Urban Outfitters

From: <[redacted].com>Date: Mon, Aug 8, 2016 at 2:20 PMSubject: Complaint ID: [redacted] Attn: [redacted]To: [email protected],I wanted to confirm that Anthropologie has resolved the matter. My credit card was refunded and I received a shipping label via email. Thank you for your help with this matter![redacted].com###-###-####Sent from my [redacted]From: <[redacted].com>Date: Mon, Aug 8, 2016 at 2:20 PMSubject: Complaint ID: [redacted] Attn: [redacted]To: [email protected],I wanted to confirm that Anthropologie has resolved the matter. My credit card was refunded and I received a shipping label via email. Thank you for your help with this matter![redacted].com###-###-####Sent from my [redacted]

This issue has been resolved with the customer

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sans-serif;">From: [redacted]<[redacted]>Date: Mon, May 9, 2016 at 9:59 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!

From: [redacted]
font-family: arial, sans-serif;"><[redacted]@[redacted].com>Date: Mon, Nov 16, 2015 at 10:36 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected]
The business did refund the entire amount, after I communicated to them that I am filing a complaint with the Revdex.com. I am satisfied with the resolution of the matter.
Thank you for your help.
[redacted]

I ordered a couple items from their website recently.
First off, they canceled one of my items for seemingly no reason. After I contacted them about it, they replied that the item had gone out of stock. I wasn't especially upset about this, but it would be nice I knew that before I place my order.
Second of all, I ordered a pair of sandals for $22. 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 purchase. I'm not angry that they wouldn't refund the $8, but rather that they waited until 15 days after I placed my order to reply and tell me that "It's more than 2 weeks later, sorry!" even though it wasn't at the time! Not great customer service, I won't be shopping here again.

I shopped in the 17th and 6th location in Manhattan today. I purchased 3 items. On my way out the alarm beeped. Security stopped my. I told him I beeped in the last store I went in. I opened my shopping bag and started to walk out. The security guard grabbed my purse of my shoulder and psyically pulled me back in the store. I argued with him and opened my purse. He asked me about a dress. I showed him the sewn in tag so he could see it was not from urban outfitters.he still would not let me leave. I became visible upset. 2 female employees were standing near the exit. One said "she must have took something or she wouldn't be upset". The manager Justin came over. The other female employee told him I tried to run. He checked my purse and let me leave.

A member of our Furniture Customer Service team will be contacting the customer today. 
The original complaint was mishandled by our Contact Center. The 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 responding. The 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.

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.

This was my 1st time ordering anything from anthropologie and this has been the worst customer service experience! I placed an order online for 4 dining chairs in October. Still I do not have a status on my order. Have called 4times in the past week and have received a different answer each time. The 1st time I was informed that my order was in the process of being shipped and would receive in about 7-10 business days and was issued a credit for 10%. She was very confusing in how she was explaining the process. I called back next day because credit was only issued for one chair and not the complete order. They guy that I spoke with said he adjusted the credit and that the chairs were being prepared to be shipped but he didn't have a time frame. Check my account today and I see that there is an additional pending charge. Called again and we told by the representative that that charge was just pending and would not post to my account. I asked for the status again and she told me that I would have to call the furniture department and that they do not have that information and cannot contact them directly themselves. I asked to speak to a supervisor because I have received 3 different answers in the past week. She then said why would I want to speak to a supervisor when my chairs were already discounted? Excuse me?!? These are still over $300 chairs a piece. And regardless if I received a discount I would like to know where my order is and the status. She snickered, placed me on hold and came back on and told me that her supervisor Alana was on the line. Then the call disconnected. I do a lot of online ordering and I know things can get backed up but I have never have had this type of unprofessionalism and unknowledgeable experience with a company. Right now the status of my order says "Has not shipped" and no one seems to know anything. I don't know whether to just go ahead and cancel this order all together!
I received an email from the furniture department after I left a post on their facebook page. They asked for my order number. I emailed them back and they sent me back a tracking number for the chairs pretty much immediately. That's was on 11/30. It is not 12/05 and tracking info has not changed or updated. I would definitely never order from this website AGAIN!!!!! Still am not sure when I will get my chairs.

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 items. In addition to this, I never received a confirmation or a tracking number. After 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 one. I 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 purchase. They re-sent the mirror, and I AGAIN have not received any confirmation, support, or a tracking number. I have no way of knowing when or if this mirror will ever arrive. This mirror was around $400. The customer service has been beyond awful. Little to no responses and the response time is 3-4 days. Why 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 point. I would recommend against ordering literally any kind of furniture from them. Usually when you pay a high price for a product or service, you receive amazing customer service. This is not the case with Anthropologie. Go elsewhere. I have never had such a horrible customer service experience anywhere.

