Uniqlo USA

I returned an item to Uniqlo - location [redacted].

If you return an item without the receipt, they give you a store credit - fine.

However, upon signing the return form - they ask you to WRITE your DRIVER's LICENSE # and the EXPIRATION DATE on the return form near your signature & phone#!!! I return an item without a receipt 2 years ago and they did not request us to write our Driver's License # down then. Inconsistent ID practices.

Is the request to ask for Driver's License (written) ILLEGAL? any store employee can get access to this information and start application for an fraudulent ID using MY personal and private information!

To be clear, I love this store and their products BUT their RETURN policy has some CONTROVERSIAL & possibly ILLEGAL & DANGEROUS practices!

Review: My wife bought a casual jacket through their website, but the jacket was clearly mis-ironed. I tried to return it in store with our online receipt which clearly shows the item/order number/price etc. I also gave them the information of the credit card used to purchase the jacket. But they refused to accept that, and told me that I could only return the jacket with the original receipt in the shipping box which I lost. Otherwise, they can just give me half of the price back. Apparently (through the conversations with them), they saw quite a few similar complains in store, but they did not care.Desired Settlement: They should correct this anti-consumer policy right away, and stop hurting consumers now. The cost my jacket is small, but they are apparently hurting many consumers right now. This is the only company that many know which doesn't accept credit card and/or online receipt as sufficient proof to refund the purchase.

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I purchased 2 tee shirts on line for $12.90 ea. $7 shipping. When I received them they were in sealed plastic bags. I opened one to try on the tee shirt and immediately discovered that it was much too small. At that point I looked at the "how to return" information and noticed it said that if any package was opened they would not accept it as a return. Well I thought that couldn't be right because how could you know if something fit it you can't try it on. I called them and couldn't believe that their policy is that if you open the package they will not take it back. They said it was "intimate apparel". It is a tee shirt to wear outside. No where on the package or website does it claim to be "intimate apparel". If I returned the unopened one they would have refunded $12.90 less $7 shipping fee meaning I would get $5.90 back. At that point I was so disgusted I decided to just keep both shirts that I can't wear. Desired Settlement: Refund of two tee shirts that don't fit and that I would like to return.

Business

Response:

To whom it may concern:

We have reached out to the customer who complained about our online return policy related to undergarments/innerwear.

In our conversation with the customer, we asked her to send the unworn item back to our office for a full refund, however, the customer has since decided to keep the items she originally wanted to return.

We thanked the customer for her feedback regarding our return policy, and advised her that we will consider her feedback for future policy revisions.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a long sleeve inner shirt ( heat tech) and a couple of other stuff at an online uniqlo store. When I actually receive the merchandises, I tried them on at home and I found out the heat tech was a little too tight, so I decided to return it with some of the other items as well. I went to the shop on the [redacted] in Manhattan, NY to returned them to the store in person.

The casher told me I cannot return the heat tech because the package was already open. The package is made in a way that you have to cut the top with scissors and that is actually the only way to open the package.

So I told her about it but she told me there were samples at the shop so I could have checked the size before opening the package. But I ordered it online and there was no way I could check the size first with the sample and I believe the samples are not even for trying on anyway.

But my point is I think they made the package in that way purposely so that we cannot return the merchandise to the store. I checked their website but did not find any explanation about no refund or exchange about the heattech once the package is open.

I also called the customer service 5 times in this morning but the announcement told me they would put me in hold and the phone cut off right after that and I did not get to talk to any representatives about this issue.

I would like to return the item with no money deduction or extra charge on me.Desired Settlement: I would like to return the item with no money deduction or extra charge and refund the full amount of money.

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: UNIQLO cancelled my order ([redacted]) because it had a $15 off promo coupon. When I placed an order with the promo code, I didn't have a problem. Why are you cancelling my order because I used the promo. I want my original order processed or $15 store credit.Desired Settlement: Process original order or $15 store credit.

Review: I returned an order by mail using the company's return label. Three weeks later, still haven't received confirmation of return, tried calling company but hold time was endless. Sent an email, got an automated response to expect an answer within 3 business days. Three days later, no answer, emailed again, this time the automated response was to expect an answer within 5 business days. Tried calling company again, after 10 minutes of holding finally get a rep who then put me on a 23 minutes hold! Just to let me know that he has no answer for me and I should continue to wait. How hard is it to let a customer know if you received a return or not?1Desired Settlement: All I'm asking for is to be refunded for my return!

