Urbandecay Reviews 

non-existent customer service received 3 defective eyeliners with the same batch number—obviously a bad batch of production. I contacted customer services and had a few replies then they ghosted me.

Have an issue with an eyeshadow palette. Spoke someone on the phone who bizarrely asked me to send in a photo of it? I duly did and never heard from them again, despite emailing on at least two occasions. Doesn’t deserve one star! Very poor customer service. Cares nothing for their customers.

DO NOT BUY FROM THIS COMPANY!!!!
I HAD A FAULTY PRODUCT AND THEY ARE REFUSING TO ANSWER MY EMAILS AND RESOLVE THE ISSUE.
WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED.
THEY HAVE LOST A LOYAL CUSTOMER

Was on hold for 5 minutes until they told me I was 5th in line... No excuse for this level of understaffing for a low-traffic number. Not to mention they've brought in all NEW items automatically discounted - so no one can use a discount code across the entire site (I couldn't find a single item I could use my affiliated carer discount on). That's either a mistake, malicious design or stupidity, none of which look good. Altogether it looks like lazy management.

I have been a regular customer for many years. The first time was a problem with my order. The matter was resolved to a high standard, but of course it wasn't fast, I had to wait about a week, but everything was as it should be. I like UD products the most for their quality and uniqueness.

Didn’t even deserve one star
Ignorant man very unhelpful no customer services skills at all
First and only time I would use this company
AVOID !!!!!!

Ordered an item off the site and did have confusion after not receiving an email confirmation after ordering? A few days had passed and still no order confirmation or any update to the order! I had to call up to get the order sent out and to ask for a confirmation to be sent. Did receive my parcel the next day after this, however, it did feel like I had to ask to receive my goods which is odd?! Not the most reliable site but the staff were very helpful so all ended well!

Never used to have a Problem with this company. whenever I ordered something it always arrived without any issues. However in the last couple of months there have been notable issues whilst logging in or trying to check out from the website. When checking out errors and your items will be stuck there. However wait a couple of hours or try again next day you’d manage to check out with the items that you wanted. I went back onto my account yesterday and I had trouble logging in. I have no idea why but whenever I try to login it says my password was not recognise which is very weird because it saved in my phone and never had any issues before. Tried the password reset and nothing was sent through which was odd! Nothing in the inbox or junk box so the password reset request wasn’t working. Emailed customer services and no reply!! I purchased the item again online today and had to check out as a guest instead and at the end it asked if I wanted to create an account with them. I thought this was weird because I already had an account with them so I gave it a try. I know that if you are already registered with any company you will not be able to sign up to the website with the same email. So signed up with the same email and for some reason it registered my account. This means that the systems have wiped off my account and order history which is why I was able to register again. I’m unable to check / verify my past orders and history of orders to confirm whether they’ve been delivered or not. That is quite shady and quite dodgy in my opinion because if you are a customer trying to chase up an order they’ve just wiped out your whole history and you cant prove it - prove that you ordered something from them unless you refer to your bank account. I’ve noted the reviews on trust pilot and all the one stars and for some reason this company has massively gone downhill in a couple of months - especially since Dec 2021! Think this needs to be flagged up to trading standards because my concerns are that the company are in financial difficulty and may be trading illegally- if it is struggling / going under. This may be why a lot of people May have not been getting their orders and having no luck with customer services!

I ordered an item on 29 December. The money was taken out of my bank account on 2 January. I had still not received the item by 5 January. I rang to enquire and was told the money had not been taken. I told them it had and was told they would send the item and escalate the enquiry. I had still not received my order by 10 January so I rang again and was told the escalation had not been dealt with, but she would send an urgent email. I contacted Resolver on 12 January to make a complaint. Today 14 January I have received an email stating the item is not in stock and I will receive a refund in 5-7 days. I emailed back and told them i want my refund immediately.

This company knowingly took my money when they did not have the item.in stock, that is theft.

I will be reporting them yo Trading Standards. They are despicable.

Avoid like the plague. I would have given 0 stars if the option had been there!

