I’m still waiting on a refund from July I’ve emailed with proof of purchase and have heard nothing back.
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Lisez les avis des autres
The dress was beautiful but didn't quite fit properly. I sent it back well within the refund limits, undamaged, unworn, Royal Mail tracked to the address customer service told me to use. It arrived... Voir plus
I left purchasing for an event really late and even though they weren’t offering next day delivery they agreed to help me and my unorganised self out. Sadly it didn’t arrive next day but when I call... Voir plus
Day 1 posting a 1 star review until you refund both the dresses my partner returned to you Order number #9531 This company received a parcel with 2 dresses but only decided to refund 1 dress... Voir plus
L'entreprise a répondu
2,2
Bas
79 avis
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Cette entreprise n’a pas récemment invité ses clients à l'évaluer, donc les avis ne sont peut-être pas représentatifs.
A répondu à 40 % de ses avis négatifs
Répond généralement dans un délai de 24 heures
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Definitely Come Back For More
I got my dress from Urban Touch just fine. It is a beautiful dress, and the delivery was speedy even though I did not select the fastest option. Also, I received helpful info when I communicated with customer services.
Overall, they were very easy to talk to and helped me make my decision. The only downside was that I didn't get a quick response (a three-hour lag). It was late explained to me that it was due to the busy Summer period. Fair enough, I guess
1 juin 2023
Avis spontané
Réponse de Urban Touch
Hi Daisy Maisy, thank you for your appreciation, and also for your fair criticism regarding quick replies. We are definitely working on how to speed up our customer response times, and we will most assuredly be at the ready the next time you visit our shop :) All the very best!
URBAN TOUCH ARE SCAMMERS! DO NOT BUY FROM THEM!!!
I wish I'd checked the reviews before buying an Urban Touch satin slip dress via SilkFred. Again like other reviews they claim I've stained the dress when I never even tried it on!! When I say "I didn't try it on" I took it out the bag and decided I didn't like the colour so I put it straight back in the bag. In the image they sent me it just looks like a crease. Obviously they seem to be scamming lots of other people just like myself. Do not waste your money and time buying from Urban Touch they're FRAUDSTERS!
1 mai 2023
Avis spontané
Réponse de Urban Touch
Thank you. We ourselves welcome all our current and potential customers to read all the comments here and how we have answered them. The question here is about a delicate dress which is usually preferred for special occasions and weddings. Many of our customers try these on and return them as undamaged and we gladly accept and refund them. Unfortunately, despite our best warnings, including a recent practice of placing a warning message next to the dress (on how best to try it on and to utilise it afterwards), some items still do get returned to us damaged/stained. This happens like 3 in 50 returns or so. And if the dress is returned to us damaged and in an unsellable condition, we are left with no choice but to reject it. We believe if the customers do read these warnings, before trying on the dress, such disputes could well be avoidable. Also, we do not understand the above comment which states "the dress not having been tried on". If a dress is returned to us in its original folded position with no signs of having been tried on, we treat it differently than we did this dress.
No contact
Ordered a dress, received it, but it is not suitable. Have emailed to ask about a return but am getting no response.
11 mai 2023
Avis spontané
Réponse de Urban Touch
Hello. Upon receipt of your message yesterday through social media, we checked out all our email folders including junk and deleted message folders, our WhatsApp channel and our Shopify Chat channel and couldn't locate any message. If somehow, we couldn't locate it because of the usage of a nickname or such, we are sincerely sorry. Otherwise, we try to answer our customers as quickly as possible. We have now sent you an email from our Customer Services email address. If you can kindly reply to it and define how we can help you, we would much appreciate it.
Awful experience
Awful experience! They claimed I returned a dress with a stain, when I did not. The picture that was sent appeared to be a different colour. Awful experience with dealing with silkfred.
Would not use this brand again as cannot return any items as they claim you’ve damaged them.
20 avril 2023
Avis spontané
Réponse de Urban Touch
Regarding specific dresses of specific fabric, we specifically send customers an additional piece of info on a piece of paper telling them how they could utilise that fabric/dress properly. Many dresses are returned to us just fine, in pristine condition. Some are not. We do our utmost best to be flexible, but in some cases, the dress speaks for itself as it cannot be sold again.
