“Bought a pair of boots which I really wanted from Anthropologies on the 8th March this year. They didn't have them on the UK site so I ordered them from the USA and decided I like them so much I would pay for the import fees and tax etc.
Three weeks late they arrive, which is fine because the package had to clear customs and I was charged the import fees, handling fees and expensive postage – all fine. I open the box only to find out that the wrong shoe size has been sent to me. Anthropologie / Urban Outfitters (same company) advertise the fact that they will cover the return postage if the items are not suitable, which they were not as the wrong size was sent.
I call customer services who tell me their return label portal isn’t working and to call back for a return label. After 2 and a half weeks of repeatedly calling America (yes the UK customer service team are US based), they tell me to pay for my own postage via Royal Mail and they will refund me the cost of the postage. I do this and get a refund for the boots only which I send back.
I then have to write myself to HMRC Customs to claim the duty fees back (£100.00 +) and prove I have returned the boots back and, prove I have received a refund. Pictures had to be taken and documents sent. I had to do this twice before I received the refund and I never got my handling fees back from them which Anthropologie refused to refund even though it was THEIR mistake in sending me the wrong boots.
I spent months chasing the postage fees, I have made 30 + calls to the US customer service team costing me a fortune, and eventually in March they sent me a cheque claiming they could not do a refund transfer electronically. My bank was going to charge me more than the cheque was worth just to convert the amount from dollars to pounds, so the cheque was worthless to me. Again about 10 more calls, at least 25 emails sent and only a response that a new cheque for $80.00 covering the bank fee would arrive. We are now in OCTOBER – no cheque, no response from the customer service team and I am out of pocket about £100.00. They offered to give me a 30% off voucher which only lasted a couple of weeks as ‘compensation’ as if I’d actually want to shop with this company again.
It's complicated as Anthropologie are part of Urban Outfitters and so the company act as one unit but are basically the same organisation.
Utterly, utterly shameful and disgraceful service. I shop for everything online and never have I been treated in this way by any company I have shopped with.
8 months since purchase and no action by Anthropology to make things right.
These people are technically thieves. I literally have no words at how upset and appalled I am by the way I have been treated as a customer. None of it my fault. I have done everything by the book.”
“Like the other reviews below - a terrible company to deal with online (I called one of their stores and the store manager said this part of their business was rubbish, which says it all!).
Beginning of May 2022 I bought 4 plates, 4 side plates and 4 bowls (1 of each of 4 colours) - and obviously they weren't sent as one delivery but as different deliveries. After half the order went AWOL, I emailed the company, which prompted most of the other items being sent through - bar two plates.
I emailed again and said I'd have preferred it if they'd have just told me to wait a week and then sent it all though as one job lot. 'Yeap, we'll send it' they replied.
I waited about a month. The plates failed to show up. I emailed again end July 2022 and got told I'd be refunded and would have to reorder. I explained that I'd qualified for free delivery and had had got them at a special offer price - having ordered everything together and to make me now reorder when none of this - esp as none of this was my fault - was a little tight of them.
I got the same standard email.
I asked for a more senior member of staff to speak to me. 'Can't do that' they replied.
I asked for a phone number - got given a phone number with far too many numbers in it (I phoned up a store instead for the number and to see if they had the 2 plates I needed in stock).
Got through to a human (though this is questionable as they pretty much sounded like a robot and read a script). 'We can't help' was the reply from the script.
Got annoyed, demanded to speak to someone else. Got pushed up stream. Spoke to a less robot human.
Refund is happening. Note it on my account so I can get free delivery and repurchase at the discount price. Not real effort to apologies though.
Look online.... on of the two plates is on back order and seems to just be on back order for eternity.
All this for a few plates and bowls - christ think of the van emissions alone in the split delivery, think of the bad rep this company are sowing, think of this lost customer who will now not be buying from them again. Period.
Next time shop local.”
