Urbanexcess Reviews 144

I had to return an item and through my own stupidity I didn't read the returns policy properly but Millie sorted out the problem kindly and professionally. I will continue to use Urban as they have great deals and delivery is spot on and excellent customer service

Great customer service, quality product. Would do business with again.

Was nervous about returning an item after reading some of the other comments. But my experience was a good one. The follow up emails were really polite and prompt. And the refund arrived within 5 days.

On enquiring about a products waist size from the online shop Millie came back to me with all the information I required, was helpful and patient, a great service and Millie is an asset to the company, many thanks

Great product. Fantastic service

Fra

I had to return an item and after a small confusion about the returns address a refund was issued

Service from Urban Excess was outstanding. The service from DPD not so good but that’s another story. Worth mentioning that Urban Excess dispatched the jacket on the day of order and did what they could to resolve the delivery problem. As for the jacket… I love it. A fine piece of French workwear

Do not buy from this company. They dont know what "customer service" means. Deliveries are late. Then if you try and return something they make it impossible. it took me 3 months to return a jumper. their return address does not exist. you have to pay for your own returns. they dont even compensate you when they refuse packages. and they still refunded me the wrong amount. they take about a week to respond to any email. horrible service.

Great service, fast delivery. I love the Stetson Hatteras Newsboy Cap, it feels like I've always worn it.
Perfect fit as well. The retailer's site provided its circumference, which helped with my purchase decision.

DO NOT TRUST THIS COMPANY. Item returned. Been over 4 weeks. Item received by Royal Mail. UE keep saying they haven't received it so can't process refund.

Shocking customer service!

Avoid, bought boots were far too big as per their return policy did everything they asked for, they received the parcel had it for over two weeks ended up having to start a dispute with PayPal to get the money back, they stopped replying to my emails also when I asked if the refund was coming, won't be using them again or recommending

Terrible customer service.

Described an item incorrectly.

Haven’t sent me a refund.

I bought two similar items, one of which had to be returned. Customer services were great when I contacted them to see if they had received it after a bit of a Royal Mail failure! They replied to my emails promptly and issued a refund.
I bought some Cahartt cargo pants which were great and my Grandson loved them.

Like the most recent reviews, I returned a product on 28/12/2023, was told the exchanged product would be dispatched last week and the told today that the product was now out of stock and I would receive a refund.

This whole fiasco has lasted nearly one month. The communication is shocking, there is no phone number and it takes days to receive an email response. I'd genuinely use this company with caution.

I used UE to buy some jackets in December. Goods delivered really quickly and after service to return an item used for sizing only was great.

Absolutely terrible company. DO NOT BUY from them. Order returned on 3rd January and no communication. Now passed the 5-10 working days. Order value over £400. I will never use again. not acceptable to have no telephone customer support or at least better email communication. In this day and age, not the way to do business. AVOID AVOID AVOID

absolute nightmare to deal with when trying to return items - everything from getting a returns slip in the first place, to lengthy processing times, to then wrongfully refunding me onto a gift card - would not shop again for fear of having to return something.

Returned my item and it was received 4th Jan. it’s now the 18th , urban excess do not reply to emails and 11 working days later I am no further getting this sorted. I was advised 5-9 days. Ridiculous customer service

Purchased a coat as a Christmas present. It arrived and it was too large. I returned the item by Royal mail 48 hour tracked. Urban excess are saying they haven't received it yet Royal Mail have proof it was delivered successfully. I've contacted them on several occasions but they won't reply now. So I now have to take legal advice on this matter. AVOID this company at all costs. Ive lost £188. They also have no phone number you can contact them on.

I made a purchase from urbanexcess that I had to send back , unfortunately I didn’t return it properly and it got lost , the girls on the customer service team were amazing, they kept in contact with me and eventually they located my parcel and gave me a full refund
Thank you to you all for helping so much
Liz x