Urban Touch Anmeldelser 71

Absolutely terrible experience. The first time I used them I ordered a dress directly from them for a Xmas party, was sent without the belt, couldn’t wear it. Complained and the belt arrived a week later (after the event I needed it for)
Most recently in March I ordered 2 dresses from Urban Touch via Debenhams. I put the first experience down to a busy Xmas period. I wish I’d never ordered the dresses. Both arrived 17th March and were what I could only describe as the Temu version of what was advertised on line. One was £58 and another £62, the quality was shocking! They were tiny and extremely short! I packaged them up and processed a return code the very next day dropped them off at the post office for Evri 18th March. I heard nothing and never even received a “we have your return” email. I chased this with Debenhams who after requesting proof of postage which I supplied, advised the seller said they can’t find your package!! They had to escalate this with them 3 times. I have finally today after chasing every day, had confirmation Debenhams are refunding me and I’ll have my money back 24th April. I wish I’d read the reviews about this seller before I ordered from them! I really do believe had I not purchased through Debenhams I would never have received a refund! Reading others experiences I have no idea how they’re getting away with this.

If I could give zero I would. The dress I paid £50 for arrived and was cheap crap. The sizing was bizarre, super short and I’m 5ft2. Material was almost scratchy. Colour was different, worse than what you would expect from SHEIN. Then I asked to return and they basically told me to batter in but it would be at my own cost. I’m not sending it back because I absolutely do not trust them to refund me for it and believe they will keep both my money and the dress. Scam site. Avoid.

Ordered from Urban touch, I was contacted by Stacey in their "UrbanTouch Customer Happiness Team" to be told the item I ordered was not in stock in the size ordered.

I was offered options of waiting, choosing a different colour at a 30% discount or cancel the order. I elected a different colour at the discounted price, the item arrived but no acknowledgement of my emails or discount. What is the point in offering this if you aren't going to actually do it? Its the principle that frustrates me!

As per other reviews suggest, this store has poor customer service and does not respond to you. Shame as the item was actually very nice, but I wouldn't buy from here again as if you ever need to return an item or have issues you are simply ignored with poor customer service.

Avoid.
Totally ignored when I was sent a faulty item, which fell apart. No response to any emails for weeks. Will have to claim money back through the bank,

I have contacted via Live chat on their website and responded in a second. They were so helpful and the product I received is amazing. So excited to wear it on my daughters wedding party. Also I would like to stae that they delived the product next day of my purchased even I placed standart delivery service order.

Great customer service

Want to say a huge thank you to the customer service team for resolving a shipping issue.

They responded quickly and offered brilliant customer service.

Best customer service and product!
This is my second time, I purchased a dress from Urban Touch and I am so happy with my dresses and their helpful customer service. I purchassed wrong size bur was so helpful. They arrange exchange and refunded the unwanted size immediately.

I placed an order on the 29th December still not received and no responses to my emails

Bought a top which unfortunately did not fit. Returned for refund on 11 December, tracking acknowledges delivery on 15 December. While I appreciate it has been the Christmas period I have had no acknowledgment of my return, despite two emails. I will be contacting my card issuer once the minimum term has passed but I cannot recommend strongly enough that you do not buy from this retailer who at best are disorganised and at worst stealing from their customers.

I wish I had checked reviews on here beforehand as my experience is unfortunately much like others trying to obtain a refund.

I returned a fully labelled dress via Royal Mail tracked delivery that has now been with Urban Touch for 3 weeks yet I haven’t received my refund or heard anything from them about it despite it being outside of the legal 14 day window they have to process refunds. I have tried to contact them multiple times via various channels but heard nothing.

When I originally placed my order the next day service I paid for turned up 3 days late so I am also chasing a refund of the shipping cost. But again, no response.

To echo other reviews, I cannot advise strongly enough to avoid this company as they are somehow getting away with not processing customer refunds - avoid the hassle and shop elsewhere!

