Urbandecay Reviews 

I bought an urban decay troublemaker mascara as a present for a 17 year old. When it arrived it turned out be be an unsuitable present as it states that it is 'sex proof' on the box (this was not in the product description on the website). On contacting customer services they said they would refund the product and my postage if I put proof of postage in the parcel (which I did). They have refunded the product but not the postage as they are saying I did not send proof of postage. Surely the proof of postage is the fact that they received the product! Their customer service is appalling and I will never buy an Urban Decay product again. Other companies look after their customers much better and describe their products more accurately.

Palette received cracked everywhere , sent them photos, was told i need to pay for the return postage myself. And then they will refund after. No prepaid label to return given. Not impressed.

Didn’t receive my order. Won’t be using again.

I bought a primer from urbandecay.co.uk a month ago. When it arrived, the pump was faulty as it was missing a part. I contacted Urban Decay with photos, asking for a replacement pump. I was ignored, sent a rude email about how I needed to return the product and "if we find a fault you will get a replacement" as if the photos of a clearly faulty pump were not enough. They ignored all of my questions. I called them to confirm and they said a return or refund can take up to 6 MONTHS to process from when they receive the product. I have only had 2 faulty makeup items in my life, and the company for the first product replaced the item immediately with full apologies. Urban Decay are slow, rude and seem to want to leech as much money as possible for as long as possible. Won't shop with them again.

Purchased my regular razor sharp “deep end” eyeliner from house of Fraser. This product on opening had a fault with the applicator brush in which the bristles were turned upwards preventing use on the eyelid in a line. I tried to use but couldn’t as was not fit for purpose. House of Fraser stated they did not accept returns so I was left to email urban decay. They did respond stating I was to send the item back for inspection and gave address etc- which I did, enclosing my receipt. After many weeks waiting I did get an email saying it was being passed to the inspection section, then another from someone who was handling the case and due to inspect, more weeks on the response finally was that yes indeed it was faulty and would be replaced. My purchase was end of July and we are now mid October. I was waiting more weeks only to get another email saying the eyeliner is now out of stock and I was to choose another. At the end of my tether I demanded a refund, more days later they ask for address to raise a cheque which again will be a further 4 weeks. Despite me voicing my opinion on the length of time and unacceptable customer service the response was simply that the comments would be passed on for future reference. It’s a joke. I won’t be purchasing again and maybe I will be lucky to get my £17 refund cheque by Christmas!!!! 🎄 my issue is they don’t seem to care about rectifying to the customers satisfaction or restoring customers faith in the product.

Ordered 3 products and only 2 products arrived although the delivery note included the 3 and I had been charged for all 3. Called customers services and they assured me that I’d receive an email within 24 hours. After 3 days of not hearing, I called again after waiting 20 minutes for someone to pick up. They assured me again that I would receive an email. Two weeks later, I still haven’t received a response. I’ve now tried sending them an email but still no response.
I have never received such terrible service in all my life. They’ve stolen £25 from me. I know it’s not a lot but it’s the principal. Feel like taking them to court.

Ordered 2 foundations. One was the existing range “skin” and one was the newest and ordered when it first came out. Over excited, I ordered but sadly ordered the incorrect shades. Reviewed the returns process and was disappointed to see I can’t exchange and I must return, wait for a refund and reorder! I packaged both of them up in their original condition with the correct paperwork and 2 months and several emails, DMs and calls and no response or refund. ID are now ignored my contact attempts! Disgusting behaviour by such a huge company!! At 30£ a bottle there was no way I was reordering until I received my refund. Now I’m out 60 quid! Will be going back to benefit make up!!

House of Fraser Belfast - urban Decay. They treat their staff like crap. Bullied my daughter out of her job because she showed them up to be useless. Couldn’t take it that she was better than them so they made up things to accuse her of until she eventually decided to leave after they Verbally abused her

Literally ordered something 3 days ago now I know it might be busy or have a lot of orders, but when my perfect still hasn’t been processed 3 days later and delivery normally takes 3 to 5 days it’s abit of a joke, they haven’t even take money out of my account either, I mean is my order even coming or what do I just cancel it and go somewhere else, like what if I order somewhere else and then they still take a payment so confused, also very disappointed and gutted.

I had the best experience at urban decay in selfiriges at the Trafford centre !! I recently had my foundation colour matched in Debenhams in Manchester on market Street, and I was matched totally the wrong colour. so I visited the Trafford centre store and a lovely guy who was welsh gave me the best advice and painted my face amazingly, sorry I can’t remeber his name I’m awful with names!! But his service is something I will never forget. He was so lovely and I honestly felt like we had been friends for ages, he asked me how my day was and before we know it we’re talking about our holidays and famous makeup faces we have both met! he showed me what products best suited my face and the CORRECT COLOURS!! I Went in to buy the all nighter foundation and I have now came out wanting to buy so much more!! Can’t wait for pay day lol. Honestly the most loveliest, talented guy I have ever met !! He was also gorgeous and made me feel gorgeous too!! I hope he gets to see this or his manager does because his customer service and lovely persona is something that shouldn’t be ignored 🖤

If I could score this zero stars I would! I have ordered eyebrow pencils/brush online from Urban Decay a few times. The product is ok, mostly, but on two occasions now I have had a faulty brush end to the pencil. On this last purchase I emailed to ask for a replacement and sent a video and photo explaining the fault. I was asked to return the product for inspection. This I did and was advised it would take 10-14 days for the product to arrive and to be investigated ... it is an eyebrow pencil! A month on, I had heard nothing despite chaser emails. Two more phone calls later, 'apologies for the delay we will send an urgent request to the warehouse'. I asked to be notified by email when the replacement was despatched. Nothing. I called again this morning and was told it would take a further 10-14 days to arrive. 6 weeks in all to replace a faulty product that I had paid full price for on the UD website which should have been replaced immediately they received the evidence of its fault (ie my video). My advice to anyone else - never purchase anything from this awful company, as they don't give a damn about their customers, or take their complaints seriously. Appalling business ethic that deserves the appropriate response from its (former) customers!

