Urban Planet Reviews 

I have gone there for 10 years, twice a year to buy my standard black t-shirt and standard black long sleeve for work. Every year. This year I went...... The shirts are all 2 inches shorter!! Shrinkflation. THESE ARE FOR WORK!! Some of us can't be working with our navels showing!! And it's not BC of 'style', because MOST of the shirts were crop top or shorter styles anyway. This was the standard T I have bought for YEARS. It's also a cheaper material! So 🖕 Urban Planet, even TEMU has quality, longer and thicker. I'll be shopping TEMU now. They wanted to save 10¢/shirt on their sweat shop made clothing. Keep your damn shirts. They're not even cheap anymore. AND I asked the sales girl if shrinkflation has hit all their shirts... The sales people definitely know their clothing is now worse than Zellers.

If 0 was an option, that is what I would leave. Horrible customer service, disrespectful, rude. They wear the product for shifts, then put it on floor to sell- disgusting!
I made a purchase at Fairview Mall, daughter didn’t like it returned at Scarborough Town and that where the issues started refused a belt return tags on never worn bought less than 12 hrs previously. When I asked why because I was told I could I was told it was on receipt, it wasn’t then I was told it’s intimate apparel a belt is not intimate apparel , then I was told it was clearance but I paid full price. That’s when they became particularly nasty. I called HQ they just responded with the same attitude. Don’t buy ever from here besides the subpar quality of clothes, the horrible treatment is not worth it

They treat their employees very terribly

one of the worst online shopping exprience.

Bought a jacket and it doesn't look like the online picture at all ( it is 60 bucks). Its way too thin!!!!
Funny enough, after i bought the jacket, they removed that item from the website. Was i the lucky one and bought the very last jacket ??

and when i tried to return it, just found out that if you paid the order using installment method (Klamar) you CANNOT return it in store. you have to ship it back with crazy expense ( at your own) + you have to pay them $5 + original shipping cost to you.

So basically they tell you f*k off and dont return it

Worst customer service. Extremely slow shipping. Package returned to their warehouse for no reason. Took weeks to receive my parcel. No attempt to make this right. Completely dismissed. Will not order from this business ever again.

I ordered online on January 18, 2024, providing the correct address and phone number. On January 31, 2024, I received an email indicating the package had been sent back to their warehouse because the package was "undeliverable." I had received no phone call and there had been no attempt to deliver to me (I have cameras). Upon requesting to have them re-send the package expedited, considering it had been already two weeks, customer service advised me there was nothing they would be willing to do. They informed me that my only option was to wait three days for a courier to pick the package up again, and then for it to be shipped again. Based on the first time it was shipped, this would take another two weeks. This is unacceptable. I requested customer service to address my concerns, without any result. I requested a manager, and was told the manager agreed. This has been the worst customer service experience.

Went to Urban planet located at Eastgate Mall and they have the worst customer service ever. I never had any issues not until today. I simply came in as a customer asking an employee for help exchanging the size of an online order they got wrong. I was given a large instead of what was written on the order which was small. You think it would be that easy but no we had to argue first in order for them to help me. When they refused to help me, she even have the guts to accuse me of raising my voice when she’s the one being so rude, screaming and telling me that she just can’t do anything about it. You’re embarrassing yourself with the tone of voice you had. Do I need to beg for you to help? First of all, I wouldn’t come here if they hadn’t got my order wrong, telling me to send it in mail and get an exchange is not helping me at all. This sweater wouldn’t make it in time for Christmas. She told me that online purchases are totally different from in-store purchases and it would be much easier for them if it was an in-store purchase. She was too lazy to figure out how to help so saying “No we can’t do it” is the easiest excuse. I kept telling her that I didn’t make the mistake on the online order, they got the size wrong. I simply wanted to exchange the size, that’s it! Why do I have to go through all of the trouble to send it back in mail and get the right size when I’m already in the store with the receipt and the sweater? Whatever happened to hiring employees that are compassionate with what they do and are willing to help customers without giving them attitude. I got a kid size sweater which was 10 dollars cheaper than what I bought as an exchange.(Thanks to the blonde lady who actually helped me getting the right size.) I didn’t get any credit for the difference because I was told they just can’t. It’s almost Christmas and all we get are grumpy employees like this. If I could give 0 as a review I definitely would. Her quality of customer service is just so bad.

