Update: all received today - thank you customer care. Great products. Will move rating to four stars. Order was lost in transit (Evri to blame), however when trying to resolve promises by UO have... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The bag came on time service was great etc but it does not look the same as the picture. It was for my daughter’s birthday and although she is happy with it she noticed how different it looks to the p... See more
Company replied
There was a damaged product, which wasn't properly packaged. Which was a shame considering it was a birthday gift (the order even contained a birthday card) Thankfully I was compensated for it, but i... See more
Company replied
I ordered two products. One top was exactly like the picture and the other was completely see through instead of white like it was supposed to be. Overall, just go in store and only use the online ser... See more
Company replied
Company details
About Urban Outfitters
Written by the company
Hey, thanks for leaving us a review! We really appreciate your feedback, the good, the bad and the funny…
ABOUT URBAN OUTFITTERS
A destination for style, home and one-of-a-kind vintage. Feel inspired and get creative with our curated edits and exclusive collections. Discover most-hyped drops and the brands you love, only at UO.
Customer Service
Still haven’t answered your question?
UO Rewards
Your exclusive access to all things UO. Earn points every time you shop, plus be the first to know about new arrivals, VIP offers, giveaways, sale previews, events and more. Become a member, stay connected and start earning.
UO Culture
A space for our community to tell their stories. Explore ideas for your life, space and creative mind, plus discover the brands, books and creators on our radar.
UO In Progress
Our mission? To do better by the planet and our people. Join our journey to drive positive change.
Contact info
United States
- www.urbanoutfitters.co.uk
3.5
Average
35k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
0 stars would be more appropriate
I would not even give this company 1 star if I had the option. I placed 3 orders and each order arrived with incorrect item. Colour clearly shown on website but wrong item sent out each time. Returns are a nightmare as when they make a mistake you can't just go to return item as option that they have sent wrong item is not available. You have to contact customer service, not that you can call it customer service as there responce time is diabolical. I am still waiting to return 2 items. Prices may look tempting but I will not use this company again.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry for the issues you've been experiencing while shopping with us. Rest assured that this has been raised with the relevant teams as this isn't the service we aim to provide our customers. Our apologies for the inconvenience and disappointment caused. Thanks, UO Team.
Nice worker
It was so good the person at the cash register was so nice best service i have ever had in the urban outfitters
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, rest assured that this will be passed onto the store! Thanks, UO Team.
shipment
The shipment to lithuania was quite fast, but the return policy is horrid… the jeans were too small ant if i wanted my money back i would have to ship them back and pay like 20euro
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the jeans weren't suitable on this occasion. Sadly we don't have a free returns service available from your location but we do have the returns instructions on our website. Rest assured though that this will be raised with the relevant team as we're always looking for ways to improve the shopping experience for our customers. Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, rest assured that this will be passed onto the store! Thanks, UO Team.
Perfect experience
We really like the designs and fashion. Pefect service!!! Excellent carry bags. What more can we ask??? Perfect!!!
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service, and that you've enjoyed shopping our collection! Rest assured that this has been passed onto the store! Thanks, UO Team.
Complaint ignored
£105 shoes arrived broken (strap snapped) as a resolution I was offered a 15% refund for a pair of shoes that are completely unwearable. Awful customer service. Emailed my grievances and have been ignored
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that your shoes have arrived this way, rest assured that this has been raised with the relevant teams as this isn't the service we aim to provide our customers. If you could please email our customer service team directly on customerservice@urbanoutfitters.co.uk with an image of the returns postage receipt, we can get the full refund issued. Our apologies for the inconvenience caused. Thanks, UO Team.
Great store with unique clothes and…
Great store with unique clothes and interesting items. Nice staff
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you've enjoyed shopping our collection! Thanks, UO Team.
Parcel did not arrive
Parcel did not arrive, currently 12 days late, chat bot just put me in a queue but I have to go to work. Can’t actually speak to anyone.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the order hasn't arrived, sadly this looks to have been lost in transit. Rest assured that this has been raised with the carrier as this isn't the service we aim to provide our customers. If you could please contact our customer care team directly on customerservice@urbanoutfitters.co.uk, they will be able to assist further. Our apologies for the inconvenience caused. Thanks, UO Team.
Easy to oder and delivered swiftly
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you're happy with the service! Thanks, UO Team.
