Urban Planet

WORST. Customer service. EVER. On more than one occasion I have stood in line on my lunch break to purchase things and have ended up leaving because the amount of time it takes them to serve one person is INSANE. I have never seen lazier or slower moving employees in my life. Today, after I finally got up to the counter, got acknowledged by the employee as wanting to pay, then he turned around and him and the other 3 employees stood leaning on the counter watching a security guard follow a shoplifter for a while, until I had to interrupt and politely ask if I could pay for my items so I can get back to work. If that was the first time it’s be one thing, but it’s like this every time unfortunately and quite frankly, it’s very disrespectful of other peoples time. Will not be back, you shouldn’t have to beg employees to let you purchase something in a clothing store.

They have a very poor return policy. They won't provide a refund on anything, and for a large number of items they won't even give an in-store credit. Apparently this is written in small print on your receipt, which they hand you AFTER you have already made your purchase. Don't ever purchase anything from here unless you are absolutely, 100% certain that it is the right size, shape, colour, style, etc, of something that you are sure you want, because you will likely be stuck with it afterwards whether you change your mind or not. Or better yet, save yourself the worry and just go someplace else.

Interesting story, I was just browsing around and I overhear two staff (hard not to, they were three feet away) pass certain comments. Worker 1 telling worker 2 "Can we not hire Indians anymore after this. " I had an Indian friend with me, didn't like to see her hurt/offended expression after hearing that.not cool.

I went into the store wanting to trade in a piece that i got in a size too small. I didn’t receive a receipt upon my purchase because they had ran out of paper. I later came in trying to trade in this piece for a larger size and the manager asked me for information which is reasonable. I had to show proof of my purchase through a bank statement which takes a while but she had rushed me and told me she was unwilling to look through purchases that I thought were the specific one. It was a lot unnecessary attitude that would’ve all been avoided if the change rooms were being run and I didn’t have to wait a while to not even try on the clothing.

Literally told to wait while someone else shopped and I was at the till for my purchase super rude I'm waiting for someone to shop so I can pay for my stuff I have ready to go berry unprofessional girl behind the counter

NEVER AGAIN: The selection is basically the same stuff in different colors, so almost no choice in styles. But the reason that I give one star is their returns and exchange policy which they do NOT clearly state, even when you ask about it. With COVID, they do NOT allow you to try things on, and they only allow exchange or return for store credit
NO REFUNDS. Once they have your money, they never let it go.
Well, I won't be going there again.
NEVER AGAIN.

Fitting rooms closed due to COVID but no cash refunds store credit only. Doesn't seem ethical especially since there was a sign stating 'please don't try on items on sale floor'. No way to know if clothes fit but no way to get money back if they don't. Store was messy and staff seemed miserable to be there.

Good prices on clothing, but seriously $1.00 to get a bag and advertise for the store. Walked over to winners and advertised their store for $0.25.

Meh, just okay. It's really annoying how they don't let you try stuff on at the store but then also don't allow refunds. You have to buy the item and then if it doesn't fit, you can only exchange or get in store credit. They do have basic stuff like plain t shirts but I'd rather buy from H&M or Winners.

No returns, and you can't try on the items which doesn't sound fair to me at all. Wouldn't really recommend honestly, didn't have a good experience with that policy.

I am not happy with this store located at the Bay Center, in Victoria.
A family member, First Nations, went into this store (Urban Planet) where he was looking around.
Being described as a Racist encounter, the "manager" and a "security guard" kicked him out. They "thought" they had a picture of Him on their wall.
So, He went to customer service and made a complaint. Two security guards went to check to see if it was actually Him, in the picture. The security guards told them that the picture looks Nothing like the Him.
I feel like they weren't showing any kind of professional experience.

This place is capitalizing on covid restrictions; their changing rooms are closed, so you can't try things before you buy. However, they also won't give refunds - in-store credit only - forcing you to buy from them just to try things on. What a scam. How is this even legal?

It is a good place for a first buyer but it is quite difficult to become a regular customer because styles dont change that often

This place is capitalizing on covid restrictions; their changing rooms are closed, so you can't try things before you buy. However, they also won't give refunds - in-store credit only - forcing you to buy from them just to try things on. What a scam. How is this even legal?

