that are shipped directly from the vendor to our customerThis is the case with this situationThe request was sent to the vendor, they printed a label (which generates a tracking number sent
to the customer) and this is why we now see that *** has a record of the package. Sometimes packages make their way through *** and don't get scanned properly until they are already at the customers homeAs a result, we ask our customer to wait out the full life cycle of our delivery timeframe - stated on our website and in email confirmations of the orderOnce 5-business days have elapsed, we are happy to replace the item and send a new one or refund in fullAs a practice, we don't give away $in merchandise because of an error made by our vendor or ***. As it stands, this item has not been updated to show received by the customer and we are nearly the end of our delivery cycle time frameWe have a request in a previous contact - and now this complaint - that is asking us to refund the itemWe will do so today and make the customer whole. My apologies for the experienceAt no point during these interactions did we mislead the customer, there just appears to be a frustration in how ordering online works - and with the proximity to the event the item was needed for - factors outside of our control

---------- Forwarded message ----------From: ***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 #***.To: Revdex.com
Urban Outfitters had resolved my complaint #***.I want to abolish the complaint.Thanks!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Please express my thanks to them for their honesty and integrity in this situation, it is sincerely appreciated
Regards,
*** ***

***This link can take the customer to an overview of how Authorizations workIt also specifies that these are "a practice within the banking industry" and therefore not related to how we as a merchant operate. I'm sorry that the account was over drafted due to this purchase with our companyI know that banks have latitude to reverse these charges if the customer were to inquire directly with their bank on this matterThere is nothing unfortunately that we can do as a merchant to address a concern with a bank and their practices

When returns are processed on orders older than days, the refunds to *** *** need to be pushed through by *** ***This happens infrequently, as most customer make returns within days and on the *** *** end of things, it isn't consistent that the refund will failWe have an open request with
*** *** for this specific refund and are confident that *** *** will push the refund through on their end shortly. We will provided an email directly to the customer when the matter is resolved. Just as a point of clarification, our agents don't have access to a customer's *** *** accountWhen Stephanie P*** request the TRANSACTION ID - she was not asking for our Order Number, which we have full knowledge of, we were asking for the TRANSACTION ID for this purchase with *** ***It is not essential but it would have helped expedite the resolutionRest assure, we are handling this without any further from the customerAnd we apologize for the delay in processing

My son placed an order in the Kansas City, MO store on 12/19/he had a plaza gift card worth $and the item he was purchasing was more than the value of the card and did not ask for another form of paymentThen the order was cancelled for decline of paymentContacted customer service they said we had to go back to the store and resolve the issue and would take 20% off and free overnight shippingWent into the store on 12/26/and processed another order assured us we would have the item by 12/29/2015! Well the order never arrived called and they said the order was regular mailed to the PO Box for the billing address which we provided our regular address for shippingCompletely screwed upand the supervisors (Amy, Rebecca and Emily) leave a lot to be desired! Contacted them again 12/30/Emily stated that she would next day air another item and we will have it tomorrow 12/31/2015..We shall see! I would have to say this is the WORST CUSTOMER SERVICE EVER!!! I would hate to see if this was a large purchase! NOT IMPRESSED AT ALL and NOT TO MENTION THE ITEM WILL PROBABLY FALL APART!

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: I just got off the phone with Dominic I don't feel as though my position was heard He listened and said he was sorry and they are working on getting better at responding to people, but I honestly didn't feel like my business is valued with this company He didn't really seem to be getting that this was not a way to treat customers and that I had been treated poorly by several employees He offered a 20% discount for a future order which is not an acceptable solution as the company provides those discounts frequently He then said 35% if I call in I just don't feel as though I've spoke with someone who understands what my position is nor does this company seem to care about the fact that I was made to feel like a criminal when I had no idea what was going on Please have a supervisor reach out as this has consumed hours of my time and this is not acceptable level of customer service
Regards,
*** ***

Urban Outfitters is not holding the funds, the underlying bank for the credit card being used is delaying matching up settlements (done upon shipment of items) to the original authorization. When an order is placed, UO will authorize the card to ensure the total amount of the purchase is
availableThen we charge each shipment as it ships against this same authorizationThis is a standard practice used by every merchant that accepts credit cardsWe cannot speak to how the customer's bank is handling the transaction on their end. All purchases related to this order match up to the original authorization, and therefore there is no authorization to remove at this time. I'd suggest the customer reach out to their bank to see what their policy is for holding authorizations and matching them to incoming settlements, which we believe to the underlying issue

