Urbandecay Reviews 

I ordered a product online and waited over a week for my delivery. I contacted the company via their online form and their site doesn’t work. I emailed them and waited days for a response. When I got a response, I was told their system isn’t working (still waiting for a refund) I was also told I need to use chrome and a desktop/laptop. Most people use phone, IE and Safari. It looks like nothing works with this company, I’m surprised they’re still in business. After 3 weeks, I now need to go to the shops to buy my items. Avoid this company at all cost

I got huge allergic reactions after using Urban Decay primer potion - swollen eyelids, burning sensation, dry and itchy. I googled the product and found that many people had the same experience. I understand that anyone could be allergic to certain ingredients, it doesn't mean the product is not good, this review is not about the products but about the company Urban Decay.
The real issues I experienced in this situation, is their terrible customer service. I went to the store, hoped to return the product and get a refund, I was told that I had to contact the customer service online, which I did - I contacted the customer service 5 times in the past three weeks, and it has been frustrating, frustrating, and frustrating. Nothing is resolved, they sent me an email asking me a series of questions, and never got back to me regarding returning the product and refund. I contacted the team again, no response. I contacted the team again, still no response. The customer service line never works either, I called three times, each time i waited for at least 30 minutes and no one ever answered the phone call.

Allergy is horrible enough, dealing with urban decay customer service is even more horrible.
My friend had similar experience with another cosmetics brand NARS and Bobbi Brown, but the process of returning product was much easier. She simply went back to the counters where she purchased the item at, explained what happened, and she got the full refund straight away.

Urban decay needs to do something about customer service!

1 of my items was not delivered and the U.K. customer services are not replying to emails and hang up on phone calls when I have sent them the proof this item wasn’t delivered and I need a refund. This has been going on for over a month and is just ridiculous. I am still waiting for a refund.

I've purchased an eyeshadow palette on the 23th and my order still hasn't been shipped as of today, the 31th. They don't answer my mails. Worst service!!!

Bought a faulty razor sharp liquid eyeliner, which has turned out to be faulty and watery with no pigment.
Very unusual for urban decay, as I am a huge fan and have lots of their products.
Went into store and was advised to contact them directly and was given an email address.
Emailed them with no response, found another email address on the urban decay website. Still no response. So have tried to loreal UK customer service email address the sales advisor gave me again but don't seem to be getting any response.

Been hanging on for 45 mins. for Urban Decay to provide customer service. Website is no help as we wont let me see delivery progress. I can see it was shipped 8th December but no way of finding out where it is.
Awful service all round. What do I do. Assume its lost in delivery?.It is for a present. Answer the phone Urban Decay

I am trying to get in touch with this company on the phone and have now been waiting for 30 minutes?????????????? I have created an account and wish to be notified when the items I want are available. Follow the link to notify when available and your asked for email, first name and surname and then you would click on the sign up now. NO it then asks you to accept the privacy policy but there on no box to tick?????? Also I have already accepted that by creating an account??????????????? Is there no one who can help or actually answer the phone???????

Just been to Meadowhall Sheffield.
Very few items in the shop are priced and No signage to show how much each item costs!! How bizarre.
After queuing at the checkout the assistant on the checkout Tells you how much each item is. No scanning to check, I suppose they just memorise the cost of each item.
I gave my daughter £50 to spend, needless to say We didn’t spend a penny ? I have no intention of buying an I unpriced item
Staff pleasant enough

I wish I'd read TrustPilot before ordering online from the Urban Decay website. I was shopping for Christmas gifts and the offer of three free travel size products with a certain spend level seemed good to give as stocking fillers. After checkout I noticed confirmation of only two travel products so emailed the company only to get a rude reply that these are 'subject to availability' and they are not obliged to send them.

My order arrived missing the third travel size product.

Given that I responded to their offer email within minutes and that they were still advertising the offer days later knowing they wouldn't fulfil it makes me feel cheated and I'd never purchase from them again. A shocking attitude and frankly shady practices. My daughters love their products and I've spent a fortune on them over the last couple years but they won't get a penny from me again, and all over a travel size product.

Very disappointed in their products, I wanted the vice palette very badly and received it as a gift for my bday, all of the swatches fell out. The glue is not good. So several are broke and now several are missing because I did a clients makeup for her wedding and they fell out. We all rushed out for the wedding and they were left behind in her hotel room, that I could not gain access to and not to mention some broke during the fall. I will never buy one of their palettes again. I have very cheap palettes and mid price range palettes and this has never happened with those.

I ordered from their website once and it arrived on time and was well packeged.

