Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
Style and beauty

Looking for style advice? Chat all about it here. For the latest discounts on fashion and beauty, sign up for Mumsnet Moneysaver emails.

Original poster

Uniqlo - never again.

33 replies

Cantonet · 16/12/2024 09:02

Irredeemably shit experience.
Hate the heat tech. Synthetic sausage skin look. Waiting 10 days for jeans to be sent out from an online order & they're now totally out of stock online. No way of cancelling the order or getting my money back. There's no way of finding out how to speak to customer services on the website. Upon googling there is an message leaving facility.
There's no proper UK presence on Instagram/Facebook. Hence no way of complaining.

Why are they paying Instagrammers to promote their clothing & appointing a new style director when they can't get their act together with running a modern efficient company?

OP posts:
YYURYYUCICYYUR4ME · 16/12/2024 10:09

I ordered on Wednesday, delivery turned up on Saturday. Ordered another item (liked what I ordered so got another colour) and it is being delivered today. I am also wearing a HeatTec top today and it depends what type, but they do the job as a base layer, so no complaints here and I am a lump / bump shape!! No affiliation with the company, just someone who likes the products and whose deliveries seem OK, although I believe today is their last day for confirmed Christmas deliveries. In the past I used the on-line messaging and it did get me a conversation online about an item, so worth starting the process, as I will agree here, it takes time!
.

PiggyPigalle · 16/12/2024 10:20

Can't help with Uniqlo service, but I can recommend Sainsbury's Tu Thermals.
They are though meant to fit like a sausage skin, just wish they made flesh coloured ones.

Floralnomad · 16/12/2024 10:24

My daughter was moaning last week that they’ve made the skinny jeans / jeggings she likes heat tech now so she can’t have them as she has CFS and runs hot anyway . I’m wondering if they will bring the others back in the spring .

lionloaf · 16/12/2024 10:38

Love the heat tech base layers! Although I wear them for heat rather than fashion so I couldn’t care less what they look like as they’re always under a fleece!

Delivery is rather slow!

Chemenger · 16/12/2024 10:41

Heat tech is excellent for keeping you warm. I never wear it on top so I don’t care what it looks like. I live in their merino jumpers all winter, they wash well and seem indestructible (unless the moths strike).

Original poster
Cantonet · 16/12/2024 10:55

I really dislike the feel of the heat tech tops. Each time they bring out a new variant I try again. I'm obviously very susceptible to the Influencers. This time I tried the Cashmere mix but just no.
I do love pointelle thermals, particularly Brora. But i have been known to also buy Primark.

Uniqlo actually has just over a 1* rating on Trust Pilot, so I'm not the only one complaining.

OP posts:
SquirmOfEels · 16/12/2024 11:34

I love Uniqlo clothing, but will never again order online, as the information about your order is inadequate (like when it might turn up, or even basics of whether it’s been shipped) and I couldn’t find any way of getting in touch.

biedrona · 16/12/2024 11:38

I do not think it is reasonable for you to expect heattech to smooth your lumps and bumps.
Agree on some aspects of customer care but I always get may package 3-4 days after ordering (or quicker if click and collect)

fiorentina · 16/12/2024 11:51

I love Uniqlo and the quality of most of their clothes including heat tech which I only wear as a base layer. I do think their new website isn’t great from a customer experience perspective and their online service very hit and miss with deliveries and returns.

RampantIvy · 16/12/2024 12:01

I prefer to shop in person, but the last time I ordered it was to order more of what I had bought. The delivery came quickly and everything was as it should be.

I have heard a lot of negative things about returns, refunds and customer service in general so if I want to buy anything new I take a day trip over the Pennines to Manchester and go to their shop.

I wish they had more stores.

Original poster
Cantonet · 16/12/2024 12:05

@biedrona where did I say I expected heat tech to smooth out any lumpy bits?
The Cashmere variant is so thin that I saw flab in places I never knew I had any. It's predominantly the feel of it I dislike.

It's funny that having complained this morning to the Customer Services email address my jeans have now been sent out. Precisely 10 days after ordering.

