Urban Outfitters

Timeline related to this order and experience:Charged $51.91 on 2/2/17Refunded Shipping $6.95 on 2/4/17Refunded for item and shipping on 2/6/17 – generating an over credit of $6.95 in the form of an e-gift card that was not necessary. We have voided the funds on this card, as it was a mistake.

My apologies [redacted], this call was tasked to a Supervisor who clearly failed to follow through and call you. When he viewed the notes on your order and discussed the matter with an associate who has been emailing you, he took from the situation that you were aware of...

the impetus for getting your account restricted. Websites that sell Anthropologie gift cards at discounted prices are riddled with fraudulent gift cards. Sometimes good customers think they are getting a bargain and instead wind up getting blocked by using stolen gift cards. We have no way to discern if you purchased the gift card in the secondary market place or not. You will be contacted by phone TODAY to express all of this to you to your satisfaction. Again, I apologize for the confusion.

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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: 11896096
I am rejecting this response because: I was contacted by phone and given a 30% off coupon for future orders, but this response in no way resolves my issue with Urban Outfitters.First, a coupon does not recompense me for the considerable time I spent pursuing this issue unsuccessfully with UO -- this includes repeated calls and emails over a number of months, during which UO refused to acknowledge the problem or refund me for the items I had returned, as well as time spent compiling and submitting six separate dispute claims through my bank and following up with my bank and UO by email and phone after these claims were submitted.Second, the cost of the items I returned to UO was refunded to me only by way of disputes through my bank. To date, UO has not refunded me for any of the seven items I returned.Third and most importantly, I have now learned that UO's issue with [redacted] is a widespread problem, and this makes me concerned that other international customers have not been refunded for items returned to UO. I think UO should take responsibility for this issue on a much broader scale, ensuring that all international customers are immediately refunded for any returned items, past or present. If UO does not do this, they should be subject to appropriate consequences.  
Regards,
[redacted]

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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: 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 1 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 $50 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 had. urban 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 1 or 2 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 problem. urban 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 $25 gift card but they never sent it, I had to complain to headquarters and wait about 6 weeks. urban also tried a bait and switch tactic at around christmas 2014 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]

This return was processed today. You are correct, the item was received in April and our DC did not process the return, but did document it's receipt.Please allow 2 business days to see the credit on your original form of payment. And you will get an email showing the return was processed. I apologize for the misunderstanding and delay in processing.

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

The customer's position does properly reflect her experience with this romper. We show it was received at our GAP, PA distribution center on 6/20 and yet was not processed until 8/1...

based on her complaint. The timeline for what transpired between 6/20 and 8/1 does however indicate that from a customer service perspective, we followed our protocol to send an inquiry to the distribution center to confirm receipt and to process the pending return of the garment in question. I show record of a email conversation on 7/9 between the customer and one of our customer service agents that led to an inquiry being raised. The same inquiry was sent again on 7/17 based on another email from the customer. On 7/18, the distribution center closed the inquiries indicating to us that they have no record of receiving the item, despite that the tracking number for the return shows that it was received back on 6/20. When closing the inquiries, they also failed to notify anyone from customer service to then reach out the customer in any capacity. This is a tremendous failure and extremely frustrating for both the customer and for our customer service team. On 8/1, [redacted] engaged a supervisor in the Contact Center via a phone conversation and this led to an immediate refund. I understand that the complaint was lodged to shed light on the entire experience, and it has been duly noted as such. While this matter was not handled to either parties satisfaction, the Revdex.com can back up that complaints of this type are rare and are 100% resolved to the customer's satisfaction. Any further issues can be brought to the attention of a Customer Service team leader via a call to our 800# and we will work to resolve them quickly and in [redacted]'s favor.

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 104 days.

We will need the order number from Anthropologie.com in order to send additional matches to resolve the issue. We cannot locate an order under the email address supplied to us.  If this was a purchase made in the store, then the customer would need to return to the store for them to...

resolve the issue.

This customer is restricted from shopping online with us. We have explained our rationale for doing so in great detail. We are not interested in reversing our decision.

The pieces in question are customer made furniture items. These items are shown today, online with expected time frames for how quickly we expect the items to be prepared and how this doesn't include the shipping time frame.Shown...

here: https://www.anthropologie.com/shop/slub-velvet-bixby-chairAs taken from our website FAQ regarding furniture purchases:In-stock furniture can be expected to arrive via white glove delivery 2-4 weeks after the order is placed.Custom and backordered furniture can be expected to arrive via white glove delivery 2-4 weeks after the "available on" date listed in the size dropdown menu on the product page. On average, these items will arrive in-home 8-12 weeks after the order is placed. We cannot get these produced any faster as they are custom made to order. Our apologies for not making this clearer upon purchase. Please contact our FURNITURE SPECIALISTS @ ###-###-####if you wish to cancel this order.

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.

Based on an email received on 8/4, [redacted] was refunded $60.72 for the missing hand towels and an adjustment in prices for the reshipped towels. We emailed Kaitlin to expect to see the credit in 1-2 business days. I cannot verify that a shipping label was sent as requested, as our...

system doesn't track the labels as they are sent via a company called [redacted]. I have sent another complimentary label out today via email to [redacted]@[redacted].com just in case the first label was not received. This label can be used to return any unwanted towels for a full refund.

Please provide the ORDER NUMBER for this return and I'll be happy to investigate the matter on your behalf. When I use the email address provided on this complaint, I do not see an order for Anthroplogie.com in 2016.

There have been two attempts made to clarify which of 3 packages the customer has not received, neither email has been responded to from what I can tell reviewing this order in our order management system. This complaint is looking for a refund of the entire purchase, but our records indicate...

that two of the three packages were successfully delivered. As a preemptive measure, I've refunded the package that I believe is in question. This totals $474.86 and will be on the customer's original form of payment within 48 hours.

The...

order was located, and the $4.95 was refunded to the credit card of record. The customer purchased an item on line and was charged $4.95 for shipping to receive it. The return was processed with a return reason code of TOO LARGE - which would not constitute in an automatic refund of the original shipping. As a courtesy, we have refunded the shipping costs as per the customer's claim that we sent the wrong item.

A refund was processed on 1/6/2017 for $84.01 for the return of navy plaid sweater associated with order [redacted].

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before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. They have indeed credited my account, but someone should tell their support staff. I was never informed that I received a credit and have a series of emails from as recently as yesterday telling me that they absolutely cannot refund my card.
Regards,
[redacted]

we contact this customer and resolved the issue on 8/3

I'd be happy to research this information for you and address any errors made on our end.Do you have the ORDER NUMBER for the purchase or at least the email address the order was placed under? There is nothing in our system under the email address or phone number provided on this complaint.