Urban Planet Anmeldelser 

I made an online purchase on Dec 1, 2025 for $33.55 charged to my credit card. I never got an acknowledgement of the order nor the expected delivery date.

So far I have not received my order when 9 days has elapsed. i called your customer service and was told that they only take care of in store concerns. I have to sent an email for online purchase, and was told that they will investigate and respond within 2 business days. I sent two emails already and have not received any response.

I hope you can follow up on my order and respond ASAP.

The Sunday manager at the Outlet Collection at Niagara on the Lake location provided one of the worst examples of customer service I have ever seen. Although the very cashier was very polite, the manager contradicted an accomodation she offered. I would not have minded this at all, if she had even apologized once, but she was very rude about it. She rudely told me, despite what the cashier, had said, that I had to return to the back of line due to its length, but did not offer at all to open another cash but instead just unboxed items nearby. When I confronted the manager about this, (I had been very polite to the cashier and to other customers in line, some of whom I asked to go ahead of me) she escalated the situation in a way I have never seen a manager, whose very job customer service, do, asking me if I knew she was the manager, and not even acknowledging my concerns, even if she was not able to accommodate them. Her attitude was awful. I left without buying anything.

Bottom of the barrel fast-fashion slop that makes Temu look like Givenchy. If you want your pants to unravel the day you buy them, by all means, this is your place.

Delivery is horrible. They keep rescheduled the delivery. Don't believe about the 48 hours shipping.

Terrible customer service. Rude agents (via email customer service). I’ll find somewhere else to shop.

I bought online. The package never arrived they claimed maybe it was stolen but there was no refund or even proper respond from them. I stopped shopping from there.

I went into store #1533 (Devonshire Mall) knowing exactly what I was going to purchase. I approached the first employee I saw (cashier #933342) & she directed me to the item. She said her name is Ty. Ty was VERY helpful in helping me figure out what size to purchase. She also informed me of a BOGO sale that I ended up taking advantage of. Ty made great eye contact and was very friendly & personable. Great experience!!

I went to urban planet Erin Mills town centre, never see customer service like this. Very bad attitude girl at the cashier
Sales person/ Cashier # 921827
Don’t know how to speak to the customer, no smiles on her face, throw my clothes to bag like aggressive
Never recommend this location

Worst costumer service BUY AT YOUR OWN RISK. First off I was missing items from my order because the cheap flimsy bag they shipped it in tore at one of the seams, I sent them photos of damage and they didn’t respond for 3 days and now want to launch and investigation?? This is so insane but whatever I want my money back at this point, will update review to what they say.

My experience when I shopped today, 21 Feb 2025 was great at the Urban behavior store at Square one shopping mall on entrance 7.

I am a tall lady, so I have always had a hard time in getting trousers that can give me a great fitting length but luckily today I got several pairs and the best part was that you buy one and the second pair was 50% of the original price.

All this happened because I got assistance from the lady at the fitting area. Her name is Rajia. Thank you so much.

She was so patient with me, because i had to fit several pairs, and she was so understanding, she went to the extend of taking the pairs that could not fit me and exchanged for me with a size that could fit me for me to try on in the fitting room.

Rajia thank you so much for your patience, I know you had a lot of clients to serve but you took your time with all of us, helping us out with other sizable pairs to try out.

You went out of your way to make me walk out of the store as a satisfied customer.

Once again keep up the good work, keep up the smiles and conversations with your clients Rajia. You are one of the people that will always make my visits at Urban planet store at Square one Mall be a satisfactory one.

Thank you

Disgusting. Newly trying to purchase from Urban Planet “kids” for my daughter. Received the “welcome10” discount code, only to put it in and get $1 dollar… YES I WHOLE FRICKING DOLLAR off an order that $200 worth!!! I emailed customer service to which they told me “just put your order thru, then call us and we will refund you”

What shady fricking business this company is running.
I’ll never purchase from you online or in store!
Everyone STAY AWAY!!!
And they still send me “welcome10” discount codes DAILY!!!!!!!! This is appalling

Wish I can give 0..worst of worst stores to waste your precious money..friz comes on clothes after only one time wear without any wash…pathetic.wastage of money..sell sale items on original price to me..then denied their mistake..and when asked for refund for damaged item only to hear..we can’t refund..we only give store credit..how on the earth would you like to buy from same store where to bought earlier all the ruined items????

Received a blazer with a small hole and a red stain on it. The dress's zipper wouldn't zip down. I paid full price for these. Quality of the items are like dollar store. Shipping isn't free for return, but I will pay for it, rather than keeping these trash.

Placed order #1 (Christmas gifts) day before Canada Post strike, other businesses stopped shipping with Canada Post that week. Order is shipped via Canada Post and tracking provided. Fast forward to Dec 4th, still no order received so according to UP website, they are now shipping with different carriers due to strike. I place order #2 as I need this for Christmas gifts and scared the strike won’t be over in time to receive so I’ll just return order #1 when received. Well, after order #2 is placed I’m told the first order was shipped via CanPar and so is order #2. I asked if this is the case, then where is order #1 that was placed Nov 14th then?????

The reply was this, and I quote from their email “If you did not received your first order how come you place a new one?”

So, now I stupidly have $400 worth of Christmas gifts who knows where.

Awesome customer service Urban Planet and perhaps you should also improve on your English when emailing customers.

The worst Customer service ever. Unprofessional, unhelpful and rude. On top of that they claimed to have shipped the item on Nov 22/24 and when I contacted the carrier on Nov 28/24 for an update, they advised they had not received anything from the shop.

Bad experience.

Update I received a refund notification today for urban planet! Glad this is finally resolved

U P St-Bruno, excellent service, gentillesse du personnel et ça s'est poursuivi jusqu'à la caisse avec Caro et Stéphanie.