Is urbandecay.com Legit?

Order never arrived. Called company they lost the package asked for refund would not issue it.Scam company took 30 minutes on phone twiceOrdered on Feb.9th wrote to them two weeks later still did not solve problem. Had to call again today phone still no refund.

Feels like a scam. Ordered online, received shipping confirmation, after a week the order still hasn't been picked up by mail carrier. Unable to get through to customer service. Reach out through social media. They "resend" the order, but same thing. Shipping label created but another week later and order still hadn't been packed. I don't understand why order hasn't been picked up my mail carrier, it's been 2 weeks.

Most of their products are good quality but they don't always ship the correct order. Make sure to open your package within the 60 day return window and check everything thoroughly. Their website is a little misleading as they blatantly delete negative reviews.

Placed my first order with UD— first time customer. Order arrived with TWO out of 4 items missing. NO communication from this company about the missing items and ALL items were shown on the packing list. Will be disputing this and get my refund. UD are an awful business.I have NEVER had any issues with other reputable cosmetic companies that I’ve ordered from.

Terrible company to purchase from. I placed a order and it said delivered but I never received my package. I contact customer service they told me to file a claim with ups and then they deleted my order out of my account after they sent it so I couldn’t show verification or my order. Total rip off I will ever purchase or recommend purchase from this company. DO NOT GET SCAMMED!!!!

I have placed an order online on December 5th 2022 and I got an email saying, it got shipped and expected delivery date is December 12th .However whenever I look at the tracking info I see that it's held by carrier since December 8th and did not move any further . I called customer service and they had no answer other than telling me that it takes 3 to 6 business days to get out from the carrier and process further .What the heck was that 😳 I am very dissatisfied and disappointed with their services .Their website says 3 to 5 business days . This seems like a huge scam to me . I will not recommend urbandecay brand to anyone .Am not even sure now that I would receive my order before holidays .This was suppose to be my niece Christmas gifts 🎁 and now I have to go look for something else .

I placed an auto-ship order at the beginning of this year. The terms said that future orders would trigger an email reminder prior to being sent out, so that I may cancel or pause my auto shipment in the case I didn’t need it this time around. That email never came and Urban Decay charged my account and processed my order without notice. When I contacted customer service IMMEDIATELY as this happened(order just placed and not yet fulfilled), they advised there was nothing they could do to cancel the order and that I would have to ship it back on my own dime. This is a scam of a website and they must have the most remedial order system to not be able to cancel an order that hasn’t even been fulfilled yet. It’s disingenuous and an attempt to make returns more difficult for customers so they are less likely to do them. They are going out of business and discontinuing products and I can clearly see why.

I love UD makeup and have been a customer for many years (literally since their first year of business). I usually buy from retailers like Sephora, but recently placed my first order through the company website when they had the 50% sale for the Naked Honey palette. I ordered two. This is what happened:1. They immediately charged my debit card, but I didn't get an order confirmation email. I signed into my UD account to check the order status and it showed no purchases.2. I sent an inquiry via the website customer service form asking for info about my order. I received no reply. Repeated this after several days without a reply. 3. I called the customer service line and was put on hold for almost an hour. Eventually, I was disconnected without ever getting to speak to anyone.4. I sent another email to customer service. Still no reply.As it stands, I'm out over $50 and can't get anyone to contact me about the status of this order.

I've been always trying to find a good moisturizer for very dry, sensitive skin like mine, then I added retinols to my routine and my skin got even drier. I'm so glad I found these products, great work! Thank you

Horrible experience with Urban Decay!! I placed an order for both the All Nighter Ultra Matte Makeup Setting Spray and All Nighter Vitamin C + Cactus Flower Water Setting Spray. The Ultra Matte setting spray left white specs all over my face, which made me remove/wash away my makeup and start all over again. The Vitamin C+ Cactus Flower spray left my face feeling very sticky to the point my eyelids would get stuck when closing my eyes, and then again, I had to wash my face and remove my makeup after applying it. Reached out to customer service and was told to send both items back for a refund. After they received it, they only gave me a refund for ONE and not both. I contacted customer service through the phone and email on numerous occasions and was at the end told that I didn’t send both! They basically called me a LIAR. Why would I follow-up if I was lying? This company is so cheap they will accuse you of lying and basically take your money leaving you with no product. I went as far as contacting the Customer Service Director, Luc Antoine, which was completely useless as he never picked up the phone or called me back after leaving several voicemails. Save your money, and go buy from somewhere that doesn’t accuse its customers of lying and takes your hard earned money.

I made 2 purchases from Urban Decay’s US website within 1 week of each other. Half of my first order shipped with no issue, while the second half was canceled without an explanation. I received an email saying they were sorry I had changed my mind and canceled my order. But I had not. So I reordered the product again at a higher price because the promotion had ended only to have half of that order canceled again the same way. I tried to call support but could not get through after an hour on hold. Then I initiated a chat session sad was told my credit card info, billing and shipping addresses, email address and phone number must not have matched. But that’s ludicrous because as I said, half of my first order was processed and received without issue. There was no attempt to assist me with the second order or an attempt to honor the sales price at which I had purchased the product. And lastly, I emailed support on each order with absolutely no response.This was an unfortunate experience as these were my first times ordering directly from their site. I will NEVER order from them again. I love their products but I’ll order from a more trusted retailer in the future.

