URBANARA Anmeldelser 

Ich habe den Teppich "RAVI" in naturweiß gekauft.
Der Teppich hat wochenlang unangenehm gerochen (kein Wollgeruch!) Mittlerweile ist dieser 1 1/2 Jahre alt. Obwohl wir ihn ausschließlich barfuß betreten haben und ihn ausschließlich mit einer flachen Teppichdüse (in nur eine Richtung) gesaugt haben, sieht er völlig ungepflegt und zerzaust aus.
Der Urbanara Kundenservce hat mir empfohlen einen Fusselrasierer zu benutzen, was allerdings keinerlei Besserung brachte!
Dieser Zustand spricht für eine schlechte Qualität. Ich bereue den Kauf sehr! Ich rate Jedem vom Kauf ab!

I paid for an item - rug underlay - 5 weeks ago. The item is not delivered. The customer service team refuses to refund me. This is theft. This company is not acting legally.

Do not shop with Urbanara. This has been one of the worst experiences with customer services.

I ordered two rugs that were sent with DHL. I did not choose the carrier, Urbanara did. When my rugs weren’t being delivered and delivery kept being rescheduled for no apparent reason, I contacted Urbanara and received a response saying it’s out of their hands once the carrier takes the parcel!!

I cannot actually believe that the company that has my money for the product, doesn’t give a buyer any say in the choice of carrier and then responds saying, in basic terms, ‘it’s not our problem once the carrier collects’. I’ve never ever experienced anything like it.

I finally received the items (with no help from Urbanara) and wanted to return them. Someone arrived to collect and Urbanara told me that they cannot provide me with any sort of tracking number to track my return. Another very strange approach to customer service.

I was told to wait 2 weeks from the date it was collected and if I hadn’t received my refund to contact them. I did this and was then met with a response (from the very same incredibly unhelpful customer service person) that it was now 2 weeks from the date they received the item back. When I responded asking about the other information I received, this sales person sent me the same email again word for word. I then sent another response asking if I could get an update on where my parcel was and again the representative wouldn’t answer my question and sent me the same email again. I received the same email 3 times in a row and not a single question was answered.

I think this is the most shocking customer service and I will let everyone know not to put themselves through this with Urbanara. It’s not worth it and there are other brands with great customer service and a team who actually answer the phone.

I’ve been trying to call Urbanara and nobody answers. It keeps you on the line for 10 minutes and then sends you to a voicemail. Like another person who commented, I don’t think there is actually a team to answer the phone.

Shocking and not worth it. Don’t shop here.

I have never in my life left an online review so this is just a reflection on how frustrated I am with Urbanara and how ridiculous their service is!!! I purchased a few rugs. After calling customer service about colours before purchasing I was advised that customers often buy a few just to see how they look as its free returns. So I thought, Ok ill just do that. The rug I have chosen is actually beautiful and I love it but the returns process for the ones I don't want has been a total nightmare. Urbanara don't arrange home collection so you have to take them to the post office HOWEVER Royal Mail/Parcel Force consider them oversized and won't accept them. So you have to arrange your own returns through a global shipping company back to Germany. I've spent hours getting quotes, filling out customs form with all the invoice details, weight, product codes etc, paying the cost up front and then hopefully get the money back from Urbanara? I'm yet to see this. I've litrally spent a full day on UPS sorting it all out and to be honest the customer service at Urbanara has been pretty weird - a mixture of being short/sorry there is nothing that can be done and then saying oh but we can refund all the cost, sure its fine if you just arrange everything. Very odd and would defiantly think twice about ordering anything from them again. I feel like I've spent so much time arranging shipment, Urbanara should be paying me as an employee!

I would have loved to have given Urbanara 5 stars as the towels and bedding I ordered are very lovely (and are something different) BUT Urbanara are being told, by their customers, time and time again to be open and transparent that orders are shipped from Germany and could therefore face import charges. Yet they continue to 'hide' this by having a .co.uk URL and then not having this info on page one of their website. If they are really listening to their customers than they would be upfront. They do reference these facts within their website (and T&Cs), as they themselves state in their responses on this site, but it is clear customers are not getting this. As I say lovely products but they are not being transparent. I see negative comments re: their customer service but I received good service from Peitro. Another area where they are not listening is re: UPS, who handles their UK deliveries, who are not great at customer service (everything is automated) which reflects badly on Urbanara. Again if they really want to listen to their customers they'd change couriers.