A great shop
A great shop. Helpful staff !
Clothes etc are fabulous - superb brands and quality.
24 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping our collection, and that you're happy with the service! Rest assured that this has been passed onto the store! Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry for the issues you've been experiencing while shopping with us. Rest assured that this will be raised with the customer service team as this isn't the service we aim to provide our customers. Our apologies for the inconvenience caused. Thanks, UO Team.
There is a lighter line on the top…
There is a lighter line on the top which didn't come off after washing it...
22 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the order has arrived this way, rest assured that this will be raised with our Distribution team as this isn't the service we aim to provide our customers. If you could please contact our customer care team directly on customerservice@urbanoutfitters.co.uk with images of the item and your order number, they will be able to investigate this further. Our apologies for the inconvenience caused. Thanks, UO Team.
I am the first time buyer before I…
I am the first time buyer before I notice you are not a second handed shop. Until my husband bought a leather jacket then I can see your products are suitable for all ages even as we already over 70s.
Products are good, staff are good. I will definitely come again.
Keep it up.
23 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us, and that you're happy with the service! Rest assured that this will be passed onto the store! Thanks, UO Team.
I bought an E gift card which didn’t…
I bought an E gift card which didn’t arrive and when contacted them about the issue, received a very confusing message about where and who it has been resent to.
24 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that this has happened. The egift-card had been resent to the original email address provided, but it can sometimes go to your junk/spam folder. If this isn't able to be located, please contact our customer service team directly on customerservice@urbanoutfitters.co.uk. Our apologies for the inconvenience caused. Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're sorry to hear that the order hasn't arrived, sadly this looks to have been returned to sender. Rest assured that this has been raised with the carrier as this isn't the service we aim to provide our customers. If you could please contact our customer care team directly on kundenservice@urbanoutfitters.de, they will be able to assist further. Our apologies for the inconvenience caused. Thanks, UO Team.
Black super short skort
I recently went into Urban Outfitters, tried on a few things and bought a black super short skort. I nearly bought a dress in the sale too but my budget wouldn’t allow both.
The fitting rooms were great!
I’m very happy with the skort and I adore the mini tote bag it was placed in by the server!
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you love your purchase, and that you're happy with the service! Rest assured that this has been passed onto the store! Thanks, UO Team.
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're so glad to hear that you've enjoyed shopping our collection! Thanks, UO Team.
The store is really nice and clean and…
The store is really nice and clean and the clothes are presented well and sorted by different styles and brands that they offer. The staff was kind and helpful.
24 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us, rest assured that this has been passed onto the store! Thanks, UO Team.
first time buying from Urban…
first time buying from Urban Outfitters, birthday present for young granddaughter. Easy process to purchase. Kept informed at each stage of delivery, which was great. Cannot fault your process.
25 August 2026
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this. We're glad to hear that you've enjoyed shopping with us, and hope that your granddaughter loves her present! Thanks, UO Team.
AVOID THESE SCAMMERS
Avoid this company at all costs. My parcel was delivered to a random address, GPS shows this, total wrong street, and it says delivered to a neighbour sisters house, I don’t have a sister and how can I trace that no street name is called sisters house. Evri confirmed my parcel is lost as they cannot locate it but urban outfitters emailed me to tell me they have reviewed this and it has been delivered to the correct address even though the tracking clearly says it’s been delivered to a neighbour and the GPS is a different street from mine. It’s scary to think someone has actually reviewed this as they say and claim it’s been delivered to the correct address with all the proof it hasn’t been you wonder how these people can be getting a wage when they aren’t capable of reading a screen. Evri says it’s lost, gps says it’s in a different area, delivery photo shows a random door, no address on the tracking provided, no name on the tracking provided. Between evri and this company it’s worrying what we are dealing with here dumb and dumber the movie springs to mind
Order - TP58427100
7 September 2026
Unprompted review
Reply from Urban Outfitters
Hi there, thank you for your feedback and we appreciate you taking the time to provide this feedback. We're sorry to hear that you've had these issues with your delivery, rest assured that this has been raised with the carrier. We would recommend updating your delivery preferences to assist with future deliveries, and our apologies that we're not able to assist further on this occasion. This can also be disputed directly with your payment provider. Our apologies for the inconvenience. Thanks, UO Team.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.