The item in question on this complaint appears to have already been returned on 8/1/16. ***Romper

In review the order for this complaint, I see email responses sent to the customer.Two of them on 10/22, informing him that our economy shipping option to NZ can take up to business days from shipment date to arriveThis would mean, that if the package isn't in his hands on 10/(today), then
we can move forward with refunding or reshipping a replacement item at no cost. The 3rd email is from 10/23, clarifying whether the customer would like a reshipment or refund.I'm happy to facilitate a refund or replacement, if the customer would like to reply to this Revdex.com complaint in lieu of responding to our email replies to him

The customer's original order was what we refer to as a failed orderThe order didn't show up in our Order Management System, but the $was taken from the gift card. To resolve this, I see we have a request in to add back to the gift card the $There is a replacement order that was made
(***) and the full amount is going to be charged to the *** card on the order.As mentioned to the customer on his recent call, we can certainly wait until after the order ships and refund the $back to the *** and void out the gift card - if that is the preference

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** I wanted to let Anthropolgie know that I gave all the information to your representative Stephannie P***On the other hand the business of course has access to their own *** account and should be able to access that informationSo I find Anthropologie's answer in that regard kind of rude.It is interesting though that nothing happens, I get snappy responses after 3(!) days from customer service, but when I file a complaint with the Revdex.com my issue suddenly gets resolved very quicklyJust some food for thought for the business. I am convinced that I'd still be waiting for my refund if the Revdex.com wouldn't have stepped in!

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because: What was stated about the online ordering was completely falseI was lied to and had I not been persistent I would never have known I was not going to get my item on time and luckily a manager called me and I told her to overnight me the item and even then I had to ask - it wasn't offeredNo solution was honored to me without me asking for it even though it was all Urban Outfitter's fault.
Regards,
*** ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Never order from Urban Outfitters OnlineThey stole my money!
I ordered my boyfriend an MVMT watch and said it would arrive in about a week from the date that I ordered it onI was so happy because it would arrive in time for his birthdayThe dates changed and eventually it went all the way showing it would arriving in a monthEven after a month, the watch never cameAfter waiting and waiting, when I looked on the website under my account, it stated no arrival time anymoreI called the urban outfitters customer service number and they said that this watch is out of stockAt this point, I was very frustratedWhy would they take my money if the watch was out of stock? I told them that I wanted my money back and they told me I would be refunded in 1-business daysI waited and waited, and never got my money back for a watch I NEVER receivedOn the urban outfitters website under my account it then said it was "Returned"I also got a confirmation e-mail that the money had been returnedAfter checking my visa statement, this was obviously not the truthI waited another month and still did not receive my moneyI continued to call the urban outfitters customer service number to see what is going on; and sent a few e-mails to themThey continued to tell me to wait 1-business daysThey kept telling me that I have been refunded the moneyThis is absolutely ridiculous seeing that this watch came to $I have explained this whole situation to my bank and they do not see a refund showing up on my visaI filed a dispute and I am still waiting to see what is going to happenThis is disgusting, I am horrified to ever order online againFrom what urban outfitters has done to me, I believe that it is in every way fraudThey steal your money and lie to you!!!!!!!!

The item purchased is shipping from one store location to another store location. The shipping store location did not ship this until 7/and it is scheduled to arrive in the receiving store location on 7/12. I apologize for the delay, which is related to low quantity on this sale item and
the holiday weekend, which delayed fulfillment from the shipping store

In my opinion, this online store purposefully practices billing fraud I recently placed an order for Christmas and used an online code for 10% off my order This amount was correctly reflected at checkout When I checked my credit card bill, I had two charges from Urban Outfitters One for the order total at 10% off, the second for the remaining 10% Additionally, I paid for gift wrapping which I did not receiveCustomer service acted like they had no idea why I was charged the second 10%, and I wonder how many other customers unknowingly have this happenAs of now, I am out over $in fraudulent charges Waiting to see if refunds are actually posted to my account

We have resolved this issue in full