I tried returning an item at a different uniqlo location from where I had bought it from but was denied the refund. They said I can only return it to where it was purchased. what nonsense. this was a totally annoying and inconvenient experience.
Worst returns system ever. They use Hermes/Evri and if you don't have a drop off point nearby and want to send it using the Post Office then they will still deduct the return fee even though you pay for it to be sent back yourself. And Paypal are no help at all in getting the money that Uniqlo stole off you back!
Beware!
I will NEVER buy from Uniqlo again. Ordered from online, my local store wouldn’t accept return. Needed to be returned by post and need to pay for return. Requested a QR code, they don’t offer this. I have no printer. Such a long winded performance. Most returns offer a QR code or Royal Mail free returns label inside items parcel. You’ve lost a customer Uniqlo, goodbye!
Just horrible. In the last 6 months I've had the wrong orders delivered and this week a parcel gone missing. In both cases, it has been up to me to sort it out and it's hard to imagine Uniqlo doing less to help. The delivery issues I suspect are in no small part due to Hermes, a delivery company whose brand reputation is so bad it's had to change its name. But in the end someone at Uniqlo decided, despite all this, that they were the company best suited to serve its customers. After the first issue I was sent a customer satisfaction survey that kept returning an error message every time I hit submit. It seems they can't even deliver a complaint. Such a shame that an otherwise brilliant brand would think this is good enough. One more thing, you ought to stop asking customers how you can improve your service until you've dealt with all the problems they keep telling you about. It smacks of lip service. Mainly because it is.
Paid £225 for 6 items and received just 2 of them! I contacted customer service immediately and sent requested photos and forms but they are denying any items were missing and won't give me a refund.
I wish i could give them a minus star, absolutely unprofessional, unfriendly, unhelpful, unlogical and finally worst idiotic merchant ever to do business/ returns with, Ive been waiting 2 weeks to hear back from them and so far no luck!!!
They have lost me as a customer like many many other people as i read all the complains against them.
There is no one to speak/complain to. They send me 2 phone numbers to speak to customer service and both numbers are incomplete (some digits are missing) DON'T ORDER FROM THEM ONLINE YOULL NEVER SEE YOUR MONEY BACK AGAIN!!!
I used to love Uniqlo and bought a lot of things via click and collect. I would try them on instore and get an immediate refund if they weren't suitable.
And then Uniqlo introduced their ludicrous returns policy. Since then, I've bought hardly anything and then only from my local store (no more purchases in London or elsewhere as you have to return to the store you bought it from) and I've stopped buying online altogether, as you now have to return by post.
Most retailers are smart enough to realise that ecommerce and instore shopping can happily co-exist and that allowing customers to return items instore (irrespective of which UK store they bought it from or whether it was bought online) promotes customer loyalty.
I still get emails from them. I saw a pair of trousers on their website I quite liked. But then I remembered the returns policy. I didn't buy.
It seems Uniqlo are too stupid to understand this. Which, in the current precarious environment for retailers, looks suicidal to me.
Good quality clothes of course but as shops do not have all the clothing available as they do online , the logical thing to do is buy online but then pay almost £3 for a return(print myself, at least they could do electronic returns) and also not be able to return in store is horrible. Not worth the hassle really. If I am lucky to find something in store I would go ahead and buy but shopping at uniqlo online is a no for me from now on, sadly.
Tried to get a refund on the womens ultra stretch cropped fit denim leggings trousers. I have had these before and they have been fantastic. However purchased again and the material was not the same quality and after a couple of washes was falling apart. Contacted custmer service and they advised it was down to wear and tear! Didnt happen with the last pair and not happy at all
Paying for returns in 2022? I was shocked to see them charge £2.95 for a return. Plus the hassle of printing everything out. I was a big supporter of Uniqlo clothes but they really let me down with this one.
uniqlo new website is terrible they deleted my account
they don't care for their customers they lost my business i have spent hundreds of dollars with them in 2021 never again.
I bought an item online which was too big. Went to exchange it in store at Westfield for the right size but they didnt have it in stock so I asked for a refund and they refused. I have never had a store refuse to take back their own product but they insisted it was policy to return items bought online through mail only because these are "two separate things". Is this the 1800s? Your system doesnt allow the online store to connect with the physical one? Come on. Stupid illogical inconvenient policy not helped by unhelpful robotic staff who just kept repeating the same thing
Awful customer service - I purchased an item online, paid through Paypal. The garment fitted dreadfully, so I attempted to exchange it in store, only to be told they could not exchange it in store as it had been paid for with Paypal (even though I was only exchanging one item for another of the same value, so no payment needed to be processed). I was advised that the only way to return it, was to pay a £2.95 fee to send it by post! When I asked their customer services for a reason, they were unable to give one. Will not be using Uniqlo again.
