URBANARA Anmeldelser 

Ordered a quilt on a weekend and received the shipping notification first thing Monday morning. The tracking was excellent (although I did need to use google translate as my GCSE German is very rusty) item received on the Thursday, which is fantastic. Had no duty to pay but think it depends on the amount ordered. Things are not smooth due to Brexit but very impressed with the fast ship. The quilt is absolutely beautiful and a very reasonable price. Wish the linen bed sets were in stock now as will definitely use Urbanara again.

That I am delighted by Urbanara‘s rug and outstanding service is an understatement!!!!
Just received my rug and it is so beautiful!!!
I had to pay the import fee before delivery but customer service refunded it as soon as it was paid and all that was done on a Sunday ! Excellent and very prompt reply at all times and the rug was delivered in less than a week ! HIGHLY RECOMMENDED!!!!

I bought a 100% jute from Urbanara. Despite the Brexit and Covid, the delivery time is reasonable. Quality products.

There have been uncertainty with Brexit and Covid, so always good to read the T&Cs and/or email their customer service. Their CS has been clear and helpful - all my questions are promptly answered and clarified.

The rug I ordered from the website is beautiful and well-made, arrived on time. If you are ordering from the UK you should watch out for a message that appears on the UPS website (however you do not get notified via e-mail or else) to pay an import fee. Unless you pay this fee you will not receive your product. When I emailed Urbanara regarding this, they promptly replied that this import fee will be refunded to me by them, which they did. Overall, I am very happy with the product and experience with them.

have been charged Brokerage Fees of £46.89. Nowhere on the website did it say these would be incurred. I wouldn't have bothered to purchase from them if I had known.

Ordered a few different sets of their plates and bowls, although there was a long wait to receive (over a month) it’s understandable because it’s happening everywhere. Once I finally received them, they were all exceptional. Two plates had chips in them and after emailing they quickly responded and refunded me very quickly for the plates that arrived damaged. If you don’t mind a long wait the quality of the dishes are fantastic, great for the price. In my experience I had good customer service. Thank you.

I genuinely don't understand where some of these negative reviews come from, I just had a hugely positive experience with Urbanara and customer services in particular.

There were a few delays at the border but blame BoJo and chums for that, not a small company trying to navigate the new, last minute rules. Yes, I was asked to pay an import tax but was refunded by Urbanara Customer Services within 24 hours. They were friendly and polite to deal with and I love my rug - super stylish, reasonably priced and 100% wool from fairtrade communities.

I would absolutely recommend Urbanara and would buy from again.

I ordered a rug and rug underlay from Urbanara on the 21st Feb 2021. I received an order confirmation and then tracking info for the items a couple of days later. Once more than a week had elapsed, I thought I should try to find out why my order hadn't yet arrived. When you click on the UPS tracking number you get to the German UPS site - so it's all in German! Once I figured out that I could change it to English (an option you need to click on at the top of the page - possibly difficult to find if you don't know any German), I realised that the delay was because there were import taxes to be paid on my items (£93! Thanks Brexit!!). I did a bit of a search and saw some of the terrible reviews posted here so was quite worried. I emailed Urbanara to ask for information on how I could get my rug (pointing out that their website states that all taxes are included in the price paid for items). They replied almost immediately to ask if I could pay the import taxes and that they would then refund me (ideally by paypal). Apparently this is a temporary situation until they sort out shipping to the UK post-Brexit. I was worried (as some of the reviews here mention having to pay the tax but having trouble getting refunded) but decided to go ahead and pay it. Once I paid it via UPS, I emailed Urbanara with the invoice for the import tax and they immediately refunded it to my paypal account. My lovely rug and underlay arrived the next day, so less than two weeks after I ordered them.
Customer service was really quick and polite. The rug is lovely and as described. The only issue would have been if I hadn't realised about the import taxes and contacted Urbanara to sort it out, the whole process would have probably taken a lot longer or possibly the items I ordered would eventually have been returned to Germany?

So disappointed with this company. Ordered a rug. After purchase was told we would have to pay the £60 import tax but would be refunded. 3 months later and after numerous emails nothing! They didn't even send the correct rug and refused to resend. So ended up without the rug we ordered and £60 put of pocket. Terrible experience and highly do not recommend!!

I ordered a cotton quilt, then read the various reviews and news stories about Brexit-related delays and duties to pay. Despite the item being listed as 'in stock' it took almost a week to receive a despatch confirmation. The UPS tracking number provided worked fine but the delivery date kept being pushed back every delivery day. I finally emailed Urbnara (phone number just rang out) and got a very quick reply. They seemed anxious to help but not really sure what to do to help me - they advised I needed to pay duties and to get in touch with UPS. I called UPS who told me there was nothing to pay (I am based in London, UK). Eventually the item arrived with no drama. The item is great quality .. but I wouldn't order again. From order to delivery was about one month for an in-stock item and the duties/delivery uncertainty not worth a re-run.

Called up to get an update of my order as I’ve heard nothing since I placed the order. The man who I spoke to was extremely rude when I asked him about the tracking. Haven’t even received the goods but I will never order from this place again. The way He spoke was disgusting.