It was a great visit today. We've been looking for a company Christmas sweater and it makes our life easier to find all size . And the 3 girls named (Ghian, stella and ren) help us find the right size and inventory to other store. Very knowledgeable and people oriented in terms on customer service. I highly recommend them and visit the Cross iron mall. They are super nice and helpful.

Do not purchase from this company in-store or online. You will not receive all your items as the warehouse does not fulfill your order in the allotted time the company has set. I've only had a bad experience with this company's online portal. The customer service is terrible, they will only offer free shipping as a gesture however, you already get free shipping on all order over $100.

My order was missing items and they said their warehouse scanned it so basically its not their problem. I can't even return the items that I ordered because some are missing. I don't trust this company and I'll never order from them again.

Can't refund my money. I spent 94$ on crop tops that I don't like (without padded bra, tits are too small to fit in them). They also don't make many small boob clothes that aren't constricting or totally showing half your boobs in an unflattering, loose way. I am pretty small chested and it pained me to try on an XS size crop top because it constricted so much. But a size S crop top fit too loose. I guess they didn't use an actual size XS/S woman as their model?? Not to mention, those sizes are RARE to find in their Guelph store to begin with. (BTW I am size XS normally)

I have personally never had a problem with their online store or shipping experience. My items are always good quality, the right size and same as shown in picture. Maybe I just lucked out? I dunno, ive shopped 5 or 6 times now but I will continue to shop online. Hopefully this review is helpful to some and they don't just listen to all the bad reviews. Seriously, it's been a great experience every time :)

Never buy from this store. What kind of a store is it, that would not refund your money besides exchange and store credit? This kind of store should not have been allowed to open.

I’m so upset,I ordered online and I been the same size for the last 5 years and I ordered the sizes in 4 different jeans and I even went up a size and they all don’t fit at all, my others jeans I got online from urban planet still fit me, this is the first time this happened and I thought I had found some where that could give me the right size

The return policies are outdated. 2 weeks for exchange or store credit. NO REFUNDS. It's literally impossible for anyone except a manager to make a refund, even then they are questioned and have to write to head office to explain why they failed to issue a store credit. Products are regularly broken, moudly and cheap. The dyes stink and make your skin breakout and rash. Online orders must have a physical shipping label, your email copy (despite having all info) isn't accepted by head office. They also require name, address and phone number for all returns. $100 bills also require ID. Employees, even the ones working 10 years + often don't make a dollar over minimum wage so there's no employee incentive to make a better store.

I ordered 4 pairs of jeans online, both being buy one get one. They messed up and the last pair they were out of completely. They would not let me choose another pair in place of. When I got the jeans (I wear size 7), none of them fit. I never have a problem with ordering online, know my size and everything always fits. One pair was super tight, another pair was proper, and the last pair wore as though they were probably a size 14, coming up to my armpits and could fit another person in them with me. I went to the store to return them and they refused. The woman at the store did try, she called "head office" where they then refused and said where I ordered from has a different head office than the online purchase whatever that means. I have bought clothes online from these guys for probably 15 years. No more. I refuse to shop there anymore.

They have a very poor return policy. They won't provide a refund on anything, and for a large number of items they won't even give an in-store credit. Don't ever purchase anything from here unless you are absolutely, 100% certain that it is the right size, shape, colour, style, etc, of something that you are sure you want, because you will likely be stuck with it afterwards whether you change your mind or not.

Very poor customer service. Cashier was more interested in conversing with her co workers. Didn't even say hello, thank you and stared blankly when a bag was paid for and she plain forgot the bag was paid for.

Ordered Shirts on sale, online.
I will be throwing them all out, or use them as rags. The side seams are way off. One side seam is in the front and the other side, in the back. It's very very very poor quality. Who makes these shirts you sell online? Toddlers? I will never shop at Urban Planet again! Quality is pathetic.

I went to urban planet at Scarborough town center to exchange a jacket they initially allow me to get another one with smaller size then they said I have to pay 30$ for 16$ sale jacket which was ridiculous I will never shop again there and never recommend to anyone worst experience ever had

I ordered my items online and it arrived within two days. It was quick and easy. Items looked true to the images online. I will edit my review if my experiences change in the future. So far 10/10.