URBANARA Anmeldelser 

I’m not sure what is happening with these negative reviews as I have had nothing but great service from this company - their products are beautiful and really reasonably priced. I always go to their site first when looking for home stuff.

Nice products and I was just about to order a rug from them but I just thought to check Trustpilot first. I'm glad I did see Nikki's review below about the bath mats and I agree - if I was to buy a product where product dimensions were specified, I would expect to receive a product in those dimensions. The company's response to that review clearly showed lack of customer care and no problem solving skills. I would be upset if the rug I received was of a different size to what I ordered and the shop told me it's industry standard. It's the shop's responsibility to communicate that on the product pages so the customer knows what to expect. Saying that handmade products have the tendency to be like that post purchase and that this should have been obvious when browsing your website is quite ignorant to say the least.

No custom from me, thank you.

I'm very surprised to see these negative reviews. This is one of the few brands that I trust to deliver always high quality products for my home. They are not cheap but they have character and warmth. And I've never had any issues with deliveries or service (fingers crossed as I'm awaiting 5 more cushion covers and 2 bath mats from them at the moment)

I have been buying from Urbanara for a long time I never had any issues. The item always arrived very quickly and well packaged. When I sent an email to Urbanara’s customer service I get a reply quite quickly. The products sold are of very high quality. I do not understand the negative reviews.

Vor Jahren hatte ich bei Urbanara mal einen Läufer bestellt, der hielt ganze 6 Wochen, dann fiel er fast auseinander. Ich hatte dies damals aber meinem Hund zugeschrieben bzw. seinen zu langen Krallen.
Nun, neue Wohnung, kein Hund, habe ich mir einen Teppich bestellt. Er sah toll aus und auch die Bewertungen waren gut.
Aber auch der zieht nun nach kurzer Zeit schon Fäden und er wird nicht mal wirklich beansprucht, da er an einer Stelle liegt, über die man selten geht und gesaugt wird er auch ohne Bürste.
Bin leider wieder enttäuscht.. schade.

UPDATED: I wish I could review the actual item that I ordered but instead can only review the multiple failed deliveries. And since the sale is not complete until the item is delivered, it makes sense to leave this review.
Until now I never had delivery issues even with the most niche couriers so it was really frustrating to have UPS struggle with this one so much on a number of separate occasions.
The good thing was the quick processing of a refund.

I got a blanket (half Alpaca/half Merino wool) which was on offer - very happy with my purchase and it arrived on time. No issues. Would buy from Urbanara again :)

DO NOT DEAL WITH THIS COMPANY. I ordered 4 bath mats which were described as 1000mm x 600mm. There was no mention at all in the size description that this size can differ meaningfully from these measurements. When I received the items, all of them are different lengths and none of them are 1000mm long - they ranged from 1040-1060 in length. They do not fit in the spaces that I required them to and when I sent this to the customer service department, they merely told me in a nonchalant way that there can be a 5% discrepancy in size. They totally ignored the fact that I cannot use these items at all due to this issue and that all the money I spent on this order was essentially wasted, they made no effort to help or fix the issue at all and were just dismissive. I then replied saying that I thought their reply was quite ridiculous (as it had not tried to help resolve my issue at all but just had dismissed the fact they had delivered something different to what I had ordered) and their reply was "Thank you for your reply. We sincerely lament the fact that you consider our response ridiculous". So rather than sensing a customer's frustration, they chose to use extreme sarcasm. Never in my life have I encountered an attitude like this with a post sales issue and I hope never to again. I will NEVER EVER use this company again.

Terrible and non existent customer service, we paid £144 for a blanket and cushion cover and paid extra to ship to Channel Islands. It arrived a different colour to what we’d bought, I contacted customer service and received an email back saying I only had 14 days to return the order despite the website stating 100 days, when I queried this they said the 100 days is at their discretion and it’s my opinion it’s a different colour despite it being blatant in the photos I sent them. They wished me luck in contacting the European Commission, what nasty people. It’s lovely to know this business is making life harder in these trying times when other businesses are going the extra mile.

Excellent customer service!!! The team has always responded in a very good timely manner, even on week end. I just received my new rug and I love it. It was delivered in 5 business days which is very good. I highly recommend their services. Will definitely order with them again!

Worked for me! I was a bit worried by some of the reviews here which I stupidly did not check properly before ordering. After reading the reviews I was imagining not getting my product for 3 months or longer. Happily my bedspread arrived after 7 days. I was updated at every stage. The bedspread itself was exactly the colour shown and exactly the colour I wanted. The largest size was just right and comes down to the floor on all sides of our kingsize bed.It was the Lixa cotton quilt in teal. It was really a thick blanket though not a quilt, which is what I wanted for the summer. Nice quality. I think you have to check first if it's an item that's "ready to ship" and mine was, so it was quick. Some items are made to order I think and from other countries, so can take a while to get your items delivered in that case. Anyway, I was very happy with my experience. Thanks Urbanara.

