Urban Outfitters

Review: At the end of May I ordered a set of ceramic 'Moby' measuring cups from Anthropologie.com. The box and cups arrived broken and crushed due primarily to the fact they were shipped in a simple gift box inserted into a plastic envelope and the only 'padding' was a few sheets of tissue paper. I immediately contacted the company and was told by the young woman who answered that the company would ship a replacement set and I should expect it in 2-3 days. After 2-3 days nothing arrived except for an email stating the cups had just been shipped. When I called back a second time for clarification I was told that the original rep meant that in 2-3 days the new order would be shipped. When I explained that I very clearly heard the 1st rep, it was just repeated to me that I must have misunderstood. As of June 10, I have yet to receive the product. I called today and asked to speak with a manager but was told by a young man that he would have to speak with me first. While on the phone repeated requests to speak with a manager were ignored. The same young man advised that the company had to do an 'investigation' before my replacement order could be shipped in order to determine where, along the line of transit, the package was damaged, but that I should receive it by tomorrow. When I pointed out that I, the customer, should not have to be inconvenienced while his company completes an internal investigation, and that more than 2-3 days passed since the second representative told me the cups should have arrived the young man blamed the shipping company. When I called the corporate headquarters of Anthropologie, the receptionist refused to transfer me to anyone within the company and advised me to contact the same number I've been dealing with up to that point. I have lost ALL confidence in Anthropologie as a company and cannot seem to get satisfaction in this matter.Desired Settlement: I would like to request a refund of my original shipping charges. I believe in paying for what I purchase and therefore I have no problem paying for the measuring cups AS LONG AS THE REPLACEMENT SHIPMENT ARRIVES UNSCATHED; however, after the lack of common sense in shipping the original package and the inability of the customer service staff to provide me with accurate information (essentially, give me the runaround), I feel it appropriate that Anthropologie refund the original shipping cost.

Business

Response:

Please see attached response.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. It is unfortunate I had to result to this measure in order to obtain some satisfaction regarding this issue.

Regards,

Review: I put in my "Basket", Cockatoo Duvet, Size King, on sale for $59.99. Order was placed online. April 10, 2013 - Order #[redacted] ("Cockatoo Shams") (As appears on [redacted] Online Account). Once I pressed "Confirm Order", the confirmation page, showed that I had purchased "Cockatoo Shams" with the picture of the Duvet right beside it. I purchased the Duvet and I checked my e-mail to confirm the purchase and in my e-mail account, it shows I purchased "Cockatoo Duvet, Size King, $59.99" (which is what I intended to buy). Shortly after I purchased 2 orders of the Cockatoo Shams (to match my order of the Duvet). About 20-25 minutes later, I called [redacted], to confirm, that in fact, I purchased the Duvet on one order, and the shams on another order. I spoke to a Customer Service Representative, "[redacted]", to which was very nice, however she said she was unable to cancel the order because it had already went to the shipping department and unfortunately she could not change the order from Shams to Duvet because online it is showing that I purchased the Shams. She then told me, that if I had proof that I intended to buy the Duvet and NOT the shams (by faxing over my e-mail confirmation) she would speak with her supervisor and see is she could have that done, but did inform me, that is nothing could be done, to wait for both packages to come to my house, then return to sender, so I could be able to get my purchase and shipping price back.

Same day (April 10, 2013) I e-mailed [redacted], to get confirmation of what was going on, I received an e-mail at or about 3:30 a.m. stating that no adjustment would be made and I would not get the duvet for $59.99, but if I wanted to purchase it for $149.99, this could be arranged, and that if both terms were not acceptable, to e-mail back to get the order cancelled. I e-mailed back around 10:00 a.m. and stated to cancel both orders. E-mail was returned the next day, stating that it was to late and it had already been shipped out.

The Next day (April 11, 2013), I called [redacted] back to see what had happened (because no one called me back). I ended up speaking with another woman, coincidently, also named "[redacted]" who said the Supervisor got the fax and wont do anything about it, because on their computer it is showing that I purchased "Cockatoo Shams". I stated that, clearly, [redacted] has a technical problem, because on my e-mail confirmation AND online confirmation page (both which are printed out, and were sent to [redacted]), e-mailing showing - Purchase of Cockatoo Duvet for $59.99 and the Online confirmation showing - Cockatoo Shams (However with an image of the Duvet), both of these which were faxed April 10, 2013 around 11:40 am and 3:50 p.m.. the 2nd [redacted] said there was nothing more she could do because the supervisor stated not to honour (even though proof was provided that site had technical problems). I asked [redacted] to ask a supervisor/manager to give me a call, so I can discuss what exactly is going on. [redacted] said she could have someone call me back and confirmed my appropriate telephone number for the call-back.

