Urban Outfitters sent me a damaged item. Because my order was forwarded to the Netherlands, their return label was unusable.
Customer service explicitly instructed me to buy my own return shipping label and confirmed in writing that the cost would be reimbursed once I provided the receipt. I did exactly that.
After I paid and sent proof, they admitted the agent gave “incorrect information” and then refused to reimburse, hiding behind “policy” and telling me to claim it with the carrier instead.
So Urban Outfitters can make a written promise, let you spend money, then walk it back. Unacceptable.
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