Urbanexcess Reviews 144

I was a bit worried when I saw some of the bad reviews after I'd already placed an order but there was no need.
My order arrived without any problems in a couple of days.

Excellent customer service. Quick responses through email. Sorted out an exchange stress free process. Excellent customer service from Sara and Millie

First class customer service! I’m new to this company and was offered a 15% off my first order. Waited for “welcome” email and my discount code - didn’t arrive. I contacted the company - profuse apologies given and 15% refund applied almost immediately on placing the order. Lovely person on the other end of my query - not sure if I can include a name so I won’t but they really went above and beyond!

Quick and efficient!

Great prices and fast delivery, customer service were super helpful fixing a delivery issue and would 100% recommend this company A*

never deal with them. SCAMMERS. I chose next-day delivery but the item was delivered 5 days later. They refused to give any compensation. Totally scammer, never use them again.

Placed an order with 2 day shipping and received immediate confirmation but did not actually receive the dispatch details for 3 weeks. Customer service took up to 2 days to reply each time I emailed and the only way I found help was through the brand's instagram DMS.

While the experience was poor, the item was in good condition when I bought it and the alternate size I requested was provided which was nice.

Would not recommend shopping here unless you can wait almost a month for your product.

Purchased a Stetson Hatteras flat cap to add to my collection! Urban Excess was the best price I’ve ever found them for. Arrived on time, well packaged, and at an unbeatable price! No complaints from me. Very happy with whole experience!

A thank you to Customer Services at Urban Excess for dealing with a complicated return order - especially Sara.

Took my money for an item they didn’t have in stock but showed they did

Quick clear communication. Helped me resolve a warranty issue very smoothly.

Very happy with the product, fast delivery and good customer service. Thank you

Order was placed as next day delivery, 5 days later status was still showing as order placed. Only once I emailed them did they reply and tell me the order can’t be carried out as they don’t have the stock. Should have read the reviews before purchasing as the majority are the same situation.

Being based in the EU, since Brexit I tend to avoid shopping from the UK (tax/VAT, costly returns etc). The website, however, said all taxes included, and in fact I wasn't charged with any import tax (very fast delivery too). Unfortunately, I had to return one item, and was expecting to get it without VAT. Instead, I received a full refund. Overall very impressed with this company, especially because they stock a lot of brands I am interested in. Highly recommended.

Happy with their products and service

Thanks for all your help on the recent purchase of my new sneakers, having had to return an oversized pair too. Appreciated the quick response throughout the refund process, as my decision to change from gift voucher to full refund was corrected quickly. Communication was on point, and you dealt with my query in a swift and positive manner. Thanks

Received only part of my order, when notifying the company about this I was told by the woman behind the service email Mille that there was no fault on their end and there was nothing to be done further about it. I am now out of pocket for something I didn’t get. I should have looked at the reviews on here before ordering as I see others have had the same issue. Avoid this place at all costs, you can shop for the same items elsewhere.

Quick delivery, great prices. I had to return the shirt I bought as it was too big but I got a quick refund. I would buy from them again!

Charged me nearly £10 to try on a pair of shoes. Paid £144.99 and was refunded £135.50 after returning. Prepare to be short changed if your items don't fit and they don't have stock in the next sizes.

The site claims "28-day try on period • Instant Returns via Swap" I feel this is misleading. The cost of delivery is not refunded and you get charged on top for returning the items. Feels a little behind the times when most other retailers offer free returns. If they had the next size up in stock I would have exchanged them, instead I bought them elsewhere. Contacted their customer services team but they were useless.

I won't shop here again now purely out of principle.

Order No: 145864

Seven days after I placed my order, they told me they had cancelled it because they had no stock. But that was clearly a lie because I saw they continued to sell the exact items with the exact sizes on their website but at a higher price! I suppose they didn't want to sell those to me at the price I ordered. They didn't reply to my queries asking for further explanation. They are not trustworthy.