“I have ordered from Anthropologie for years buying at their many stores and online. I was excited to shop their clothing line and established their app. I was a little disappointed when some of the stuff I ordered was expensive but not of great quality. I still continued to order but than I notice they charged my credit card twice for the same items. This happened quite a few times for large amounts of money. I tried reaching out to their outsourced customer service and got no where. Both times I was promised someone would help me resolve this issue and refund me. This never happened so I had to file credit card disputes. Now my app account has been flagged and I can’t order from them again. Well …Anthropologie you’ve made it clear you don’t want my business. Shame on you for overcharging for retail items that lack quality and the shady business dealings. I’m more than happy to shop elsewhere. You probably don’t care that you’ve lost a long time loyal customer! Good riddance and for those of you who are thinking about shopping there “Buyer beware”!”
“I had a bad experience with an expensive candle I purchased that cracked by itself while burning (it wasn’t dropped or banged into, it simply broke after just a few times lit). I emailed customer support to see what they could do and to let them know of a faulty product and every reply was sent by a different agent, each one asking for photos, receipts, order numbers etc etc etc. and finally they said they couldn’t help me bc it was an in store purchase and I have to bring the item into the store to do anything about it!! Why not say that in the first place?! I’m not going to bother since it’s dangerous to carry a sharp piece of broken glass around but after this experience, they lost a customer forever bc I hold grudges!!”
“Products have their design, they’re beautiful and different. But it doesn’t worth the terrible costumer care.
We bought two furnitures online at the end of August. We only bought it because ot was saying the day they would delivery and it was soon. However, they changed to backorder and we never had any more news about it. 4 months has gone and now they said it was supposed to be delivered. Didn’t say when!
So i talked to an agent and he informed us it was supposed to be in december 22th but we wouldn’t be home. I tried to reschedule any other day, i can’t, they don’t allow us to do so.
In sume, don’t buy anything online unless you are someone that NEVER get out from your home. They deliver whenever they want.”
“I bought a few items from Anthropologie. I wanted to return 1 item, so I chatted with their customer service employee to confirm the return policy and if I have to return at the store or if I could ship it back. Their customer care employee said I can return my item using FedEx or UPS and to keep my receipt to get fully reimbursed. I thought this was a good policy given Covid and they are trying to limit people coming into their stores. I also saved this chat. When I went for a reimbursement, I was hung up on several times when explaining the situation and then I was denied the reimbursement once I got a hold of someone. As a company, you should not deceive and lie to your customers. I reported them to the Better Business Bureau, they again denied the claim. Either way, this is not the first time I have heard of a company being stingy and unlawful. They do not deserve your business treating their customers this way.”
“Was supposed to receive items last Friday. No items nearly a week after the told arrival day, no explanation from Anthropologie or UPS other than "there is an ongoing investigation". I have been charged, and since my initial order, the items have been further reduced in price. Offered nothing.”
“I wish someone would create a website selling the same stuff cause they suck. They do not manage inventory on sale items. Means that your chances of actually getting the item you bought is pretty slim. It happens way too often and I think they oversell the item.”
“Ordered a sweater for my wife during Black Friday. No updates from anthro after 3 weeks. Followed up, was promised the package was close by and would be delivered within a few days. Another week goes by, I follow up again. Anthro says they will find the package and says it'll be delivered by Christmas eve. No delivery. I follow up again - Anthro says the package is lost and they will get back to me in 24-48 hours. No one gets back to me. I follow up again. They say they escalated the matter and will get back to me. No one gets back to me. No offer to make this situation right. Just a canned reply from customer service and now, upon my 5th follow up on an item I purchased nearly 5 weeks ago they tell me they will refund the item. DO NOT BUY FROM ANTHRO ONLINE.”
“Obviously the reviews do nothing to make this company want to improve itself.
NEVER EVER buy furniture from them! I bought bedside tables for £600 each and just found out they are being sold on Etsy for HALF the price. Same photo as Anthropologie etc. EXACTLY the same product. Got thru to customer service in the US and they can not and will not price match. They didn’t offer me anything. The manager I talked to said he agreed with me 100% but there was nothing he could do. Essentially they r thieves. I’m so upset and even more angry.”