I’ve been using UD for a long time. Always happy with the products, and they do just what it says on the tin. Great.

I have/had an online account with offers being sent to me via my email. Great.

I was sent one offering me 15% as a VIP customer. Wonderful!

Only it apparently got sent to another address...and this is where the ‘fun’ starts...DPD say it had the wrong number for my address which was why it obviously got refused, and went back to the depot for return to L’Oréal.

I rang L’Oréal customer services where a girl informed me that THEY didn’t get my address number wrong...😳...so I explained that the address used on my online account HAD NOT CHANGED.well we didn’t put the wrong number on the packet 😂🙄 . she says, there’s nothing we can do until the package is returned and then we can do a refund which will take 7-10 days and you can reorder but you can’t have the 15% you ordered because it’s no longer valid..WHAT??

Story short, it gets escalated to a ‘senior escalations advisor’, who (quote) ‘will get in touch wiv you, maybe today, maybe tomorrow’..(Am i in Jamaica again??, you know, manyana, manyana)? Who suggest I reorder and they will honour the 15%..well great, thanks for your wonderful customer service skills...no really, I couldn’t have heard a young woman so bored and unwilling...ever_

I bought an eyeshadow palette could not open and sent it back with proof of purchase, a photo and the actual palette. After various emails over months, it was sent back to me as there was nothing wrong with the contents, but was really difficult to open. So unhelpful. I actually today went to Debenhams in Leeds city centre , as I bought it from Debenhams, and the consultant Louisa was really helpful, and she did manage to prise it open after a few attempts, and agreed it did not open how it should. I took other items to replace it. I will not buy again after such a load of hassle
Sue Snodin

Still waiting for my refund no correspondence will be getting a phone call today!! Been over 3 weeks since I ordered and tried to cancel over phone... a week since I sent the item back. Why are Urban Decay trading online it's a joke !

The website crashed as I was placing the order and has put the order through twice. A week since then I have received no confirmation of either of the orders being processed or dispatched.
I have filled in an online form query asking to cancel one of the identical orders but received no reply.
I have sent a direct email asking not to disatch one of the orders and in fact update me as to why besides my money being witheld I did not receive any order confirmation or in fact any other communication from UD since a week.
All I got was a response that once the order is placed it cannot be cancelled from a person who clearly has not read my query properly. So as of now, no order, no decent response and double the order amount is pending on my card. I wonder if there is any chance I can cancel it with this rubbish company

Spoke to someone in an offshore call centre in the east. Barely any English spoken. Couldn’t help me at all. Couldn’t offer me a refund and couldn’t offer to change the mobile number on the order. Tried to explain that DPD don’t deliver to my area and that I need Royal Mail. Completely ignored and refused!! Refused to refund or help me even though the item had not been shipped yet and had not been shipped for over a week! It should have arrived within 5 working days form placing the order. Came away with no item and no refund! Item never came in the end. Useless. Robbery!

Bought two eyeliners from ud - ‘razorsharp’ eyeliner. Nothing wrong with the product itself but the casing broke, twice. The casing is far too delicate and not fit for purpose.
The girls on the phone vilified me for dropping the product on the floor (from 4ft on to slip proof vinyl), they told me it was my fault. I explained that the product needs to be seal-proof and that the casing needs to be relatively robust but they failed to agree @ £17 a pop it’s not acceptable. Was promised a call back, but received an email by Daniel referring to the wrong product and re-iterating ‘accidental damage’. I then spoke to a vicious girl, I’ll call her Charlotte - she was obstructive, unhelpful, passive aggressive and damn right rude. She promised that ‘Daniel’ would call back (he didn’t)
They claim that they have one complaints officer - Daniel. They don’t really have a customer service line, they’re in breach of the Consumer Rights Act 2015.

I used to buy urban decay and was a loyal customer but urban decay is not loyal to their customers. The service and product facilities used to be good now nothing . When I bought a palette before with it cane a booklet showing us more than one way to use the palette and put makeup and also there was a small primer. Now nothing !!!!!? Why ? didn’t want to buy urban decay anymore but I did today from Dubai airport because the sales lady was really nice and welcoming her name is Eva. I hope urban decay raise the par once more with their service and put back the makeup guidance booklet.

Placed an internet order (£190 worth) on Sunday night and paid the extra for next day delivery so I would have expected the items on Tuesday. Received the order on Tuesday, but received only 3 out of the 8 items. Called customer services on Tuesday night, advised that they would pass this request onto the warehouse and that I would receive an email. Next day, still no email so I called the customer service number again. Still no update. Couldn’t confirm when I would receive my outstanding £103 items but I should here at some point today. What a shambles. Still waiting..... no compensation for the large order and next days extra delivery charges. Would have been better going to John Lewis and purchasing these items. It would have been cheaper driving there and back!

I had a fantastic make over last week with Lisa at the Guildford Debenhams store. She was professional and friendly took time to explain the products and how to use them and although I made a purchase she wasn't pushy at all. As a bonus the naked reloaded palate is great and I loved the result. Thanks Lisa and I shall be back for more!