This is a scam, do not use this company!
I ordered the silk cami dress from Silk Fred in 2 colours, one arrived from Silk Fred and one from Urban Touch. I returned both after briefly trying them on. I then got an email saying that the one returned to Urban Touch was badly damaged and so I would not be given a refund. I returned the dress in perfect condition. The photos they sent are so blurry I can't even see if its the same dress - if it has been damaged it must have been at the warehouse where tracking says that it was received a week before they emailed me. I complained to Silk Fred but they claim the dress was returned like this which is categorically not true. I see from these reviews that others have had the same experience - I now think this is a scam. Do not buy from here or Silk Fred! I'm sure they will reply to this complaint saying I returned the dress damaged, as they have with others, but this is completely untrue. I am following this up with the Trading Standards Authority. Please do not use this company!
18 avril 2023
Avis spontané
Réponse de Urban Touch
Unfortunately, it has become a trend among consumers to use a product (or try it on without a care and damage it) and return it. This item was not only badly damaged and stained, additional sweat marks around the armpits area of the dress were observed right before being repackaged to be sent back to customer. Question: Why didn't we observe the other marks and stains before? Because the evidence that the dress was used (or not properly tried on) was already overwhelming when taking the first photos. If a dress is returned to us in a state that we can not sell it, does not this speak for itself?
Best customer service A*** brand
I am so surprised at any poor reviews on here because my experience was excellent! Royal Mail delivered my dress to the wrong address and even the ‘proof’ photo was blatantly not my door. After door knocking and unsuccessful Facebook posts to try and retrieve my order I contacted their customer service and Stacey was amazing! Compassionate, empathetic, responsive and quick to send out. Replacement. Even apologised when it was not their fault at all! Best customer service I have received in a long time! I’m delighted with the dress too. Really gorgeous!
3 mars 2023
Avis spontané
Réponse de Urban Touch
Hi Lynda, Thank you for your positive and encouraging comments. We most appreciate it. And we most definitely feel blessed that we have succeeded in making another one of our dear customers happy. Of course, we will also try to do one better next time to earn your trust every single time.
SCAM! NO REFUND!
I bought a dress for my dads wedding on silk Fred but was from this URBAN TOUCH company! Once I received the garment I quickly realised it was far to big for me so repackaged it straight away and sent it off for a refund. I’ve now received an email saying they will NOT process a REFUND. As it has small marks all over it. They then proceed to send me two screen shot images of 2 blurry speckles on a green image. Not even showing clearly if this is the same dress. After some back and forth emails I finally get more images still pretty poor quality tho. Extremely frustrating as I am now out of pocket for £58. They clearly don’t check all there outfits before sending them out as much as they think they do and I wasn’t going to check over a dress I new was too big for me. Either that or they’re trying to use a previously ruined dress to keep my money. I don’t understand how companies can get away with this as I’ve now seen another review on here stating the same thing. All I can say is thank god I didn’t order more from them.
3 février 2023
Avis spontané
Réponse de Urban Touch
We received this return in very bad shape with multiple stains on the front of the dress. And since we carry out quality checks before sending out our dresses, we were pretty sure they were not there before the packaging and delivery of the item to the customer. We surmised that there was no way the customer could not see these marks if they had indeed been there, as we saw them the moment we opened the return parcel. As a result, we had to decline the request for a refund. As a general rule, we would kindly ask all customers to try on the dresses without any make-up or accessories as these generally do leave a mark and sometimes make the product unsellable.
I ordered a dress from silk fred by…
I ordered a dress from silk fred by urban touch. I sent it back as it was no longer needed as the delivery arrived 20 days late and did not fit correctly. I sent it back and have been informed that I will not receive a refund as the dress was damaged. However, I did not realise that the dress was damaged, I tried it on once and put it straight back in the box. I did not inspect the dress as you do not expect it to to be damaged and it was no longer needed as the event that I had bought it for had already been and gone due to the significant delay in delivery. Poor service and quality of clothing, would definitely not recommend. Please do not purchase from here
19 janvier 2023
Avis spontané
Réponse de Urban Touch
We, at Urban Touch, try to show as much flexibility as is possible, give every bit of benefit of the doubt, and go to great lengths to accept a return. Only when it really is not in a resalable position, do we reject it.
