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January 2024 by Hank Thompson
Bought some shoes today, sales lady provided excellent customer service!
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December 2023 by Jennifer Vahey
Always find something I don't need. Lol
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December 2023 by Tina Battrick
I started going to them this year because I have lost so much weight that I can actually fit in normal clothes. Great products! They have wonderful employees and they're always happy to help you
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November 2023 by Allen Thorn
Great sale on when we were there shopping lots to choose from
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September 2023 by Jny Nakarmi
I had a terrible experience in this store. There was a jacket missing when I checked my bag at home and when I asked them to give me the missing jacket I got to know they charged be double for the products that I bought and I didn’t get the jacket whilst they told me they will give me the refund for the charge they did take and buy the jacket from the refund I mean those are the money that I paid for. Never going to buy from this store.
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July 2023 by M L
I received some excellent customer service at this store. The changing room assistant Diego was very helpful in helping me find the correct sizes and locate specific items of clothing. This store is quite large and he was able to locate items quickly which saved me a lot of time changing back into my clothes and going out to get the different sizes myself.He was polite, professional and found me a changing room at the end of the row where I could have a little more privacy (the mirrors are on the outside of the doors of the changing rooms which mean that all customers have to open the changing room door to see themselves in the mirror). I was not comfortable being in view of two men standing outside my changing room door waiting for their friends/family members to leave the changing room. Therefore, I asked Diego to move me to a room with a clothes rack in front of it and he did without question. This meant that I could try on clothes comfortably in my own space. Perhaps the management could look into moving the mirrors inside the changing rooms rather than on the outside?The cashier was also very helpful, quickly carrying out a price check on one of my items without fuss. She was also polite and friendly.I recently moved to Canada and this is the first time I have shopped at this store. I will definitely be a return customer given the memorable customer service that I received today.
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July 2023 by Indira Shams
Jacy was such an amazing cashier , she’s so helpful and genuinely kind
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May 2023 by David C
Our family would like to give a BIG THANK YOU to M.J. at Urban Planet for helping us. We booked for Santa Claus pictures during Christmas and saw some beautiful sweaters so we decided to rush and buy for all of us for the photos.One thing, we didn't realize we left our infant's favourite winter jacket in the dressing room. We were so sad for a few months searching so many stores, and we just gave up. We came back to the mall and passed by and we were like let's just check here, and we asked MJ if they had seen a little jacket. She immediately got excited and grew a big smile and asked us if it was green! Turns out she found it and held for us for 2 months hoping someone would come back to claim it. My son was so happy to see it and it just made our day. We offered to ask for a manager to give our praise to her, but she insisted it was not necessary. I hope MJ gets a promotion for her kindness and positive spirit.
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April 2023 by Lindsay Baker
I bought several items online, shop from Urban fairly frequently. I bought 5 pairs of jeans and upon receipt, not one pair fit... all too small or too big (and I mean like fir as though they were 4 sizes too big, came up to my chin). I tried to return them at the store location, but because I accidentally misplaced the receipt, they wouldn't take them back. The girl in the store was very apologetic, even called them, but they said their warehouse doesn't deal with my area- whatever that means. Not happy at all about this and won't shop there again.
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March 2023 by Cynthia MacIntyre
I would like to mention MJ from the Kingston Cataraqui Town Centre location. I gave my grand daughter a $100 .00 gift card for Christmas but when she went to use it in the Urban Kids store it wouldn’t work.We visited the store across the mall and again the card wouldn’t work.However, the manager MJ went above and beyond to assist us. She called the phone number on the card and was able to determine that there was in fact a full $100.00 on the account. It was a defective card.She then reloaded the funds into a new card for my grand daughter.Well, that was above and beyond her responsibilities and we are so very grateful for her and her efforts.Yay! MJ. ❤️
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February 2023 by Shana Clark
CHECK YOUR ITEMS OVER THOROUGHLY BEFORE YOU PAY FOR THEM!! I've had mixed experiences here. Sometimes pretty decent, other times frustrating and even maddening. 2 weeks ago I went in and bought a bunch of men's pants for my son, and there were multiple of all of the pants on the $10 rack. I get up to check out, and I have to ask what every single item is ringing up at, because none of them came up the price listed (all the while dealing with the cashier rolling her eyes.) Yesterday, I went in and bought some of their clearance shirts that were 3 for $10. Noticed this morning while removing the tags to wash them that there's a fair sized hole in the back of the one shirts. Yeah, it's not a lot of money, but it's the fact that they're selling damaged merchandise! It's not like I can pop across town to take it back either. I live a 3 hour round trip from the store. The same thing happened with a pair of pants having a hole in them that I had purchased once before, but I just thought well, it's one thing. This is the second time I've gotten damaged un-wearable clothing from this location, not impressed!
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October 2022 by Cassie 123
New employees are super friendly and helpful
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August 2022 by Sabrina Bellemare
Horrible customer service, music was AWFUL. Went in with my 12 year old to get him some new clothes. We will be shopping elsewhere from now on.
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June 2022 by Shannon Beckwith
Horrible experience, will never go back. Zero customer service skills.
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March 2022 by Mark Fardella
Refused to sell me a sweater off the mannequin (was only one in my daughter size). Lazy and rude. Will never go back and will share this experience
