I've always been a fan of the brands under the URBN umbrella (Urban Outfitters, Anthropologie, and…read moreFree People). Compared to fast-fashion retailers, they tend to have better sourcing practices and higher-quality pieces. When I first moved to California, I wasn't used to seeing these brands everywhere like I did with East Coast retailers, but over time, they've become some of my go-to shops for their trendy yet well-made clothing.
During the holiday season, Urban Outfitters was significantly busier than Anthropologie and Free People, and unfortunately, the customer service took a hit because of it. While both of those stores consistently provide impeccable service, UO felt a bit more chaotic in comparison. I assume this has to do with the younger demographic they cater to, which also reflects in their staff, most of whom seem to be college-aged. There's absolutely nothing wrong with that, but it does make a noticeable difference. Anthropologie and Free People employees tend to be more seasoned, more engaged, and overall just more attentive.
That said, now that the holiday rush is over, I've noticed a big improvement. The sales section and fitting rooms, which used to be a mess, are now much more organized with staff actively maintaining them. The checkout line moves more smoothly, and the overall atmosphere feels less overwhelming. I didn't feel the need to leave a review before because, honestly, most retail stores deal with the same post-holiday struggles, but I have to give credit where it's due, UO has stepped up. Unlike some other fast-fashion chains in the mall like Zara and H&M, which still seem disorganized on the weekends, UO has clearly put in the effort to improve. I think a big part of this is that the management seems to be focused on staff development rather than just filling shifts. The familiar faces I now recognize are much more attentive and confident in their roles, and you can tell they're balancing their responsibilities better.
As for selection of their clothes and other products, UO carries a good mix of trendy pieces, vintage-inspired finds, and some quirky household knick-knacks. While their inventory can be a hit or miss depending on the season, I appreciate that they stock more unique styles compared to basic fast-fashion retailers like H&M. Their home and accessories section is also fun to browse and something I'd probably buy instead over the home-products that I see in Anthropologie.
Value-wise, UO sits in that mid-tier range. Not quite designer like Anthro and Free People, but definitely pricier than fast fashion brands like I mentioned earlier. Some pieces are worth it, especially when they're made with better materials, but others can feel overpriced for what they are like the Graphic Tees for example. That being said, their sale section is where you can find some solid deals if you're patient and go through it if you have the time. Unlike other retailers that just throw clearance items into a messy pile, UO's sale section is now much easier to navigate, which makes a huge difference when it comes to the overall shopping experience.
Overall, if you're shopping at UO in Fashion Valley, expect a much better experience outside of the holiday season. The store is noticeably more organized, the service has improved, and the shopping experience feels much more enjoyable. If they can keep this level of consistency year-round, they'd easily earn a five-star rating from me just like Anthropologie and Free People.