I would advise people to give this company a wide berth. The web address is Urbanara.co.uk but everything else is Berlin based. This is a German company masquerading as British see other reviews about unexpected import taxes and fees. A fundamentally dishonest company.
My complaint is about delivery issues and the strangest customer service experience I’ve ever had. After various delays and changes to my delivery dates I eventually got notice that my rug would be delivered between 9.45 and 13.45 on 3/3/22.
As it still hadn’t been delivered by 14.15 I emailed Urbanara to ask what the problem was. I received a return email telling me to phone the delivery company (obviously the one they had chosen and had a contract with) I called them and as expected was held in a queue. I then telephoned Urbanara who simply told me to wait until it was delivered - hours? Days? Weeks?The answer I would have expected would have been that he would contact UPS,the company they had chosen and had a contract with, and Resolve the issue. Instead I was told that once they had given the rug to UPS it was no longer anything to do with them - an unusual approach to customer care.
When I pointed out that my time was important to me and I had already wasted 4+ hours that I would never get back, the remarkably arrogant rep said that I should keep a sense of perspective,did I not realise that people were losing their lives as we spoke!
How someone could be so crass and tasteless to compare an admittedly heated discussion about something as trivial as a rug with the appalling atrocities being carried out in Ukraine was completely shocking.
The rug eventually arrived a couple of hours later.
The rug is ok but overpriced.Itlooks like an Ikea/ Habitat type rug but for more than double the price.
Since writing this review I have received a reply from Urbanara.
This made several ridiculous allegations.
That I had exhibited violent behaviour - on the phone!
That I had used vulgar language - I used an expletive in shock that they would throw Ukraine into the discussion.
That I had treat there rep as an inferior. Absolute nonsense. I have worked in education all of my life if there is one thing I believe above others it is equality and equality of opportunity. The rep came across as arrogant and suggested that the delivery issues were mine to sort out. People who have self esteem issues often hide behind a facade of superiority and arrogance this appears to be the case here.
They also claimed that the delivery was ongoing. UPS gave a delivery window of four hours I waited in for the whole time. I contacted Urbanara after the window had passed.
I now receive via Trustpilot the same response to my comments every half hour.

WARNING! If you haven’t used URBANARA yet. Just don’t bother. URBANARA.CO.UK is NOT a UK company and as such the time from ordering to delivery will be at least four weeks despite what they say in the shipping info on the website. This is due to delays processing and dispatching and NOT logistics/customs issues. Both items were listed as ‘ready to ship’ but it took over two weeks for URBANARA to even process. It was another two weeks before I received UPS tracking info and even then UPS hadn’t actually taken receipt of the package.

I am still yet to receive my order so I’ll update if I, like many others, get stung by customs charges.

TL;DR….. IF YOU WANT YOUR ITEM DELIVERED IN UNDER A MONTH. DO NOT SHOP AT URBANARA!

@ URBANARA customer support. Don’t waste your time responding to this. I’m sure you’re very busy. Apologies are all very good but you need to state realistic shipping times and warnings about customs charges on your website.

I ordered a throw on 16 January for a birthday present. I’m still waiting. UPS told me it would be arriving today. Then it was rescheduled for tomorrow, then Friday, then Monday. Not sure I’ll even get it then. It will be over 3 weeks wait time from date order was placed.
I emailed Urbanara last week to find out where my delivery was. They apologised and offered me a 10% discount on a future order. I won’t be ordering from them again.

I purchased a rug from there under the belief it could be returned if it wasn't right as their website says free returns. However now I am trying to return it their custoemr service has been awful, saying their Tcs and Cs don't accept large returns. I am happy to pay for the return myself but their advice is to drop it at a DHL shop which clearly they wont accept. I cannot find a single provider that will accept it and didnt realise it was being ordered from germany as the website was co.uk. now stuck with an expensive rug we do not want -Extremely disappointed with their service

Like others I wish I had read these reviews.
This is a German company masquerading as a UK company. So my order has been held by German customs with no transparency around when it will be sent on.

The Urbanara customer service has been responsive, but completely unhelpful and recently really quite rude in response to my enquiries and request for help.

I will certainly never use this company again, it has been a very unpleasant experience.

I made a purchase from Urbanara and paid £20 delivery charges.l did not receive the goods and after a month l found out the reason.l hadn’t been told that l had to pay Customs charges. The charge was a massive £76.23 on top of the £20. £96.23 in total. I only bought three blankets. So do your homework before making a purchase from Urbanara.

Be aware of paying import charges! This company Urbanara is deceptive in not being explicit on their U.K. website about the products being exported by them from Germany to the U.K. and the customer paying import taxes.

I purchased 3 jute rugs from Urbanara’s co.U.K. Website and was astounded to find a £144.00 import charge. I believed I was purchasing a product from the U.K.

On querying this, I received the same trite response from Urbanara as another reviewer on Trustpilot. I am very clear that the import fees were not explicit at point of purchase. Shipping costs were stated to be £20.

When I emailed to say I would raise a concern with PayPal - The response from urbanara was to suggest that I would face legal ramifications for doing so!

