Urban Outfitters

[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,
*** ***

Customer service is awfulA glitch in the online store resulted in my order being placed to the wrong addressI called immediately to cancel and I was told it is not possibleWhat kind of online store does not allow order cancellations?
If you order from Urban Outfitters, don't be surprised if your money disappears

From: *** ***Date: Fri, Apr 28, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com Hello, how are
you today? I'm writing to you to let you know that I have received my refund from Urban Outfitters, in regards to complaint #***Thank you again for advocating on my behalf, I honestly believe I wouldn't have received said refund if it were not for you stepping inTHANK YOUSincerely,*** ***-***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 concerns. The item was not available "for minutes", and they were providing people with backdoor links to purchase multiple quantities of the item. i won't accept that answer. They need to be aware that normal customers who don't use bots or scripts should have a fair chance to purchase the item.
Regards,
[redacted]

The below is a screen shot from our Order Management system that shows the original charge, and both credits applied on 12/4/16 that correspond to what the customer indicates is needed. I cannot find record of any discrepancy.

We are very sorry that we were unable to meet the 6 day expectation for this Ship To Store purchase. The item is in the mail stream, with no ability to be upgraded to arrive any faster. We are acknowledging that this delay is our fault.  There was no shipping cost for this order, which is typically what would be refunded as a courtesy. If the customer would like to cancel this, we can do so based on her instruction. There is no charge unless the item is picked up from the receiving store.

There is an active request to send a replacement.Post Black Friday and Cyber Monday, response time to emails can shift from 24 hours to 72 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.

On 2/2, [redacted] placed an order for a tunic - a sale item that was being fulfilled from one of our store locations.On 2/4, [redacted] reported that she received the wrong item in error and asked for a replacement to be sent to her. We refunded her shipping of $6.95 during this call as a courtesy for this mistake. We then submitted a request for a replacement to be sent (for free) during this same call. Early on 2/5, there is an indication of another contact from [redacted] and during this interaction, [redacted] was made aware that the item is now out of stock and we cannot replace the item for her as originally requested. On 2/6, we refunded the item in full - including the shipping which was previously refunded on the 4th - and because this caused an overage and we cannot put more money onto a credit card than what was charged to the card, it generated an e-card for the additional $6.95 that was the amount of the over credit. (We have since voided this card out.)Once we refund a customer for this type of situation, we email them a reminder that while we have already refunded the order, we still need them to send back the item that was received within the next 30 days to avoid being charged for the item. I see this email was sent on 2/6. At this time, the item has not been returned to us as it is only the 9th of February. Once it comes back to us, we will put the item back in stock - and there will be no further charges or credits associated to this transaction. With the exception of sending an e-card with a balance of $6.95, that no doubt caused confusion, I do not see anything within this transaction that warrants a complaint.

HeyThis customer has been appeased with a refund and we have updated our product details on the website in regards to the content of this sandal  thanks!Caitlin M[redacted]

Item as been refunded in full with apologies.

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 damaged. To further clarify, the email below was sent to the customer on 11/11/2016 @ 8:27 am EST.Hello [redacted], This email is in reference to your...

recent notification of receipt of a damaged item. Unfortunately, I was not provided enough information to process your request. If 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 you. We 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 item. The notes indicate that the damaged item was picked up on 10/12 and a refund was issued on 10/13. Full charge of $68.97 happened on 9/23. Price Adjustment of $22.78 was entered on 10/11.Further refund of $46.19 was put through on 10/13. NOTHING FURTHER IS DUE ON THIS ORDERRe: Order [redacted]The issue of damage was brought to our attention on 11/13 and this claim was filed on 11/14. There are two open issues, we need to arrange a pick up of the damaged item and replace the item. Both 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 in. I'm confident that both the replacement and the pick up with happen. And I apologies for sending two items that arrived damaged.

This has been resolved and the customer has been refundedThanks!

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 me. Unfortunately 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 company. They seem be logging more and more of these issues if you see their online ratings for customer refunds. Too bad. 
Regards,
[redacted]

Hey - this is an [redacted] issue, not Urban Outfitters

[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 [redacted]. No resolution has yet been provided to accept or reject.In response to the information requested by the business, the order number was [redacted].
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:As someone who works as a software developer for companies that need development on an online POS system and having worked for years in retail prior to my career, I can emphatically say that this is NOT standard practice. It's not standard practice in brick-and-mortar retail stores either. I'd like to point to my "gallon of milk" metaphor that I wrote in my original complaint to the Revdex.com to re-iterate the point I'm trying to make.As I stated, the funds were released but because of this business practice of holding the funds, I over-drew in my account. I had budgeted for the purchase I made and this practice forced my account into the negative. The account was fixed to the normal state once the funds were returned but I was put into the red because of the "authorization" hold and then the subsequent charges of the bundled items.Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The company is not resolving the issue. Not only have they not addressed their original error to make it right, but they have not responded to their lack of customer service by not responding to my emails. It is not acceptable for them to not hold up their own timeline and not offer a fair solution to their error, remarkably, holidays are always on the calendar and should be planned for accordingly, the customer should not bear the brunt of the company error. They are now saying that my item will be delivered 13 days after ordering, instead of the stated 6 days, which is completely unacceptable.
Regards,
[redacted]

We are very sorry to hear about this situation. We do see that the catalog photo for this item is misleading, and as such we are happy to offer the customer a refund of $50 to accommodate making alterations to it. This refund has been applied and will be visible in 2-3 days on the credit card that...

was used to make the purchase.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: It does not address the problem. At time of purchase, these items were shown as in stock. That is why we purchased them and not something else. You don't get to change availability and shipping time frame a month after a customer places an order. Get with the program and tell me how you're going to fix this issue and retain a loyal customer, instead of losing one forever. 
Regards,
[redacted]