Urbandecay Reviews 

I wish I could give zero stars! Worst customer service ever and their products have gone down hill as well ! Only shipped half my order and didn’t want to replace it. They said had been happening frequently. Tried to charge me more for a replacement and wasted hours of my time on hold. Never called back as advised. They are horrible.

Absolutely disgusting service. Don't waste your money, go and buy another brand. They claim to be one of the biggest beauty houses but their customer service is worse than disgusting. A month after returning a broken palette to them and I am still waiting for a replacement. They are surly and exceptionally rude.

Urban Decay took two payments for a mascara I ordered, and for the last week I have been trying to understand what went on.

Well, I must say, never have I been spoken to in such an appalling and derogatory manner as I was today by a UK customer service representative named Charles. Talking over me, suggesting I am unable to read and comprehend an email, and using sarcasm to speak to me. Then when I raised my voice to ask if he was going to listen to me as a customer, he had the audacity to threaten termination of the call. I asked to speak to his manager, apparently this isn’t possible and tried to get me off the call by saying I will receive a callback. He was just about to hang up, when I asked what my phone number was and he didn’t know it. Therefore, I highly doubt I will get that call back and will have to call again to understand what is going on.

Refund aside, I won’t stop until I receive an apology about his attitude from Urban Decay. I was left really upset after the call. I hope they record them, as I would like senior management to listen.

Looks like others are having similar experiences (see the review before this).

I recommend Urban Decay give their call centre staff some training on customer service.

Your conversation with Urban Decay : 05267359

Very disappointed with the service I received. Urban Decay took an unauthorised payment from my account for a product I had already paid for. After 4 emails and an assurance that my money would be refunded,5 days later I am still waiting!

Absolutely horrendous.
I've been reading the other reviews and unfortunately...mine is pretty much the same.
I've always wanted to try Urban Decay so I ordered the Perversion Mascara set for £21 in the sale.
Ordered on 4th December...they just would not ship it! Phoned customer services and just kept getting fobbed off that they will ship it soon.
Until today, 14th December, "11 people purchased it when you did, we only had 11 in stock, you were number 12" WHAT A LOAD OF RUBBISH!! Tip for UD...try using a more original line in the future.
Then they said the sale is off now but you can purchase it for the full price of £30.
Is this serious???!?!?!?!
It's clearly all a con to make more money...dont they get enough money??? Their products are expensive enough.
Anyway, I've always wanted to try Urban Decay and thanks to their pathetic service....I dont want to try them anymore!
I've took my custom elsewhere to Lancome! I strongly advise my fellow trust pilotters to do the same! Or prepare for a disgraceful service.

Awful! My boyfriend Ordered me some eye shadow pallets on black Friday sale. Had no notification to say they had been shipped. So rung up 2 days ago and they said they still haven't been shipped. Rung up again today after receiving an email last night to say they had shipped. And a refund was being processed. They said they attempted delivery on the 3rd of December but I had no notification or anything. They tried to blame it on delivery person by saying they never send emails out to say items have dispatched which they do because I have ordered from them before and always had an email. And he told them he had an email last night to say it had shipped. They are refusing to send them out again even though they completely messed up by saying they had not been dispatched yet and then emailing last night to say shipped even though apparently they already attempted to deliver. Avoid. Pallets have now gone up full price again funny that isn't it?

I ordered the stoned pallette from urban decay on 24th Nov. It hadn't arrived after 10 days so I messaged them. No response. Messaged again. No response. Messaged on Facebook. Initial reply but no follow up.
I then got email saying it had been dispatched on 7th December.
Then got an email saying it had been delivered on 27th Nov. With a photo of a door. Not my door. Emailed back to inform them of this.
Finally lost patience and rang customer services. No help at all.
I then got an email today again saying the item was delivered 27th November 😡
I rang again. I've now been told I have to find the address that the item was delivered to and ask the occupant if they have it, before they will go any further.
Really?
I don't feel this will ever be resolved.
I've never ever had such chaotic terrible service. I will NEVER use urban decay make up again, from anywhere.

Absolutely shocking!

I ordered the Nakd3 palette as it was on sale for black Friday for a friend's birthday gift. A week later my parcel arrives - it is completely the wrong product and there is no returns label or delivery note inside.

I contacted customer service expecting an apology and my correct order to be dispatched immediately, however this could not be further from what happened. The customer service is absolutely USELESS and RUDE. No apologies at all and now I am completely inconvenienced. They will not send my product until I re-package the incorrect item, write a letter explaining the issue and go out of my way to queue in a post office to return the item. I then have to wait 7-10 days for a refund before they can even send me my ACTUAL ORDER.

I give up and can honestly say I will never purchase from Urban Decay again. Shocking service.