I had a bad experience in urban planet. The staff was very rude. I needed a jumpsuit in small size on the mannequin. The staff was not interested even to look for the item. I had to say again that the item is in the back. I need to describe the lady staff, she was wearing glasses with short hair especially would be in fitting room. I would be really happy if the store could improve their customer service.

I am not happy with this store located at the Bay Center, in Victoria.
A family member, First Nations, went into this store (Urban Planet) where he was looking around.
Being described as a Racist encounter, the "manager" and a "security guard" kicked him out. They "thought" they had a picture of Him on their wall.
So, He went to customer service and made a complaint. Two security guards went to check to see if it was actually Him, in the picture. The security guards told them that the picture looks Nothing like the Him.
I feel like they weren't showing any kind of professional experience.

Today i went to urban planet with my friend to get some casuals. They have got really good deals. But i'm sorry to say this but the lady staff wearing glasses at the fitting room is really horrible. She is kind of racist as she was so rude to me, while extremely friendly with white customers. Such a bad experience. I will never go there again.

Got some great deals here but very busy and staff are friendly but they should probably staff up more when they have big sales.

They ended up leaving the security tag on one of my items so I had to go back and it was a bit of a hassle finding parking.

BIG FAN OF URBAN PLANET MY KIDS LIKE THEIR CLOTHES A LOT. AND I BUY SOME STUFF HERE TOO, SOCKS, SHIRTS ECT.

Always happy and satiesfied shopping at Urban at the bay shopping mall. But today I am a little bit dissapointed, was shopping lots of stuff with my daughter there, paid and then left Urban shop. We came back in an hour to shop another stuff at Urban and the new cashier now who super really friendly was asking our email to give us 10% disc. How come the cashier the first one didn't tell us about it? And for the first shopping, we bought lot's of stuff, Hopefully next time this thing won't happened again in the future.

The employees are always super nice and very welling to help with anything and always have low prices and lots a choices for bigger women and men

Purchase shirts.good deals.trendy clothes- quality not super but ok. Service was friendly. Return policy not the greatest- exchange only.

Lots of cheap imported (made in China, Indonesia, etc) clothing. Unfortunately this store caters to young people and has more revealing clothing than one would hope for. It was difficult to find my daughter an appropriate shirt, that didn't show her stomach.

It's good for buying some casual clothes for women and men with reasonable price. They have all the time bargain.but clothing styles are a little out of fashion and repetitive.

Friendly staff great prices super clean Store. One of my GFS favorite places to shop. Just needs more sloth stuff:)

Today I had an exceptional visit to Urban Planet in the Bay Center. I must admit that in the past I have been dissapointed by the lack of customet service. Today was a completely different experience. The store was clean and well organized and all of the staff was friendly and attentive anticipating our needs and making sure we always had free hands to shop. I dont know what you've done but keep it up!

Urban Planet Victoria BC Canada third floor at the bay center downtown was a very pleasant environment.i really enjoyed being there.the selection for men clothing was amazing.the service was perfect they were very patient and helpful i would suggest to everyone of all ages to check them out.they have many good price ranges i feel blessed i went there.have a nice day everyone!

I'm appalled at the lack of customer service through Urban Planet in general. Their return policies are incredibly strict and if you buy anything online, don't expect it to be easy to return it, and if it's a bra, bathing suit or anything similar, don't expect to be able to return it at all (even if it is still in its sealed package). If you have any issues whatsoever with your clothes (which you may very likely encounter as the clothes I've purchased there are already falling apart after a few uses) you can expect a one month delay in customer service writing you back, if they return your call/email at all (it took me 3 tries). I will NEVER be shopping here again and I would use caution in buying anything from this store.

The worst shopping experience ever. Cheap stuff poor quality clothes. And return policy are the worst only 14 days no return.

Have bought items here in the past quite often. When I went to try something on there was a girl there. Didn't say a word. I asked if I could try these pants on? She made a noise as if she was annoyed and then walked over to the change room. Was walking around the store for about 10-20 minutes looking at more things. Almost no one else was in the store except myself and the employees. Wasn't asked for help or anything at all. Was being watched by the mall security and one of the employees for no reason that were also just laughing at something. I walked up to the till and the girl working the counter broke out laughing with the other employee. I am just trying to buy some pants, no idea if they were laughing at something I might have done. Anyways felt like I was in high school or something. Probably shop online next time. Also didn't actually get the discount that was offered.or my receipt, or a bag. So basically they did nothing.