URBANARA Reviews 1,570

I haven’t received my order of a rug ordered February 6th as a gift and none of the phone numbers are working to be able to speak with someone. No response to my email either. It’s really frustrating as I fear I’ve lost over £ 200 and have now read that Urbanara have filed for bankruptcy. I need help with this matter ASAP.

I should have read these reviews before placing an order last week. Emailed this company 3 times, no response. Customer service non existent I have a horrible feeling I have been scammed. Placed an order for a rug that is meant to be in stock. Still not dispatched and delivery date given. I have asked for the order to be cancelled after reading these reviews but no response.
Do not go near this company
27.2.24 I contacted citizens advise and they have confirmed this is scam company and advised to report to action fraud police

This is an awful company that still hasn't amended it's shipping window. DO NOT ORDER. We ordered our rug on November 11th and they keep saying there is a lag with getting it shipped from Germany - seems to be ongoing but their website is up and running and has no mention of it.

Do not get involved. In stock delivery 10 to,14 days, so they say. 4 excuses later and 8 weeks wait, Order cancelled on being given a deadline for delivery.

I placed an order with URBANARA over two months ago and can confirm this company is an absolute SCAM. I have emailed them daily, they have stopped responding. URBANARA places the blame on some company called LUMALAND which also is unresponsive. After weeks of hounding them with emails the best answer I got was to file a fraud complaint with my credit card company. I'm still out over $400 with no product. Keep in mind I made this purchase on URBANARA.COM and on my billing statement it clearly states that URBANARA took my money. DO NOT BUY ANYTHING FROM THIS COMPANY. They will take your money and ghost you. A straight up and down scam. The only way I was able to get their attention after several weeks was by commenting on their social media pages, my comments were removed and I was blocked. An absolute pathetic excuse for a company. the absolute worse online purchase experience I have ever had in my life. You would think when you pay for a premium product you wouldn't have to deal with this. SCAM SCAM SCAM

If there was an option to do so, I would give no stars. On 9th October I placed an order for an bedspread. Looking at the tracking record, it reached as far as UK customs and then got stuck. On contacting Urbana I was told they would look into it but could not give me a refund until the parcel was returned to them and that they, and I, would just have to "wait and see". They could not tell me how long we would wait and see before assuming the parcel was lost.

Buyer BEWARE! Awful quality and they wrote to me on the below after offering me a voucher:

Hello,

Thank you for your message.
Unfortunately, we have to inform you that the management board of our parent company The Social Chain AG filed an application for the opening of insolvency proceedings in self-administration on Tuesday, 25 July 2023. The court has granted this and ordered provisional self-administration. In agreement with the management board of Social Chain AG, URBANARA GmbH also had to file an application for the opening of insolvency proceedings with the competent local court in Berlin on 27.07.2023, unfortunately. The local court then appointed the Berlin lawyer Friedemann Schade from the law firm BRL as the provisional insolvency administrator of URBANARA GmbH on 28 July. Currently, all available reorganisation options are being examined for us. The clear goal is a continuation of the company and a long-term restructuring.

Your order UK-18812 falls in the period before 28.07.2023 and is by law an insolvency claim, which means that we are not allowed to process it for reasons of insolvency law.

With kind regards
Andreas Fiege
Customer Service Agent

URBANARA GmbH
Alte Jakobstr. 85/ 86
10179 Berlin
Deutschland

Angemeldet beim Amtsgericht Berlin Charlottenburg unter der Handelsregisternummer HRB 136641
Steuernummer: 30/123/76422
Umsatzsteuer-ID: DE 815243934

Geschäftsführung: Sanja Stankovic

This company is the absolute worst. Do not believe their return policy - complete crooks. Their goods are of poor quality. I followed their return process, including their instructions on which return service to use. They have failed to pick up the item from their post office and now the item is being returned back to me! Throughout this process, I have consistently emailed them asking them very politely to pick up the item and process the return. DO NOT BUY FROM THEM.

the worst delivery and the worst quility

Criminal service. They took payment for a rug, went silent for weeks, and when I got in touch to ask where my item was said they had 'only just found out' the item had been damaged in transit and it was the last one in stock. They said they would refund but never did. Do not buy from them!

