I usually love Urban, and they sent the package really quickly, but they sent the item I ordered in the wrong color, I was very excited waiting for my new sheets, and felt very disappointed when I s... 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
I received my order and I’m very disappointed with the quality. One of the hoodies arrived with a broken zipper (Jaded london stud monster hoodie), and it had a sequin design from which a sequin has... See more
Company replied
Found just the belt I was looking for, seems good quality. Good ordering experience. Paid for next working day delivery but did not receive til nearly two weeks later
Company replied
Parcel came open - which is ALWAYS a concern. Luckily, everything was there and intact. That said, shipping took slightly longer than anticipated. All of the products however were perfect.
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.
i haven’t got my parcel
i haven’t got my parcel, the evri driver did not deliver it but said that they did. i have enquired on the urban website about it but still haven’t heard anything i ordered it 3 weeks ago now!
11 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 you've experienced issues with your delivery. Our customer service team have emailed to request further information but sadly we're unable to locate your reply. Sometimes these emails can go to your junk/spam folder. If you could please reply back at your earliest convenience or contact the team directly on customerservice@urbanoutfitters.co.uk, they can get this investigated further. Our apologies for the inconvenience caused. Thanks, UO Team.
Doesn’t really look like the picture…,
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 picture. I could upload a picture to show how different it looks if there was an option!
1 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 experienced while shopping with us, rest assured that this will be raised with our Distribution team. If you could please contact our customer care team on customerservice@urbanoutfitters.co.uk with your order number and images of the incorrect item, they can assist further. 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 glad to hear that you've enjoyed shopping with us! 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 you're unhappy with the delivery service, rest assured that this will be raised with the carrier to ensure we're always improving the shopping experience for our customers. Our apologies for the inconvenience caused. Thanks, UO Team.
We have not got it yet
17 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 delays you've been experiencing with your delivery, rest assured that this will be raised with the carrier as this isn't the service we aim to provide our customers. The parcel looks to now be delivered, if this hasn't been received, please contact our customer care team on customerservice@urbanoutfitters.co.uk with your order number and they can investigate this further. Our apologies for the inconvenience caused. Thanks, UO Team.
It look 2 week to arived I had school…
It look 2 week to arived I had school in 2 day so I was very disappointed and also the price I payed for it for it almost not be here in time
17 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 you're unhappy with the delivery service, rest assured that this will be raised with the carrier to ensure we're always improving the shopping experience for our customers. 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 for the issues you've experienced while shopping with us, rest assured that this will be raised with our Distribution team. If you could please contact our customer care team on customerservice@urbanoutfitters.co.uk with your order number and images of the incorrect item, they can assist further. 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 glad to hear that you love your purchase! Thanks, UO Team.
Not good
The staff weren’t helpful at all in there 2 hours waiting around for them to find items
17 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 will be raised with the store as this isn't the service we aim to provide our customers. 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 glad to hear that you've enjoyed shopping with us! Thanks, UO Team.
The dress came with a stain and I can’t…
The dress came with a stain and I can’t log in even to make a return. Not possible to receive a code they send.
17 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 infocliente@urbanoutfitters.com 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.
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 infocliente@urbanoutfitters.com 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.
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 your purchase, and that you've enjoyed shopping with us! 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've enjoyed shopping with us! Thanks, UO Team.
Customer service was awful
Customer service was awful , signed up for 15% off 1st order , my code wouldn’t work , then they tried to tell me o had ordered a water bottle that was excluded from discount , but it was a handbag I ordered not a water bottle.
Wasn’t the best 1st time ordering experience
16 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 you've experienced these issues while shopping with us. A partial refund has been issued for the discount but rest assured that this has been raised with the relevant team as this isn't the service we aim to provide our customers. Our apologies for the inconvenience caused. Thanks, UO Team.
Returning the package was a nightmare
Returning the package was a nightmare. Other companies can organise it easily, you guys can’t….strange
16 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 items weren't suitable, and that you've had these issues with your return. For further assistance, please contact our customer care 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 glad to hear that you love your purchase! We strive to make our pricing accessible for all our customers, apologies that you feel we fell short on this occasion. Thanks, UO Team.
Fast delivery thanks
15 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.
Made an order & 10 minutes later…
Made an order & 10 minutes later received an email stating the order was cancelled. UO tried to say that all the items in my order had sold out
16 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, sadly this had been cancelled by our Order Processing team as the order couldn't be fully processed. An email should have been sent from the team but sometimes these can go to your junk/spam folder. If you could please contact our team on verifyorder@urbn.com with your order number, they'd be able to advise further. Our apologies for the inconvenience caused. Thanks, UO Team.
Awful customer service and faulty item
Awful customer service. I bought a dog Owala bottle from them (£45 so not cheap)! - it never arrived, got lost in the post and it was a difficult and frustrating process trying to get a replacement sent out. When this finally arrived after 3 months the bottle has started leaking. I messaged customer service to be met with a huge fight to try and prove the bottle is leaking and agents who don’t have a brain cell. Like talking to a brick wall. I’m putting in a complaint and will never buy from them again!!
30 August 2026
Unprompted review
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, rest assured that this has been raised to our Distribution team as this isn't the service we aim to provide our customers. Our apologies for the inconvenience caused, and we're sorry that we've fallen short on this occasion. 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.