URBANARA Reviews 

So disappointed with this company. Ordered a rug. After purchase was told we would have to pay the £60 import tax but would be refunded. 3 months later and after numerous emails nothing! They didn't even send the correct rug and refused to resend. So ended up without the rug we ordered and £60 put of pocket. Terrible experience and highly do not recommend!!

I ordered a cotton quilt, then read the various reviews and news stories about Brexit-related delays and duties to pay. Despite the item being listed as 'in stock' it took almost a week to receive a despatch confirmation. The UPS tracking number provided worked fine but the delivery date kept being pushed back every delivery day. I finally emailed Urbnara (phone number just rang out) and got a very quick reply. They seemed anxious to help but not really sure what to do to help me - they advised I needed to pay duties and to get in touch with UPS. I called UPS who told me there was nothing to pay (I am based in London, UK). Eventually the item arrived with no drama. The item is great quality .. but I wouldn't order again. From order to delivery was about one month for an in-stock item and the duties/delivery uncertainty not worth a re-run.

Called up to get an update of my order as I’ve heard nothing since I placed the order. The man who I spoke to was extremely rude when I asked him about the tracking. Haven’t even received the goods but I will never order from this place again. The way He spoke was disgusting.

My comments in response to the reply. I have just received from the company........
I was satisfied with the fact that my order can’t be cancelled and happy to wait to receive the order. That isn’t my issue.
The complaint still stands that the way the man spoke to me on the phone was disgusting, he had a very sarcastic tone and was disrespectful. From the response I have received on trust pilot, I suspect that this man is also responsible for responding to all the complaints on here. I mean I should have read the trust pilot reviews before. Everyone saying the same thing about the rude staff. When will they accept they have a problem. Get off your high horse and learn the basics of customer service.

Update:
They have since edited their original rude reply, to an apology which is a much more professional and appropriate reply than the original sarcasm that I received. Fortunately for them they can edit their responses. And I’m glad this has been corrected. Still won’t be ordering again.

Late delivery, poor business practices
I ordered the rug on the 23rd of November, it was said to arrive within 3 to 4 weeks. A month later, it hadn't arrived so I contacted the customer service who told me they were delays at the border which is understandable however the rug hadn't even been sent for shipping at that point so the delay couldn't be blamed on that. O,n the 18 of January the item showed in transit however it indicated that I had to pay 72GBP of import fees as post Brexit.
I had to pay the fee knowing that the responsibility of it arriving post regulation change is entirely on Urbanara's end. Not only that but it was all on me to chase for the items, at no point was there any form of proactive communication around the delays. I was also informed that the management refused to give a refund for the fees incurred. The rug is gorgeous but the whole purchase process absolutely revolting.

I ordered a few rugs that were listed as 'ready to dispatch'. Three months later and they still haven't arrived and haven't had any updates. I contacted the courier and was told that I have to pay a further £70 in taxes and fees per rug! This is on top of the delivery charges I paid when I ordered them. I asked Urbanara for a refund but they have refused.

Very good experience. I bought a blanket on Black Friday, very beautiful blanket which arrived in a timely manner. Product is of high quality. Would recommend!

Customer service is awful. Ordered Rug, waited 6 weeks, asked for delivery date, the lady was very rude and very abrupt, got no explanation, said I'd like to cancel if you can't give me information so the woman said that's cancelled and hung up.

I got a bit nervous after reading some of these reviews, but I had a great experience with this company. I ordered the Anadia bedspread in mustard 275×265 cm on december 18th. I live in Denmark and my order arrived today december 23rd. It looks exactly like the picture and it seems to be of good quality.

Really shocking customer service. I made an order of four items during Black Friday, I do understand that this is a busy time of year so things can take longer. The order included a birthday present for my boyfriend for his birthday in mid December, and a Christmas present. The order also contained two rugs, one of which had a longer lead time. I did not realise the items would all be sent after the rug was ready. Apparently you have to request them to be sent separately.
After over two weeks I asked where my order was, very passive aggressive emails from the customer service team suggested it was my fault for ordering an item with a long lead time. The items were finally shipped 3 weeks after I ordered them, from Germany.
They have not arrived. Now Urbanara have stopped shipments to the UK. But any apology from the customer service team when I got in touch to ask what was going on? Of course not, I was told the UK had closed its borders (which isn't true) and they couldn't say when deliveries would restart. I was also told I could have requested the smaller items to be sent separately. Not sure why I wasn't told this last week as maybe then my boyfriend's presents would have arrived.
Who knows when I'll even recieve my items. A no deal Brexit is looming which could cause further delays. Waiting ages is frustrating, especially when the order was made weeks ahead of Christmas. Being made to feel like this is my fault by rude customer service means I will never shop from here again and would recommend others avoid too.

