Urbandecay Reviews 

I went to get my eye makeup done and the women refused to do my eyes and said it would look bad probs cuz she knows she ain’t good at makeup so I ended getting my face makeup done and she only used about 4 products and I spent £40!!!! Waste of money cuz the don’t do what u want. A load of crap

My experience is very similar to all the shocking reviews mentioned below … whatever you do … AVOID ordering from Urbandecay.
Shame on you Loreal!!! To be associated with such a poor company is a disgrace.

I would give this company zero stars if I could...

I ordered a Naked Heat Palette in the Black Friday Sale as a Christmas present and when it was opened on Christmas morning the brush was missing.

I contacted them and requested that a new brush be sent to me. I spoke to four different people on the phone over two weeks and each person told me a different thing. The customer care advisors have no clue what is going on! The best they could offer me was a 10% refund (so £2.50 for a brush worth at least £15) or to ship the palette back at my own expense and get a refund. I eventually spoke to a manager after spending over an hour on the phone to various people over two weeks and the best who could offer was to ship the palette back at my own expense and get a refund or replacement. When I said I wasn't happy with this because I had wasted a lot of time trying to resolve a simple issue he offered me a 10% discount on my next order (although this was after I had mentioned I was a student so I get this anyway...). The manager was extremely rude, refused to listen to me and then terminated the phone call when I was speaking.

I eventually shipped the palette back and got a refund as I do not want my money going to a company who treats its customers so badly.

Awful customer service.

I purchased the Perversion mascara. This mascara is AWFUL...it smudges onto upper lids throughout the day and it cannot be worn to the gym as it runs into panda eyes after 5 minutes of any sort of sweating at all.

The customer services team simply said there was nothing wrong with the mascara and it simply didn't suit me. DISGUSTING!!!

I am absolutely disgusted with the customer service I have received from Urban Decay - never been so disappointed with it. I ordered an eyeshadow palette on the 29TH OF NOVEMBER for a CHRISTMAS PRESENT which turned up a week later with eyeshadows cracked and damaged. I then sent my order back requesting for a replacement (which a lady for customer service told me to do) from a local post office on the 6TH OF DECEMBER. I admit I lost my tracking number that I was provided by my local post office but not the only one it would happen to right? So I rang on the 23rd December asking if there was any update with my order as it was a Christmas present for my mum which they then said as you don’t have your tracking number we cannot track it (pretty sure they can) and we will raise this with the online team to locate your order. I didn’t expect a response straight away as I knew it was Christmas. I then rang again on the 30th December which then they said the exact same thing they have raised it with the online team but will raise it as urgent. I rang once again on the 3rd Jan to say this is now ridiculous I sent the order back nearly a month ago and said if it wasn’t with me within a week I wanted a refund. For the last time I rang today on 9th Jan asking once again where my order was. The lady told me that a refund was sent to my account on the 6th Jan as the replacement I asked for went out of stock I stated I have not been made aware of this and that I had called about 5 times but yet no one thought to tell me the item was now out of stock and that they were going to refund me. I said that it is not acceptable and that the customer service has been appalling and I think I deserve some compensation in which she told me that do not do which is disgusting. Therefore I will not be ordering from urban decay again and the customer service is outrageous.

I have never been so unimpressed by a brand. I ordered an eyeshadow palette as a birthday present from Urban decay on Black Friday. They proceeded to send me the wrong palette (even though the correct one was on the receipt) and basically say it’s my fault and they won’t do anything about it I just have to package the incorrect order up myself, take it to the post office and request an exchange (which I did). I did this and then over 2 weeks later have received nothing. They say their special Black Friday stock is now out of stock and are unwilling to provide any compensation for THEIR MISTAKE resulting in no birthday present for someone close which was very distressing for me. DO NOT ORDER FROM HERE the customer service is awful and they are unwilling to provide any compensation for their continuous mistakes. Urban decay have lost a customer.

Excellent customer service from Jason at Urban Decay head office!
Super helpful and professional!
Thank you!

Placed my order 26th of November, it’s now 18th December and still no order!!!! Iv rang then several times and all they keep saying is dpd have it.... NO dpd do not have my order!!! Final there is an investigation (told would be resolved within 48hours) one week later still no order.... fast to take my money but not so fast to send my order out!!! Customer service is the pits DO NOT order from these

Don't even bother! Made an order on 10th Dec. order confirmation received absolutely fine, however 8 days later I hadn't received the item nor had I received an update. Made contact with them via email - extremely slow to respond so tried calling - eventually got through to someone who explained that the item was no longer in stock. The lack of communication is unacceptable and clearly needs work. Will not be ordering from them ever again. Beyond poor.

Ordered a product 3 weeks ago, received a Mail 2 weeks ago that my order is delayed. Called them today to check what is happening and get an answer that something happened on the way and that it is sent back to their warehouse and that I will get my money back in 2 weeks. Bought this as a birthday present 1 month earlier so I would get it before her birthday. No Mail at all about it being sent back or something is wrong. the customer service is crap, do not buy from there!

