Urban Surfer Reviews

Name: Urban Surfer
Rating: 4.69

4.7 Rating 992 Reviews

93 %

of reviewers recommend Urban Surfer

4.7

Based on 992 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 90%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Urban Surfer 5 star review on 7th May 2023

Jonathan Cotton

Urban Surfer 5 star review on 13th August 2022

Steve Short

Urban Surfer 5 star review on 1st March 2022

Darron ROUND

Urban Surfer 5 star review on 26th January 2022

Anonymous

Urban Surfer 5 star review on 25th June 2021

Guest

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Shambolic online experience and a company completely lacking integrity. I ordered two expensive pairs of Saxx running pants and eleven days later, bearing in mind the goods are based in England and so am I, one of my items turned up, with something belonging to another order. That's eleven days to receive a half-complete order. I emailed them and got a reply a day later, stating I need to return the wrong item and then wait until they receive the item and they will post my missing item. When I emailed them to request they give me a refund for the missing item once they receive the returned wrong item, they chose to ignore this email. Eventually they agreed to provide me with a refund, but I have not heard anything about it since. For perspective, I ordered another two pairs of the Saxx running pants from Cotswold Outdoors and I received the goods less than twenty four hours later, and they managed to concentrate on the task in hand long enough to get it right.”

Helpful Report

Posted 1 year ago

Hello, I can see that you deleted your previous review that we replied to so I will reiterate again our sincerest apologies for the mistake we made with the order. Human error does occur and we have now put in extra checks to ensure this does not happen again. I would like to highlight again the issues you raised with regards to response time. I deal with customer service personally and note we replied to you the same day within 8 hours, not a day later. I responded very quickly with all emails you had sent to us and I am sorry if you feel this wasn’t good enough. I can also see you asked me not to respond to you again unless it was to let you know of the refund. Which I had respected and followed. With regards to the 11 days wait, the item was ordered on our website with a notification next to the checkout to highlight it was an item that had to be ordered in and an estimated duration time, which would have been 7-14 days usually (this is subject to change dependant on what the brand updates us with). This was also stated during checkout and on your order confirmation email. I am so pleased you managed to source the items quickly from another store to rectify your bad experience with us. I can’t comment on other stores that are lucky enough to have immediate availability. We order direct off the brand and as a small company don’t hold a huge amount of stock for immediate dispatch with certain products. Best wishes and once again my sincerest apologies we could not provide you with a better experience. Emma

Posted 1 year ago

“I looove my new glasses and they arrived really fast!! Thank you :)”

Helpful Report

Posted 1 year ago

“Very helpful customer support, happy with my order!”

Helpful Report

Posted 1 year ago

“Excellent price and speed of delivery.”

Helpful Report

Posted 1 year ago

“Ordered delivered what more can one ask just brilliant i will most certainly be ordering more. Many thanks.”

Helpful Report

Posted 1 year ago

“Great price, good quality well fitting slippers. Husband delighted with these.”

Helpful Report

Posted 1 year ago

“Excellent item , well packaged and quickly delivered”

Helpful Report

Posted 1 year ago

“Ordered a shirt from this company over two weeks ago now and paid for 24 hours delivery Showing on Royal Mail site as expecting collection for the last two weeks asked for a refund, since then no reply from company and no refund Going to PayPal to resolve this issue Keep away”

Helpful Report

Posted 1 year ago

Hi Kevin. I'm so sorry about this. It looks as though Royal Mail have lost your parcel so we have issued a full refund.

Posted 1 year ago

“Ordered a size 7 slipper as I’m a size 6 and like them roomy , they were so small I couldn’t get my feet in them - I paid £23.88 for the slippers and only got £15.99 refund when returned and was free returns so not sure why they took so much money off”

Helpful Report

Posted 1 year ago

Hi Karen. You paid £18.98 for the item then opted to use our paid for return service so minus the £2.99 return fee = £15.99. A quick message to our friendly customer services team would have given us the chance to explain this to you.

Posted 1 year ago

“Brilliant price, very fast delivery. Even though the website looks a bit old fashioned, it is not a scam. Definitely recommend.”

Helpful Report

Posted 1 year ago

Hi. Thanks for your review. I'm surprised you think our website looks old fashioned. I'd be interested in knowing exactly why you think this so please do contact our customer service team with further feedback.

Posted 1 year ago

“Great service and item. Would recommend.”

Helpful Report

Posted 1 year ago

“Delivery arrived before scheduled. The whole process was smoothe and faultless, will definitely order from here again”

Helpful Report

Posted 1 year ago

“Awesome range at great prices - quick delivery as well. Perfect!”

Helpful Report

Posted 1 year ago

“Item received promptly very good quality”

Helpful Report

Posted 1 year ago

“Purchased some saxx underwear from Urban Surfer - unfortunately a bit of a delay in receiving the garments”

Helpful Report

Posted 1 year ago

Hi Thomas. Thanks for your review. I can see your estimated delivery date was the 23rd January and we actually delivered on the 20th January so not sure why you thought it was delayed?

Posted 1 year ago

“First time ordering good range of choice and good value”

Helpful Report

Posted 1 year ago

“Ordered well before Christmas. The site did not inform that delivery would be 2nd week January until after order placed. Order actually arrived 3 days later than notified delivery. Not great (and hopeless as a Christmas present).”

Helpful Report

Posted 1 year ago

Hi Deborah Carter. I'm sorry you ordered an item that needed to be ordered in from our supplier and didn't notice the text showing the estimated delivery date. It was on the product page, checkout and also on your email order confirmation. I can see the estimated delivery was the 10th January and this was the day we dispatched your order. A quick email to our friendly customer support team before Christmas would have meant we would have been able to send something out to you sooner.

Posted 1 year ago

“User friendly and great service, product as described and delivered on time, with tracking 😀”

Helpful Report

Posted 1 year ago

“Ordered some shoes for my daughter. They arrived quickly and fit as you had half sizes. I had no problems but would say perhaps have a box for a different delivery address to the person ordering as I had to use her address as my address! Thanks”

Helpful Report

Posted 1 year ago

Thanks very much for your review. I just looked at our checkout and it has both the billing address and delivery address so you just need to click "change" under the delivery address and add your new address. Many thanks.

Posted 1 year ago

“UPdated as they did respond and tried to resolve the issue.”

Helpful Report

Posted 1 year ago

Hi Paul. I've just spotted your email in our spam folder. Please accept our apologies. I'll reply to this straight away.

Posted 1 year ago

Urban Surfer is rated 4.7 based on 992 reviews