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.

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.

I purchased a gift for my sister in September 2015 from Urban Outfitters online. Within the month, my sister decided that she didn't like the item, so she returned it through mail and requested a gift card refund. She informed me in November 2015 that she never received a gift card through email or snail mail. By December 2015, still no refund issued, and since she was to move out of the US, she would have no use for the gift card. Since no gift card was ever received I called customer service and requested a full refund for the item I purchased since it was returned within the allotted time. The first customer service agent informed me that I would get my refund back through original payment within the week, but at the end of the week, no refund. The second customer service agent informed me that my sister returned the item in store and had already received a gift card in person, which was not true, so she issued me an e-gift card, which I never asked for. After asking said agent to reverse the gift card and give me the full credit through original payment, she said I would have to wait 30-40 business days for it to be processed. After 30-40 business days, still no refund, so I called back only to be told to wait another month so they could send me a check by mail. Now it is February 2016 and I still haven't received a refund for something that was returned around the end of September 2015. I still can't believe that it would take them more than 5 months to refund me a dollar amount that is below $70, while giving me the runaround all these months. Very poor business practice, and will never be shopping at this establishment no longer.

I have been to Anthropologie at the Perimeter Mall multiple times over the past few months. Nearly every time I visit, I have witnessed the Store Manager belittle the employees in plain view of customers. I found this quite disturbing and am considering shopping elsewhere for the foreseeable future. I have never experienced such a hostile shopping environment.

Communicated to our email team to have this customer's email removed

Hi,
I would like to file a complaint about the way I was treated at the Durham, NC store on 12/27/15. I had purchased a top for my son for Christmas on Black Friday. It 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 item. I drove 45 minutes to the store on December 27 to kindly ask them to remove the tag for me. When I walked into the store, the security alarm went off. An employee was standing right there at the entrance and saw me come into the store. He was very nice and told me he would take care of removing the tag for me but needed to consult a manager first. I also handed them the receipt. Apparently the receipt did not match the item I brought in. The 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 item. The 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 tag. It was apparent she was not going to give it back to me either. She accused me of stealing it. After 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 removed. I don't know why the alarm did not go off when I left the store on Black Friday. If I was going to steal something from a store which I would never do, but I sure as heck would not bother with a $20 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 children. This 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 peons. I 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 customers. Never again will I drop a dime in Urban Outfitters again!!! I have spent a ton of money in that store and regret every penny now. NEVER 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 whatsoever. Urban Outfitters has lost a good customer for good!

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.

This is an escalated issue for us and due to the customer being flagged in our system we will not be moving forward with honoring a refund as the claim for the rat in her package is not true.

Review: I ordered over $80 worth of material from Urbanoutfitters.com over 3 weeks ago. This was supposed to be a present for my sister, and if she had never told me that she didn't receive it, Urbanoutfitters would have stolen that money right out of my pocket---and at this point, still has my money and has YET to ship it. I called them, spoke with customer service, and they said that they would contact me withing 24-48 hours. It's been way over that time, and they still haven't contacted me. I emailed them, and there has been no response.

This is the story from the beginning: I ordered my package (which is supposed to be a gift) on August 15th, 2013. Five days later, Urbanoutfitters emailed me asking for an apartment number for the address. They said to "respond" to the email with the apartment number. I did so immediately, and I assumed they shipped it. My sister called me the other day to tell me that the package had never arrived! It's been over 3 weeks! When I called customer service, they said that it had never been shipped (even though on a previous email, they marked it as shipped for some reason). They have NOT returned my money NOR shipped it. They are stealing money from my pocket, and I don't know what the next step is because I've already tried to contact them multiple times. What should I do?

I have all the emails and phone log history (for proof if necessary) of what I have just said above.Desired Settlement: I either want a FULL REFUND or EXPEDITED SHIPPING. I also want them to be penalized in some kind of way because they are thieves and this is RIDICULOUS.

Review: I placed orders with Anthropologie this morning that totaled approximately $2647.00. I knew that they were having their big summer sale and I was excited to get up early and do some home shopping. In the past I have been able to get good deals on sale items and items that pop back into stock. These deals have a lot of the time been 90% off retail. I placed orders with my bank account and also with my [redacted] account. Later in the afternoon I received emails saying "What a Pity" that my orders had been canceled because they were "out of stock". This is clearly not the case because they are still in stock as to this time. I have already paid for the items and the money has been taken from my account, but now they just decided that they will not ship my items. Other consumers have received tracking numbers for orders they placed. I feel that they are picking and choosing who they want to ship items to and who they do not.Desired Settlement: I want the products I ordered! Please!