Roxy T.

Do not ever trust the Urban Outfitters customer service and online ordering team. I order my Baggu bag on September 19th expecting to receive the package by the end of the month by looking at their shipping and delivery timeframe. The package was supposedly shipped on September 21st, after a few days of absolutely no tracking updates I contacted customer service with the concern that the package was lost, and the agents told me that an update would be given to me within 24 hours. There were in fact no updates ever given, and I had to contact the team again and again throughout the week since no updates were given and the tracking was still stuck at "awaiting carrier pickup". Eventually, one agent guaranteed me that my package would arrive by Oct 4 and that I could request a refund if it didn't. I contacted the carrier myself in the meantime and they claimed that Urban Outfitters had not given them the physical package yet.
When Oct 4th came and the tracking was still stuck at "waiting for carrier pick-up" I requested the refund, another agent then told me I could not request a refund and would need to wait another week even though a different agent told me otherwise. I told them that I had contracted them multiple times regarding my concerns and was ignored and that an agent promised me that I would be able to get a refund if I didn't receive the package by Oct 4. I sent them proof of the chat details and they claimed to put the refund in that day (Oct 5) and will appear after 1-3 days.
The refund never came in, when I contacted them again they said I couldn't get my refund and told me to wait AGAIN!
They have done nothing but ignore my concerns lie and give me false information. Terrible customer service with no help and terrible attitude, Absolutely unacceptable.