Urbanexcess Omdömen 

Great company to deal with. I was a bit dubious to order after reading some of the reviews but I am pleasantly surprised. My order was despatched pretty much straight away & I received it the next day. No complaints here

Fast response to several queries, simple to understand

Company website glitched while ordering, checked to make sure I hadn’t been charged for trousers or sent confirmation email. Bought again and was charged and sent two pairs. Emailed instantly, received reply 4 days later saying orders had been dispatched. Told to return using website so I wouldn’t be charged for postage, website didn’t work properly so had to return myself. Did not receive refund on postage and refund took over two weeks to go through. No contact number for company and emails take a number of days to respond to.

I was not able to get anyone on the phone to help me with my order. Had an issue with the subscription code and the pricing on one of the item.

I completed the contact us form online requesting assistance. But if I’m honest I didn’t think I’d get a swift response. I was wrong.

Received a response from Sara and she was class. Helped me out and sorted out my issue which meant I was able to place the order I wanted.

Looking forward for my parcel to arrive now.

Thanks for your help Sara.

: )

I returned an item from them exactly as instructed and have proof of return via DHL. Despite this, I have received no confirmation, no refund, and absolutely no response from Urban Excess.
I've sent multiple emails and given ample time, yet the customer service remains completely unresponsive. It’s incredibly frustrating and disappointing to be ignored after doing everything correctly.

If nothing changes, I will have to escalate this issue through consumer protection channels.

In short: Avoid shopping here if you value proper customer service and timely refunds. Urban Excess has been nothing but unprofessional.

Sara was extremely helpful with all my problems and she helped and resolved them. Excellent customer service

Responded swiftly with my queries in a polite and friendly manner. Many thanks.

I purchased a Patagonia Ithmus jacket last week, the jacket was too large so I ordered a size small as they were showing as in stock.
I received the jacket yesterday, only to find that the jacket has been worn, it smelled musty, was covered in marks, and the worst of all was the used tissues that I found in the jacket pockets!! In addition, the jacket was also a medium not the small I ordered. They had tied a size small tag around the M label on the jacket in what would appear to be a clear fraudulent attempt to con the customer.
Having read other reviews I don’t hold out any hope of a refund when the jackets are returned.

No customer service response to my email, and having no phone number for customer services says it all really!
I shall wait and see, and pursue the refunds through the bank if necessary.
Don’t risk your money with Urban Excess, clearly a very unreputable company bent on scamming customers.

Yea this company is no help what so ever, Fedex lost my shipment over a week ago and I contact Urbanexcess they pushed me rightaway just for Fedex to turn me back to them for a refund. Never shopping here again

Very pleased with my jacket! The team at Urban Excess are great and will resolve any issues you may have promptly and efficiently. Top customer service!

AVOID this is a criminal organisation - basically they do not refund any returns. Read reviews here. I made sure items were returned using THEIR OWN RETURN SERVICE DPD and have proof it was returned on 10th Jan 2025. Just check tracking number 15503891429794.

It is now 3 weeks later and I keep getting obfuscating emails, designed to delay. This company has despicable ethics and has been reported to trading standards and the police. I will now begin court action and seek criminal damages.

I encourage any customers to do the same with this SHAM of a company.

Sent an item back for an exchnage via their returns process, the package didnt arrive with them as i followed the tracking. I've sent multiple messages via their contact us page and via social media to see if they can help me. Been over a week without a response.

Unless you know an item will fit you, I would avoid buying anything from Urban Excess as they don't respond to any mesages or help you with any issues.

Avoid losing money like i did and shop at a more reputable retailer as they dont sell anything you can't get elsewhere.

Returned an item for exchange after waiting 10 days emailed to say heard nothing to be told the item was now out of stock and will get a refund in 10 days
To get an exchange you have to rebuy the item so I don't understand how it can be out of stock
After several emails they are looking into their exchange policy as apparently in thier words this is a common issue

I ordered some ski gloves from Urban Excess and I am very impressed with their excellent customer service. I emailed them with a potential problem with the order (of my doing) and Sara got back to me straightaway with an answer. The following day the gloves arrived and are perfect. Many thanks Sara and team!!

Ordered a shirt. It arrived with blood on it!!

It was too big anyway so returned and asked to exchange a L for a M. They sent me back another L.

Avoid. They are clowns.

Great customer service to resolve and issue with delivery. Great item 😁

ordered the wrong size but after emailing i was able to easily organise an exchange. super helpful staff.

Absolute joke of a company!
Take days on end to reply to emails had an item I sent back to them 10 days ago .. initially wanted an exchange but 10 days turn around is ridiculous! So asked for a refund instead.. and guess what still no reply to the emails.
Do yourself a favour and just buy what it is you want from another company because if you have an issue good luck with that!

Absolutely great service, quick delivery for saying it was Black Friday - i had a problem with one of my items which was sorted out within 10 mins of emailing them.

i would highly recommend using this retailer