Urbandecay Reviews 

After 5 days got my product however still didn’t receive my loose powder

Price went down and I sent email and still my product is not here and no response from customer service

This is very poor service and I dnt know if I will get the product or the money which is a lot

I signed up to their newsletter to receive 15% discount as intended to buy some products. The code never arrived. I contacted UD, no reply. SCAM

Hideous, I wouldn’t even give them a star! I’ve got a missing product and they won’t come back to me or refund my money!! I’ve emailed in excess of 5 times. Completely unlawful and shouldn’t be allowed to happen!!! I would advise anyone to stay well away from purchasing from them.

They have the worst customer service ever, if you ask a question they reply with something totally unrelated. One instance being when I asked if a product was ever coming back into stock to be told it was in stock, I wrote back that it wasn’t in the colour I had asked about only to be told “oh no we haven’t got that one”. Today I wrote to ask why I hadn’t received my free sample as I had spent over £70 and ticked the box and was told “always check our offers” funnily enough - I had! I once asked about selecting a suitable foundation shade and was told to go into a shop - I shop online because there aren’t any near me, Don’t ever rely on getting a sensible answer from them.

I had an issue with a product bought just before lockdown 2020. Hardly used as WFH but it was much thinner and greasier than previously having repeat purchased for years. I didn't have the receipt and just emailed to ask if they had changed the formulation. I could give them a batch number and photo of the 'Original' eye primer but that was all. They immediately offered me a full refund which I hadn't even asked for! Took 2 more requests to find out if the formulation had changed as I didn't want to replace this if so - and they had. It should have at least said on the tube 'new formula'. But I was very happy with polite and helpful customer service when I called to chase cheque which in fact arrived in the post same day.

Shocking customer service, ignored and rude staff when my product was faulty also money was taken out my account 10days after purchase when it did come off at time off purchase!

Lost my custom. This was mid-COVID but a late review. Ordered the expensive Stoned palette and received 2 separate orders and deliveries? Checked detail, they processed my order twice in same minute. How? No safeguard in the system, otherwise it would have flagged mine; 2 orders, same address, same item, same amount, same minute. That's a duplicate transaction - not the hardest to flag in system. Refused to help or listen, clearly blamed me and told me to return 'the item I ordered' if I didnt want it. I understand errors happen, its what you do to fix them that counts. I wont risk it again.

Amazing customer service with friendly advisor's. I would 100% recommend Urban Decay. I love their products and Hannah was fab! More than happy to help me find the best foundation online for my skin! Thank you Hannah!

My order from UD arrived quickly and was well packaged. The make up looks great so all in all a good experience.

Appalling customer service, I won’t ever buy from their website again. Ordered an eye primer on 1 April, money was taken from my account and received the confirmation email. Then waited and waited. Now- 12 days later, after an email to them asking where the item is, I phoned them to be told the item was out of stock. They claimed that no money had been taken - it has! It is showing as having left my account!!! Luckily I paid through PayPal and have started a dispute to get it back. But what a terrible company and terrible customer service!!!!!!

Horrific customer service. The worst I had ever experienced. Customer service representative was rude. They kept responding with the same response and ignored my issue with a faulty product.

Useless and rude customer service. It doesn't matter if you've been a customer for years and complain only once about a problem, they don't read your emails at all, they contradict themselves on what they say, they just don't care. They just send the same copied and pasted text over and over again and then tell you they're super efficient. This company doesn't offer any help or compensation if your order is faulty, so make yourself a favour and order using PayPal in case something goes wrong. PayPal is the only help you'd get. Actually, avoid this company, the customer care doesn't exist here.

Awful awful awful awful customer service !was sent a broken eye shadow pallete- was asked to send the photos . Did everything only to be advised to send it back for a refund or replacement! I am shielding with a new born baby and now have the huge inconvenience and risk of travelling to a post office to send this though. This company is a shamble ! Do not buy from them. They have the worst customer service !