Technically safe to purchase from, but engages in fraudulent marketing: in their "Before and After" shots, their After images have not only the product advertised, but other unmentioned make-up product(s) included, leading to an "After" photo that is not possible when only using the product advertised.Urban Decay, part of "L'oreal", has been reported to the United States FTC for illegal marketing practices.

Great customer service had an issue with my order got it sorted without any issues they couldn’t have been more helpful .

You will never find a better eyeshadow palette. Naked family is the BEST

Awful company. Do not buy from them. Anything goes wrong and they don't care

“Foundation”

Their foundation has excellent coverage that helps hide skin imperfections without creating a mask effect. It is easy to apply and stays on the skin for a long time, without leaving a feeling of heaviness or stickiness. Plus, Urban Decay offers a wide range of shades, allowing you to find the perfect tone for any skin type. Overall, this is a great foundation that I recommend trying for anyone looking for quality makeup to create the perfect makeup look. Service Value Shipping Returns Quality

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“Their return policy is pretty”

Their return policy is pretty much a nightmare. I received my product missing its foundation in the compact case, all because of some manufacturing issue. When I reached out to customer service, their solution was to give me a measly 20% off code for another purchase. It's frustrating when the mistake isn't yours, yet you're the one left hanging without a proper solution.

“Terrible Customer Service”

Sent me my order with 3 items missing. Their customer service is absolutely terrible. They make you Jump through hoops and put up roadblocks to discourage you in following through. I would never buy from the company again.

“Most disgusting customer service attitude I have seen”

I can't believe that nowadays there is such a cosmetic brand that hides the little word in their policy that all sales are final, instead of marking the final sale on the webpage. No price match or no return allowed, and customer representatives are holding different words. Bunch of liars. I will never ever shop with them again. Service Value Shipping

“Worst Customer Service I've Ever Experience”

I called Urban Decay to ask a simple question about exchanging a palette. The customer service agent was rude & condescending. She would not provide me information about my previous order & said I needed to remember. She then told me that I could not speak with a supervisor and that one would not call me back. There's more but I will never purchase again from this company. It's unfortunate because we have many of their products. All they needed to do was help me to keep me. Tip for consumers:I would avoid dealing directly with this company as their customer service does not assist the customer. If buying, go to Ulta or Sephora. Products used:Eyeshadow Service Value Shipping Returns Quality

“Cool lipstick”

In the last couple of years I have completely switched to gloss, maximum - balm lipsticks. Urban Decay Vice Lipstick #Violate. This lipstick was the last one I bought in my collection. Urban Decay Vice Lipstick are my favorites. I love their bullet or cartridge look. Due to the fact that the lower platform is slightly larger in diameter, they can be opened with one hand. Of course, it gets printed everywhere - it's a creamy lipstick. It sounds very strange when claims are made to cream lipstick about this. Does not tint lips, comes off delicately, I love such pieces that you can put on your lips and forget.

“The BEST eyeshadows”

I am in love with urban decay! They have so many different unique eyeshadow shades to choose froM it's hard to pick one! They're unique in color, opacity, stay power, designs from glitter, shimmer, duo-chrome which are two colors in one when you move in lighting, to matte m, everyone will find something from urban decay that will become a staple to their daily makeup regimen.

“Best Brand for Make-Up & Cosmetics in US”

My cousin is studying in US and somehow I need to discover this brand for her. This is such a good brand for make-up & cosmetics all together. She just happy with every product. Thanks for being there. Strongly Recommended.

“Bad service”

Ordered some make-up in August, still haven't received anything and it's almost end of September. Tried e-mails and calls, nothing happened. I'm still waiting for the products, so disappointing and never ever going to buy from UR. You guys should do better when it comes to customer service.

“Love”

I love everything about UrbanDecay. They are a big part of my Christmas shopping. Sometimes it may seem expensive but after you receive product you will see they could have charged more compared to others.

“High Pigment shadows of excellent quality”

Seriously folks, I am over 55 and have very hooded eyes and the neutrals in this tin are easy to work with. I receive compliments on my make up from younger gals. Also, tutorials on youtube were super helpful for combining colors.

“The Worst!”

Wish I could give zero stars! Worst customer service ever and their products have gone down hill as well! Only shipped half my order and didn't want to replace it. They said had been happening frequently. Tried to charge me more for a replacement and wasted hours of my time on hold. Never called back as advised. They are horrible.

“Some great products”

A lot of things in this collection are geared to a younger customer, but there are two products I consider must haves. The first one is an eye shadow called "Space Cowboy" it is glittery without being over the top, you can even wear it during it the day. It is essentially sheer, so you can apply it over any color eyeshadow for a little glam. It also looks good by itself with no eyeliner, especially when wearing a darker lip. The other product is their anti aging eyeshadow primer. Most eyeshadow primers dry out the lid so your product doesn't set into your crease or smear, but they do this by creating a dry surface. That's the opposite of what I want, because my eyelids are not oily. I really only use this with a cream shadow formula.

