Urban outfitters customer service

[tizzy21]

anybody else had the most appalling customer service from Urban Outfitters ??? bought some items for dd birthday from London store - just got online receipt which I checked that evening and they had charged me twice for one dress.... cant get a refund remotely so I have to go back to shop ( costing me money and time ) to hand my card over for refund for their mistake..... grrrrrr fuming
looked online and there seems to be a lot of complaints re their customer service. I cant believe they cant sort it out without me having to go back to shop !

Not experienced any problems (cross fingers) DD buys on line and instore .
I always insist on a paper receipt ( I know loads of shops want to do paperless but I don't)

I really would dig my heels in about the going back to the shop though, take your enquiry higher .

As an aside , how much did you spend that you didn't notice a double charge? Most of their dresses are £40-£50+ !

Phone your bank/credit card company and get their fraud department to claw back the money. I had this happen, ordered online, got charged twice and the. The order inexplicably cancelled with no refund. I went through my bank to get the money back

I don’t think any retailers refund store purchases remotely (unless it’s via bank transfer, cheque, PayPal, gift card etc). It’s different with an online order as they already have your card details. That aspect of your frustration is justified on their behalf - how can they just refund you? Store transactions have to go through the till system - again it would be different if this was an online purchase. You are technically going in store for a refund of the 2nd dress that you were incorrectly charged for, it has to be recorded on the POS system and the worldpay card reader etc

You shouldn’t have to go back to the London store if you don’t live there, any store will do.

If you can’t get to store, you can message them back and ask for a payment method mentioned above. If not, chargeback with your bank.

I had a rubbish experience with them many years ago. Apparently they attempted to deliver my order 3 times but the driver couldn't find my address. I lived 3 doors into a close with one way access , it took weeks to get a refund, then they didnt refund me the p&p