April 17, 2013, I called [redacted], again, and spoke to another customer service representative, who said that my notes on the computer, say not to honour and not to do anything further, I asked to speak to a supervisor, and she told me there was no one else I can speak with of higher authority, because a supervisor stated nothing more could be done and I wouldn't, even if I tried, would get to talk to anyone above her.

I have proof that I purchased the "Cockatoo Duvet" and NOT THE SHAMS, I think is it pretty disgusting with how I was treated. When I was told by the initial [redacted] that if I showed proof, supervisor may be able to do something about it. Everyone else I spoke to, did not help me what so ever. I do not think I should be punished for [redacted]s technical difficulties. I truly, once believed in [redacted]s, great customer service (in stores, for I am a LONG TIME SHOPPER) and this experience definitely showed what kind of company consumers are dealing with. The first 2 [redacted]s that I spoke to were very polite, but could not do anything, this supervisor they spoke of, clearly disgusting and doesn't know how to return a phone call nor is scared to deal with the general public, the last customer service representative, I spoke to, she was rude and was quite smug with me. I shouldn't have to be talked down to, because of the company's technical problems. I made a legitimate online purchase, and because the company had technical issues, they don't want to honour the price and product which I intended to buy.

ALL e-mail confirmations and online confirmation can be provided to Revdex.com, upon request.

Now in order to get my refund. I have to wait about a month, in order for the receipt of the items, just to send them back, and wait for the refund to appear on my credit card. By this time, my billing cycle is already due for payment, and I will be charged interest for non-payment.

This experience was unnecessary, unacceptable, and its a shame I have to waste my time dealing with this, because of the company's response to problems, which the response they seem to have is none.Desired Settlement: I want my immediate refund, and additional costs for the interest that will be billed on to my credit card for the no-payment. I will not pay for those two orders, in order for there to be a minus on my credit card. It was the company's technical problem, so they should fix it and deal with the customer with care, not with anger and ignorance.. I would also appreciate an apology from the company, by phone.

Review: I bought a bridal shower gift from BHLDN through a bridal registry. First of all, I was informed that the item was backordered for over 2 months. However, my greatest problem most recently is that my credit card was billed again for the same item. It took a couple of calls, speaking to different people at customer service before the last one figured out what happened. The gift the bride received was defective so she called them and they sent out another one, instructing her to send the defective one back to them. When they didn't receive it, they billed MY credit card even though I had no knowledge that this even happened and certainly had no control over if and when the bride made the return. When I complained to the rep, she said it's their policy to do this. They didn't even send me any type of notification to let me know that this was happening.Desired Settlement: I want my credit card credited for the amount of $70.88 and never billed again. I would also like all my billing information reviewed from their records so this can't happen again. I am also filing a dispute with the credit card company but I shouldn't have to deal with that.

Review: I ordered three wedding gowns from [redacted], which you own, on 1/22/2014, and returned the two I didn't want to keep on 1/29/2014. They were returned in the same box. The package was received at the [redacted] return location on 2/7/2014, and the [redacted] gown was refunded a few days later. The [redacted] gown, however, was not. I called to check on the status of the return and spoke with your call center in Philadelphia on 2/7/2014, 2/14/2014, 2/19/2014, 2/24/2014, and 2/27/2014. I was assured each time that the gown had been received and that it was still awaiting processing. It was not until TODAY that I was informed that the [redacted] gown apparently had a bunch of dirt on the bottom of the skirt and that it was being returned to me, and no refund would be given. Why was I not notified of this before??? I could have worked with you guys on proving that the gown left my house in perfect condition before you made the decision that I must have been responsible for the damage. I asked what the condition was of the box when it arrived to you, and this information was never noted. Of course not. I asked why I had to be held responsible for a gown that the postal service clearly mishandled; no answer. How on earth could one gown arrive to you in perfect condition, and the other didn't, when they were both returned in the same package? I am working with a manager at your [redacted] call center already, but believe me - I will not rest until my money is refunded. I don't want the dress and returned it to you because of that fact alone, and [redacted] decided WITHOUT consulting me that I have to keep a dirty wedding dress and be out $800. Not acceptable at all!Desired Settlement: I want my full $800 returned.

