Less than one star. This company never delivered my 6 year old’s birthday present, the main present he wanted was a skateboard. It’s still not here now… No tracking information, no updates, lack o... See more
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Awful experience, makes me wonder if this is just a scam business? Order placed and delivery expectation set as 5th August. By 10th nothing has turned up and no notification of dispatch. Custome... See more
Company replied
Total scam. Sent me wrong item. Zero response until I escalate to Amazon Pay. Finally provided return instructions. Asked for photo evidence but never responded again. Returned item immediately. 3 w... See more
Company replied
Order Reference: 31039 (WEB31039) It seems like this company have given up. They're quick to take your money but the items you buy don't show up, and they don't respond to emails.
Company details
Written by the company
Urban Surfer started up as a physical surf and skate store in Exeter back in 1995. A lot has changed since then including a new owner based in the north east. We've grown into one of the UK's largest online retailers of skate, surf, ski and urban clothing.
Contact info
1 Palmer Road, SR8 2HU, Peterlee
- 08448844779
- orders@urbansurfer.co.uk
- www.urbansurfer.co.uk
1.6
Bad
608 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 63% of negative reviews
Typically replies within 1 month
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Great price, fantastic service
A lot cheaper than the high street, fast delivery, great communication. What's not to like?
8 October 2014
Unprompted review
Reply from Urban Surfer
Hi Benjamin,
Many thanks for your kind review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
Kindest Regards,
Reply from Urban Surfer
Hello Jamie,
Many thanks for your kind review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We hope you shop with us again!:)
Kind Regards
Danielle Foster
Great service with fast delivery
I placed my order on Friday and it arrived exactly as described today (Monday). Brilliant service with quick delivery and was kept informed throughout
22 September 2014
Unprompted review
Reply from Urban Surfer
Hello Justin,
Many thanks for your kind review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We hope you shop with us again! Your a great customer:)
Kind Regards
Danielle Foster
Still waiting for my order 11 days up to now
Ordered a pair of shorts 11 days ago, very quick to take the money, not so quick to deliver what I have paid for.
17 September 2014
Unprompted review
Reply from Urban Surfer
Hello Anthony,
I am sorry you feel you have not had the best service, given the item you ordered has not arrived with our postal courier. We responded to your email from today advising we would be happy to refund you or send another one out.
I can assure you we are not quick to take the money, it's just unfortunate that once the item leaves us we have to rely on our postal company to deliver the item.
It was shipped very quickly so yes you should have received it by now. I believe we dealt with this promptly and to the best of our ability given the correspondence was only received today.
I hope that we can resolve this for you asap.
Kindest Regards
Emma Roberts
Great product and fast delivery! Thx
I'll recommend Urban Surfer to everyone
8 September 2014
Unprompted review
Reply from Urban Surfer
Hello Grzegorz Stremlau,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We hope you shop with us again! Your a great customer:)
Kind Regards,
As good as online service gets!
Order was placed and the process to get it to my door started immediately. Processing, shipment & delivery all within 24 hours of ordering. With service like this & the royalty points? I'll be shopping again!
7 September 2014
Unprompted review
Reply from Urban Surfer
Hello Louis,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We are pleased you will be shopping with us again! :) many thanks!
Kindest Regards,
damaged. 2nd hand?!
My shoes arrived today in a box held together with sellotape and it looks as though the shoes have previously been worn. Won't be using them again.
6 September 2014
Unprompted review
Reply from Urban Surfer
Hello Matt,
Firstly may I apologies for the bad experience you have had shopping with us.
As we have received no correspondence from yourself we did not get the chance to rectify the problem.
As there is no details of your order on this review we could not trace the order to take a look.
I can assure you our items aren't second hand and we are concerned that they have arrived with you in a bad condition.
Please get in touch with us so we can look into this for you and hopefully rectify your problem.
Kindest Regards
Emma Roberts
terrible would never shop again from them
by far the worst site ive bought from! I bought a pair of sandals they took the money from my account then the next day my mother bought a pair of the same sandals but they were an extra £10 from ebay and it turns out that they were from the urban surfers ebay store then i got an email saying that they werent in stock but my mother still got hers delivered so if anything they should have told my mother there were none left and not me since i ordered the day before and had the payment accepted! I think they have been unprofessional and sneaky for the extra £10 they made!
4 September 2014
Unprompted review
Reply from Urban Surfer
Hello Thomas,
Firstly I would like to apologies for the problems that have occurred.
We send out items that come in over the weekend on a Monday so this is how the other order was sent out before yours in error, we have multiple pickers and packers and this is where the error occurred, one was packed before the other, we are reviewing this as this is not normal practice for us and we do send and honor orders that arrive in first, there had been a technical error which meant the item was ordered twice over the course of the weekend. All of which I hope I explained to you in our previous correspondence
Obviously the above is no consolation to the errors we made and we have refunded the difference in cost to the other order as a gesture of goodwill.