Ordered - payment pending, no sign of processing or shipment and starting to think I won’t be getting the goods for Christmas presents - couldn’t find in stores, the rest of the reviews don’t fill me with much hope

I ordered a palette from the website 2 weeks ago for a birthday present. When it hadn't arrived it took them another 3 days to reply to the email I sent asking them where it was. They then informed me that it was out of stock on the date of purchase meaning I was never going to receive it. Meant that I had to scramble around for a present for my sister in law, rather than getting her the gift she really wanted.

How I wish I’d read the reviews first!! Ordered 2 palettes for xmas presents. Only one in the package delivered!!! Contacted customer services who said 2 had been scanned into package, inferring that I was lying. Appalling attitude. Ordered two, payed for two, received one. Don’t order direct from UD - just don’t.

I would give a minus rating if available.
Ordered an eyeshadow palette online & received an email from dpd with a 1 hour delivery slot. Did not arrive, no card left. I called dpd who said that the sender had requested the item to be sent back so delivery was not attempted.
I contacted urban decay to ask why & for it to be sent to me. Apparently they did not know why but could not resend, I would have to wait for them to receive it back & then another 14 days for a refund. Still waiting.
The item has now increased in price & they will not honour the price I paid to reorder!!!.
Terrible customer service. Refused to put me through to a supervisor or give me the name of anyone to complain to.

If I could give this a minus score i would!
Ordered an item and received an email stating it had been shipped. One week later i chased the delivery date to be advised that their courier DPD had made 2 delivery attempts and that i now had to call them to retrieve my item. I explained that no deliveries had been made, nor any cards left. That my contract was with them and not DPD and as a customer, I shouldnt chase the courier. Received a reply back stating it was now my responsibility to chase this item.
I have since found out that the item i paid for has been sent back to the customer and have raised a claim back through pay pal.
Terrible attitude of customer service staff.

WORST COMPANY I'VE EVER HAD THE MISFORTUNE OF DEALING WITH!!!!!!!
After years of buying L'Oreal products (UD is owned by L'Oreal) I presumed Urban Decay would have the same level of service, I was wrong.
I ordered a present for my daughter, two of the items were correct one was completely wrong. After contacting a very disinterested customer service, I was advised that they would need a picture of the incorrect item and a copy of the invoice, which I duly sent. They then said they would investigate. What needs investigating? the picker put the wrong item in the box? I was then told only after chasing the customer service team that I would, at my own cost have to return the item and wait two weeks for a refund. No mention of the correct item being replaced. After reading the reviews on here, I had no faith that if I did return the item I would be correctly refunded so I kept it. I will never buy in any shape or form any item from Urban Decay again!!!!

As below, I had four failed attempts to order, with error messages saying my bank had declined payment, then PayPal balance payment did not result in an order, although £70 is still unavailable to me 9 days later. The business seems content to allow this to persist. Taking money and no order? Why don’t they care?
Beware.

Do not order from Urban Decay!! Twice I have placed an order online and had confirmation that it was successful but then hear nothing else from them and no delivery. When I chase apparently there has been as issue but they can't tell me what and can't help me order the items successfully. Very rude and unhelpful customer service team.

Oh my god this place is a nightmare to order from I was trying to order my wife some eyeshadow form this place because she had her eyes on a particular product so on tuesday morning I decided to place an order.
Everything was going ok until I clicked pay and then it said please pay another way because there is insufficient funds in the bank! I know what I ve got in the bank and let me say there was more than enough. So then I tried it again and the same happened again so this time I lost 2 amounts of money which I had to contact the bank to get the money that was pending but with no order.
So then I decided to phone them up and ask if there was an order placed and they said there was nothing at all..... even though I did it twice and my paypal went through.
So then again me and my wife tried it again but with a diffrent card on a diffrent day and it happened again saying please use another form of payment and there was no order even though we placed one yet again.
I check my email and there was nothing at all to say the order was placed so yet again another phone call to the bank and stop the money that is pending at there end .
This morning friday I looked at my email and it then says thank you for your order but with no reference number or details what I have purchased! 10 mis later another email came through with your bag is heating and there is no order placed ?? This place is a complete joke and to be honest so is the system DO NOT ORDER FROM HERE because you don't get anything apart from stress .

Absolutely terrible customer service.

Ordered an item for my girlfriends birthday from your website, and 2 weeks later it still wasn't delivered...

Initially took it up with the delivery service DPD who seemed to be at fault, but when it became apparent they weren't capable of sorting it, i came to you with the issue.

Absolutely no interest in helping me... told i need to wait for the parcel to get back to you... then 7-10 working days for the money to come back.. then reorder...

I mean the birthday has well gone now, ruined, and you people couldn't care less about lifting a finger to help considering i brought it from YOU.