Urban Surfer reviews

Good Morning Jessica!

Thank you so much for the excellent review! We are so pleased you were happy with our goods and services!

We hope to be of service to you again in the future!

Kind Regards
:)

Hi Jacob,

Thank you so much for the brilliant review!

We are so pleased that you were happy with the service and the goods provided and we look forward to being of service to you again in the near future!

Kind regards

Hi Craig,

Thank you so much for the brilliant review! We're really pleased that you found what you were looking for and that you have had a five star experience on our site!

We look forward to being of service to you again in the future!

Kindest regards

Hi Tim,

It's awesome to hear how highly our customers rate our service and products, and reviews like this are appreciated more than we can say!

Thank you so much for your excellent review!

We look forward to being of service to you again in the future!

Kindest Regards

Hi David,

Thank you so much for this fantastic review!

All of our customers reviews are important to us but it is realy awesome to hear when we have fulfilled your expectations with regard to service, products and even down to packaging!

We can not thank you enough for your commendation and look forward to being of service to you again in the future!

Kindest Regards
Kind Regards

Hi Joe,
I have investigated into this further and looking back through our correspondence with yourself the glasses were shipped in time as agreed, though not promised, as this would be irresponsible of any company relying on a postal service to deliver goods as conditions for shipment cannot be predicted. We can only assume the delays you experienced were due to the UK bank holiday and can only apologise for this. We pick and pack products then they leave with Royal Mail at 16.30 each working day. Once they leave our warehouse the situation is out of our hands, though we do correspond with Royal Mail and do our best to make sure our customers are cared for as best as is possible, arranging re-delivery etc where necessary and updating our customers when requested.
We did do this in your case, and as we did all that we could to help you so I can only say that I'm sorry to hear you will not be shopping with us again in the future and thank you for your review.

Hi Claudia,

Thank you for the fantastic review. Your thoughts and recommendations are greatly appreciated and we hope to be of service to you again in the near future.

Kindest Regards

Hi Chris,

Thank you for your review.

We order our stock direct from the manufacturer, Globe, in France. We have the back order system so we can provide the whole range of Globe's stock to our customers rather than limit what we make available to you. This does mean there is occasionally a slight delay in our customer's receiving the goods but I remember explaining this to you myself on the telephone.

What I can not understand about your review is that you say we received your goods three days before they were shipped to you and this is not the case at all.

The shoe syou ordered were sue to arrive with us on the 14th May 2013 and they arrived early on the 10th. On the 10th I arranged the shipment of these and at 16.30 the same day they were dispatched to you.

There was no delay in their shipment at all. Infact it seems they should only have arrived with us today so you have received them early and I can assure you that I did hurry this process along as we never make our customers wait through any unnessesary time scales. All orders are our priority.

I would greatly appreciate if you would contact us regarding this matter as I am now concerned as to how this three day delay in shipment has occured?

Aside from this I am happy that you were satisfied with the rest of the service provided. I can only apologise that there seems to be a misunderstanding somewhere along the line.

I'm also sorry that you feel you were only provided with a 2 star service after everything and hope that shopping iwth us again in the future would be somethign that you will consider as the team and myself would love to get another chance to give you the 5 star service our customers deserve!

Best Regards

Hi Victoria,

Thank you for the fantastic review! Your views of our business are much appreciated.

We're very pleased to hear that the service and goods you purchased were more than to your satisfaction and hope to be able to be of service to you again in the near future.

Kind Regards

Good Afternoon,

Thank you for the review! I'm pleased to hear you are happy with the service received and with your goods.

We hope to be able to help you again - if there was anything at all we could do to make this a 5-Star service for you please do not hesitate to let us know as we aim to please our customers 100%

Best Regards

Hi Kirsty,

Thank you so much for the fab review!

We're really pleased to hear that you are satisfied with the goods and services you have received. We hope and look forward to being of servie to you again in the future.

Kindest Regards

Hi Garth,

Thank you for your review. I can fully understand your frustrations however due to the fact that our vendor flagged your payment as high risk we were unable to ship your goods and you were refunded immediately.
The reason the order was not cancelled until the afternoon was due to the fact that we were awaiting confirmation of the payment status from our payment vendor.

Having spoken to you a few times on the phone myself last week I remember explaining that once money is shadowed from your account by the vendor it can take up to 5 working days before this goes back into your bank account depending on who you bank with.

The money should now be back with you and on behalf of Urban surfer I can only apologise most sincerely for the inconveniences caused to you.

I am pleased you have managed to locate and order the shoes again, it would be a shame to not get what you are looking for.

I know we have gotten off to a bad start but we do hope to be of service to you again in the near future.

Best Regards

Hi Reka Benko,

Thank you for the excellent review.
We hope to be of service to you again in the near future.