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Uniqlo USA LLC has been resolved. The company has not contacted me at all regarding the complaint however I finally got credit for my returned item.

Sincerely,[redacted]

Review: I order two t-shirts of M size online of UNIQLO web. Before I made order,I check the size Chart carefully to make sure they are in the same cut. At least, there will be no significant difference. (The two of them have exactly size information) However,when I get my items, they are completely different size. One of them I believe is XL size.I contact their customer service who just explain they should be in different cut, and refuse to take any responsibility. He/she said I can return it and order another one. It means that I cannot exchange it directly and deserves to be wasted time and money.Desired Settlement: I feel angry about their attitudes and I require them refund me and apologize sincerely. More importantly, they should acknowledge the problem is their irresponsibility of writing their size information, rather than blame it to cut.

Business

Response:

Our customer service team contacted [redacted] and offered her a full refund.

We agreed to send a pre-paid return label so that she may send the items back.

The refund will then be processed as soon as the warehouse receives the items.

Review: Bought 3 items on 10/**/14 for total of $51.79

Returned 2 item ($39.0 + $5.90) on 10/**/14.

Never Received Refund/Cancellation to Credit Card.

Fought with Customer Service for over 8 months with no luck.

Sale Receipts and Refund Receipt still Available for proof of purchase and proof of RETURN of Items.

But Never received Money Back or any kind of Credit/Exchange/Replacement.

Horrible Service.Desired Settlement: 1. Refund for 2 items (39.90 +5.90)

2. $200 Credit/Check/Gift Card as for moral damage for over 8!!! Months of tries to resolve that issue with Customer Service of Uniqlo.

Review: On their website they were advertising several promotions to catch customer's eyes and attempt to get the customer to meet certain revenue thresholds. Free shipping after $100 in spend and if you put in the promo code "[redacted]" and spent over $125, get $15 off. Due to these promotions I decided to buy not just one, but two jackets. I went about the ordering process got to the summary screen, saw that the discounts had been applied for shipping and finalized the order. Five minutes later the receipt arrived via email and I noticed that the $15 discount had not been applied properly. I called the support line, spoke with someone who was attempting to help me and then after a ten minute hold was told that the only option I had was not to accept the package when it was delivered, have them returned, and order it again. This was not an option for me as my building automatically accepts packages on our behalf. I requested a refund or a gift card for the difference and was given no recourse. This was a mistake on their end and now it was costing me time on top of money and they were not accommodating at all. Keep in mind that my shipment had not shipped yet since I called in immediately and that they were basically saying that if I didn't jump through a bunch of hoops I wasn't getting my money back.Desired Settlement: All I ever wanted was the price as advertised, so a refund of $15 on my credit card would fix this problem, but as of several conversations via email and on the phone they seem unwilling to own up to the advertised pricing that lured me in in the first place.

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I made a purchase (order [redacted]), and it was confirmed via email, and it went through on the website. Then, a week later, my order was canceled due to an "unauthorized promotional code" -- in other words, Uniqlo did not want to honor a promotional code which was valid at the time of order (or it would not have completed), and instead canceled my order.Desired Settlement: I would like to receive the items in the order for the price on my receipt.

Consumer

Response:

At this time, I have been contacted directly by Uniqlo USA LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They merely reiterated that my order had been canceled. They did not ship the order as requested.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I placed an order for a legging from Uniqlo's website on Oct [redacted]. I received the order on Oct [redacted]. I washed the legging before wearing. I followed the washing instructions on the label. Then after wearing it for only once (about two hours), I found a hole of 1 inch in the legging. It is a very visible defect and the legging can not longer be worn. There is no local store in my town. Therefore, I have contacted with the customer service via email a couple of times (from Nov [redacted] to Nov [redacted]), but they did not help me solve the probleml.Desired Settlement: Although this is my first purchase with Uniqlo, I believe their clothes should last longer than wearing one time. Washing the legging correctly once and wearing it for only two hours should not end up with such defect. This product is clearly defective and I would like a refund.

