Shocking customer service. I ordered an OUTDOOR rug which turned green after being out for approx. 9 weeks - during the summer months. I was told that this was because I had not hung it to dry when it got wet! I was a little confused by this given the description stated it was extremely water resistant and also given it was an outdoor rug. I would have expected this had I left it out over the winter months. This was clearly not fit for purpose but the company refused to listen and also refused a refund. I posted a review on the rug to warn others that this was not an outdoor rug and the review has not been published. Use this company at your own risk the customer service is shocking and the returns policy they state on the website it non existent.
Response to response - the rug was wet due to showers a handful of times and it was hoovered regular. Although there are no care instruction on the website nor did the rug come with any. To clarify the Bottom of the legs on the coffee table we’re rubber not wood!
Review by Onil Tveen2 months ago
Worst customers service ever.
I loved their products but in all my orders I cannot remember one delivery on time. When you ask they can only reply with a standard message about IT problem that caused delay in about 1,100,1000 orders and good will be dispatch in middle of next week. After more than 1 month I received 1 of 5 part and not yet news about the rest. If I reply as they do, my customers, my company will loose all customers in 1 week. I’m so so disappointed, I even ask to be refund and they just ignore me sending me the usual standard answer. I suppose the company is managed by robots, for sure in the customers service dept... but I’m sure that this is my last order with them.
Review by PigeonGenocide3 months ago
I bought their cotton Percale bedding which is very good quality with a great smooth texture. I'm very happy with it. My bugbear is that most of the bedding I needed was out of stock. It also took weeks to come as they were having issues with their suppliers. They also sent me the wrong pillowcases.
Review by Encino3 months ago
Item ordered on 10th September. No update on the item until I emailed them on 17th September, when they told me my item would be delayed. I asked for them to cancel the order as it would arrive too late (was a present) and they said that was not possible.
I chased up again on 27th September and raised a dispute via PayPal which seemed to have prompted my item to have been shipped at least. Conveniently the item was updated to "shipped" within a couple of hours of me raising the dispute.
UPS tracking says that the item was shipped on 30th and is due to be delivered by 4th October.
No customer service to speak of, only provide updates or information when you complain. Now I will have to go through the return and refund process which has poor reviews.
Try find the item elsewhere. I have no faith in this company.
Review by Baxo11 months ago
Very helpful and would recommend - the only thing i didn't like is that the parent company in Germany kept sending me emails written in German to fill in a questionnaire!
Review by Kathleen Schroeder11 months ago
My throw arrived promptly and looks exactly as I hoped it would. Will definitely use this company again.
Thanks to all concerned.
Review by Wllogo1 year ago
Good quality rug, great colour and fast delivery. I would definitely recommend!
Review by Ms Meldrum1 year ago
Even just a small order arrived in the wrong size. So sad. I updated my review as their return policy is easy and rational.
Review by Edgarcito1 year ago
Fantastic service, quick, informed delivery. Great products.
Review by Shahsultan1 year ago
Great value for money. Excellent Customer Service.
Review by Fressingfield1 year ago
quality products, excellent delivery times
Review by Sofeina Converset1 year ago
Arrived promptly and very pleased with the quality.
It’s as described and all dealings with Urbanara were professional and helpful.
Wouldn’t normally order a rug online as thought I’d need to see it but it’s excellent!
Review by Panchabakesan1 year ago
Good products, good customer services. Never had reason to complain at all. Reasonably good value for money too.
Review by Tsun1 year ago
Refund policy clearly states that refunds are possible before product is dispatched. Customer service contracted this. When parcel finally arrived ( 9 days from order date) I had to be home to refuse it in order to get a refund. I would not use this company again.
Review by HarryK1 year ago
Extremely high quality of customer service, found upon a slight problem with the order – isn't this the only way to tell how a company really performs on customer service?
Extremely happy with the outcome. Quality cotton bedspreads.
I would have absolutely no hesitation from ordering from this company again.
Thank you very much Urbanara.
Review by Alvino1 year ago
I bought two merino wool cushion covers and feather inserts.
They look beautiful on my leather sofas and being in the sale was excellent
Review by Jerrey1 year ago
I just wish they had next day delivery available...also when I tried to phone the company I didn't get a reply
Review by Thiti1 year ago
Beautiful items efficiently sent great to find a company that delivers free and gives free return.
Review by Fav1 year ago
I got two cushion covers. Excellent quality and speedy delivery. Will be ordering more soon.
Review by Roeli1 year ago
Update: I've since discovered that the pillowcases were not the advertised size and are much larger than expected. They're far too big for our pillows and Urbanara have not responded.
"Received prompt and helpful response to my product enquiry before ordering. Placed order for duvet cover/pillowcases with ease on 07/04/18 which arrived safely from Portugal today. Order and tracking information updates regularly received. My order was well packaged and thoughtfully wrapped with free returns label, invoice and brochure enclosed. Product appears to be good quality for price paid. Excellent experience all round and would definitely recommend!"
Review by Minniemoo1 year ago
I bought a Coimbra Towel Collection which were incredibly poor quality. I returned them the same day. UPS stated they had left the parcel with a neighbour which was untrue and caused a lot of stress. The only good thing I can say is that Urbanara customer services were incredibly helpful hence 3 stars and not 1.
Review by Mee1 year ago
It's a fantastic throw, soft and comfy but out of the box there was a pulled thread. I really didn't expect that poor quality. So, 3 out of 5
Review by IreniBelle2 years ago
I bought a beautiful wool throw. It was delivered quickly and was nicely packaged. Best of all it was on sale. This was my first purchase and didn't know what to expect. I was impressed with URBANARA. Couldn't be happier with my purchase and will definitely be back.
Review by Cmcc2 years ago
I needed to cancel an order within one day (Sunday) that was placed outside of working hours, and even though the order had not been confirmed, was unable to do so. Very disappointed and surprised there was no 'cooling off' period.
Review by Sylvua Mcsweegan2 years ago
Just the name of the company fills you with confidence and a feeling that you will be provided with some unique and quality products. I was not disappointed; having ordered some bath towels they arrived and were as expected and more.
A quality product from a quality retailer.
The deliver took longer than expected but was worth the wait.