Kindest regards

Hi Charlotte,

Thank you for the review. We're glad to know that you were happy enough with the website itself though very concerned with what you have reported about the delivery issues.

The issue is clearly with Royal Mail and I assure you we do have an investigation on-going with your local dispatch office and with the company as a whole as to how this was allowed to happen. We pay for their services to complete our obligation to our valued customers and do not expect occurances such as this to arrise ever!

I can not apologise enough that you have experienced this problem and urge you to file a complaint with your local postal service regarding this issue.

I can not express enough how sorry we are to hear of the way your order was treat and would like to think we can rectify this for you somehow as like all of our customers, we do value your custom and care about your views of our company.

I have sent you an email privately with an offer for only you in hope that this will help you to trust Urban Surfer's goods and services again in the future.

Kind Regards

Hi Jade,

Thank you for your review.

Having looked at the item you ordered, it is clear that the item available in the dropdown is listed as white and that the image shown is not white. I'm sorry that this has caused you confusion.

It is not realy that the photo shown is not accurate, just that the item was available in various colours and sizes and you selected a different option from the colour shown in the image. Therefore you have received the item in the image but in white rather than the grey which is displayed.

I apologise for the inconvenience this has caused but am very glad to know you are still happy with the item.

Hopefully we can be of service to you again in the future.

Kind Regards

Hi Sarah,

Thank you for the excellent review.

We are so pleased to hear that you were happy with the goods and services we provided and hope to be able to help you again in the near future.

Kindest Regards

Hi Sasa,

I'm sorry that you were displeased with the items we have displayed. As your reference to this is not very clear, please do not hesitate to contact us regarding the probelm via sales@urbansurfer.co.uk. We can certainly look into the issue and wether or not we can help to resolve it.

Otherwise, thank you for the good review and we hope to be of service to you again in the near future.

Kind Regards

Hi Jimm,

Thank you so much for this great review! We are very pleased to hear you are happy with the service we have provided and hope to be of service to you again in the near future.

Best Regards

Good Afternoon,

Thank you for the great review! I'm pleased to hear you are happy with the service received and with your goods.

We hope to be able to help you again - if there was anything at all we could do to make this a 5-Star service for you please do not hesitate to let us know as we aim to please our customers 100%

Best Regards

Morning Mark,

Thank you for the great review! We love to hear that our customers are happy :)

As for a bigger range of kids clothing, who knows what the future holds!

We hope to be of service to you again in the future.

Kindest Regards

Hi Debbie,

Thank you for the update of your review.

I'd like to take some time to go through the review with you step by step so you can see our issues with your complaint.

Firstly we are as disappointed as you were that you received a damaged item. All of our orders are shipped brands new with tags from the manufacturer and it seems your item was damaged in transit for which we can only apologise. I believe we have done so via email and over the telephone profusely.

We advise £3.00 as generally, most second class returns do not come to more than this though granted, due to the weight of the bag the item did come to more. However I believe you paid £8 not £13 and you will certainly have found that this money was fully refunded as soon as we received your returned item as promised.

As we explained very clearly to you on the telephone from the outset, we do not cover returns postage via a pre-paid envelope or via a cash transfer to our customers as quite simply; we are not big enough as a company to provide this service cost effectively.
Prior to placing your order you should have agreed to paying your own returns costs in accordance with our Terms and Conditions that you will have read before you completed your order. Please re-cap on your knowledge of these at:

http://urbansurfer.co.uk/content/3-tc

Please see points 12.1 to 12.8 this should certainly help you. If you did omit to read these when prompted to agree with the Terms and Conditions during the placement of your order then it is in your own hands that you were not aware of our procedures. We can take no responsibility for your actions.

With regard to being further out of pocket, this was only temporarily. I agree that it can be an inconvenience; however it is something that we will be looking to improve on for our customers as our business develops and grows.

I'm sure you will agree 100% that the very day we received your bag you were refunded with no question and we also covered your £8 postal expenses as we agreed.

With all due respect, you really have made out as if we have had you pay for the cost of the return postage with no compensation having been provided from ourselves when this is not the case at all.

I'm sure you will be pleased to know that it is a review we will use in future meetings when putting forward ideas on how to improve for the better for our customers and your negative feedback has been taken into consideration.

Finally I'm sorry to hear that you will not be shopping with us again in the future.

Kind Regards,

Hi Mr Dyer,

Thank you for the review. We take all reviews seriously (good or bad) in order to improve our business for the future.

I can confirm that you were refunded for one item and you received a confirmation that this refund had been issued after you posted this review.

We hope these errors don't put you off shopping with Urban Surfer in the future.

Kindest Regards

Morning Tanya,

Thanks for the awesome review! We love seeing our customers happy :)

We hope to be of service to you again in the future.