Review: Ordered product on line - a few hours later went back on line to change the sizing on the order

Received an email promising a response to my request within 24 hours

48 hours later I received a notification that my order had shipped - still no response to my request for a change

The following day (after shipment) - I finally received a response to my email indicating it was too late to change the shipment as it had already shipped

When I pointed out that there would have been an opportunity for me to change the shipment in time if they had followed up on my email within the promised time frame, the customer service rep(s) took no responsibility for failing to meet their own promised timeframe for responding to emails - and instead suggested I was to blame for not knowing how to cancel or amend a shipment on my own. After several follow ups with customer service, I have yet to receive a single apology for failing to respond to my email within the promised timeframe. I have been courteous and respectful in all interactions / emails with this business.Desired Settlement: This was to be a Christmas gift for my daughter. At this point, the only way to make good by me would be to ensure that the desired items are delivered to me in advance of Christmas.

That could have been worked out before now I'm sure had this business treated me with the same courtesy and respect I have shown them - suspect it's much too late at this point.

Review: on Sunday, October 11th I placed a $50.73 order with Urban Outfitters Online. On Tuesday, October 13th I noticed they had charged me not only the $50.73 fee, but also a $75.73 fee. I have called them Multiple times since Tuesday, (today is Friday, October 17) and every time they tell me it will be 24 hours before the charge is removed. the charge was never removed and is still a pending charge. each time I was told this was a computer "glitch" and that it would be resolved ASAP. as a student making minimum wage, I am confident that you can understand the frustration I am facing.Desired Settlement: I would like the charge removed from my bank account, as well as compensation via discount or store credit.

My son placed an order in the Kansas City, MO store on 12/19/2015 he had a plaza gift card worth $50.00 and the item he was purchasing was more than the value of the card and did not ask for another form of payment. Then the order was cancelled for decline of payment. Contacted customer service they said we had to go back to the store and resolve the issue and would take 20% off and free overnight shipping. Went into the store on 12/26/2015 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 shipping. Completely screwed up.. and the supervisors (Amy, Rebecca and Emily) leave a lot to be desired! Contacted them again 12/30/15 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!

Review: I am a customer of the URBN stores [redacted] and [redacted], I have been complaining for a couple of years about issues with the [redacted] web site because ordering on the site has problems so I can't trust ever ordering online, and the app is a joke...two weeks ago [redacted] redesigned their website, and I am a member of that site which tracks my purchases and my information, I tried to sign into the site two weeks ago, and called Customer Service who took my info and told me someone would fix this in a week or contact me....no one ever contacted me...and I tried to sign in again today and it still does not recognize my email or my password (both). Considering I spend $500 to $1000 a month almost every month, I can't understand why a company like this would run their business like this.Desired Settlement: I would like [redacted] to fix the issues with their web site, and contact me like they said and fix it. I want access to my personal information. I want to be able to use my email and password as per customer agreement. [redacted] should consider hiring a different company to do their website considering the volume they do...especially as they are losing sales in volume because of this issue. I can't track my purchases...

Review: I am a regular customer at Urban Outiftters. I love of the clothes I purchase there, but recently I bought a pair of "[redacted] Twisted Seam Slim Boyfriend Jean-Mister" for $89. I have worn these only twice and have not washed them yet, and one of the pre-made rips in the jeans has continued ripping about two inches down my leg in a straight line in the opposite direction of the pre-made rip. This definitely should not be happening with a pair of jeans that are $89. These jeans now look like they have been worn 100 times, but they have only been worn twice.Desired Settlement: I would either like a refund. I shop so frequently at UO, and I would like to continue shopping there, but I expect better quality especially with items that are more expensive than usual.

Review: I placed an order of 3 sweaters on Urban Outfitters.com on 12/13/13, however what I received are 3 xl, xxl t shirt. My order number is [redacted]. Items ordered were:

YOUR ORDER SUMMARY

BDG Fuzzy Friend Sweater BROWN MULTI, XS #[redacted] qty: 1 $20.00 (was $59.00)

BDG Fuzzy Friend Sweater BROWN MULTI, S #[redacted] qty: 1 $20.00 (was $59.00)

BDG Fuzzy Friend Sweater NAVY, XS #[redacted] qty: 1 $20.00 (was $59.00)

Questions? US & Canada customers call ###-###-####;

UK customers call [redacted] or email [email protected]. Need to make a return? Click here for details.

