Urbanara Reviews

Criminal service. They took payment for a rug, went silent for weeks, and when I got in touch to ask where my item was said they had 'only just found out' the item had been damaged in transit and it was the last one in stock. They said they would refund but never did. Do not buy from them!

Terrible company, avoid if you can.
I ordered a rug, was sent a wrong item and was told since I have not ‘refused’ the delivery (which contained the correct paperwork, but INSIDE the parcel was a wrong rug) I have to return the order and place another order for the item I wanted. Customer service was rude and dismissive and the main line was ‘the system does not allow’ which is synonym for ‘computer says no’. Will most certainly not be buying from this bunch again.

The rug ordered on 23 Nov was delivered today. I have absolutely no complaints about the product itself BUT I will never under any circumstances buy anything from this company ever again because the service provided by Urbanara’s courier (UPS) was so abysmal. Info received via app and emails contradicted that from UPS customer services. Delivery was re-scheduled FOUR times causing huge inconvenience. When I contacted Urbanara customer services to intervene on my behalf I received a response which was curt and unhelpful.

Utterly rubbish customer service. UPS messed up the delivery several times and they have been singularly unhelpful. Don't buy anything from them.

I paid for an item - rug underlay - 5 weeks ago. The item is not delivered. The customer service team refuses to refund me. This is theft. This company is not acting legally.

I ordered a throw on 16 January for a birthday present. I’m still waiting. UPS told me it would be arriving today. Then it was rescheduled for tomorrow, then Friday, then Monday. Not sure I’ll even get it then. It will be over 3 weeks wait time from date order was placed.
I emailed Urbanara last week to find out where my delivery was. They apologised and offered me a 10% discount on a future order. I won’t be ordering from them again.

I purchased a rug from there under the belief it could be returned if it wasn't right as their website says free returns. However now I am trying to return it their custoemr service has been awful, saying their Tcs and Cs don't accept large returns. I am happy to pay for the return myself but their advice is to drop it at a DHL shop which clearly they wont accept. I cannot find a single provider that will accept it and didnt realise it was being ordered from germany as the website was co.uk. now stuck with an expensive rug we do not want -Extremely disappointed with their service

Like others I wish I had read these reviews.
This is a German company masquerading as a UK company. So my order has been held by German customs with no transparency around when it will be sent on.

The Urbanara customer service has been responsive, but completely unhelpful and recently really quite rude in response to my enquiries and request for help.

I will certainly never use this company again, it has been a very unpleasant experience.

I made a purchase from Urbanara and paid £20 delivery charges.l did not receive the goods and after a month l found out the reason.l hadn’t been told that l had to pay Customs charges. The charge was a massive £76.23 on top of the £20. £96.23 in total. I only bought three blankets. So do your homework before making a purchase from Urbanara.

Worst customer service I have ever received. My order was delayed by three weeks, team were very rude, aggressive, and then just cancelled my order (which I didn't ask for and I didn't want) because they said it wasn't worth their time to sort out my case. I never asked for an immediate resolution, I said I was happy to wait. This was ignored and I have email proof of this correspondence. What most upsets me is how I have been treated and I will never shop there again.

UK customers be aware that this is a GERMAN company without UK presence, despite giving .co.uk internet address and local telephone number! This is misleading and your product will be 20% more expensive then advertised! Customer service just refers to the T&Cs. Fair enough, Brexit is not their problem, but at least be open and transparent at the time of checkout!!

Granted I am very happy with my Urbanara Rug purchase, the quality is beautiful... however they need to make it much clearer and be more transparent on their website about import fees! The rug arrived with an added cost of £72 (which the UPS driver requested in cash!) this is after the cost of the rug and the £20 shipping fee. It seems after reading other reviews that other customers have been let down by the same issue.

Ordered a rug, eventually turned up today but UPS demanding £128 fee, I didn’t even know it was being imported until the UPS tracking was in German ! Staff member says the tax is down to me yet other reviews say they were reimbursed, must depend on the mood your customer service member is in ! So now have to wait for £599 refund that they have had for several weeks. Shame as I wanted the rug but really not a nice company it would seem.

That I am delighted by Urbanara‘s rug and outstanding service is an understatement!!!!
Just received my rug and it is so beautiful!!!
I had to pay the import fee before delivery but customer service refunded it as soon as it was paid and all that was done on a Sunday ! Excellent and very prompt reply at all times and the rug was delivered in less than a week ! HIGHLY RECOMMENDED!!!!

I bought a 100% jute from Urbanara. Despite the Brexit and Covid, the delivery time is reasonable. Quality products.

There have been uncertainty with Brexit and Covid, so always good to read the T&Cs and/or email their customer service. Their CS has been clear and helpful - all my questions are promptly answered and clarified.