The staff here is very kind… but in my opinion the quality of the print is not worth the price. What sets this store apart from other places is that they have less restrictions on what they’re allowed to print and they have lots of options for what you can print on but you could do the same work at home for less money with some transfer paper and an iron. I payed $100 for 2 shirts, I was pleased with the look of the print and the colours of the shirts. After going home washing and wearing the shirt i realized its pretty uncomfortable to wear. the print on the front just feels like I have a piece of paper fused to the front of my shirt - which is fine if that’s what you’re looking for but for the price, I was expecting it to be a bit better quality. Overall my experience in store was great, however if I knew the shirts would feel the way they do I would have gone elsewhere.
I ordered 7 t-shirts for my family cruise from eaton centre location. Each had similar design, but a different name for each family member. The total was around $340. I got my friend to pick it up from the store, and when he FaceTimed to show me once he was home we realized that all T-Shirts had the same design on it, with my dads name on all…☠️. I emailed them back and called multiple times. They initially said they wanted the T-shirts back so they could overlap the new design onto the old one, which in my opinion is super unprofessional. If you made the mistake, you should print new shirts free of charge. They also did not want to give refunds. Which would be fine if they weren’t the ones who made the mistake… I told them I needed new shirts, but they demanded my friend (who had the shirts with him) to give the original shirts back to him, and pickup the new ones later. For reasons I still don’t fully understand. I called the eaton centre store and a girl picked up who had absolutely no customer service skills. I asked to speak to the manager and she said no, your friend already did. I asked again and she said her manager wasn’t there and she had no clue when she was coming in. After calling their customer service number various times they picked up, and finally agreed that they would print entirely new ones. I picked up the new shirts, in person again, which was already a hassle. I check the T-Shirts and one is printed with the design much smaller than the others. Another shirt was an entirely different material. I am sure they were aware of this but they just didn’t care. And honestly after being stressed so much about the order over the past couple days, I stopped too. I asked for a bag and they couldn’t even give me that. Crazy for a $340 order. Don’t go here. These people are not professional at all. Save your time and money. Might be better off buying customs off Etsy.
THEY ARE SELLING FAKE! Labubus and had the audacity to lie saying “customers opened them and said it’s real” bro I confronted them telling them it’s fake and bro had nothing to say, what a waste ahh store - ps if this gets deleted believe me I will keep writing bad reviews, I have multiple emails
**DO NOT USE THIS COMPANY** This review is about the absolute TERRIBLE service I Received from urban customs @Eaton Centre. On August 19, 2025 I traveled from Massachusetts USA to Toronto Canada and spent nearly US$400 which is equivalent to approximately C$350 on a business banner for an important event scheduled for the weekend of September 19, 2025. I explained my strict deadline and was assured by the sales person (a very polite gentleman the only positive part of this entire experience) that my banner would be ready and delivered on time. On August 25, I emailed my finalized design. On September 4, I reached out for a delivery update. I was told via email (screenshots attached) That the banner would be finished and ready for delivery that very evening. Despite these guarantees my order was not shipped until September 11 already passed my requested date of arrival which was September 8. During this process, my calls were met with two very different experiences; one with the kind gentleman I first met, and another with a rude, unprofessional female staff member who repeatedly cut me off, argued with me, and ultimately hung up on me when I requested to speak with a manager. After that, she simply refuse to take my calls, which is completely unacceptable behavior for any form of business. If I were the owner of this business, I would fire her immediately for embarrassing the company. If she is the owner of the company, I would highly suggest she take some personal time off to learn good communication, skills, and customer service. And this is coming from not only a person who also owns a business and no matter what my customers are always right, and I always strive to find a resolution, but also a compassionate nurse who works with patients and families on a daily basis. To make matters worse when my order was finally shipped I was suddenly hit with a hidden tariff charge of US$119 that no one