Subtotal: $60.00

Est. Shipping: $0.00

Tax $5.40

Est. Total: $65.40

What I got are 3 really large tees:

[redacted] MSTCH BRGD Z STRPS VNK BLACK XL;

[redacted] NO STAR [redacted] BLK/NOIR XXL

[redacted] S/S TE WHT/BLANC

When I tried to call the customer service for help, she insisted they checked carefully to make sure they shipped the correct items, and they did not refund me or ship me the correct item. And when I told her I don't have time to drop the package, No solution was given but tell me nothing can be done by there site. It's really disappointing and unpleasant.

It's really a waist of time. I spent a long time to place that order, and got totally wrong items. Then I had to spend 30 minutes waiting a representative to answer the phone. Then I didn't even get an apology!Desired Settlement: They should refund me my money to my credit card or send me my ordered item, and apologize to me for there mistake. Afterwards they can have a post man to pick up their items. I wouldn't have to go to the post office to send them back the t shirts.

Review: On January 9, 2014, I placed an order with Anthropologie Direct for a [redacted] Brocade Dress, style #[redacted] in a size small petite at a sale price of $39.71 which included the item price of $37.46 and sales tax of $2.25. I returned this item to one of this merchant's affiliated retail store locations at [redacted], Chevy Chase, MD 20815 on December 14, 2014, pursuant to its return policy. This store processed the returned in its system and the sales associate told me I would receive a refund from Anthropologie Direct via my original form of payment which was a Visa debit card ending in 9985. I informed her that this debit card had been closed by my bank as a result of the [redacted] information security breach which occurred in December 2013, as I was one of the customers affected by the security breach. I was told by my Bank the card was closed for my protection in an attempt to prevent any unauthorized access. Upon explaining this to the sales associate, she stated it didn't matter that the card was closed as long as the account tied to the card was still open the funds would go back into my account. I later discovered this debit card had been purged from the Bank's system, so the Bank returned the attempted refunded funds to Anthropologie on December 19, 2014. My bank provided me with two returned/rejected fund numbers which were [redacted] and [redacted], they told me to provide Anthropologie with those two reference numbers as verification the funds were returned to them. I contacted Anthropologie at [redacted] on December 22, 2014, and two subsequent times thereafter to follow-up on the status of how my return would be handled given the circumstances. I spoke with three different individuals the last one being a supervisor by the name of Kelsey L[redacted]. The second person I spoke to before Ms. L[redacted] told me someone would get back to me within 72 hours (but no later than December 29, 2014). No one ever got back to me as expected and I have yet to find out when and how these funds will be refunded to me. I think it is very unfortunate that customers have to resort to this type of action to get someone to address their issue.Desired Settlement: I want to be refunded the purchase price including any applicable sales taxes. I was told that a partial gift card refund was issued back in January 2014 to an old email address ([redacted]) that is no longer active for me as a result of an additional price reduction or promotion which resulted in an adjustment. However, I am confused why a gift card refund would have been issued instead of an adjustment to the original form of payment, so I am unclear as to what actually transpired with regard to that action, so I would like further details surrounding that if the current credit is issued in an amount less $39.71. The refund can be in the form of a merchandise credit sent to my updated email account ([redacted]) on file with this merchant or via a check, I would just like to know how this will be resolved as soon as possible.

Review: I ordered from UO last month and I'm receiving and charged for something extra which I never order- a pair of [redacted] sneakers. It was not there during the check out/ payment but was later added to my account. When I contact UO, I was told that they can't change my order and 'sorry for the inconvenience'. I was really frustrated and explain the whole situation over and over to them (it was their system error, not my mistake) but it has been more than a week and I have yet to hear from them. I have my consumer rights and I'm not going to pay for any unsolicited goods. I'm still keeping the receipt (before the shoe was added).Desired Settlement: Credit of $30 into my credit card

Review: I recieved with no warning a letter postmarked 9-27-13 from the address [redacted], Ga [redacted]. It said I was banned from shopping any urban outfitters Inc. stores for excessive returns. No-one signed it. I had been in contact with a [redacted] at this email>[redacted]