Ordered Naked 3 palette at the end of November and had an email on 2 December to say it was on it's way and I would get a further email giving me a tracking number - I never did. I emailed them twice (tried to telephone but no luck) and had no reply. I then contacted PayPal on 23 December to sort the issue and had an immediate reply from 'Ethel' at Urban Decay to say that when I ordered the item it was out of stock so I should have had a refund. I checked the bank - no refund. Had a reply 2 days later from my previous emails saying the item had been sent on 2 December and to check with Royal Mail - the tracking number was invalid. Contacted PayPal again and had another email from 'Ethel' saying it had been sent on 12 December! DO NOT BUY DIRECTLY FROM URBAN DECAY'S WEBSITE!!!!

Ordered an eyeshadow pallet week before Christmas paid for express delivery because I knew I was cutting it close. Simultaneously got an email confirming my order was shipped and was refunded for the item (note: not the money for express shipping). Called up for explanation polite staff told me likely the item was out of stock (though it was still listed on the website) but would escalate my query regarding refunding delivery. Its been three weeks and I've heard nothing. Very disappointed, wish I had read the trust pilot reviews first!

Not good - Ordered a lipstick on the 14th December. A few days later a box was delivered. There was no lipstick inside the box. There was a teensy weensy sample size spray to 'set my make -up'.I had no idea such a thing existed. I called to report the problem and was told that the issue would be escalated to the relevant department and that someone would get back to me. No-one did. So, then I sent an email and once again I was told that it would be escalated to the relevant department and that someone would get back to me. I am still waiting.........

DO NOT PURCHASE FROM UD. I HAVE PAID FOR THREE LIPSTICKS AND HAVE NOT RECEIVED THEM. HAVE BEEN EMAILING AND HAD NO REPLY.

I would give it 0 stars if I could. I placed an order on the 8th November 2021, email came through confirming order has been placed. 9th November I receive an email saying shipment on its way and that I will receive another email shortly with my tracking information. No 3rd email and no order well over a month later. I have sent 2 emails with no response, my order is a Xmas present and doesn't look like I'll be receiving this anytime soon looking at the other reviews on here. They should not be allowed to sell online if they can't keep up to orders awful service! I need to know where my order is at urban decay or I wnat a refund!

Terrible, terrible customer service!. Had my package delivered to my local Morrisons, when I went to collect it wasn't there. I have been back 3 times since to check. Still not there. It has been over a month and the package is still missing. I have emailed UD 4 times up until this point, only had a response to one, which pretty much said it had nothing to do with them. Sad to see that similar things have happened to so many people.

I wish I had read the reviews on this site before buying from these guys. Ordered an eyeshadow palette for the first time and applied the 15% discount, and was promised delivery in a few days with a sample gift.

When I received the parcel through Royal Mail, the box had nothing but black tissue paper and no item. This box had not been tampered with and was properly sealed, which meant whoever packed the item failed to put anything in it. I tried with no success to contact them online and have sent several emails to them. After waiting an hour I was told they couldn't deal with it and to wait until someone will get back to me. Still waiting and have had £40 taken from my bank.

Obviously after reading these reviews I feel doubtful I will get this resolved, especially as they have not replied to any of these one star reviews. Disappointed.

Awful customer service. I placed a order over 3 weeks ago and it took me to ring them directly to be told that my product was out of stock and if I would like a refund. I said yes for still not to have a refund to this day when ringing twice and being promised I should get it in 3-5 working days then to be told in 1-2 working days. Awful awful service will never buy of this company again!!!!!

Awful- I sent some items back it’s been nearly three weeks and haven’t received a refund. No responses via email and on the phone daily FOR HOURS!! worst customer service I have ever experienced

Don't order from them online got my order completely wrong and won't acknowledge my message worst customer service I have ever experience utter shambles.
Not responding to any messages and I have tried to contact them on all social media platforms.
Spent over an hour on the phone to a non existent customer service

So disappointing

been almost 2 weeks, got sent a tracking number that doesn't work and then had to wait an extra 4 days after it has been escalated twice. Now I have received an email saying the payment was unsuccessful and I need to reorder - the payment WAS SUCCESSFUL and shows on my bank account. Customer service have been no help at all I have had to wait on hold for hours now and I have no order and I have paid for absolutely nothing and have no way of getting my money back. AVOID ORDERING ONLINE,