I placed an order for a Nunja rug via the UK website on 27 Feb. It was delivered on 4 Mar. Given all the awful stories on Trustpilot about 'in stock' items not being delivered for months, I contacted customer support _before_ placing the order. Arnand responded promptly, assuring me that the item was in stock and that it would be delivered 5-7 working days. Still full of doubt, but relying on the fact that I was protected from loss, if not from hassle, by my credit card company, I placed an order. The rug did, indeed, arrive in 5 working days, it's beautiful and, despite my earlier concerns, I'm really pleased that I placed the order.

Ordered 2 x cushions, 20th August last year. At no point has this company contacted us to give update on delivery. Chased in October and received response that unavailable and will be new delivery in November. So patiently waited. Note money taken in August. Nothing happened November, no correspondence from them Again. Chased in November, they said I would get in December. Nothing received December. No update again. Chased again in December. Told 2nd week January. Chased 15th Jan and told will receive this week. Guess what!? Shocker. Nothing received.
Made me chuckle when I read previous poor review responses from the company saying send email to customer services for update. What’s the point their updates are as bad as their delivery service. This company now had our money since August last year. What can they expect me to rate other than than extremely poor!!? Come on guys sort this nonsense out. Order number UK-4932.

So far, I’m disappointed.ordered a rug way back at the beginning of December, no update on delivery times as yet, now 31st December. I’ve just tried to call them and their number doesn’t seem to exist, a bit worrying, so, where are they? I’ve emailed them now and await a reply......nervous that this is not going to end well.

Warning do not buy from this company, if you read the reviews it becomes very suspicious that their reason for delays is the same every month-IT problems! When I order 2 small throws at £149 each I don’t expect to be ringing a week later and they havnt even been dispatched, very bad service. I have read about their IT problems from reviews in set oct and nov, something very dodgy about this company

This was my first and last time shopping at Urbanara. As other reviews have stated there was an apparent IT problem around the time of my order in September. It took 5 week to arrive, simply not good enough and some items arrived too late for my holiday. I had to return some items so rang to arrange a UPS collection. On the terms and conditions, it states you can arrange a convenient collection time, but the man I spoke to at UPS said "it had to be tomorrow as I had left it too late to request a specific day" (baffled!!!). I therefore had to arrange for someone to be in for the collection as I was at work. Also, I tried to leave a one star review for an item but it hasn't been shown on the website, so they obviously censor reviews too. It is a shame the company is run so badly as they have some nice items online.

Worst customers service ever.
I loved their products but in all my orders I cannot remember one delivery on time. When you ask they can only reply with a standard message about IT problem that caused delay in about 1,100,1000 orders and good will be dispatch in middle of next week. After more than 1 month I received 1 of 5 part and not yet news about the rest. If I reply as they do, my customers, my company will loose all customers in 1 week. I’m so so disappointed, I even ask to be refund and they just ignore me sending me the usual standard answer. I suppose the company is managed by robots, for sure in the customers service dept... but I’m sure that this is my last order with them.

Item ordered on 10th September. No update on the item until I emailed them on 17th September, when they told me my item would be delayed. I asked for them to cancel the order as it would arrive too late (was a present) and they said that was not possible.

I chased up again on 27th September and raised a dispute via PayPal which seemed to have prompted my item to have been shipped at least. Conveniently the item was updated to "shipped" within a couple of hours of me raising the dispute.

UPS tracking says that the item was shipped on 30th and is due to be delivered by 4th October.

No customer service to speak of, only provide updates or information when you complain. Now I will have to go through the return and refund process which has poor reviews.

Try find the item elsewhere. I have no faith in this company.

Shocking customer service. I ordered an OUTDOOR rug which turned green after being out for approx. 9 weeks - during the summer months. I was told that this was because I had not hung it to dry when it got wet! I was a little confused by this given the description stated it was extremely water resistant and also given it was an outdoor rug. I would have expected this had I left it out over the winter months. This was clearly not fit for purpose but the company refused to listen and also refused a refund. I posted a review on the rug to warn others that this was not an outdoor rug and the review has not been published. Use this company at your own risk the customer service is shocking and the returns policy they state on the website it non existent.

Response to response - the rug was wet due to showers a handful of times and it was hoovered regular. Although there are no care instruction on the website nor did the rug come with any. To clarify the Bottom of the legs on the coffee table we’re rubber not wood!

I bought their cotton Percale bedding which is very good quality with a great smooth texture. I'm very happy with it. My bugbear is that most of the bedding I needed was out of stock. It also took weeks to come as they were having issues with their suppliers. They also sent me the wrong pillowcases.