I had problems with shipping from them and she had offered a great discount, but I returned most of what was discounted and asked for another discount and than I got this letter. I wrote her back assuming she had initiated it. I wrote a very honest letter explaining concern about a problem I feel that I have with shopping and returns. I really put myself out there and honest and aplogized for any problem it may have caused. I have not heard back from her. I have thought this quite deeply. I have copied the anthropologie which is one of UOI stores return policy and saved it. You can return things up to a year for any reason and they do re-sell them for their present price, which is nice, for many reasons. I will never forget, along with me judging myself for yet another return, the feeling of judgment from the works at the store. Yet why did I even have to face that discomfort, why have a return policy that allows you to do this with no limit. Personally, it didn't help me and my problem. Their has always been a spoken disapproval and judgment to returns, it is rather anxiety provoking and confusing. If that is the policy, than be true to it, as long as customers are doing fraud or things dishonest. I blamed myself and my problems to [redacted] at the above email, but in actuality, it is like a hidden rule and they just proved that. Why not be direct, limit the ttems that can be returned. I know mine is way up there could even be a 1000 returns in 5 years. I feel so, so, so, embarrassed and ashamed, but at the same time it is not just my fault and the mixed messages of being snared upon and a policy that say's go ahead, only compounded my problems. The truth is 8 years ago within a 2 year period I packed up my things over-night and fled for my life twice within a year. I have PTSD and I work with a therapist to heal from these traumas. These traumas affected how I just cannot make up my mind in setting up a house, I have been working on these problems. It takes longer than I would like and somehow it seems to hurt these stores that offer this. I am working on my problems that have brought me shame in how they have processed through me. I would like to see them work on not giving mixed messages of returns and working with customers to find out what is going on and maybe showing concern and setting boundaries while they are working on themselves. It is painful and hard to reveal this very deep pain of my past, but I felt it important to share the debth of who they are dealing with, when they just ban someone, or don't respond to emails of someone truly willing to be vulnerable and care about making a it out of themselves. I have 2 gift cards as well and have asked for them to be deactivated and a check mailed. I got no response. Thanks for listening.Desired Settlement: To re-write their return policy to say what they really are willing to do before they ban you. To put you at warning and show concern. To communicate with their customers if they see a problem, or glad honor their return policy with no limits as stated and don't punish or judge their customers for doing what they allow them to do. I would like my money for my gift cards and I would like to still shop with them and I would love if they just put a limit on how many items I could return in a year. It may help me too. I don't know how to settle down with a home after these traumatic events. I am truly working on it.

Review: Please note this complaint is for Anthropologie at the [redacted] Shopping Center in [redacted], PA.

Its policy is to offer a price adjustment within 14 days of purchasing something. I came to this store within that 14-day period with my receipt. They processed the price adjustment (the difference to go back on my credit card). I walked out of the store happy, thinking it went through.

Just over 3 months later, I have not yet received the credit back on my credit card. I visited this store several times, asking why I haven't received my credit. The store manager says she forwarded my complaint to the sales audit team several times, but she never heard back from them.

I then tried calling corporate customer service. I received a similar response of "someone will contact you from a different department in a few days to find out what happened. The CSR could not help me, and I never received back a phone call. That was probably a month ago.

All I want is my price adjustment refund credited back to my credit card as promised by Anthropologie.

Since Anthropologie is unable and too incompetent to do anything about it, please help me get this resolved.Desired Settlement: All I want is my price adjustment refund credited back to my credit card as promised by Anthropologie.

Review: We placed an order on June 10, 2013 that totaled $267.41 using a prepaid money card. The funds were withdrawn at that time. There was a total of three packages, we were then charge once again, the total amount of the items contained in each package at the time each different package was shipped. Our card was charged a total of $418 and some odd cents when it should have only been charged the $267.41 that was charged at the time the order was placed. They told me that the $267.41 charged at the time of the order was charged to, "make sure the funds were available before we ship your stuff" and that they take the money again at the time of each package's shipment and then refund the $267.41 three business days after all the packages have been shipped and all charges are taken out once again. Our things were sent in three separate shipments, all of which have shipped, but there are only two other charges besides the $267.41, and the sum of those two charges is over $100 less than our order total of $267.41. We have an infant, and now we're behind on her daycare tuition because of this. Not only am I angry, I'm embarrassed and if this late payment to her daycare reflects on my credit because of Urban Outfitter's ridiculous payment practices, I will hire an attorney.Desired Settlement: At this point, I think it's fair for them to put back any amount over the $267.41, plus cover our daughter's daycare tuition for the week we could not pay it.

