Urbandecay Reviews 

I RECENTLY PLACED AN ORDER ONLINE FOR THE HONEY PALETTE. THEY HAD A SALE AND IT WAS FOR $24.50. I ORDERED ON MAY 9,2020. I HAVE BEEN WAITING AND WAITING AND GOT AN EMAIL FROM URBAN DECAY SAYING THEY HAD CANCELLED MY ORDER WITH NO EXPLANATION AS TO WHY, BECAUSE I HAD NOT CANCELLED MY ORDER. I, FINALLY GET THROUGH TO SOMEONE VIA CHAT AND NAYMAR TOLD ME THAT MY ORDER HAD BEEN CANCELLED DUE TO SLOW PROCESSING. I ASKED NAYMAR TO HONOR MY ORDER FOR THE PROMOTION FOR $24.50. SHE SAID SHE COULD NOT DO THAT BECAUSE THE PROMOTION WAS OVER. I SAID WELL URBAN DECAY CANCELLED MY ORDER AND I FEEL THEY SHOULD HONOR THE PRICE EVEN THOUGH THE PROMOTION WAS OVER. SHE SAID NO! I THEN ASKED FOR THE MANAGER OR SUPERVISOR AND SHE GAVE ME THE NUMBER 1-800-784-8722, I ASKED HER FOR A DIFFERENT NUMBER TO CONTACT BECAUSE I HAVE BEEN CALLING SINCE MAY 18, 2020 AND I GET PUT ON HOLD AND THEN DISCONNECTED. I CALLED AGAIN YESTERDAY AND I WAS ON HOLD FOR 3 HOURS!!! NO ONE ANSWERED AT ALL. I HAVE EMAILED WITH NO RESPONSE FROM ANYONE!!! I MEAN DO THEY NOT HAVE ANYONE THERE TO ANSWER THE PHONES ? I AM SO AGGRAVATED AND ANNOYED THAT I AM GOING TO BOYCOTT URBAN DECAY FOR A WHILE. IF I COULD GET IN TOUCH WITH SOMEONE THEY WILL GET AN EARFUL FROM ME. I THINK THIS IS HORRIBLE CUSTOMER SERVICE. NO RETURN EMAILS, NO RETURN CALLS, CANCEL ORDERS DUE TO A FAILURE ON THEIR END AND NOT THE CUSTOMER. HOW IS THIS FAIR AND HOW IS THE RIGHT. I HAVE BEEN A LOYAL URBAN DECAY CUSTOMER FROM THE UNITED STATES FOR SEVERAL YEARS.

It’s been 7 weeks where is my order????
I understand there’s a lot going on but it still stated 2-4 working days delivery I get cut off if I try to call and no response to my emails or DMS was a friends birthday present too will never order again

Made an order on 05/01, received a shipping notification on 05/12, and item is still awaiting pick up.

The one star is for customer service. I placed an order on 5/6/20 and received one email confirming the order saying it was being prepped for shipping. Eight days later, no additional info or update although the payment is pending in my PayPal account. I am currently on hold with customer service trying to speak to someone about the order status and have been on hold for over 45 minutes at this point. I also tried chatting and am currently waiting for someone to respond, have been waiting on chat for almost one hour, and got a message saying my estimated wait time was 3 minutes 15 seconds. It's been 3 minutes 15 seconds for almost one hour.

Wow wish I checked trust pilot first.
I have spent one full month trying to order approx £90 worth of products from UD. Both times the payment failed and they failed to inform me on either occasion until WEEKS after I had placed either of the two orders after chasing them via phone, online form, email and fb. I have been making plenty of online payments with the issues, the first time they blamed PayPal, and the second time directly through my card they couldn't say why, but it was there fault obviously (strange every other online retailer was taking payments successfully!) They refused to do ANYTHING to help and kept telling me to try again but I would have to start over, losing any discounts or promotions from my order. A month long headache. I will not be using UD again and all I can hope is people with the same experience as me get their voices heard loud enough to stop other people making the same mistake.

Worst customer service. I’ve called and emailed. NO RESPONSE on either. Ordered 11 days ago no updates. Who’s running this company? Never order again

Can’t speak for the customer service as I’ve never had any issues. Orders arrive quickly and there’s always various great discounts for top quality products. Their lip tints will change your life.

I can’t fully comprehend why there are so many bad reviews for Urban Decay.

I use them and purchase their products regularly (mainly due to them being cruelty free and the quality being fantastic). The pigmentation of their eyeshadows to the long lasting foundation and the beautiful mascara I cannot fault it one bit.

Also recently ordered a concealer and a few other bits as I was beginning to run out. Received constant updates and it arrived promptly.

The only thing is I believe they should downsize on their packaging. A huge box for such small products is a bit of a waste and over the top. However, overall, I am super happy!

