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Urban Surfer Reviews

4.7 Rating 949 Reviews

93 %

of reviewers recommend Urban Surfer

Company Reviews

Product Reviews

4.7

Based on 949 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 91%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

Urban Surfer 5 star review on 7th May 2023

Jonathan Cotton

Urban Surfer 5 star review on 13th August 2022

Urban Surfer 5 star review on 1st March 2022

Urban Surfer 5 star review on 1st March 2022

Urban Surfer 5 star review on 1st March 2022

Urban Surfer 5 star review on 26th January 2022

Urban Surfer 5 star review on 25th June 2021

1

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 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.”

Posted 1 month 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 month 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”

Posted 2 months 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 2 months 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”

Posted 2 months 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 2 months ago

“Took ages for my delivery to arrive. The product was shocking and I can't return it or get a refund.”

Posted 5 months ago

“Total mess. Bought a scooter for christmas. Unwrapped the bag and the box was bashed up. Scooter has rips in the sticker and scrapes all over the metal. Theres no way i can give this to my daughter for christmas. Photos attached. Thought buying early would help budget but now im going to have to buy the same saltrock scooter from somewhere else. Really dont reccommend buying from here.”

Posted 5 months ago

Hi George. I'm sorry to hear this. I've checked all of our emails and live chats and can't find any messages from you. It would have been great if you gave us a chance to rectify the issue. I've asked customer support to get in touch.

Posted 5 months ago

“8 days on from the estimated delivery date and no product to be seen yet”

Posted 7 months ago

“Didn’t receive the majority of my order! Not happy avoid buying from them if you want your order.”

Posted 7 months ago

Hi Danny. I'm sorry your order is incomplete. I can see that you've contacted customer services recently but haven't given us chance to reply and and rectify the issue before leaving feedback.

Posted 7 months ago

“Items arrived damaged. Box was completely torn apart and there are several marks on one of the items.”

Posted 7 months ago

Hi. I'm sorry to hear this. As you've left an anonymous review I'm unable to link it with an order. All you need to do is contact our fantastic customer support team and we'll be happy to rectify the issue.

Posted 7 months ago

“Item not received.”

Posted 7 months ago

Hi Laurian. I'm sorry to hear that. We did respond to your email on Sunday but have not yet received a response on how you'd like us to proceed. Feel free to respond so we can rectify this for you.

Posted 7 months ago

“Still haven't received my sunglasses yet !! Still waiting !!!”

Posted 8 months ago

Hi Steven. Sorry to hear that. I've checked our messages and can't see where you notified us of this. Unfortunately we're not able to offer assistance if we're not aware there's an issue. I have asked our customer services dept to get in touch to rectify it.

Posted 8 months ago

“Awful experience and will never ever use again!! Wrong item and wrong size sent! Very tardy and disappointing response.”

Posted 10 months ago

Hi Ben. Thanks for your review and apologies that you received the wrong item. Having looked through the correspondence I can see that we offered a free return and full refund for the incorrect item so I'm not sure what else we could have done. You're welcome to reply to our last email if you still think there's more we can do for you. You're still welcome to return the item of course.

Posted 10 months ago

“I can't write a review as I haven't received my sunglasses yet. I've tried communicating with the delivery company but, nothing. Please can you help.”

Posted 10 months ago

Hello, I am sorry to hear you haven't received your order yet. However, your estimated delivery date is 12th June which is on your order confirmation. Kindest Regards Dannii

Posted 10 months ago

“I haven't yet received my goods the driver took photo of apparently leaving parcel on my doorstep. I've raised with urban surfers and Evri no one is wanting to take responsibility be aware”

Posted 1 year ago

“not receive my item yet. Allready receive from china, but from Uk not.”

Posted 1 year ago

“Didn’t receive the item, no communication when asked what happened. No refund given:(”

Posted 1 year ago

“I cant review something I haven’t received”

Posted 1 year ago

Hi Nick. I can see your order was delivered 2 days ago. Can you please check with your household and let us know if there are any issues. I've also emailed you.

Posted 1 year ago

“Goods have not arrived, email ignored”

Posted 1 year ago

Hi Yasmin. I'm sorry that you have not received your order due to the national Royal Mail strike which has affected every courier across the country. I can see your email was answered on the 12th Dec explaining this and we've not received a response from you since. We'll be happy to help if you're still having issues.

Posted 1 year ago

“I’ve not received the parcel till now (17 may 2022, ordered 11 days ago) I can’t track the delivery status”

Posted 1 year ago

“We did not recieved our order yet.”

Posted 1 year ago

“Still not received my order”

Posted 2 years ago

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Urban Surfer is rated 4.7 based on 949 reviews