Review: I made an order with Urban Outfitters, and then returned everything but one item. I asked to exchange a few of the items, however, when I received an email confirmation for my exchange, they had botched the order. So I called, and explained what I wanted, and was told they would cancel it, and begin a new one. Which they did. But they also botched a part of that order, getting the wrong size. So I called back, and the girl I spoke to said they would partially cancel that order, and begin a new order for the correct item. Long story short, they tied up a large amount of my money with all of the successive orders, so I ended in canceling everything and starting over. But then they only refunded a portion of the original amount. So I had to call back, and they lady I spoke to offered to give me a store credit, and then, a week later, I finally received the remainder of my refund. They emailed me an E-Merchandise credit (gift card) in the amount of $142. I decided to use the credit, spending $137. The next day, I noticed that my [redacted] Debit Card had been charged for the amount of my purchase. I called again, and the young man I spoke to said it was normal when using a gift card to attach the debit card on file, and that the charge would drop off once the items shipped. This sounded strange to me, so I called again the next day, and spoke to another girl who said I shouldn't have been charged since I used a gift card (it had a number and a pin code--I saved the email as evidence). They charged both the gift card (for the entire amount of the gift card--$142--not the $137 that I spent) and my debit card. So I am now less $137 from my bank account, and they seem to have no idea what is going on. The girl said she would notify the finance department, and they would be in touch. This was yesterday, but it is ridiculous that after everything I already went through with them, they have now charged my account for what was supposed to be a store credit, and don't seem to have a clue as to why. I would never have ordered the items if I had known they would charge me for them, as I had just FINALLY received my refund from the past fiasco. I am just done with this company. I have never encountered such vast ineptitude. Additionally, when they did refund the monies owed from the previous debacle, they over-credited my bank account by $36. So then they had to take that amount back--which I noticed they were able to accomplish much quicker than the refund of MY money!!!Desired Settlement: I want a refund. ASAP. And an apology would also be nice.

Review: Hi Revdex.com Team,

I have made a large order at urbanoutfitters.com in September. The order was promptly shipped and when I got the notice that the package arrived I decided that I no longer want it. I never picked it up during the 15 days that the post office is supposed to hold the package until it’s sent back. After some time I called Urban Outfitters to see if they received the package. They said that it’s still being held at the post office and that I should make an inquiry to investigate why it hasn’t been sent back. There was no way for me to phone my local post office but a Canada Post representative I spoke to on the phone told me that they can’t tell me why the package is being held and they can’t call the local branch either, but they did say that unless I accept the package it’s still the merchant’s property and responsibility. Therefore, the investigation is up to them and they cannot be withholding my money in the meantime. When I called Urban Outfitters back, they agreed that it’s their responsibility and promised to find out what happened as well as refund me the full amount be the end of last week (Nov. 9). After I have heard nothing back, I called UO again and this time I was told flat out that they refuse to investigate what happened to the package and also they won’t be issuing the refund even though the tracking number clearly shows that I have never picked it up. I was able to get a partial refund for a portion of the package that was shipped at a slightly later date and did not have a tracking number. I would like to dispute the remainder amount.Desired Settlement: Refund of $390.64 USD

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!

Review: I bought a polaroid camera from Urban Outfitters back in April. In June the camera started ruining all the film, every photo came out either splattered with ink, or with absolutely nothing showing up on the polaroid. Two sets of film were ruined equaling up to $30 each. I sent in my camera explaining that I would like to have my camera fixed and two new packs of film. They agreed and so I sent it in. They said to wait a few weeks to hear back from them about my camera. I got an email that they were sending me a refund to my account for my broken camera. They were not going to send me a new camera or new film. I still do not have the camera. I payed for my camera through [redacted], and I waited and waited, never received a refund. Then I emailed them again asking about the refund they promised and I got no reply. I have sent them three emails asking them about my refund and still no reply. in the first place I wanted my camera to be fixed not a refund, they knew that and agreed to that. I have been waiting almost three months and I have not received the refund promised by an employee over email, or a reply to any of my emails.Desired Settlement: I would like the refund that was promised that is $195.98 and I would like to have Urban tsend me a new polaroid camera.

Review: I ordered a duvet on January 4, 2013. I paid a total of $59 through [redacted] and the account [redacted]. The item shipped to [redacted] at [redacted] in [redacted], AR [redacted]. I never received an email receipt. I returned the duvet some time in May 2013 via a pre-paid label that was sent to me after an email exchange regarding the return.

I ordered two curtains on March 4, 2013. Prior to ordering them, I ordered the wrong size curtains and cancelled that order. I re-ordered the curtains in the correct size and paid $53.97 through [redacted] and the account [redacted]. The item shipped to [redacted] at [redacted] in [redacted], AR [redacted]. I never received an email receipt. I returned the curtains some time in May 2013 along with the duvet.

The company has kept all three items (one duvet and two curtains) and is refusing to return them to me or issue a refund, claiming that I never paid for the items.Desired Settlement: I except a full refund immediately in the amount of $112.97.