disclosed during purchase. I was briefly told there might be a way to resolve it, but no one ever followed up. To avoid further delays, I paid it out of pocket. By this point, I realize the banner would not arrive in time for my event. I requested a refund, showing proof of the missed deadlines and written guarantees, but urban customs flatly refused, offered no solutions, and ignored my formal email request. I even tried calling their Dufferin Mall Location, But still never received a call back. As of September 22, 2025 my banner finally arrived today days after my event making it completely useless. It is sitting in my living room unopened and untouched. I am now out over US$500 between the banner and the surprise tariff with nothing to show for it. This company misled me, failed to meet their own deadlines, treated me with blatant, disrespect, and refused to take accountability for their failures. To make matters worse this long and detailed review probably could have been avoided Had a manager called me, and at least apologized for the rudeness of the female staff that I had spoken to on at least two occasions. My recommendation is if you are in Toronto or traveling from abroad or are a US business looking to do business in Canada do yourself a favor and avoid urban customs at all costs. There are plenty of other businesses that are actually respectful of customers time money and trust. It is very sad that I even sent out a very respectful email requesting a resolution with the company and have still not heard back. I have attached all screenshots below. I would also like to make note that the company makes beautiful quality work and have made other purchases from them but customer service really makes or breaks a business and this just def did it for me.
I called on Wednesday and an employee gave me inaccurate information. I inquired about any recommended file types or specifications for my custom design, and when he suggested I bring my own shirt to cut costs, I asked if there were any specific fabrics I needed to bring. He told me "anything works". So I was surprised to come in the following morning and realize that he was wrong. The design I made is NOT possible on the t-shirt I brought because Urban Customz currently doesn’t have a laser printer. I spent hours on my design that night, fully under the impression that anything was possible! So I felt very disappointed in the morning (after commuting to the Eaton Centre on a weekday morning!) that things had to be tweaked to such an extent, especially considering I called in advance to double check. So, why am I leaving a 5-star review? Gauri was AMAZING at helping with the problem. She was friendly, remediated the issue by suggesting multiple solutions, and was very apologetic about her colleague’s misinformation the day before. I will 100% be returning to Urban Customz, because I felt like she really appreciated me as a customer, and she worked tirelessly to get the shirt perfect for me. I hope that that other employee sees this feedback, because I literally almost crashed out when I thought I wouldn't be able to attend my event with a custom shirt! But instead I walked away with a great alternative and the correct information for future designs. :)
Asked for the cost to do a custom print on a hoodie, was told $65 with logo included and a 15 minute wait. I asked if I could do a logo front and back, was told yes. Then after 10 minutes of sending the logos and figuring everything out I’m told it’s $85 plus tax. Extra 20 for the back logo. Should’ve been told that from the beginning. Ok well I already spent enough time so I go through with it. They said come back in 15-20 so I did. It was NOT 15 minute wait. Took 41 minutes total. I timed it cause I had the notification from the transaction. I just stood there for 20 minutes. No acknowledgment. No apology for the delay. And the older one with the very curly hair was not polite or friendly at all. The younger one was pretty friendly. And finally the job was meh. Was not a clean smooth cut - the edges bleed in quite a few spots. ?
I couldn’t be happier with my experience at Urban Customz! From start to finish, the process was seamless. Their design tools made it easy to create the perfect custom T-shirt, and the team was super helpful in making sure everything looked just right before printing. The quality of the fabric and the print exceeded my expectations—soft, comfortable, and the design hasn’t faded after multiple washes. Shipping was quick, and the customer service was top-notch. Whether you need one shirt or a bulk order, this is the place to go. Highly recommend! Will definitely be ordering again. Thanks,
Urban Customz Toronto Eaton Centre - Custom Printed T-Shirts, Apparel and Art is a Canadian Custom t-shirt store based in Toronto, Ontario. Urban Customz Toronto Eaton Centre - Custom Printed T-Shirts, Apparel and Art is located at 220 Yonge St, Toronto, ON M5B 2H1, Canada.
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