The dress was beautiful but didn't quite fit properly. I sent it back well within the refund limits, undamaged, unworn, Royal Mail tracked to the address customer service told me to use. It arrived weeks ago and no refund. Customer service ignored me via email and botchat. So... fine if things go well, rubbish if they don't. Sell on ebay or vinted because no one will help with refunds.

I recently discovered a women’s clothing brand and bought a dress — the quality is surprisingly good for the price I paid. I chose standard delivery, but it arrived the next day! Very happy with the experience and definitely recommend it.

Absolutely shocking customer service!
I returned my parcel via Royal Mail tracked delivery within the 14 day returns policy.
Royal Mail were unable to access the building therefore delivered to the delivery office for collection.
According to my tracking number this is where it remains ?
I have attempted to contact Urban touch via email several times with only one reply asking for my tracking number. Since then I haven’t had any replies , I have also contacted them via instagram chat with no answer!
My order was worth over £100 the dresses did not fit or suit me hence needing to return them.
I would avoid this website at all costs if you are looking to buy multiples and then return !

I ordered a dress in two sizes for a wedding kept one and returned the other via royal mail signed for this was received and I have confirmation of the person who received. Return refund policy 7 days it is now 10 and after three emails sent, tried calling on 0208 310-8029 incorrect number announcement and tried mobile to no avail. I am disappointed in a copy who doesn't bother to reply to emails or communicates an update so given only 2 stars. I liked the dress but not the company communications.
UPDATE: Due to good customer service I received from the advisor yesterday I have changed the experience to four stars...refund on its way and good communication.

I ordered a dress, stunning dress very happy, but unfortunately it was faulty. I contacted customer service and they were very helpful and said they would exchange. I sent the dress back 28th may. I have followed the Tracking and it was delivered / received back to them 5th June.
I received an email from customer service and they were very apologetic and I received my refund.
So I'm happy to say even tho there was a delay at the start. They responded and resolved this issue. So overall I'm very happy with the service I received.

I ordered 3 dresses to try for a wedding. I ordered two sizes of one type and immediately knew it wasn't right for me so didn't try them on. I kept the third in a different style.
I saw the bad reviews on here after I'd ordered my dresses, so I didn't even risk trying on the ones I was less keen on and I took photos of them. I was a bit worried about returns but thought it would be ok.

I returned the dresses weeks ago now and I've heard nothing, despite contacting Urban Touch twice.

I've given this two stars because I received compliments for the dress I wore, but unfortunately I told the people who asked where it was from that I didn't think I could recommend to company as I had a feeling I wasn't getting my money back.

Updated: Urban Touch have been in contact now and arranged my refund so I have moved my rating up.

Best customer service ever! I purchased sizes just in case if it doesn’t fit and send the bigger one is back. I received my order in the next day despite i didn’t choose the next day delivery service. They refund me immediately. Stacey was so helpful when i ask the return process. Thank you!!

Ordered a dress for a wedding last Thursday for a next day delivery. It hasn't turned up. I have tried emailing, Instagram chat and nothing. Soo frustrating

I ordered two dresses from Urban Touch for a wedding. I tried them on and they were too big/didn't suit me so I wanted to return them. Problem number 1: there was no returns form in the bag, so I emailed the company to see if it would be a problem. No response. I had to return it anyway as there's only a 14 day window to return items and receive a refund. I returned the item fully tracked via Royal Mail & have seen via the Royal Mail tracking service that they have received it within the 14 day window. However, I have not received my refund (even waited the 2 weeks it can take to come through) & they have not responded to any of my emails. I don't even know what to do or who to contact at this point as they have effectively just kept my money and the items without any further communication. I cannot advise customers strongly enough - don't risk it, shop elsewhere!

Urban Touch is a small, family run business striving to be the best they can. Ordering was smooth and the item arrive beautifully presented.

In the beginning the wrong item arrived and it was a little frustrating trying to organise a return and refund.

However, once I had made contact via their online chat the service was excellent. Everything was organised quickly and efficiently. Stacey was helpful, friendly and understanding. There wasn’t enough she could do for me. I have been very impressed with their customer service.