Urban Outfitters: most-reported complaints
- Complaints in recent reviews
- 96% of 102 recent reviews analysed
- Most-reported issue
- Delivery failed 50% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 1.4 from 2,100 total reviews
- Review window analysed
- 2024-12-01 to 2026-10-28 102 reviews
- Sector
- Retail
Automated analysis of 102 public Trustpilot reviews published 2024-12-01 to 2026-10-28. TrustScore 1.4 from 2,100 total reviews — see the Trustpilot page. Quick answer: is Urban Outfitters legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, citing 49 instances where items arrived damaged or incorrect, such as curtains arriving significantly shorter than ordered. Customer support is another frequent complaint, with 45 reports highlighting unhelpful service and slow refund processing times. Additionally, 20 reviewers stated that refunds were refused despite requests, while 16 reported receiving faulty products with defects or stains.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
What are the most common complaints about Urban Outfitters?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Delivery failed | 50% | 49 | falling | |
| Support unhelpful | 46% | 45 | steady | |
| Refund refused | 20% | 20 | steady | |
| Faulty product | 16% | 16 | rising since 2026-04 | |
| Support unreachable | 13% | 13 | falling | |
| Refunds delayed | 11% | 11 | falling |
Delivery failed
49 reports · 50% of complaints“I ordered curtains that arrived 5.5 whopping inches shorter”
2 readers marked this review helpful on Trustpilot.
“They ship the wrong items. Double charge”
1 reader marked this review helpful on Trustpilot.
“never arrived and trying to get a refund had been really hard work - they have had my £50 for over a month”
1 reader marked this review helpful on Trustpilot.
Support unhelpful
45 reports · 46% of complaints“They will take longer than their return processing time to refund you after they receive your return.”
2 readers marked this review helpful on Trustpilot.
“They ship the wrong items. Double charge”
1 reader marked this review helpful on Trustpilot.
“They tell you lies, misinformation and then don’t refund you”
1 reader marked this review helpful on Trustpilot.
Refund refused
20 reports · 20% of complaints“They tell you lies, misinformation and then don’t refund you”
1 reader marked this review helpful on Trustpilot.
“Received the incorrect item they sent me back at their warehouse”
1 reader marked this review helpful on Trustpilot.
“On an order of almost 800$ I received only 2 items”
1 reader marked this review helpful on Trustpilot.
Faulty product
16 reports · 16% of complaints“I received defects and stains in all 3 of the items”
1 reader marked this review helpful on Trustpilot.
“I never received my most recent order!”
1 reader marked this review helpful on Trustpilot.
“I was charged twice.”
Support unreachable
13 reports · 13% of complaints“took my money but no goods delivered now not answering my emails”
1 reader marked this review helpful on Trustpilot.
“Received the incorrect item they sent me back at their warehouse”
1 reader marked this review helpful on Trustpilot.
“didn't get my order, they don't answer my emails”
1 reader marked this review helpful on Trustpilot.
Refunds delayed
11 reports · 11% of complaints“They will take longer than their return processing time to refund you after they receive your return.”
2 readers marked this review helpful on Trustpilot.
“never arrived and trying to get a refund had been really hard work - they have had my £50 for over a month”
1 reader marked this review helpful on Trustpilot.
“over a month later still had not received confirmation of the return or had the money back.”
1 reader marked this review helpful on Trustpilot.
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-11-10 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 249 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 28/04 6pm Win an Urban Outfitters Goody Bag (collect from Leeds 29/04)”, “E:01/11 Win £100 To Spend At Urban Outfitters ( 5 Prizes)”, “E:06/03 Win 1 Of 5 £500 Shopping Sprees At Urban Outfitters”.
Elsewhere: 3.9★ on Google (1,690 reviews, as of November 2026) — a 2.5-star gap between its Trustpilot and Google scores.
TrustScore over time
1.4 → 1.4 across 9 census measurements since 2026-10-05. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 9 dated readings
2026-10-05 (0%, 0.0d) · 2026-10-17 (0%, 0.0d) · 2026-10-20 (0%, 0.0d) · 2026-10-23 (0%, 0.0d) · 2026-10-26 (0%, 0.0d) · 2026-10-29 (0%, 0.0d) · 2026-11-01 (0%, 0.0d) · 2026-11-04 (0%, 0.0d) · 2026-11-10 (0%, 0.0d).
Severity: 37% of this company’s 98 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.3 days between the experience and publishing their negative review (99 reviews record both dates).
Sector benchmark: delivery failed makes up 50% of this company’s complaints vs a 21% median across 175 ranked companies in its sector.
Review velocity: 110 of this company’s 2,100 Trustpilot reviews (5%) were written in the last 12 months.
Other UK companies with evidenced “Delivery failed” complaints
- USB2U
- Uttings
- viagogo
- Visa Cuba
- Vonhaus
- WaterCoolersDirect.com (The WCD Group)
- Wayfair UK
- Welly Warehouse
- Wild
- William May Jewellers
See all companies by issue: Delivery failed · Support unhelpful · Refund refused · Faulty product · Support unreachable · Refunds delayed · Sector table: Retail in the UK
Compare Urban Outfitters with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-10-29.