“Good product and good customer service”

Great products very convenient to track your order. The prices are also so affordable. Customer service is top notch, highly recommendable. T I have been using this service for a very long period. Highly recommended.

“Greatest eyeshadow ever!”

I have always struggled with sensitivity to chemicals in makeup, and it often results in swollen and watery eyes. However, since discovering Urban Decay, my makeup game has changed completely! I am absolutely in love with their products! Not only do they not irritate my eyes, but they also provide a smooth application and long-lasting wear. Knowing that their products are cruelty-free and made with plant-based ingredients is a huge plus for me. The packaging is also fantastic, as it allows me to conveniently carry it with me without any worries of it breaking or getting lost in my makeup bag. Urban Decay has truly become my go-to brand for makeup, and I highly recommend it to anyone with sensitive eyes like mine. Service Value Shipping Returns Quality

“Unethical Greed is a more appropriate name”

We learned about this case in law school. Urban Decay was started by 2 friends in a kitchen. One friend had the actual idea for the company, came up with the names, worked thousands of hours with no pay doing all the actual work of the company, the other put up the money. Guess which one screwed the other over and took control of the business, claiming it as her own brainchild and stealthily forcing the other one out? Yep, the rich, entitles one. I will NEVER buy Urban Decay. No scruples, no morals. Read the case yourself: Holmes v Lerner, 74 Cal. App. 4th, 442.

“One of the best”

This is a amazing brand of makeup one of the best on the market today they have really popping colors in lip nail eyes in all there makeup I just love it it's a little costly but oh well the price you pay for goodness

“Best make up kit”

I love it. Its product is very use full with good quality. I was aware of this palette but because of the price point at the time when I was thinking of buying it I ended up buying a dupe of this and it was okay. But then the announcement came out with this palette being discontinued that I decided to grab this while the price was 50% off retail. I regret not buying this earlier as the palette has great neutral shade range that is perfect to use for every occasion. I experienced minimal shadow kickback and product very blendable with great pigment colours. Lasts at least a few hours for me as I have oily lids. I didn't wear eyeshadow unless I was going to an event but looks like I may start using the skin tone shades to brighten my eyes for casual outings.

“My Dream Highlighter Palette”

My first and foremost choice for make up. I got a dreamy highlighter from here. The palette was so beautiful that I did not want to use it at first. Urban decay has always fulfilled my unsaid wishes with their make up products. And of course, it takes a lot of load on my pocket as well. But MAKEUP FIRST! Products used:Highlighter palette. Service Value Shipping Returns Quality

“Felt Tricked by company. Also terrible customer service. READ THE FINE PRINT!”

First of all, if you ever buy anything during a sale season or promotion–IT IS NOT RETURNABLE. However, they don't put that anywhere on your order or cart that it is effectively final sale, even though they brag about their "Love-it-or-leave-it-guarantee." It's a sham. I felt tricked into buying things I would NOT have bought if I had known it was final sale. I felt swindled and felt like they did not care. Sucker! I've gotten spoiled by Sephora and Ulta. So I will never be shopping at Urbandecay.com ever again. Also, their customer service reps are awful. "Elena" kept telling me it was my fault, that I was giving her the wrong order number, when she kept repeating the wrong numbers back to me...Just a terrible experience. You think they would put more effort into being more customer service oriented, but NOPE. Tip for consumers:Awful returns policy, take your business to sephora or ulta. Service Value Shipping Returns Quality

“Shimmer Eyeshadows”

I absolutely love their Naked concealers and eye primers. Aside from that, their palettes are alright. They tend to come out with a lot of shimmer eye-shadows but have yet to master them. The shimmer eye-shadows do not ever seem to stick on well.

“How can they mess up this badly?”

Ordered from urban decay on Black Friday. Was charged the following day and told my items shipped. After 6 phone calls with 4 kids at home. I finally got told 4 days before Christmas that I won't be getting my order in time. After I was told a loss prevention team would contact me but never did. Then to have half my items cancelled that I had already paid for and was not told were being cancelled after they told me they reshipped the entire order because it was lost/stolen?! No sorry? No gift card for my inconvenience? No coupon? Nothing literally NOTHING! Except an order that was shipped a month in advance that won't be here for Christmas and also half cancelled? I'm super understanding and was kind to everyone I spoke to, but at this point I'm really disgusted with the company. Hopefully someone reaches out about my reviews. I might be calling corporate otherwise.

“Formulas could be improved”

I am pretty satisfied for the most part of all the things I have bought but it is way too overpriced. I bought a mascara and it was watery and took way to long to dry. I have a few other products that I feel could be improved but I would have to rate okay because I still use their products anyway.

“Good Products”

I they work well for me. I have young skin so maybe not much is needed of them. But anyway, good products. Makes my skin feel nice and smooth especially after a night clubbing. Thank you.