Avoid avoid avoid

An update. The 3 rugs arrived but the import tax was £379.87 ! As advised by Urbanara I declined delivery. Let’s see how long it takes for a full refund. I await.

I wouldnt have expected to pay import taxes or duties after ordering from a UK website. Understand brexit hiccups, I work in wholesale and deal with logistics around the world, importing and exporting through the UK. Its not an excuse. The government has given businesses ample time to sort import taxes and duties and making your customer pay this without explicitly informing them at check out, that they are in charge of these fees is extremely shocking. Having this stated in your T's&C's isnt enough, it needs to be clearly defined at check out if you are selling to UK customers on a UK website! £95 in import charges and delivery for a £300 rug, is ridiculous when it's unexpected!

Amazing experience. Had a problem but customer service solved it quickly, efficiently. Problem caused not by Urbanara but by the delivery company UPS. Urbanara could not be more helpful. One very happy customer. Well done!

I wish I had read these reviews before ordering. The process of getting a rug was absolutely laughable from start to finish and clearly Urbanara have a lot to learn.

I placed on order for a Khara rug on the 28th of February which according to the website should have been delivered within 3-4 weeks. Nearly 16 weeks later and numerous emails asking it’s whereabouts, I have only just received it. Sadly it wasn’t worth the wait but the thought of sending it back and having any more interaction with this company is way worse than being out of pocket.

At the beginning of April, a little over 4 weeks had passed since my initial order I hadn’t received notice that the order had shipped yet so I emailed customer service asking when I should expect it and saying that due to covid I was aware that delays were commonplace but that I just wanted to be kept informed. I was told that the rug would now be arriving the beginning of May which inevitably came and went with no correspondence from Urbanara. I stated in a second email on the 7th of May that I wouldn’t have ordered the rug if I’d have known the wait time was 10+ weeks and was offered no explanation but informed that the new delivery would now be the end of May and offered a refund if I didn’t want to wait. I’d already waited long enough and just wanted the rug that I had paid for in the time that was agreed. What I did expect, and communicated this to Urbanara, was a partial refund. 10 weeks longer (at the time) than the originally quoted 3-4 weeks in my opinion is more than excessive, even in covid times. A reply saying ‘we of course do our best to inform customers of any change to delivery times as soon as possible’ was ridiculous given the fact that I had had to message them after each quoted delivery passed. I was also told ‘I’m afraid I am unable to provide a further (further?) discount due to our pricing structure’. - I would suggest that it’s a very poor business model for a company not to be able to offer a very let down customer a small discount as compensation.

Now at 16 weeks after my order we have finally received the rug…but only after paying a further £42 on top of the £20 that I had already paid for shipping. A company with a UK website address, apparently ship from Germany and there are inevitable taxes, something that is only noticeable if you go directly to their shipping information page. No mention of this is found on the product or home page. To add further insult to injury, the rug was rolled around a very thick cardboard tube which was snapped in transport. This left a large brown patch on the white rug that I can’t remove and have had to hide under the sofa.

Ill be emailing this review to Urbanara but warn anyone thinking or ordering anything from them to read the many similar reviews and to save your money and order from somewhere else.

Worst customer service I have ever received. My order was delayed by three weeks, team were very rude, aggressive, and then just cancelled my order (which I didn't ask for and I didn't want) because they said it wasn't worth their time to sort out my case. I never asked for an immediate resolution, I said I was happy to wait. This was ignored and I have email proof of this correspondence. What most upsets me is how I have been treated and I will never shop there again.

UK customers be aware that this is a GERMAN company without UK presence, despite giving .co.uk internet address and local telephone number! This is misleading and your product will be 20% more expensive then advertised! Customer service just refers to the T&Cs. Fair enough, Brexit is not their problem, but at least be open and transparent at the time of checkout!!

Granted I am very happy with my Urbanara Rug purchase, the quality is beautiful... however they need to make it much clearer and be more transparent on their website about import fees! The rug arrived with an added cost of £72 (which the UPS driver requested in cash!) this is after the cost of the rug and the £20 shipping fee. It seems after reading other reviews that other customers have been let down by the same issue.

Ok, it’s not Urbana’s fault the delivery was so weird, and the whole thing happened while the stupid Brexit thing was changing the way customs worked. And we finally got the product within about two months. I can’t do it again, but it did all work out in the end.

Ordered a rug, eventually turned up today but UPS demanding £128 fee, I didn’t even know it was being imported until the UPS tracking was in German ! Staff member says the tax is down to me yet other reviews say they were reimbursed, must depend on the mood your customer service member is in ! So now have to wait for £599 refund that they have had for several weeks. Shame as I wanted the rug but really not a nice company it would seem.