No size XXL on store, tou have to order on line and if you do not order a certain amount you pay shipping fee. Impossible to order XXL when you are at the store. No help in the store to find something. Poor service
Most awkward process to a faulty item. Was requested to submit over and over again the picture of the item, even if they had my order number and the picture of their item with a massive hole in it!
Will be easier to just not waste my time chasing the refund.
I would like to share my experience of returning an item to Uniqlo.
I bought a blue denim jacket online from Uniqlo - the sizing chart recommended I purchase a Large but checking the measurements I felt my size was closer to Medium. However, when the jacket arrived, it was still too big, so I returned it via a local Evri (Hermes) collection shop. All fine until a week later when I received a red bikini top in the post with a letter from Uniqlo saying that the item I returned was not a Uniqlo product and they couldn't process my return. I could not understand this as it was NOT the item I returned, so I tried contacting Uniqlo as there was obviously a mix up.
After a lot of searching for Uniqlo Customer Services (they don't make it easy to complain) I was directed to their Chatbot - don't use Chatbot as it's next to useless if you have an order related query and suggests to me a company that does not take Customer Service very seriously). Eventually I found a Customer Services email (I did not find a telephone number to call) and a couple of days later received a fairly dismissive mail telling me that they had checked with their warehouse department and confirmed that the item they received for return was the red bikini top which was not from Uniqlo and as a result they would not pursue this any further, so any other questions I wanted to put to them, I assumed, would not be entertained. As a regular customer of Uniqlo I feel that they are happy to take my money but are not particularly bothered about me as a customer with a problem that needs resolving.
I am now out of pocket and only have Uniqlo's word that this was actually the case and it has now made me question the whole process of ensuring that returns are secure and checked all the way through the returns chain.
There are a number of possibilities: I purposely sent them a non-Uniqlo item hoping for a refund (which is what they seem to be implying - and it makes me feel like a criminal), or, it was a mistake at the warehouse returns department, or else someone along the returns chain has taken my returned jacket and switched it for this red bikini top. Either way, it still leaves me out of pocket and also in a position that I can't prove that I returned the jacket. Short of me video recording myself sealing up the jacket in the returns bag in the Evri collection shop and in front of a member of the shop staff, I don't know how any future returns/refunds can be guaranteed - and that does not only apply to Uniqlo. I had a similar problem with a watch I returned which the company (not Uniqlo) said they had not received and therefore would not be refunding me (even though I had photographed the packaged item being processed at the Post Office. After nearly two months of contacting the company's terrible Customer Services staff I got in touch with Amazon who refunded me the next day and later told me that the watch 'had been located by the watch company' - I did not get any confirmation or an apology from the watch company. But Amazon displayed great customer service and as a regular customer trusted what I had told them.
Anyway, I'm just putting this on here to warn people returning items to ensure they have a method of proving beyond doubt that they have actually returned the item detailed on the returns documentation they enclose with the return.
In my case, thankfully, I am only £34.90 out of pocket and will try to pursue a refund with my credit card company. I'm only glad that it wasn't a much more expensive item that I returned. As for Uniqlo - as much as I like some of their products, my partner and I won't be buying from them in future as our trust in their systems or commitment to us as customers has been irreparably damaged..
I would be interested to hear if anyone else has had a similar experience with either Uniqlo or Hermes/Evri.
On their website, “if your purchase order is more than $30, you’ll get a free delivery” WHERE???
I’m still waiting for a refund for an item returned in January 2022. I raised the issue on messenger on 28/01/2022. I was told that I would receive my refund 3-5 working days… still waiting 16/03/22
I had the worst customer service experience till date. Uniqlo really need to review they online service and need to make many implementations and maybe learn from they competitors. They refund experience is so painful. I accidentally used an old email address despite providing all the other relevant information including a screen shoot the money coming out of my account they still couldn’t find my order number so I could make a return. I had to call my bank to find the exact time of transaction in order for them to find the my order number. It’s okay for them to not send any additional paper work e.g invoice with the delivery because they’re saving the environment but they want customers to print a bag label and addition papers with parcel ( I’d also like to save the plant). I had a really pleasant experience with Karen millen were they just sent me the QR code and I took it to a Hermes pick up store. It’s was so easy. Why is it so complicated?
the good side I like uniglos clothes... They have a good range that is well cut and reasonably priced.. delivery in the UK seems very prompt and reasonably priced
The bad side... The clothes have relatively short lifespan... For eg ALL the uniglo underwear I've bought after less than a year has lost its shape... The tee shirts which I'm a huge fan after a few washes age ... Yes I do follow instructions CAREFULLY... AND just to top it off you can't review products after... Well some eg's is less than a year... NOT a good look.. so will I carry on buying from them... Yes but probably not as exclusively as b4
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