“I ordered a custom sectional sofa from Anthropologie online on 2/18/2020. I waited for two months to finally have it delivered to me on 4/20/2020. Upon delivery the handlers pointed to extensive damage on the unit - a large rip exposing the framing inside on one of the corners. Distressed fabric on the edges on both ends of the sofa. I was assured they would report this and Anthropologie would contact me to send a replacement.
9 days later, I still had not heard anything so I reached out directly. I was told by Antropologie customer service to send a report of the damage with photos to them so they can begin the replacement or return process.
I was told Antropologie would offer a credit to keep the unit as-is instead. This took another month. After multiple follow-ups finally on 5/29/2020 Antropologie Customer Service offered me a 40% credit to keep the couch as-as and I agreed. There is a pandemic and I am expecting a child so dealing with a replacement did not seem worth the risk to allow strangers to come into my home.
On 6/12/2020, however, I still had not received a credit to my card so I sent another e-mail to follow up. Coincidentally a couple of days later as I was checking for a response, I noticed another message at that time from URBN / Anthropologie customer service from 6/2/2020 refusing to process the credit. Just 4 days after they confirmed in writing the credit was approved...
Had I known this is how they treat customers paying thousands of dollars for furniture, I would have refused the sofa on delivery or straight up returned it and disengaged from any credit negotiations. Now I have a damaged couch and have wasted hours of my time dealing with an issue that should have been resolved with a single call or e-mail.
At this point it has been 4 months since I placed my order and this merchant has failed to make this right after multiple messages and conversations. Furthermore, they blatantly lied to a customer and refuse to take responsibility. They also suppress negative reviews on their site. Submitted one weeks ago still not showing. DO NOT BUY. ”
“I placed an order over a month ago, for to dresses, I contacted Anthropologie two weeks after my order to state I hadn’t received it and they stated that it was sent to the wrong address. They offered a refund I told them I wasn’t interested in a refund and that I would like to have the dresses sent back to me when they reached their fulfillment center I was told that this would be done. I followed up two weeks later and was told that the order had just arrived and that it would be sent back out to me. I followed up again three weeks later which is today. I was told that they had sent me a refund on yesterday, and my dresses were not available. So I think their customer service at this point in time sucks, because I was told three times my dresses would be sent to me. And then today after I called them I was told that I have been assured a refund and that your dresses are not available. I have enjoyed shopping with anthropology over the years. However this is more than disappointing.”
“I made 2 purchases through Anthropologie and I used PayPal. Right after I made my purchases, PayPal informed me that my account was hacked. Someone used my information and drained my bank account. I tried calling Anthropologie about it and instead of being helpful, they canceled my existing order!! So I called them back asking for them to undo the cancellation and they refused to. I still have not been refunded the money I paid them originally either. It’s been a few days. DO NOT SHOP HERE. YOU WILL BE RIPPED OFF.”
“Don’t ever give Anthropologie your email address in exchange for free shipping. They’ll keep spamming you for ever and you cannot unsubscribe. I will never buy from them again for that reason alone.”
“I ordered several items for Christmas and realized I had provided the incorrect street address. That was my error. Where I find fault is with Anthro’s customer service. Once I realized my error I tried numerous times to reach their Customer service. I attempted an on line chat, I left my email with my concern, a remained on hold for over 45 min several days in a row and never spoke to, or heard from a customer service representative. I finally called the local store and a very kind manager indicated they too were having difficulty reaching customer service. The items I ordered were returned to where they originated from and my account was credited in the end but the annoyance was great. I won’t order from this company again.”
“Ordered a sale skirt. It didn’t arrive instead a random hat came. I emailed them they said they would send it out my dresses and apologised and didn’t send it. I emailed them again and they said they I no longer had the skirt they refunded me BUT £5 less than I was due back. Utterly incompetent service and haven’t done anything to rectify or compensate me for their repeated mistakes. I won’t be using them again.”