Didn’t send me the free products I got with my order which totalled nearly £120. I wouldn’t have spent that much otherwise, but to “restore my faith in UD” they offer me a 20% off code without an expiry date. This is utterly useless to me; I will be a student until at least 2024 therefore entitled to student discount which is 25%.

Urban Decay’s customer service is absolutely non existent - I’ve tried to get through countless times and they are always “experiencing a higher than usual call volume” and proceed to hang up. Been in touch on twitter DM and the clown behind the keyboard appears to be copying and pasting pre written responses which have very little relevance to the points I have raised and any questions asked. Promised me a phone call back within 24 hours, two days later and I’ve had absolutely nothing.

I will be reporting Urban Decay to trading standards because they have dealt with this in an utterly shameful way: no other global makeup brand would even dream of adopting this approach to customer service (if you can even call it that). You wouldn’t get this at MAC or NARS is all I’m saying!! Urban Decay have lost a very valuable, repeat customer.

Horrendous customer service. No option to make a complaint on their website (try it), do not answer emails, continues to put off matters in the hope I will let them keep MY MONEY. I returned a product that arrived faulty and have been continually chasing them up for my returns postage refund. They’re honestly a bunch of crooks!!!
A disgusting company - I will never ever shop urban decay again.

Stay away!!!

I ordered Starfire Heavy metal Glitter Liner Trio on the 4th of April. The money was taking out of my account on the 17th of April. I thought it was odd it took so long to process the payment. I tried to log on to my account to track the order. I couldn't get logged on? Requested change password several times, never received one link. Emailed customer service for support. Followed the instructions as advised. Still couldn't reset my password. I emailed again with the order details and requested a tracking update. The advisor confirmed the item was out of stock at the time of purchase and reassured me I would not be charged.

I tried to settle the dispute. Firstly by sending the email confirmation of the order, a screen shot of the transaction from my online banking & my full bank statement. The advisor responded the bank statement isn't necessary however requested for "a image of the urban decay transaction"?!?

This is the worst customer service I've ever encountered. I wouldn't advice ordering from the website direct. In future I wont invest in urban decay products it has put me off funding this brand when they are stealing from customers.

Never sent free samples out with order and then can't be bothered to email you back when you ask where they are??

Urban Decay have taken the same payment 3 times and are now stating the order was never made, i have sent all evidence, statements, etc and they just keep trying to pass me to someone new. It appears they want to keep customers money, even during this pandemic.

Do not pay for online orders with Urban Decay! Terrible service

I wouldn’t bother.
Personally I spent extra to qualify for free gifts. Didn’t receive them and was advised twice tough not available see our terms and conditions. Not great customer service at all.

Spend more please but we will not give you what we offered!

Wow it took 30 min to finally get a hold of someone on the phone and she acted like she was not even awake and had a hang over (this is noon and we are in the same state. Her name was Yarmaris. Obviously some people should not work from home because they aren’t taking their job seriously, and then became really snarky at me. I hung up and called back and been on the phone for 25 min and still no answer. Their CS really sucks big time!

I purchased a palette for the first time off their site. Was excited until it came looked like it has been tested on. Been calling two days no reply. Worst customer service ever

Switched to UD from MAC because of their non testing of animals and their very popular Naked Skin foundation being the only one I’ve ever found that completely suits my skin (no exaggeration)
I’ve had a few lipsticks that become staples too. Of course the naked palettes are extremely popular with everyone. As of 2020 everything I’ve relied on for years and years and trusted has been discontinued! Not with much notice either. Replaced with things that really don’t work as good. Why change something that isn’t broken UD?? Max factor have stocked staples for decades and women return time and time again to buy them. Product loyalty is everything in cosmetics.
I’m not the sort of person usually that can’t live without anything particular, I always adapt! but after wasting tons of money trying other foundations, shadows and Lipsticks from non animal testing brands that eventually didn’t work out I’m now forced back to MAC after all these years 😖. The worse part is the customer care team really don’t care. I won’t be returning for anything now sadly!

They discontinue every item regularly, even best sellers! Stupid strategy (they clearly never heard of the importance of customer loyality to run a successful business...) and they clearly could not care less about what their customers want. Don't bother buying anything with them, if you like it you will never be able to buy it again.

I have been using Urban Decay products for 3 years now like their eye shadow palettes, blush and lipsticks and they are by far one of my favourite make-up brands! I have most recently tried a small bottle of their all-nighter setting spray and then have soon after ordered a big bottle of it, as now that I've tried it I'll never switch back. It's a big plus that they're cruelty free as well!

Bought following from Urban Decay
Black Waterproof 24/7 glide on eye pencil
Wild side glide on eye pencil
Electric empire glide on eye pencil
All of them cannot be sharpened. Product too soft despite trying several sharpener. Pencils completely wasted. Complete waste of money. Too expensive for this to happen. Took goods back to T3 Heathrow to complain. Staff totally not interested at all. Very unhappy customer