Terrible company, avoid if you can.
I ordered a rug, was sent a wrong item and was told since I have not ‘refused’ the delivery (which contained the correct paperwork, but INSIDE the parcel was a wrong rug) I have to return the order and place another order for the item I wanted. Customer service was rude and dismissive and the main line was ‘the system does not allow’ which is synonym for ‘computer says no’. Will most certainly not be buying from this bunch again.

The rug ordered on 23 Nov was delivered today. I have absolutely no complaints about the product itself BUT I will never under any circumstances buy anything from this company ever again because the service provided by Urbanara’s courier (UPS) was so abysmal. Info received via app and emails contradicted that from UPS customer services. Delivery was re-scheduled FOUR times causing huge inconvenience. When I contacted Urbanara customer services to intervene on my behalf I received a response which was curt and unhelpful.

Utterly rubbish customer service. UPS messed up the delivery several times and they have been singularly unhelpful. Don't buy anything from them.

I paid for an item - rug underlay - 5 weeks ago. The item is not delivered. The customer service team refuses to refund me. This is theft. This company is not acting legally.

Do not shop with Urbanara. This has been one of the worst experiences with customer services.

I ordered two rugs that were sent with DHL. I did not choose the carrier, Urbanara did. When my rugs weren’t being delivered and delivery kept being rescheduled for no apparent reason, I contacted Urbanara and received a response saying it’s out of their hands once the carrier takes the parcel!!

I cannot actually believe that the company that has my money for the product, doesn’t give a buyer any say in the choice of carrier and then responds saying, in basic terms, ‘it’s not our problem once the carrier collects’. I’ve never ever experienced anything like it.

I finally received the items (with no help from Urbanara) and wanted to return them. Someone arrived to collect and Urbanara told me that they cannot provide me with any sort of tracking number to track my return. Another very strange approach to customer service.

I was told to wait 2 weeks from the date it was collected and if I hadn’t received my refund to contact them. I did this and was then met with a response (from the very same incredibly unhelpful customer service person) that it was now 2 weeks from the date they received the item back. When I responded asking about the other information I received, this sales person sent me the same email again word for word. I then sent another response asking if I could get an update on where my parcel was and again the representative wouldn’t answer my question and sent me the same email again. I received the same email 3 times in a row and not a single question was answered.

I think this is the most shocking customer service and I will let everyone know not to put themselves through this with Urbanara. It’s not worth it and there are other brands with great customer service and a team who actually answer the phone.

I’ve been trying to call Urbanara and nobody answers. It keeps you on the line for 10 minutes and then sends you to a voicemail. Like another person who commented, I don’t think there is actually a team to answer the phone.

Shocking and not worth it. Don’t shop here.

I have never in my life left an online review so this is just a reflection on how frustrated I am with Urbanara and how ridiculous their service is!!! I purchased a few rugs. After calling customer service about colours before purchasing I was advised that customers often buy a few just to see how they look as its free returns. So I thought, Ok ill just do that. The rug I have chosen is actually beautiful and I love it but the returns process for the ones I don't want has been a total nightmare. Urbanara don't arrange home collection so you have to take them to the post office HOWEVER Royal Mail/Parcel Force consider them oversized and won't accept them. So you have to arrange your own returns through a global shipping company back to Germany. I've spent hours getting quotes, filling out customs form with all the invoice details, weight, product codes etc, paying the cost up front and then hopefully get the money back from Urbanara? I'm yet to see this. I've litrally spent a full day on UPS sorting it all out and to be honest the customer service at Urbanara has been pretty weird - a mixture of being short/sorry there is nothing that can be done and then saying oh but we can refund all the cost, sure its fine if you just arrange everything. Very odd and would defiantly think twice about ordering anything from them again. I feel like I've spent so much time arranging shipment, Urbanara should be paying me as an employee!

