Urban Planet Reviews 72

Although the people in the store were extremely friendly and professional. This is not a review against those guys. This review is against their corporate marketing scheme of putting a huge sign at the entrance saying "Buy one get second item 50% off storewide" then you go to pay and they tell you, these items are not included. Then they tell you that the small print says select items. Whoever made this marketing sign should be fired, cause storewide means storewide. Well if they think they are outsmarting their customers, all they are really doing is pissing them off and losing customers cause there were at least 10 customers there with the same complaint and disappointment.

Great store, great selection, great staff!

Extremely disappointed with at Les Promenades Gatineau-urban planet. I was never told at the checkout that they have a strictly no-refund policy (only exchange or gift cards). When I tried to discuss this, the staff were incredibly rude and unprofessional. On top of the bad service, the quality of the clothes is poor compared to the price, and you can find much better value online. I do not recommend shopping here—save your money for stores that actually value their customers.

Girl on the till was rude. No eye contact, trying to explain to her where did I took my item, never listen. Urban Planet Prince Albert SK

My daughter and I were Christmas shopping at Urban Planet (1659) at the Village Mall, St John NL and it was not a very inviting environment. The store was very messy and unorganized and the staff were not friendly. When we got our items checked in the only interaction was the mention of one item I had being BOGO free and I picked through my items to show that I knew of the sale and had the other. I paid for my items and there was no mention of exchange policy , no marks on my receipt to show where it was and no “thank you” or have a nice day. All the workers looked like they wanted to be anywhere else but there!! I worked retail many years and am dumb founded by the experience.

Ordered on Dec 1, got notification it was on its way Dec 5… it’s now Dec 16 and the carrier service doesn’t have package I’ve called left emails and talked on the chat asking for someone to get in contact with me regarding my missing package and have not gotten a single response back… after x4-5 attempts. Their customer service is horrible. Don’t buy from here

The service was great and Cas and Riley were so nice and helpful☺️☺️☺️

If I could give zero stars I would. I ordered two grinch shirts for my kids spirit week on the Dec 1st at 5:14 am. The shirts are needed for the 15th so I thought great, lots of time based off their promised processing and delivery times. No one was helping. I finally got an order has shipped email on the 8th after a few email complaints and a customer service rep lied and said it was in transit. It most definitely is not. The shipping company has not received my package to deliver. No one is responding to my emails anymore, I feel like they are ignoring me. I have asked for a refund multiple times and no response. This is by far the worst company. I don’t typically buy from this store but they had a better grinch shirt deal. Biggest mistake. Never again.

I ordered a 50.00 gift card for my Granddaughter on December 3rd. I realized that they were sending it to my address not hers and asked them to change it. They said they would try. Today the 11th of December I get an email saying it’s out for delivery to my address. Her birthday was on the 9th. I will never shop with them again.

I made an online purchase on Dec 1, 2025 for $33.55 charged to my credit card. I never got an acknowledgement of the order nor the expected delivery date.

So far I have not received my order when 9 days has elapsed. i called your customer service and was told that they only take care of in store concerns. I have to sent an email for online purchase, and was told that they will investigate and respond within 2 business days. I sent two emails already and have not received any response.

I hope you can follow up on my order and respond ASAP.

The Sunday manager at the Outlet Collection at Niagara on the Lake location provided one of the worst examples of customer service I have ever seen. Although the very cashier was very polite, the manager contradicted an accomodation she offered. I would not have minded this at all, if she had even apologized once, but she was very rude about it. She rudely told me, despite what the cashier, had said, that I had to return to the back of line due to its length, but did not offer at all to open another cash but instead just unboxed items nearby. When I confronted the manager about this, (I had been very polite to the cashier and to other customers in line, some of whom I asked to go ahead of me) she escalated the situation in a way I have never seen a manager, whose very job customer service, do, asking me if I knew she was the manager, and not even acknowledging my concerns, even if she was not able to accommodate them. Her attitude was awful. I left without buying anything.

Bottom of the barrel fast-fashion slop that makes Temu look like Givenchy. If you want your pants to unravel the day you buy them, by all means, this is your place.

Delivery is horrible. They keep rescheduled the delivery. Don't believe about the 48 hours shipping.

Terrible customer service. Rude agents (via email customer service). I’ll find somewhere else to shop.

I bought online. The package never arrived they claimed maybe it was stolen but there was no refund or even proper respond from them. I stopped shopping from there.

I went into store #1533 (Devonshire Mall) knowing exactly what I was going to purchase. I approached the first employee I saw (cashier #933342) & she directed me to the item. She said her name is Ty. Ty was VERY helpful in helping me figure out what size to purchase. She also informed me of a BOGO sale that I ended up taking advantage of. Ty made great eye contact and was very friendly & personable. Great experience!!

I went to urban planet Erin Mills town centre, never see customer service like this. Very bad attitude girl at the cashier
Sales person/ Cashier # 921827
Don’t know how to speak to the customer, no smiles on her face, throw my clothes to bag like aggressive
Never recommend this location

Worst costumer service BUY AT YOUR OWN RISK. First off I was missing items from my order because the cheap flimsy bag they shipped it in tore at one of the seams, I sent them photos of damage and they didn’t respond for 3 days and now want to launch and investigation?? This is so insane but whatever I want my money back at this point, will update review to what they say.