Ugh what a terrible shopping experience buyer beware!! I bought a bedsheet described as 'combed cotton' which turned up late and was not combed cotton at all! When I rang to register my disappointment I was given no apology and was shouted down by a horrid officious customer service representative!! Never again!!

Avoid!! Long lead times, delays and rude & sarcastic customer service personnel that basically tell you you’re unreasonable for expecting any degree of information regarding your order you placed over 7 weeks ago, exceeding the stated lead time and risking not being received by Christmas! Threatening to cancel my order resulted in them cancelling it for me, making the whole experience just a very unpleasant waste of time.

Having had to shop around again, I found another company offering guaranteed delivery within 5 days for almost the exact same product (a rug and bedspread). I never normally go out of my way to write a bad review but honestly please save yourself the hassle (not to mention offence) and go elsewhere.

*Reading other reviews the sarcastic and unhelpful customer service seems to be a theme. There is an attitude problem in that company unlike anything I’ve ever experienced. The owners should be totally ashamed. Things go wrong but how a company handles it defines them. It’s all becoming very clear now what sort of operation they are running.

*Adding for good measure since the reply seems to want to enter into a cut and paste exercise and only highlight the customer frustration not the incompetence and sarcasm at the other end. Completely avoidable conflict and bad feeling if some reasonable service had been given instead of lengthy justifications for the lack of information tinged with passive aggression and sarcasm.

I’m not sure what is happening with these negative reviews as I have had nothing but great service from this company - their products are beautiful and really reasonably priced. I always go to their site first when looking for home stuff.

Nice products and I was just about to order a rug from them but I just thought to check Trustpilot first. I'm glad I did see Nikki's review below about the bath mats and I agree - if I was to buy a product where product dimensions were specified, I would expect to receive a product in those dimensions. The company's response to that review clearly showed lack of customer care and no problem solving skills. I would be upset if the rug I received was of a different size to what I ordered and the shop told me it's industry standard. It's the shop's responsibility to communicate that on the product pages so the customer knows what to expect. Saying that handmade products have the tendency to be like that post purchase and that this should have been obvious when browsing your website is quite ignorant to say the least.

No custom from me, thank you.

I'm very surprised to see these negative reviews. This is one of the few brands that I trust to deliver always high quality products for my home. They are not cheap but they have character and warmth. And I've never had any issues with deliveries or service (fingers crossed as I'm awaiting 5 more cushion covers and 2 bath mats from them at the moment)

I have been buying from Urbanara for a long time I never had any issues. The item always arrived very quickly and well packaged. When I sent an email to Urbanara’s customer service I get a reply quite quickly. The products sold are of very high quality. I do not understand the negative reviews.

UPDATED: I wish I could review the actual item that I ordered but instead can only review the multiple failed deliveries. And since the sale is not complete until the item is delivered, it makes sense to leave this review.
Until now I never had delivery issues even with the most niche couriers so it was really frustrating to have UPS struggle with this one so much on a number of separate occasions.
The good thing was the quick processing of a refund.

I got a blanket (half Alpaca/half Merino wool) which was on offer - very happy with my purchase and it arrived on time. No issues. Would buy from Urbanara again :)

DO NOT DEAL WITH THIS COMPANY. I ordered 4 bath mats which were described as 1000mm x 600mm. There was no mention at all in the size description that this size can differ meaningfully from these measurements. When I received the items, all of them are different lengths and none of them are 1000mm long - they ranged from 1040-1060 in length. They do not fit in the spaces that I required them to and when I sent this to the customer service department, they merely told me in a nonchalant way that there can be a 5% discrepancy in size. They totally ignored the fact that I cannot use these items at all due to this issue and that all the money I spent on this order was essentially wasted, they made no effort to help or fix the issue at all and were just dismissive. I then replied saying that I thought their reply was quite ridiculous (as it had not tried to help resolve my issue at all but just had dismissed the fact they had delivered something different to what I had ordered) and their reply was "Thank you for your reply. We sincerely lament the fact that you consider our response ridiculous". So rather than sensing a customer's frustration, they chose to use extreme sarcasm. Never in my life have I encountered an attitude like this with a post sales issue and I hope never to again. I will NEVER EVER use this company again.

Terrible and non existent customer service, we paid £144 for a blanket and cushion cover and paid extra to ship to Channel Islands. It arrived a different colour to what we’d bought, I contacted customer service and received an email back saying I only had 14 days to return the order despite the website stating 100 days, when I queried this they said the 100 days is at their discretion and it’s my opinion it’s a different colour despite it being blatant in the photos I sent them. They wished me luck in contacting the European Commission, what nasty people. It’s lovely to know this business is making life harder in these trying times when other businesses are going the extra mile.

Excellent customer service!!! The team has always responded in a very good timely manner, even on week end. I just received my new rug and I love it. It was delivered in 5 business days which is very good. I highly recommend their services. Will definitely order with them again!