Urban Outfitters — Local services in Austin

This is a feedback review. Hope they reflect back how the situation I experienced was handled. I went to the store to return merchandise past return time so I received a gift card. The intention was to buy another item with the gift card as I rarely shopped from this store. When it came time to pay for the item, the CASHIER ACCIDENTALLY SCRATCHED OFF and smeared the PIN number so I couldn’t redeem the gift card anymore 🤦🏽‍♀️ They called the store manager to come outside and this person was completely unhelpful. She told me that we would have to call customer service and that I would have to wait till tomorrow to get the new pin back and implying that I would have to pay for this merchandise with my credit card instead. There was NO APOLOGY, NO EMPATHY AND NO ALTERNATIVE SOLUTION being offered 💣. I got frustrated by how unreasonable the situation was and all she could do was saying “I understand that but ….” while looking like she couldn’t care less (like this 🙄). I don’t think she understood tbh.. She eventually called guest service and informed me I had to do all the work, emailed customer service, take picture with the scratched up card and request a new pin for my gift card that her team messed up. Finally I had to propose a solution on my own because I didn’t want to continue to deal with the mess they made, asked her to adjust the price down to the equivalent of the gift card value, I will cut my losses and commit to never return this item again… I was BAFFLED by her response, it was BEYOND CHILDISH—didn’t acknowledge or looked at my in the face, just said “sure” and ran off to the back office. The rest of the transaction was performed by her team member and they have to talk to her remotely through the microphone to get her approval… I’m not upset about the unfortunate event that the store clerk accidentally scratched up my gift card, but I’m entirely shocked by how this manager handled the situation, complete lack of respect to the customer, no solution oriented mindset and NO COMMON SENSE. Maybe customer...

Everything was fine and pleasant enough as I paid for two $100 gift cards, until the cashier handed me the cards with the receipt and no small bag or small gift envelope. When I asked for either, she opened the drawer and said they only had large bags. Then she asked her colleague if they had gift card envelopes or small bags and the colleague said no. With zero apology, explanation or offer to find a solution for me, the cashier looked at me again and said they didn’t have anything. When I repeated that I would need some kind of bag, she handed me the large bag and said “you get this one” with quite an attitude. I just spent $200 in your store and you have no small bags or envelopes, fine. But there was no alternate solution sought for me and then I am given attitude when I insisted on some some kind of bag. They are gift cards. I didn’t want them to get scratched before going into birthday cards. I don’t think it’s too much to ask for less attitude when making a basic request...

I was crossing the street at a crosswalk on a green light outside of your store at 320 W 2nd St in Austin, Texas this past week. I was hit by a pick up truck, whose driver was looking at his GPS on his cell phone and had turned left when he shouldn't have. One of your employees named "Joy" heard and saw the accident and came running out with her cell phone. She called 911 and was very kind to me. She talked to me and calmed me down until the ambulance arrived . I am so impressed that you would have such a thoughtful caring employee. I hope that you have an employee of the month or employee of the year award. I do think that she deserves such an award for being such an incredibly good citizen. A visitor from...