OP posts:
BobbyBiscuits · 16/12/2024 12:42

I really like a lot of their stuff. I got some really cute khaki combats from there recently. There's a big store near me so I've not used them online admittedly.

theotherplace · 16/12/2024 12:49

Have you tried DM'ing them on their website? I got a very quick response then

TheOGCCL · 16/12/2024 13:35

I do find Uniqlo a bit tricky. They don't accept online returns in store which means you have to post back and that costs £2.95. I have about five Uniqlo stores close by including two ten minutes walk away so that's annoying.

Also when you buy something from a store you have to take it back to the same store so that's unnecessarily irritating too.

I find their stock checker reliable and the click and collect. I think the quality is good for reasonable prices.

Whatever they are doing seems to be working though, so popular and opening new stores all the time.

CandyStripedCottonBedsheet · 16/12/2024 13:45

In Japan their stores had lovely unsual jackets on the display.. which weren't for sale?! Utterly frustrating. I think I'm basically the wrong shape for most of their stuff ~too fat in the middle~ .

I do like the artist and designer collaborations though, but the tops always seem to be predominantly in such boring round neck basic t shirt style, which I hate. Their cashmere is basically tissue paper, and I don't like the synthetics. However I might try the Airism stuff for an upcoming hot humid holiday, of anyone knows how well it performs I'd love to hear?

Twelvetimes · 16/12/2024 13:57

I love Uniqlo, I've ordered from them dozens of times in the past couple of years and I find deliveries arrive within 3 or 4 days. I mostly buy t-shirts and trousers (and the inevitable sling bag), which are good quality for the price.

I once had a problem with a delayed delivery and customer services were very responsive and immediately resent the order which arrived in 48 hours.

Floisme · 16/12/2024 14:17

I used to shop there quite a bit but I've cut down. I resent having to pay for returns when their sizing and quality are so hit and miss.

I'll still take a punt when they do an interesting collaboration.

I'd shop there more often if there was a local store and I could see what I was buying and try it on first, or if they made returns more straightforward.

I've never had an issue with their deliveries to be fair

paristotokyo · 16/12/2024 14:22

This thread made me have a look and I've made an order Blush really wish I hadn't lol but I do love their stuff. I do resent that they charge for returns now as their sizing can be hit and miss. But I generally have loved mostly everything I have from there and find them excellent for basics. I usually buy what I try on in store then order online if I want more of the same so can trust the sizing. Wish they had more stores to shop in perosn, the one closest to me is an hour away.

RampantIvy · 16/12/2024 16:16

I usually buy what I try on in store then order online if I want more of the same so can trust the sizing.

This is what DD and I did recently. It's a shame that most of the stores are in London ans its environs. We could do with one in Leeds.

Verite1 · 16/12/2024 16:30

They are great for basics. I have multiple heat tech tops, 3 of the magic bags and we have several of the down jackets. However, I do feel resentful that I have to pay for returns. I am sure that is a new thing and it definitely puts me off ordering from them.

SquirmOfEels · 16/12/2024 21:41

Also when you buy something from a store you have to take it back to the same store so that's unnecessarily irritating too

I live in London and an pretty near 2 stores, and earlier this year (late April) I bought in one of them and returned to the other. No problem - so perhaps their policy has changed. I hope for the better (ie more flexible), rather than clamping down since

Ginmonkeyagain · 17/12/2024 08:07

I love Uniqlo, but their online service is is terrible. I only ever use the physical shops.

Heat tech tops are a fitted base layer, so of course any lumps and bumps you have are going to show. I get it isn't for everyone but they have revolutionised my winter dressing.

JulianWalker · 18/12/2024 08:30

To be honest, it is best to buy clothes in physical stores, otherwise it is easy to choose the wrong size

Floisme · 18/12/2024 09:54

Well that would be nice, Julian, but given the state of the physical high street (with exceptions for London and one or two other places) that's not going to happen and I can't see it ever happening again.

Alternatively retailers could either aim for consistency of sizing and clear garment measurements or, if that's beyond them, they could stop penalising customers for ordering multiple sizes.

Floisme · 18/12/2024 10:07

I rate M&S on this issue. Their sizing and quality are just as erratic as Uniqlo but I'll still take a punt on them (M&S) because I can collect from my local store and return there without any cost or paperwork. They make it easy for me. OK they have more physical stores to act as collection and return points but surely there's someone at Uniqlo with the imagination to think up a solution?