I have never experience attitude like it from a Customer Service team!! Purchased an item that was faulty, so contacted them to inform them I wasn't happy. I was asked to provide proof of purchase, photos of the item from every angle, batch code etc. They then requested the item was sent to their freepost address to be "checked" and said to get proof of postage. I sent this item on 12th November and nothing has happened since!! I have had to chase them and just continually get fobbed off on e-mail's saying they are looking for the item. I rang up this morning and was spoken to in such a rude, abrupt manner by their representative. I was basically told its my problem and without a tracking number there is nothing they can do. I honestly have never experienced such poor customer service and the way I have been spoken to and treated throughout is disgusting!! They do not care and now my only option is to make a claim with the Royal Mail which will only pay out a maximum of £20 even though the product cost much more! I honestly have been made to feel like I am lying throughout the process and that I have had to constantly prove what I am saying. A very untrustworthy and disappointing service from what I thought was a reputable brand :(

In all my years I have never ever had such horrendous customer service. Ordered £200 of brushes for a Xmas gift, never arrived, ok that happens but don’t expect UD to deal with anything. They may as well put two fingers up as that’s their attitude. Shocking. I’m now requesting a copy of my call ( being ignored so far) just so I can share with the world in social media. Worst customer service I have ever come across so they are to be congratulated on that I suppose.

Terrible customer service! You aren’t able to return anything because they won’t acknowledge your return even with a tracking number! Will number buy from them again

Very disappointed. Was happy to have found a brand that is cruelty free, however I received my order today which was 3 items. One of which is damaged. Having contacted the customer service team they told me there is nothing they can do unless I arrange and return my product back to them and depending on availability they would then send another one out. I am shielding due to being in the vulnerable group and explained this to them and there was no care at all. Awful customer service, wish I had looked on trust pilot before spending my money with this company.

There are many other make up brands out there that are cruelty free too so I shall take my business elsewhere.

Ok so after reading so many negative reviews on hear regarding customer services after placing 2 separate orders with urban decay one for a very expensive gift set and then the following day for a lip pencil and lipstick to get my 15% off. After the second item getting despatched first I panicked, I messaged the customer services to have basic information, of there are delay in orders and me thinking great I’m in trouble after reading so many negative reviews after I placed the order and going through Google to see this was often a response given by UD to get home and ring the call centre be told that the item was out of stock and couldn’t get a refund it was obvious he didn’t have a clue what he was talking about it was obvious he wasnt properly trained and so I knew I needed to ring back so I rang straight explain everything, and about the previous guy and everything was absolutely fine and to be that they might not be shipped in order everything in stock and it was obvious the guy knew what he was talking about and I trusted his judgement it was again obvious and so both items arrive today. It didn’t take me hours to get through to the call centre infact first time was answered straight away, and the next call within under 2 minutes it was pretty clear the first guy didn’t know what he was talking about I can understand this been annoying for people however. All these negative reviews are horrendous to read as it scares you to death I mean urban decay is not cheap infact 130 pound for a stoned valt make up set is excessive even in the sale but it’s the most beautiful thing I’ve ever seen. I will continue to use urban decay, I’m so Glad I read the horrendous reviews after I placed the order as it would have put me off ordering. I placed my orders Sunday evening and the second one Monday morning and they both came on the Wednesday so within 2 working days of placing both orders one came via DPD which was the higher priced item and it was tracked Royal Mail 24 for the lesser items but still expensive non the less.

Absolutely awful.. no customer care whatsoever. Don't give two hoots if anything goes wrong.
Still not answering my complaint .

Ordered a mascara on Black Friday. Said will be processed within 24 hours and receive email once dispatched. 2 weeks later, no email received. I called the helpline and was on hold for an hour. Spoke to someone who said it’s not been dispatched yet and is taking 3 weeks so should get an email within a week. No email received. Finally got an email from PayPal saying I had a refund from urban decay. No communication from urban decay that they had cancelled my order. Will never buy from them again.