Bought a pair of boots which I really wanted from Anthropologies on the 8th March this year. They didn't have them on the UK site so I ordered them from the USA and decided I like them so much I would pay for the import fees and tax etc. Three weeks late they arrive, which is fine because the package had to clear customs and I was charged the import fees, handling fees and expensive postage – all fine. I open the box only to find out that the wrong shoe size has been sent to me. Anthropologie / Urban Outfitters (same company) advertise the fact that they will cover the return postage if the items are not suitable, which they were not as the wrong size was sent. I call customer services who tell me their return label portal isn’t working and to call back for a return label. After 2 and a half weeks of repeatedly calling America (yes the UK customer service team are US based), they tell me to pay for my own postage via Royal Mail and they will refund me the cost of the postage. I do this and get a refund for the boots only which I send back. I then have to write myself to HMRC Customs to claim the duty fees back (£100.00 +) and prove I have returned the boots back and, prove I have received a refund. Pictures had to be taken and documents sent. I had to do this twice before I received the refund and I never got my handling fees back from them which Anthropologie refused to refund even though it was THEIR mistake in sending me the wrong boots. I spent months chasing the postage fees, I have made 30 + calls to the US customer service team costing me a fortune, and eventually in March they sent me a cheque claiming they could not do a refund transfer electronically. My bank was going to charge me more than the cheque was worth just to convert the amount from dollars to pounds, so the cheque was worthless to me. Again about 10 more calls, at least 25 emails sent and only a response that a new cheque for $80.00 covering the bank fee would arrive. We are now in OCTOBER – no cheque, no response from the customer service team and I am out of pocket about £100.00. They offered to give me a 30% off voucher which only lasted a couple of weeks as ‘compensation’ as if I’d actually want to shop with this company again. It's complicated as Anthropologie are part of Urban Outfitters and so the company act as one unit but are basically the same organisation. Utterly, utterly shameful and disgraceful service. I shop for everything online and never have I been treated in this way by any company I have shopped with. 8 months since purchase and no action by Anthropology to make things right. These people are technically thieves. I literally have no words at how upset and appalled I am by the way I have been treated as a customer. None of it my fault. I have done everything by the book.