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Original poster

Is anyone else having problems with Uniqlo?

66 replies

Teapot200000 · 07/12/2020 10:05

I don’t understand it. Uniqlo have always been really reliable and now all of a sudden they’re not processing orders and their customer service has vanished into thin air? Is anyone else having issues with them? I’m waiting on 3 orders which are all still ‘processing’ and have been waiting 40 minutes now for customer services chat! This can’t just be to do with COVID, surely?

OP posts:
fitbciz1 · 07/12/2020 10:11

Yes - an order I made at the end of September disappeared into the processing black hole. When it finally turned up half the stuff was missing and it took me until last week to get my money back. Very difficult to get in touch with customer services.

I won't be buying from them online again.

Original poster
Teapot200000 · 07/12/2020 10:30

According to trust pilot your experience is pretty typical fitbciz1 . I’m genuinely shocked at how bad their customer service is.

OP posts:
Otherplans · 07/12/2020 11:11

Me! I finally committed to a uniqlo cashmere jumper weeks ago. It's still 'processing'. But I'm still being bombarded with promotion emails.

fiorentina · 07/12/2020 19:02

I ordered a coat in September which was delivered to the wrong house - usual photos of someone else’s front door. Uniqlo didn’t respond at all to the email, for all they know/care it never arrived. I did manage to do some detective work and locate it several streets away but their customer service was non existent.

mynameiscalypso · 07/12/2020 19:26

I have been wondering about this too. I loved an order last week and have heard nothing more although I see the money is pending on my credit card today. I've always found them reliable in the past as well so pretty surprised that they don't have their act together at the moment.

500BusStops · 07/12/2020 19:51

Same here. I've been a Uniqlo customer for a long time, always found them reliable. Now there's no tracking information for returns, they just disappear into the Bermuda Triangle. Also no returns slips included, and I have no access to a printer. It's impossible to contact Hermes if there's an issue.

But thanks for the thread this has reminded me to check on a refund they owe me!

LumpySpacedPrincess · 07/12/2020 20:05

This is one of my go to brands, won't bother until they sort their customer service out.

TDMN · 07/12/2020 20:19

Me! Ordered something on the 29th, had a paypal confirmation but nothing from Uniqlo themselves! Anyone else in the same boat? Not even sure how to go about contacting them about my order as im not sure if the reference number on my paypal receipt is an order number?

BeaufortScale · 07/12/2020 20:21

My order turned up with one thing missing, so I’ve just tried again. Sounds like I should have just gone in-store, but I thought best to avoid shops as cases are rising where I am.

BathTangle · 07/12/2020 20:24

No confirmation email, although order did arrive. I was very baffled by lack of packing note/returns slip. The online version gave no option for exchange (I just wanted a different size).

oreosoreosoreos · 07/12/2020 20:31

@BathTangle I don’t think you can exchange any more, you have to return and rebuy, and they won’t even honour any discount code from the original order, so you’ll be paying more and extra postage for the privilege!

I gave up in the end and just returned the entire order and bought pretty much the same stuff from Gap!

rc22 · 07/12/2020 20:34

I've received three recent orders from them with no problems. DH ordered something and has had no confirmation email and no sign of order. He thought it must be because he hadn't completed the order properly but maybe not. We've only just started using them and really like the clothes so would be a shame if they turn out to be unreliable.

SwedishEdith · 07/12/2020 20:38

Just checked Twitter and I think they're just having to process more orders. They're saying expect 8 days from order before it's process not the 3 it says on their website. I order loads from them and can't say I've ever had a problem with them at all.

Itsokthanks · 07/12/2020 20:41

Yes I've had an incomplete order but no refund as of yet, I payed with paypal so not too worried.

luggageandbags · 07/12/2020 20:46

They were pretty reliable, even in lockdown 1 they were refunding promptly while everyone else was having a meltdown. My last order with them a month ago had an item missing, but they did respond to my emails and refunded within a week. I think it’s a blip but I won’t be ordering for some time until they sort things out.

byvirtue · 07/12/2020 20:51

I waited a month for a refund after jumping through an insane amount of hoops to return a faulty item that was unreturnable via their portal. When I emailed them to follow up on the refund they then asked me to provide yet more information and told me a refund would take a further 3 weeks. I gave up and did a chargeback on my credit card in the end. Last time I shop with them their customer service is appalling.

Featherstep · 07/12/2020 20:55

Interesting. Just for balance, I ordered a cashmere jumper for DH in November and it came no problems. I've bought online with them for a few years and this is the first time I've heard of trouble!

Lampan · 07/12/2020 20:55

I must be one of their biggest customers (well maybe not but I do buy a lot!) and have never had problems with them. Over lockdown I’ve not bought much as I’ve cut down on clothes buying in general. However, I have read a few reviews on their site about items not received, which did strike me as odd cos they are usually fine. But maybe something has changed!
Having said that, I ordered a coat 3 weeks ago and some stuff from the new Marimekko collection a couple of weeks ago and that was all fine. Might not bother ordering any more now I’ve read this though...

Original poster
Teapot200000 · 07/12/2020 21:07

My wardrobe must be around 90% Uniqlo and until the last couple of weeks I’d never ever had any issues with them Shock I’ve always thought of them as very reputable and reliable, kind of like a Japanese M&S.

OP posts:
DianaT1969 · 07/12/2020 21:17

I hate their website. It's glitchy and the search and filter functions are awful on mobile. I'm amazed anyone actually manages to shop with them online.

SpeckledyHen · 08/12/2020 08:05

No experience of on- line but I only saw one member of staff yesterday in the Oxford branch . Cost cutting....

Otherplans · 08/12/2020 10:40

Ah yes just saw this, though they're downplaying it faq-uk.uniqlo.com/pkb_Home?id=kA13z000000XnBg&l=en_US&c=category_uq_uk%3AUQUK_C1_1&fs=Search&pn=1

Hope my order turns up. It's a pity as the cashmere jumper was meant to be my one nice thing this year (I've been on an unintentional 'no spend' due to illness).

Janegrey333 · 08/12/2020 13:54

I have always found them great in the past. Having read this, though, I shall have a rethink. A pity.

TottiePlantagenet · 08/12/2020 15:58

I usually online order something from them every 2 or 3 months (usually visit their shops in good times). Not had any problems with them so far this year. I know their refunds usually take about a month - slower than other high street retailers, but they get there.

500BusStops · 08/12/2020 17:28

And most annoyingly the only reason I made a return recently was because they sent me an item with the security tag attached! So I had to return it and order an identical replacement

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