Uniqlo - a warning

[nevertrustaherdofcows]

I have made two big orders recently for full price items: vest\tank tops with built-in support, and one of their pull-on bras.

I have tried to make returns - well within the period - for the sizes that don't fit. Although the website page for each of these items says that they can be returned within 28 days, when I try to use the returns portal (Uniqlo no longer include returns notes in the parcel) I am being told that the items are 'final sale' and cannot be returned.

It SEEMS to be because these are items classed by Uniqlo as underwear, which Consumer Contracts Regulations say need not be refunded. No answer as yet from Uniqlo.

I can't help thinking that this was intended to cover knickers, not crop tops and the like. And as I said, the website pages for them specifically say they CAN be refunded.

However, since I am £60 out of pocket unless Uniqlo change their mind, I thought I'd warn you ...

Katie - the returns forms are downloadable, and I have tried this via the rerturns portal.

Unfortunately, anything they deem Ineligible is blocked so you can’t access a form for that item. Mine were blocked and it would not let me proceed. Hence I tried Customer Services.

Incidentally, Customer Service have now promised to look at this ‘internally“ (does this mean remove the ‘Can be returned within 28 days’ banner under relevant items on their web pages?) but are adamant that my items can’t be refunded

Uniqlo's customer service seems to have been built on the principle that the customer is always wrong. I had a dreadful experience with them a few years ago and will never buy from them again.

Contact trading standards

Send them a screenshot of the page that says you can return them, and inform them that you're in touch with Trading Standards.

I've had the same and they eventually agreed to the return but I haven't yet had the refund...

I’ve always been a big fan of Uniqlo and like their clothes but my recent order was delivered to the wrong address by Hermes and the photo showed that. I sent them a message, no reply at all, as the parcel is ‘delivered’. I tracked the parcel down by walking streets near my house to see if it had been mistakenly delivered nearby, found the right doorstep and knocked and asked for it. Still totally unacceptable, as uniqlo wouldn’t know I have the delivery now.

I've spent loads with them as well. Several hundred a year, mainly on Heattech and the Ultra-Light down jackets (we are a riding family, and I find the jackets make good presents).

Not any more though!

OP have you had any joy with this? They've now changed the wording under the Airism Cami top I bought in 2 sizes (specifically so that I could try their sizing) saying it's not returnable. It most definitely said it was previously....

I probably have a screenshot of the 'previously' ...

No progress. I will do a charge-back and also complain to whoever took over from trading standards, but the last few days have been taken up with an unexpected hospital admission. It will happen though.

The same thing has happened to me. I shared my screenshot with them. They sent a very general Ts & Cs email. I said it was unsatisfactory and they said they have answered my query - underwear cannot be returned. Now they have changed the item on their website to say they are non-returnable but my screenshot from last week says they can be returned within 28 days.

They are claiming that these leggings are underwear AIRism leggings

They are too thin to wear on their own - which is why I wish to return them, but nowhere in the description does it indicate that and I haven't tried them on like underwear, I can't imagine anyone would!

Here's the description: "The high-waisted, double-layered design provides a secure and flattering fit for athletic and everyday wear." AND "These leggings are fitted with AIRism technology, so they’re lightweight, breathable and quick-drying – ideal for a strenuous workout or simply when you’re running errands."

What awful customer service.

I'm disappointed too because they are my go to for basic items. I love the heat-tech clothing for keeping warm watching DCs sports.

OP why not do a tweet - attach the pics. You will get a response much faster that way.

Thanks for the warning - I'll avoid any online purchases! Some places are brilliant at returns and customer services, and I think they'll be getting a lot more business in future (I've just swapped my Allbirds for a smaller size and the service was brilliant!)

I finally got the refund but it was a huge pain to chase!