Once again please accept my sincerest apologies, I can assure you we do not carry out our processes like the above, it was genuinely a one off and will not happen again
Kindest Regards
Emma Roberts
Quick delivery, excellent communication
Order some shoes for a present very happy, item as described and loved the sweeties in the bag nice little touch. Thank you
2 September 2014
Unprompted review
Reply from Urban Surfer
Hello, Rochelle,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We're glad you liked the sweets, we do too :)
Kindest Regards,
Reply from Urban Surfer
Hi Zapper,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We really appreciate the kind review and hope you return to us :)
Kindest Regards,
Outstanding. Thank you.
I initially emailed re the price promise and was very promptly sent a voucher for the difference in price plus and extra 10%.
I used the online chat facility which was very quick and very easy to use.
Ordered the shorts I wanted at the best price I could find and two days later they were at my door.
A fantastic service from friendly people. I can't think if anything negative to mention at all. I will definitely be using this company again.
24 August 2014
Unprompted review
Reply from Urban Surfer
Hi Carl,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We are really happy that you will be returning to us and we're also glad you liked the shorts :)
Kindest Regards,
First time with Urban Surfer but will be back!
Never used Urban Surfer before but thought it was worth a go with their sale as they offered an extra 15% off the sale price.
I ordered a Zoo York hoodie and T-shirt with the free 3-5 day shipping on a Sunday and it arrived early on Tuesday so can't complain there!
The hoody and T-shirt are perfect too , can't fault the quality at all.
Overall very impressed and would recommend!
22 August 2014
Unprompted review
Reply from Urban Surfer
Hi Gary,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We really appreciate the kind review and hope you return to us. :)
Kindest Regards,
Excellent service
Shoes as described; excellent communications; speedy delivery. My daughter was wearing the shoes the day after placing our on line order. Superb!
21 August 2014
Unprompted review
Reply from Urban Surfer
Hi Roz,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
I'm glad to hear that your daughter liked the shoes :)
Kind Regards
Great service, would definitely use Urban Surfer again!
The ordering process was nice and quick, received plenty of email communication during the process to.
20 August 2014
Unprompted review
Reply from Urban Surfer
Hi Jon,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
Kind Regards
Perfect transaction - super quick too.
Ordered these converse boots on Monday afternoon & they were delivered Wednesday morning. Lovely item & great price too. Would definitely buy from here again.
14 August 2014
Unprompted review
Reply from Urban Surfer
Hi Jane,
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
Kind Regards
Brilliant from start to finish!
I emailed with a sizing query and got one straight back. Great communication, fast shipping and brilliant product. Also came with a discount code for next purchase that I will defo be using!
9 August 2014
Unprompted review
Reply from Urban Surfer
Hi Kath
Many thanks for your awesome review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
Kind regards
Excellent service, speedy delivery, cool shades!
I bought some shades for my 12 year old son for his holiday. When most places had sold out, Urban Surfer, had a great range for him to choose from and not too expensive. I was having computer problems and accidentally bought them twice. Urban Surfer noticed my mistake, cancelled one order and emailed me straight away to let me know. The glasses arrived within 48hrs. They were exactly as shown in the picture. We're both happy.
7 August 2014
Unprompted review
Reply from Urban Surfer
Hi Kate
Many thanks for your review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
I trust your son enjoyed his holiday! :D
Kind regards
Cheapest Price & Fast Delivery
Cheapest Converse I could find and delivery was really quick. Great service
4 August 2014
Unprompted review
Reply from Urban Surfer
Hi Andrew
Thank you for your awesome review. We do pride ourselves on offering competitive prices across our full product range.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
Kind regards
Reply from Urban Surfer
Hi Richard
Thank you for your 5 star review.
Don't forget you earned loyalty points with this purchase. Each Urban Surfer loyalty point is worth 50p. You can redeem these off your next order by logging into your account and converting the points into a voucher code, or, you can save them up for a bigger discount at another time. They are yours to use however you want, whenever you want!
We hope you enjoyed your sweets ;)
Kind regards
Doesn't get any better than this company. Free sweets as well.
Ordered some shorts online in the afternoon and they arrived the next morning. The cheapest price for the shorts I wanted and I got some free Urban Surfer rock as well. Sweet.
29 July 2014
Unprompted review
Reply from Urban Surfer
Hi Martin
Thanks for the awesome review.
Don't forget you earned loyalty points with this purchase.
We hope to be of service to you again in the near future.
Enjoy your Urban Surfer rock ;)
Kind regards
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