I would have loved to have given Urbanara 5 stars as the towels and bedding I ordered are very lovely (and are something different) BUT Urbanara are being told, by their customers, time and time again to be open and transparent that orders are shipped from Germany and could therefore face import charges. Yet they continue to 'hide' this by having a .co.uk URL and then not having this info on page one of their website. If they are really listening to their customers than they would be upfront. They do reference these facts within their website (and T&Cs), as they themselves state in their responses on this site, but it is clear customers are not getting this. As I say lovely products but they are not being transparent. I see negative comments re: their customer service but I received good service from Peitro. Another area where they are not listening is re: UPS, who handles their UK deliveries, who are not great at customer service (everything is automated) which reflects badly on Urbanara. Again if they really want to listen to their customers they'd change couriers.

I would advise people to give this company a wide berth. The web address is Urbanara.co.uk but everything else is Berlin based. This is a German company masquerading as British see other reviews about unexpected import taxes and fees. A fundamentally dishonest company.
My complaint is about delivery issues and the strangest customer service experience I’ve ever had. After various delays and changes to my delivery dates I eventually got notice that my rug would be delivered between 9.45 and 13.45 on 3/3/22.
As it still hadn’t been delivered by 14.15 I emailed Urbanara to ask what the problem was. I received a return email telling me to phone the delivery company (obviously the one they had chosen and had a contract with) I called them and as expected was held in a queue. I then telephoned Urbanara who simply told me to wait until it was delivered - hours? Days? Weeks?The answer I would have expected would have been that he would contact UPS,the company they had chosen and had a contract with, and Resolve the issue. Instead I was told that once they had given the rug to UPS it was no longer anything to do with them - an unusual approach to customer care.
When I pointed out that my time was important to me and I had already wasted 4+ hours that I would never get back, the remarkably arrogant rep said that I should keep a sense of perspective,did I not realise that people were losing their lives as we spoke!
How someone could be so crass and tasteless to compare an admittedly heated discussion about something as trivial as a rug with the appalling atrocities being carried out in Ukraine was completely shocking.
The rug eventually arrived a couple of hours later.
The rug is ok but overpriced.Itlooks like an Ikea/ Habitat type rug but for more than double the price.
Since writing this review I have received a reply from Urbanara.
This made several ridiculous allegations.
That I had exhibited violent behaviour - on the phone!
That I had used vulgar language - I used an expletive in shock that they would throw Ukraine into the discussion.
That I had treat there rep as an inferior. Absolute nonsense. I have worked in education all of my life if there is one thing I believe above others it is equality and equality of opportunity. The rep came across as arrogant and suggested that the delivery issues were mine to sort out. People who have self esteem issues often hide behind a facade of superiority and arrogance this appears to be the case here.
They also claimed that the delivery was ongoing. UPS gave a delivery window of four hours I waited in for the whole time. I contacted Urbanara after the window had passed.
I now receive via Trustpilot the same response to my comments every half hour.

WARNING! If you haven’t used URBANARA yet. Just don’t bother. URBANARA.CO.UK is NOT a UK company and as such the time from ordering to delivery will be at least four weeks despite what they say in the shipping info on the website. This is due to delays processing and dispatching and NOT logistics/customs issues. Both items were listed as ‘ready to ship’ but it took over two weeks for URBANARA to even process. It was another two weeks before I received UPS tracking info and even then UPS hadn’t actually taken receipt of the package.

I am still yet to receive my order so I’ll update if I, like many others, get stung by customs charges.

TL;DR….. IF YOU WANT YOUR ITEM DELIVERED IN UNDER A MONTH. DO NOT SHOP AT URBANARA!

@ URBANARA customer support. Don’t waste your time responding to this. I’m sure you’re very busy. Apologies are all very good but you need to state realistic shipping times and warnings about customs charges on your website.

I ordered a throw on 16 January for a birthday present. I’m still waiting. UPS told me it would be arriving today. Then it was rescheduled for tomorrow, then Friday, then Monday. Not sure I’ll even get it then. It will be over 3 weeks wait time from date order was placed.
I emailed Urbanara last week to find out where my delivery was. They apologised and offered me a 10% discount on a future order. I won’t be ordering from them again.