Muji Reviews 386

What is with the shipping times? How does it take a week to ship an item in this day and age? Terrible

I placed an order on 3rd July. Plenty of time for the goods to arrive by end of July. Customer service was beyond unprofessional. Japanese people are exceptionally courteous and professional. I saw the shipping was dealt with by an European country. I was wondering if the poor online delivery was linked to the middle country or man plus whether online enquires are responded by AI as opposed to human. I never got any apology or reason for cancelling my order on the day order was out for delivery by DPD. I could not believe the services were fit for current century. I don’t know how to rate Muji. I don’t think I will ever shop from Muji unless I am in Japan. I wish I read all the reviews before placing my order.

Should have read the reviews before making the mistake of ordering an item of clothing from Muji.
Order placed on 22 August.
Not a word from them until 1 September, when they informed me that the order is cancelled and that the money should be back in my account in 14 working days.
Wow, 14 working days! Why not just say three weeks? Unbelievable. This is record-breaking.
Why advertise items that are out of stock or that you cannot procure? And what's with the radio silence? It took you six working days to establish that you cannot fulfil the order? Well, you were quick with one thing: charging my card. Never again will you have that pleasure.

I purchased some items online had it delivered and I made an online return form to have it sent back because it wasn’t good. Had an email confirmation saying the Parcel has been returned but no refund confirmation and it’s been over a month. Whoever’s in charge of the MUJI in UK are terrible. This is not the same level of experience MUJI you receive in Asia. Everything in the UK is really bad customer customer service

I am a huge fan of Muji - their products are great. I love their clothes, stationery, storage solutions. Normally when I purchase their product online, I bought exactly what I needed so everything was perfect.

In early July, Muji was having a sales so I bought a few things that I needed, plus a few things that were on sale, thinking I'd try something new. This was where my problem
started.

I had to return a few things. So, on the website, it says it may take up to 15 working days to process any returns - that's actually about 3 weeks. I thought, nah, in this day of age, it wouldn't take this long. I was just plain wrong. Yes, it took exactly 15 working days. I had to chase the customer services to see if they had forgotten.

Then, apparently, it may take up to 14 working days to actually issue the refund. - so that's actually another 2 weeks.

Imagine this, I order something which takes about a week to arrive, then I sent some returns back within 2 days, then I have to wait almost 5 weeks to get a refund. The whole process, from purchase to refunds was about 6 weeks!!! Amazing - not!

M&S processed everything quicker when they were hacked!

And I forgot to say that my parcel was delivered to somewhere else that I had to go and fetch because Muji couldn't sort it out.

I can't fault Muji's products and actually customer service was OK. But good God, only ever buy what you need - don't go being adventurous thinking you can just return them. It was seriously painful!

Horrible experience with a manager at Chadstone. Rude and condescending behaviour towards a customer. I’ve bought multiple items here over the years and absolutely never again. Do better Muji

Unacceptable delay in refund for clothing I purchased, they received my returned goods on July 16th and today I have received an email stating they will be refunding me, but it’s £3.05 less than the amount expected (had accounted for the postage) and another ‘up to’ 14 days for refund to be processed! I will stick to their shops in future if at all.
I have contacted them, but looking at other reviews here I don’t hold out much hope for a response!

Customer service do not respond to contact- you have to use their form but they don’t acknowledge they’ve received it. I returned items according to their procedure, have still not received any acknowledgment of this, or got my refund, and have been trying for a month now to get someone to help me and still no response. Will not be shopping with them again.

Shocking service from this company. Sad because I loved going to their shop in Birmingham. It took 3/4 weeks to get a refund after much hassling them. I was finally refunded £77 when I’d paid £85. They took money for DPD plus they said I’d had a discount which I had not had. I sent the receipt back. Silence from the company. Do not use them on line.

Would never buy from this company the most horrendous experience there customer service is do bad never reply to any emails you send I think it deserves a zero rating

amazing!! top quality products everytime :)

Over two weeks since they received my return, no acknowledgment, no refund, no response from customer service who can only be contacted via an online form so you don't know whether they have received your communication either. Would absolutely not buy from them again.

Seems like a bit of a pile on in here, some reviews are complaints about courier or delivery pricing (which is stated before you order).

Our order was fine, dispatched and delivered promptly. I do think the mailing charges are a bit much and particularly rising as your item number goes up, but otherwise no issues with this one.

I really love the brand/products/philosophy. Products are always good value considering cost/quality. The staff and atmosphere of the shops have always been nice considering the high footfall. My only one complaint is that the delivery cost does not seem good value £3.95 to wait 8 days. Unintuitively I'd probably pay at little more for 1-2 delivery.

I placed an online order on the spanish website, reference 4006880, at the end of March 2025. Among other products, I bought two mochi pillows. Just two and a half months later, they've completely lost their shape, with very little use. To make things worse, the outer fabric has developed a very strange texture. My children use them, and I'm worried. I've written to Muji at mujionline at muji.es and help at muji.com try to return them or find a solution, but they haven't responded at all. I feel truly scammed, i was expecting high quality for this price and a much better customer service.

Ordered same t shirts I bought last year, now the same size is a lot bigger so they all have to go back and they charge me for the postage! Never again.

MUJI often advertises online promotions like discounts and free delivery, but when you try to check out, the website simply doesn't work — technical errors prevent completing purchases. I've experienced this multiple times, and it's incredibly frustrating. Even worse, their customer service is completely unresponsive. I've reached out several times and received no reply at all. For a brand that emphasizes quality, their online experience is shockingly poor. MUJI really needs to address these issues.

Shocked at the price of postage which INCREASES the more you buy! I paid for postage and after 7 days it still hasn’t arrived. I have been notified of a further delay, but no estimate for dispatch, let alone delivery. Awful service from a global brand.

I ordered some scented candles for my wife’s Christmas.
Given the price I expected them to be of reasonable quality, how wrong I was!
All of the candles I purchased were so mild calling them scented was really a lie.
I contacted customer service twice and my complaints weren’t even acknowledged.
I won’t be making any further purchases from this company and would not recommend them to anyone.
Poor product with abysmal customer service!
Avoid at all costs.

I ordered storage boxes linen effect they are great they were dispatched and delivered within two days I am very impressed
Thank you