Uniqlo - returns help

[HopelesslyWanderingStar]

Hi all,
I’m hoping you can help me. I bought a Uniqlo jacket in April for £50 through their website.
I decided it wasn’t for me so returned it using the returns slip in the package. I tracked it and kept the receipt from the post office. Sent it to the address on the form together with the completed form.

I have not had a refund. Earlier this month I contacted Uniqlo customer service who tell me that as I didn’t use their Evri returns service (something I had no clue about as I used the form in the package) they cannot refund me.

They’ve said that they don’t use returns slips so cannot refund me. So I’m not sure what to do as this is obviously an error on their part but they have now referred me to the citizens advice bureau. Refusing to take it any further.

Does anyone know if contacting their head office might be useful? Does anyone have a contact email?

I looked at the citizens advice website but can’t find my issue under their consumer section. To be honest I don’t think they should have to help be, Uniqlo should be sorting this out.

Any ideas would be most welcome.

Just bumping as chat seems busy this morning

Uniqlo are doing really badly with returns, the Trustpilot reviews are shocking. You might get an idea about how others got their refund if you read the reviews.

https://uk.trustpilot.com/review/www.uniqlo.com

Did you pay by credit card? I would contact my bank for advice.

https://www.uniqlo.com/uk/en/info/returns-policy.html

Did you send it to the address that's on the info on this page with all your details on it?

How did you pay for it?

Thank you for your replies.

I paid using my debit card and returned to the address on the form, which I have since discovered is different to the one they use through Evri.

Thank you for the trust pilot link, I will check it out.

The customer service staff were awful, we were just going around in circles. I almost wondered if it was a bot!

If anyone else has the email address of the ceo that would be really helpful

no clue if this is actually it but worth a try, not sure if you can message directly on LinkedIn but have added that too.

https://www.emailsherlock.com/emailsearch/[email protected]/

https://uk.linkedin.com/in/masa-nagatake-a850046#:~:text=Masa%20Nagatake%20%2D%20CEO%20%2D%20Uniqlo%20UK%20%7C%20LinkedIn

If the support help was on chat it probably was a bot. Most companies are moving to bots instead of humans for customer service

Thanks so much everyone

I've only ever returned by evri. I went on their website, onto my order, clicked to return and got an evri QR code. There is a shop on my street that accepts evri parcels so dropped it to them and got tracking info. Took a while, but I got a refund no problem.

Yes I’m aware of that now. They clearly made an error by putting a returns slip in the package. When I queried this they kept saying they don’t use returns slips. That was the first time I was returning something so I didn’t know. I just wish they would take responsibility for their mistake, I would have happily returned through Evri if I had known that was the process

Can you see if the addres you sent it to was theirs? If you have proof you sent it to correct place, tracking showing it delivered, you could also take it to your credit card if you used one to try get the charge back.