STEER CLEAR!!!

omg probably the worst customer service ever...

first of all trying to get through to a agent was an hour long ? once i got through after googling numbers for hours ? as urban decay do not have a customer service number online.. Got through to a agent called Jason he honestly was not interested to my inquiry and kept on repeating like a robot he did not know! he did not know?!? was very frustrating.. in the end he gave me number for l'oréal head office even though its an urban decay query? .. Getting through to loreal which was over a week ago nobody as of yet has got back to me...
if i could give minus 5 stars !!! is still too good
disgusting Jason you are awful at your job@ urban decay fix up as your make up is fantastic you guys up in the offices let the rest of the team down ...

Had to give at least one star. Worst company i have ever had the mispleasure of dealing with. Never will i order from them again. Try speaking to someone and you are told try again later in the week as all we can see is the same as you online? What? Urban decay, you need some real lessons in customer service.

I ordered an item on the 24 November and to date, I've not received my item. I've been charged on my credit card for it. I've emailed their customer service contact centre (the only method of contact) and I am yet to hear from them. I will be investigating my options and reporting them to the retail ombudsman.

Avoid at all costs! I am a huge fan but TWICE! mail ordering has let me down. First time, I bought a Naked set and their driver was too lazy to follow a diversion to delivery address. This year, I ordered Naked Ultra Violet, only to be sent Naked Honey. 3 weeks later, after 2 phone calls and an email; I am still no better off. I was told today to order a courier at my own expense (which, it's December, so money is an issue) just to get the item I ordered. Nothing in writing to back up that I'll be reimbursed. Shockingly bad - and I work in Customer service so I know what that looks like!

I love their products and normally buy from counters inside department stores and never had an issue. Due to lock down I ordered directly from Urban Decay. I received an email confirming my order and that another email would follow once it had been dispatched. This email never came so I rang their customer service team. Awful experience, no offer of help. Just that the products must of been out of stock and that the website does not have real time information. The website still says the products in stock- so what a load of rubbish!!!!! I was told to place the order again! No thank you. No offer of compensation or refund. A complaints manager will be in touch within 48 hours...... Do not use!

I love the products but the customer service is horrible. I accidentally ordered the wrong colour foundation but I caught my mistake the next day and emailed them twice within a few days but received no response from anyone. Obviously I received the wrong item and am now stuck with it. I would much rather shop Sephora than order from urban decay. The most horrible customer service ever. Won’t shop urban decay again.

One star given because no option for 0 stars. Worst company ever! Do not buy from them!
Placed order, said 24 hour processing time. Chased 5 days later. Told 3-5 days processing time. Chased another 5 days later so 10 days after initial order. Told....wasn’t in stock so couldn’t send, 7-10 days for refund!!!!!
Crap company, awful service, wish I’d read the horrendous reviews about them before I placed an order!

Urban Decay was super shady about my order. I signed up for their email program to get a free gift-with-purchase but, after looking at my receipt realized I didn't get it. No big deal. So I called to have them add it. They said that he couldn't make adjustments to an order so he cancelled it and looked at my $48 order and said I could apply this coupon code to get the gift. Hung up, went to reorder, applied the coupon code, coupon code denied. Okay... Called back. They said "oops, that gift is only for purchases over $60! I'm so sorry they told you you could use it." Well shoot. Couldn't reverse the cancelation and takes 3 days to return the money. Welp, guess I still have to reorder and am out double the amount I planned on until they return the money from the original order to my account. But then, get this: My original order receipt said it was $48.29, but they charged $49.29 to my account. Whatever, I'll get it back. But then my second order with the SAME EXACT thing came out to $47.71 on the receipt but they charged me $48.41 according to my bank account. What gives!?

I expected much more out of such a well-funded, seemingly reputable, international brand like Urban Decay. It's disappointing to say the least.

I have been using Urban Decay makeup since 2019, I have a collection of their Naked Pallettes from No1 to No5. Eye shadows are a thing so its a necessity that you must have Urban Decay in your bag. Always!

worst customer service ive ever had, well basically a completely pointless phone line because they apparently cant do anything to help you, cant cancel an order, cant amend an order solution was refuse delivery wait for a refund then reorder, ridiculous. shame because i actually like the products but i wont direct ever again.

Ordered two items from Urban Decay web site. Received an order but it was NOT MINE.
Phoned urban decay customer service line. Expected my order to be resent immediately but was told NO.
It would need to be sent to claims department to be possessed. I gave all details of my order and all detail of the order I received (order number, customer details etc). Only to be told it would take 3 to 5 working days to process the claim.
I find this totally unacceptable. It was their mistake. My order should of be resent immediately.
I will not be ordering from Urban Decay again.

Do not recommend at all!!
Ordered naked violet pallet for my wife. 4 weeks later after no email or contact from them or dpd I got in contact with both to try and track order and there was an attempt to deliver with no note put through door and and no notification via email/text. I contacted them and they did nothing to inform me as to why it had happened, just a straight up cold refund. 7 weeks later a d I now have to buy another one.......... THANKS!