Kindest Regards

Hi Phillip,

Thank you for the great review! We love to hear that our customers are happy with the service we provide.

We hope to be of service to you in the future :)

Kindest Regards

Hi Aaron,

Thanks for the brilliant review! We're delighted to hear you're happy.

We're looking forward to being of service to you in the future :)

Kindest Regards

Hi Oliver,

Thanks for the great review! We hope you spread the word about Urban Surfer :)

We hope to be of service to you in the future.

Kindest Regards

Hi Ricc,

Firstly, we're sorry to hear you're disappointed with us. We take all reviews, good or bad, seriously and use them to improve our business.

However, it does clearly state on the product page that the shoes are available on backorder and usually come into stock within 3-5 working days. I personally confirmed this when you phoned up. As for the next day delivery option, this means that the shoes would be sent out for delivery next day as soon as they arrive. Usually, they'd only be sent out 2nd class.

On this occasion, a technical error meant that the shoes were displayed on our site, despite these not being available to order from Globe. We agree that this shouldn't happen and isn't good enough. We've been working hard to fix this.

We felt that we kept you up to date on the status of your order and once we found out they were unavailable, we issued a full refund right away. We feel we did all we could to help you.

We're very sorry you were disappointed with our services.

Kindest Regards

Hi Mr McFadden,

Thank you for the great review! We're delighted to hear you love your items and our delivery was fast!

We hope to be of service to you in the future.

Kindest Regards

Hi Ian,

We're delighted to hear you're happy with our service and products.

We hope to be of service to you in the future.

Kindest Regards

Hi Sue,

Thanks for the awesome review! We're glad you and your Grandson are delighted with the headphones - they're pretty good aren't they!

We're over the moon to hear you're happy with our customer service too. After I personally helped you on the phone and then emailed you, I'm happy everything worked out well :)

We hope we can be of service to you in the future.

Kindest Regard

Hi Michael,

Thanks for the great review! We love to hear you're happy with the service we provide.

We hope we can be of service to you in the future :)

Kindest Regards

Hi Nikki,

Thanks for the awesome review! We love to see our customers happy :)

We can't wait to be of service to you in the future :)

Kindest Regards

Morning James,

Thank you for the great review! We're delighted to hear everything went as you expected.

We hope we can be of service to you in the future. :)

Kindest Regards

Hi Pawel,

Thanks for the great review! We're delighted you're happy with our service and our items.

We hope you shop with us again in the future!

Kindest Regards

Hi Dave,

Thank you for the great review! We're really pleased to know that you have had a good experience with us and hope to be of service to you again in the future.

Kind Regards :)

Hi David,

Thank you for your review.
We do value all reviews, good or bad from our customers as every single one is taken into account in the running of our business.

Though I understand you were generally happy with the service, I'm very sorry to hear that you received your item in this state and sadder to see this review when we have been given no chance at all to rectify the situation or help in any way at all.

Firstly, our products are packed in accordance with the packaging they arrive in from the manufacturers. I.e. if something has no box we will bubble wrap and where a box is present a mail bag is usually sufficient.
Obviously in this instance this has not been the case but this will be looked into with Royal Mail as it is not acceptable for them to be crushing parcels that we send and though this is a very rare occurance this is not the first instance of this happening.
We have tested a box in the office today having read your review and it really does take some force to crush it so there must have been some heavy goods stacked on this relatively small item and it is not good enough on their part.

Usually the box is sufficient and yours is the first complaint of this nature we have had with Dragon goods, though I'm not suggesting, nor do I believe that you have had anything to do with the damage personally.

Finally, I really do wish you would have given us a call in customer services here at Urban Surfer as we could certainly have looked into some sort of resolution for you.
We have a very efficient and pleasant customer service team here who would have been happy to assist you. It seems a shame you have made these assumptions about our team without having spoken to them regarding your problem first.

I'm pleased to hear the lens itself is ok and usable however you are well within your right to return your goods for refund or exchnage should you see fit so please do not hesitate to get in touch if there is any way we can help you.

Kind Regards

Hi Sigurgeir,

We're really sorry that you're unhappy with the service you've received from us.

After I personally helped you with this, I reject the claim that we accused you, your postal service or customs of stealing an item or lying. We were simply trying to understand what went wrong. All we asked was for you to contact your local postal service and customs as we have had items go missing in the past and this has helped customers track them down.

We were investigating this and asked for your co-operation and help, but we found you were unhelpful and unwilling to help us with our inquiries.

We did all we could to help, but we needed your full co-operation.

Kindest Regards

Hi Joe,

Thanks for the awesome review! We're so pleased to hear you were impressed with our service.

We hope to be of service to you in the future :)

Kindest Regards

Hi Vicky,

Thank you for the excellent review! We hope to be able to help you again in the near future!

Kindest Regards