Urban Surfer Reviews 

Order Reference: 31039 (WEB31039)

It seems like this company have given up. They're quick to take your money but the items you buy don't show up, and they don't respond to emails.

AVOID LIKE THE PLAGUE!!! SCAM WEBSITE!!!

Ordered 2 items on the 30th August, its now the 13th September and still no sign of my order. The ETA was yesterday which is utterly stupid considering the so called company is in the UK and only a few hours drive from my house. I understand that companies use couriers but 2 weeks to wait for a delivery is not acceptable. I was told I would get a tracking number which never happened. I have requested a cancellation of my order to which I have had no response. I also emailed them twice yesterday and guess what.... no reply! I have now had to contact my bank to sort this out via the fraud team. Absolutely disgusting and would give them a minus star if it were possible.

Im having to edit this due to the reply from urban surfer..... i can assure you that not all emails have been replied to. I have 2 emails here that you didnt reply to from Saturday to Monday. Also no tracking number and its now been 17 days since I placed my order. Simply put..... you shouldn't be advertising and selling items that you dont have in stock. Sure trading standards would have something to say about that!

I ordered 2 pairs of boxers on the 26/08/26 which was to go towards a birthday present. This cost roughly £51. It was expected to come 3 days later. I did not receive my order or even any tracking information or emails regarding where my parcel is or why it may be delayed. I emailed urban surfer and they didn’t get back to me. I contacted them a second time to which they responded it would be with me in the upcoming 5-7 days. Again, this did not arrive and still no tracking information about the issue. I disputed this payment with Klarna, however was still expected to resolve the issue with urban surfer myself where I have since sent them two emails asking for a refund due to poor communication and not receiving my order as the birthday had since passed. They still have not contacted me back, no refund, and am unable to dispute with Klarna until they contact me or Klarna about issuing a refund. I do not recommend ordering from this company, communication is non existent and you get no information or care about your delivery and it will most likely not come. I should have read the other reviews before ordering. £51 I most likely won’t get back.

Less than one star. This company never delivered my 6 year old’s birthday present, the main present he wanted was a skateboard. It’s still not here now…
No tracking information, no updates, lack of any substance from on replies from customer service. Promised dates just pass without any communication.
Lost for words really

Update: they have now deleted my name from my account details since I requested a refund. Now they are not responding at all! Complete silence.

Awful experience, makes me wonder if this is just a scam business?
Order placed and delivery expectation set as 5th August. By 10th nothing has turned up and no notification of dispatch. Customer services apologize and commit to an urgent update. Nothing arrives so back in touch and commitment made to update within 3 days. Once again, maybe unsurprisingly nothing.
Dispute raised with Paypal.
No proactive comms from them, I had to contact them every time.
Update: Then they flagged my review as 'defamatory'. Says it all really. Trustpilot came down in my favour.

Item delivered in good time. Very pleased with quality. Excellent !

They do not deserve 1 star. DO NOT SHOP HERE. Scam site!!!!!

Massive scam. They take your money and then you never hear from them again. Don't answer emails. Don't reply to the contact form on the website. Their phone lines are premium rate and blocked. The scammer is Karl Smith from Tyne and Wear. Photo attached below. Avoid at all costs.

Ordered on the 9th of April with a dispatch date of 17th. Was contacted on 21st to be advised the item wasn't in stock - even though they are still advertising it on their website.
Was also advised that they had me contacted earlier via email, however no email was received. Reals concerns if that's the case there has been a breach of GDPR.

Would never use again.

Please do not use this company . The delivery took over 20 days and I had to send a lot of emails . The absolute worst .

They don't send item or reply to emails, I have had to request a refund via PayPal dispute

A really disappointing experience. My order was never actually dispatched, despite being given a tracking number for a 48-hour delivery service. The tracking never updated over a 5 day window, when I contacted them to query the tracking, I was told the issue was with the tracking system and to just expect the delivery the following week.

That didn’t sit right with me, so I checked reviews on Trustpilot and quickly realised this seems to be an ongoing issue with them. Based on that, I decided not to wait any longer and raised a chargeback on my credit card.

Would strongly advise avoiding using this company.

Edit:

Interestingly, as soon as the chargeback was approved, the tracking information that had been provided has now mysteriously disappeared altogether. This only reinforces my concerns about how this order was handled from the start.

Edit (after company response):

They’ve now responded four weeks later, claiming they have “no recollection” of any contact and can’t find my emails. That’s surprising, given I did reach out at the time and was told to wait longer from the orders@ email address and from the same member of staff replying to trustpilot reviews

Shifting the issue onto customers for supposedly not getting in touch, or suggesting there’s no record of communication, doesn’t reflect well on Urban Surfer at all. I have already raised and completed a chargeback due to the lack of delivery and unclear handling of the order.

This response only adds to the overall lack of confidence in how issues are managed and affirms my believe that people should avoid purchasing from Urban Surfer completely.

Wish I could leave a -5 star review and wish I had checked reviews first too.

DO NOT ORDER FROM HERE!!!!

Ordered my son a pair of Vans for his birthday 2 weeks ago took my money but still now update or response from my chaser emails. And still have not received item nor been told it's even been dispatched. You should be ashamed of yourselves you scammed!!!

" Hi xxxx,

Thanks very much for your order, it's really made our day! A computer in the warehouse has just made a loud "bing" noise to alert the staff that our number one customer has entrusted us to quickly and efficiently pick and pack their order.

What's next? As soon as we've packed your order we'll send you an email... "

well it's been 11 days and no email so presumeably not packed. why? i guess they don't have it and took my money with a plan to do something but clearly not what their 'folksy' email said i could expect.
i've emailed them.
we'll see

Avoid, returned an item bought online using the returns procedure. Tracking shows delivered however no refund. Emails are not answered, had to request a refund through my credit card company. Terrible experience, avoid at all costs.

Further update to say that I did eventually get a refund but only after posting this review

Do not buy from this vendor. Absolute scam! He lies about arrival times and gives you a much later date once you have bought the item. He then cancels your order without confirming this but gives no refund. Luckily I went through PayPal and received a full refund.

Hello Urban Surfer Team. I’m reaching out this way as I have had nothing back from a number of emails I have sent. Royal Mail tracking through the service you provided in your returns information shows my item arrived back with you on 09/02/26. When can I expect a refund? The postal address shown on the label is DH6 5AT which is different to the one showing now on your website. I really need the refund. Please can you help? Order number 26608

I have had to liaise with the customer service team and they were really good in responding to my queries. They replied each time I had to e-mail them.
I chose Urban Surfer primarily because they use Royal Mail to deliver. My items did take a little while longer but it was worth the wait knowing I would not have any delivery problems.
I will be purchasing from Urban Surfer again.

I’ve not received my order, calls aren’t answered and emails not replied to. Worst experience ever. I just want my money back now, but that looks unlikely. Really really poor and upsetting. DO NOT ORDER FEOM THEM!

Took 2 weeks to arrive
Staff were notably unsympathetic and lacking in apologies
Delivery date was not kept to
Packaging poor
Returns process painful

I ordered online as I wanted a quick and easy purchase.... couldn't believe how far from this it actually was