My comments in response to the reply. I have just received from the company........
I was satisfied with the fact that my order can’t be cancelled and happy to wait to receive the order. That isn’t my issue.
The complaint still stands that the way the man spoke to me on the phone was disgusting, he had a very sarcastic tone and was disrespectful. From the response I have received on trust pilot, I suspect that this man is also responsible for responding to all the complaints on here. I mean I should have read the trust pilot reviews before. Everyone saying the same thing about the rude staff. When will they accept they have a problem. Get off your high horse and learn the basics of customer service.

Update:
They have since edited their original rude reply, to an apology which is a much more professional and appropriate reply than the original sarcasm that I received. Fortunately for them they can edit their responses. And I’m glad this has been corrected. Still won’t be ordering again.

Late delivery, poor business practices
I ordered the rug on the 23rd of November, it was said to arrive within 3 to 4 weeks. A month later, it hadn't arrived so I contacted the customer service who told me they were delays at the border which is understandable however the rug hadn't even been sent for shipping at that point so the delay couldn't be blamed on that. O,n the 18 of January the item showed in transit however it indicated that I had to pay 72GBP of import fees as post Brexit.
I had to pay the fee knowing that the responsibility of it arriving post regulation change is entirely on Urbanara's end. Not only that but it was all on me to chase for the items, at no point was there any form of proactive communication around the delays. I was also informed that the management refused to give a refund for the fees incurred. The rug is gorgeous but the whole purchase process absolutely revolting.

I ordered a few rugs that were listed as 'ready to dispatch'. Three months later and they still haven't arrived and haven't had any updates. I contacted the courier and was told that I have to pay a further £70 in taxes and fees per rug! This is on top of the delivery charges I paid when I ordered them. I asked Urbanara for a refund but they have refused.

Very good experience. I bought a blanket on Black Friday, very beautiful blanket which arrived in a timely manner. Product is of high quality. Would recommend!

Customer service is awful. Ordered Rug, waited 6 weeks, asked for delivery date, the lady was very rude and very abrupt, got no explanation, said I'd like to cancel if you can't give me information so the woman said that's cancelled and hung up.

I got a bit nervous after reading some of these reviews, but I had a great experience with this company. I ordered the Anadia bedspread in mustard 275×265 cm on december 18th. I live in Denmark and my order arrived today december 23rd. It looks exactly like the picture and it seems to be of good quality.

Really shocking customer service. I made an order of four items during Black Friday, I do understand that this is a busy time of year so things can take longer. The order included a birthday present for my boyfriend for his birthday in mid December, and a Christmas present. The order also contained two rugs, one of which had a longer lead time. I did not realise the items would all be sent after the rug was ready. Apparently you have to request them to be sent separately.
After over two weeks I asked where my order was, very passive aggressive emails from the customer service team suggested it was my fault for ordering an item with a long lead time. The items were finally shipped 3 weeks after I ordered them, from Germany.
They have not arrived. Now Urbanara have stopped shipments to the UK. But any apology from the customer service team when I got in touch to ask what was going on? Of course not, I was told the UK had closed its borders (which isn't true) and they couldn't say when deliveries would restart. I was also told I could have requested the smaller items to be sent separately. Not sure why I wasn't told this last week as maybe then my boyfriend's presents would have arrived.
Who knows when I'll even recieve my items. A no deal Brexit is looming which could cause further delays. Waiting ages is frustrating, especially when the order was made weeks ahead of Christmas. Being made to feel like this is my fault by rude customer service means I will never shop from here again and would recommend others avoid too.

Bei einer Bestellung von über 400 Euro und 10 Teilen sind nun schon zwei kaputt nach dreimaligen Waschen.
Der Kundenservice meinte nur, es wäre mit zu wenig Wasser gewaschen worden..... somit unser Problem. Auf ein erneutes Nachfragen bekamen wir keine Antwort mehr.
Die Knopflöcher an zwei Bettbezügen mussten wir auch selber vergrößern, da unsauber verarbeitet.
Also nicht empfehlenswert, hochpreisig und nichts dahinter.

Ugh what a terrible shopping experience buyer beware!! I bought a bedsheet described as 'combed cotton' which turned up late and was not combed cotton at all! When I rang to register my disappointment I was given no apology and was shouted down by a horrid officious customer service representative!! Never again!!

Avoid!! Long lead times, delays and rude & sarcastic customer service personnel that basically tell you you’re unreasonable for expecting any degree of information regarding your order you placed over 7 weeks ago, exceeding the stated lead time and risking not being received by Christmas! Threatening to cancel my order resulted in them cancelling it for me, making the whole experience just a very unpleasant waste of time.

Having had to shop around again, I found another company offering guaranteed delivery within 5 days for almost the exact same product (a rug and bedspread). I never normally go out of my way to write a bad review but honestly please save yourself the hassle (not to mention offence) and go elsewhere.

*Reading other reviews the sarcastic and unhelpful customer service seems to be a theme. There is an attitude problem in that company unlike anything I’ve ever experienced. The owners should be totally ashamed. Things go wrong but how a company handles it defines them. It’s all becoming very clear now what sort of operation they are running.

*Adding for good measure since the reply seems to want to enter into a cut and paste exercise and only highlight the customer frustration not the incompetence and sarcasm at the other end. Completely avoidable conflict and bad feeling if some reasonable service had been given instead of lengthy justifications for the lack of information tinged with passive aggression and sarcasm.