Only gave them a 1 as I had to. Bought an eye shadow set for my daughter to discover the mirror was broken last May, 5 months later, 9 calls, each time given a useless excuse such as the out of stock, agreed over a month ago that they would send me a cheque within the next 2 weeks. No cheque over a month later and a further call made. Apparently no managers in so will take 48 hours for manager to phone back. Not sure who else would get away with the lack of service that they give. Please steer clear

Placed an order at the weekend for the cherry palette, stated order was unsuccessful, tried again a further 3 times as I knew it wasn’t a problem with my bank. All transactions showed as unsuccessful. No email regarding the order. As no customer service available at the weekend I emailed, in the meantime I phoned my bank, to be told Urban Decay had taken my money & it was being held by Urban Decay, the banks explanation was it had been authorised but waiting on udecay to complete the transaction. It’s now weds & I still haven’t got my money returned into my account, yes udecay have £150 of my money & they still haven’t been in touch. I phoned yesterday & the lady on the phone was rude & very disinterested & I told her so, she stated I was being rude & she will terminate my call!!!
I personally will NEVER use their website again. I cannot believe they have taken money from me & they cannot fulfil the order. Well if they couldn’t why take my money in the first place.....a very bad way to conduct business!!!

I bought the naked cherry 2 days ago it arrived yesterday and it didn't have the brush that should have been with it .
I called customer service and I was told the brushes are complimentary and they won't send out replacements , well it's advertised with a brush!! I've paid £42 for a palette i want all that's advertised,I was told I could send it back for a full refund as they're out of stock which I didn't want to.
for a multi-million £ company It's shocking and appalling that they wouldn't rectify this they could have easily just poped one in the post but no I'm a consumer and I've spent my own money so I get nothing!!! But I guarantee if I was an influencer id have had a new pr package and an apology note!
I also had an issue with their online ordering when entering the address there was a glitch that I didn't notice until I'd paid, I messaged on Facebook and sent an email and no response at all thankfully I was able to change it with the courrier company.
I have been a very loyal customer for years and have many many products but I will not be supporting this company any more the customer service is appalling.

Cardiff St David’s Debenhams.
My friend booked us in to have our makeup done in Urban Decay, when I arrived they had no record of our booking but they were very helpful trying to track down our information and they reassured me they would still do our makeovers for us there and then which was a relief!
The manager did an eye makeup look for me and was excellent, she was so professional and made sure to keep checking if I was happy with her design, I showed her a picture on my phone on what I would like and she made me look amazing! She created a really enjoyable experience and it felt great. She even took photos of my makeup for me when it was finished, she is clearly passionate about her work and should be recognised for her efforts ( though she made it seem effortless). Unfortunately I cannot remember her name and there was not a direct way to send a review.

I love this brand but this experience of really unhelpful customer service has put me off. I placed an order and on the same day emailed to cancel it as I ordered an incorrect shade for one of the products. The returns information on the website says that customers have the right to cancel a contract and receive a refund if they change their mind and no longer wish to receive an order. However, when emailing to cancel the order, I was told that they can't cancel orders and that I would have to wait for the order to be delivered and either send it back myself or refuse delivery.

After saying that their returns info says I can cancel, they then sent back a salty email, contradicted themselves and said that they never said they couldn't cancel it, but that they couldn't stop the order going out. So now I'm going to have to wait for delivery, make sure I'm in to refuse it, then wait for it to be returned, and then wait for a refund process for a £120 order which will probably take around 3 weeks when I could have just had it cancelled to avoid this. Why say that orders can be cancelled on the website and then refuse to do this? Why is it so hard to cancel an order on the same day it was placed, when it hadn't been shipped yet? Feel completely fobbed off.

Would give this zero stars if I could absolutely shocking customer service second time my parcels went missing n they don’t know where haven’t even bothered to refund me don’t answer the phone calls actual so bad won’t even order again, make up is amaze so will buy form store

So, this is my first ever experience with using the UD site. I have given this a 4 star review due to my personal experience, I placed an order on the 17th June 2018 and it was quite late. It took 3 days to process my order as it said it hadn't been shipped yet which to me is a slow process for any company, so I phoned up the customer care line to ask where my order was, I had a polite and helpful customer service man and he explained the shipping process, it must of done something as my order was then on it's way with a great delivery service DPD. I was able to track my order with no issues online and my order came with no damages and in perfect boxed condition, the products and quality are amazing and I was pleased it all turned out perfectly, would defo recommend if you have any issues phone the customer service team and be in depth when explaining your issues!

A trip to Debenhams and nearly an hour spent with a representative of Urban Decay led to my purchase of two products that it should be possible to use together. Their powder foundation (lovely and slightly better coverage than my previous product) and their Urban Defense Primer (rolls off when you put the powder on). Clearly the products are not compatible and I returned to Debenhams to get some advice on how best to use them or to get a refund if the advice was incorrect. Their response was that I should be in contact with Urban Decay as they were simply a concession within Debenhams.

Urban Decay, whilst polite, have given me neither advice or offered any kind of refund. This is not a company that I shall use again. I had hoped that a more expensive product would be more effective, it's not and the Customer Service is worse.

Some advice would probably have stopped me being cross, but it has not been forthcoming.

An expensive mistake and one I hope you don't make yourselves.

I buy from Urban Decay all the time, both in stores and online.

Their products are the absolute best I've ever used. I'm an absolute makeup addict and have tried a whole host of products and brands, UD is my favourite by far. I can't fault them at all.

Communication is always good whenever I've ordered online and shipping is always very fast. Plus they use DPD which is a bonus, the best couriers in my opinion as tracking and/or amending delivery details is super easy with them.