The rejected item in question was returned to us three weeks ago. And, it was in very bad shape. Since we carry out thorough quality checks, we were confident that the fault on the dress was not there in the beginning. The way we see it, the dress was probably tried on by the customer with accessories on, and these somehow snagged the dress. This, to us, seems to be the only possible explanation as to how the dress was damaged, and we believe the customer unfortunately didn’t recognise this before returning it. Having said that, the returned dress was no longer in a sellable condition, and as such, we had to reject it.
I ordered a dress for a wedding and…
I ordered a dress for a wedding and whilst the dress was beautiful unfortunately, due to my pregnant body shape I had to return it. Stacey has been super helpful with regards to my refund and it’s been a quick and smith process. I’ll definitely order again when I’m not pregnant.
19 octobre 2022
Avis spontané
Réponse de Urban Touch
Thank you so much for your trust in our brand and our products. We will do our best not only to live up to it, but to always exceed it. And we will definitely be waiting for your next order, so that we could send you the next best dress that you will look fabulous in.
Best quality, quick and helpful service
I forgot to choose next day delivery at check out and contact their customer service. I got prompt response to my email and Stacey was very helpful.
The dress i purchase is very nice qualty. I will def. buy more item from them.
8 septembre 2022
Avis spontané
Réponse de Urban Touch
Thank you for kind words and your trust. We will eagerly be waiting for your next order to fulfil it promptly and with high quality like we strive to do each and every time.
The service was exceptional even though…
The service was exceptional even though I made a mistake with my order, they are able to help rectify my mistake promptly and I still received my order on time.
I will definitely order again from this brand.
28 septembre 2022
Avis spontané
Réponse de Urban Touch
Thank you Ms. Kamara for your kind words. We will always try to do our best to match and exceed your expectations.
What customer service, thank you!!
What customer service. I ordered a dress from Urban Touch directly through their website which arrived promptly. While it was a beautiful dress, it didn't really suit me so I returned it via the post office. Or so I thought. I actually made a mistake and had returned another dress from a different company! In a panic I emailed Urban Touch and Stacey said they hadn't received the package but would look out for it. A day later, Stacey emailed me with a photo of the package and said they had re-packaged it for me and sent it on to the correct company. They didn't even charge me postage to do this. I have since received a refund from the other company and have now returned the correct dress to Urban Touch! Thank you for your great customer service, Urban Touch!
10 août 2022
Avis spontané
Réponse de Urban Touch
It was most certainly our pleasure to help one of our customers, and will always be so. Thank you for your kind words, thank you for placing your trust in us. We will always try to do our utmost best to live up to it.
Bad quality and terrible service
I bought a cowl neck dress from here for £58. After one use at a sit down dinner I realised that the dress had frayed badly at side seam so sent it back to get a replacement. They then replied they would not be refunding me as they though i had and quote "rubbing against a right surface as the fabric is delicate". Why on earth would I deliberately rub the dress on a surface for ages. This makes no sense and is terrible service. Bad quality!
18 juillet 2022
Avis spontané
Réponse de Urban Touch
First and foremost, we value our customers and the business they bring tremendously, as should every other business in this day and age of digitalisation and fierce competition. We try to cater to our customers’ requirements to the best of our abilities, and offer follow-up services whenever needed. We also offer our customers and the returns they send the benefit of the doubt when we cannot decide for sure, and send out replacement dresses or issue refunds whenever possible.
Lately we even adopted the practise of taking video recordings of our dresses before they are packaged to be delivered -following a traditional visceral inspection of the specimens- so that the video recording can actually verify the individual observations of our quality control staff.
Last but not least, even if we do not immediately see a fault, but find one when going through the video again following a customer’s returned order, we still accept our fault and refund the customer or send out a replacement dress.
As such, only when we are completely assured that the product was faultless when leaving our facilities -after having gone through all pre-delivery and post-return quality controls- do we consider contesting or rejecting a return. Not that we want to, but because we are left with no choice at all.
Great customer service
Had a problem with my dress that l ordered
And emailed them with it
Stacey was so nice and helpful
Went above and beyond
The dress was for my daughter holy communion and l got it in a small size two days before
What a star she is
And i love my dress too
Thanks again Stacey ⭐️
17 juillet 2022
Avis spontané
Réponse de Urban Touch
Thank you for your kind words, Angela! Whenever you visit our shop again, rest assured that we will always try do our best, so that you always leave happy and content.
Stacey went above and beyond for me…
Stacey went above and beyond for me such a great company to deal with she was so thoughtful in remembering a stock query I had two months prior and emailed me to let me know that they had one in stock and kept it aside even put it out on special delivery the dress was amazing quality . I will be buying a lot from this company the experience was personal and I felt very looked after thank you so much x
14 juillet 2022
Avis spontané
Réponse de Urban Touch
Thank you, Cathy, it was our pleasure and privilege to have you as our customer. We will always be happy to have you back and will always try to do our best to give you the best service.
Lovely dress and quality!
I ordered the floral print pleated wrap midi dress. It came within 4 business days in a lovely box. The dress is so pretty and I'm so pleased with it :) Will definitely be ordering from Urban Touch again!
13 juillet 2022
Avis spontané
Réponse de Urban Touch
Thank you for your most lovely and encouraging words, Amy. We will always try to live up to and then exceed your expectations. Your trust and appreciation means the world to us!
Fantastic customer service and great…
Fantastic customer service and great communication.
Ordered four dresses in different colours and sizes. I kept two and returned two. Fast delivery and fast repayment!
5 juillet 2022
Avis spontané
Réponse de Urban Touch
Thank you Hayley for your kind words. We will always try to be worthy of your praise and appreciation, and strive to enhance our quality standards further. After all, we are only satisfied when you are satisfied! Thank you!
Bought 2 Kimono dresses the same
Bought 2 Kimono dresses the same, one from Yumi and one from Urban Touch, I kept the mint colour one from Yumi and sent the other back to Urban Touch. The customer service was fantastic and I let them know I was ill so may not get the dress sent back in time, but they were very accommodating and communication was fantastic. Will definitely use them again and love the Urban Touch Kimono dress.
29 juin 2022
Avis spontané
Réponse de Urban Touch
Dear Romes, thank you for your positive feedback and comments. We are so happy that you are happy. We will be looking forward to seeing you in our e-store again, and fulfilling your order with the same dedication as ever. Thank you :)
Fantastic experience with urban touch
Fantastic experience with urban touch. Their customer service went above and beyond and couldn't be happier with my dress or the out of this world kindness and accommodation I was shown whilst making my purchases and organising my returns. Top class!
9 mai 2022
Avis spontané
Réponse de Urban Touch
Thank you, Sarah. It was our pleasure serving you and living up to your expectations. We hope you have a wonderful Summer and come see our new products every once in a while :)
Still Awaiting Refund
Ordered two dresses, via Silk Fred, and returned both. Am still awaiting refund on one of the dresses as they claim only one was in the package. I have provided proof of postage with the weight of the parcel in the post office receipt and clearly there were two dresses in the parcel. Silk Fred are still getting no response from Urban Touch. It is now over a month since I returned the dresses. Would not use again.
4 mai 2022
Avis spontané
Réponse de Urban Touch
First and foremost, we are genuinely sorry for the distress and inconvenience this mishap has caused for you. Due to the arrival of some of the Summer and Spring season products, we have been busier than usual, and some of our customer inquiries were delayed beyond our normal standards. We are now working very hard to address this issue, and make amends and improvements. As for your case, the weight of the return package that you sent was self-explanatory as containing not one but two items. We have already informed the platform to refund both your items. The refunded amount will clear into your account in 1-2 working days. Also, we feel the need to express that we are sincerely sorry for the late reply. Please let us know if you need any further assistance...
Urban Touch Team
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