Business

Response:

Our Customer Service Team has reached out to [redacted] and has promised to give a full refund once the product is sent back. We have taken care of the return cost for the customer

Review: Uniqlo does not accept their own gift cards through their website. I've been a fan of Uniqlo clothing for some time, so a family member bought me a gift card for the holidays. The nearest brick and mortar Uniqlo store is over 200 miles away so now I have an effectively worthless piece of plastic which Uniqlo provides no way for me to redeem. My family member was not warned by the employee when she was purchasing the gift card that it could only be redeemed in a store. Customer service has is unwilling or unable to do anything to correct the situation.Desired Settlement: I either want a refund of the dollar amount on the gift card OR the ability to spend it without having to take an hours long road trip to Chicago.

Review: I placed an order online with Uniqlo and they said my credit card was declined and the order could not be processed, yet the payment was taken out of my account. I called their customer service number and Frank informed me there was an error and the hold of $44.70 would be released in 3-5 business days. I then informed him that I still wanted the clothes on that order and that the card was valid and that I could see that they tried to make the payment. He then tried to process the order and my bank account was charged two additional times. This should not happen if the card is declining. I called my bank after Frank informed me I needed the banks fax number to possibly remove the hold sooner than 3-5 days. I called the bank and got the required information and called Uniqlo back and waited another 40 minutes to speak with a representative. After giving the representative the reference number and explaining the information needed in the fax she refused to comply with the specific instructions Frank gave me in order to expedite the release of the hold. Only after telling her I would be reporting her company to the Revdex.com did she try to resolve the issue. After she said she to hold for a moment while she tried to look into it, she thought she put me on hold but I could hear people laughing and talkin in the background which is completely unprofessional. After being on hold another 15 minutes she returned to the phone and said she would fax my bank the information they requested. I still have not received an email from the first phone call confirming it occurred nor have a received the second email which I request for my own records in case of an error. I have never ordered from this company before and I will never trust them with my bank information again. There is obviously an issue with the way they do their billing.Desired Settlement: I would like the company to retrain their staff into how to properly handle billing and order issues. An apology for the resistance and compensation would be appropriate.

Review: For my most recent order#[redacted], when I received my UT shirts, I noticed the fit of the UT shirts changed dramatically and the collar is also different, without mentioning the thickness of the shirt. None of these were advertised on their site. When I wrote an email complaining about this, Uniqlo rep in email told me I could send it back and wouldn't be charge shipping, but after I sent it back, they still charged shipping and told me unless I process an EXCHANGE, they would be charging me shipping fee. But the problem as mentioned earlier is that the fit and the material has changed, I have no intention on exchanging for something I know won't fit as well as it used it, so why force me to place a new order is beyond me.Desired Settlement: I would like Uniqlo to return the shipping fee they charged for a mistake clearly on their part.

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].

Sincerely,

Review: On August **, 2015, I received an order that I placed of a rain Jacket and a down coat. Just my rain jacket came with the small traveling bag. I had the impression as per a recommendation that,all their jackets would come with such bag. I started emailing them about it, since is IMPOSSIBLE TO GET SOMEBODY OVER THE PHONE. Their customer service emails could take a week to be answer so we have been back and forward for 3 months regarding this issue. First they clarified that just the down coats came with such bag and that the coat that I ordered didn't. I expressed the interest of changing the coat for what I originally wanted. They told me that I needed to make a new order and then they were going to send me a return label that would take 3 days for me to get in order for me to return the other coat. I ordered the new coat, which shows in stock on their web site but that ordered never got processed. They never contacted me. I noticed that I never received a shipping confirmation email after 11 days of placing th new order. I called them again and they told me that the ordered showed as being process but couldn't tell me what was going on. 2 days later they cancelled my order via email. It has been 3 months and I haven't received any return label either ,for the coat that I wanted to return and the return was approved by them via email as well. It is a total nightmare to communicate with this company, since they have a call center outside the USA that needs to get in contact with another call center inside the USA in order to solve a problem. this is exhausting and time consuming;therefore I need your help.Desired Settlement: I need to return the coat that I didn't want so I can have a refund on my card. I have been paying interest on a coat that I don't want and that I was supposed to received a return label 3 months ago. Specially when it was approved by then via email. I also would like to get the light down coat in black since it is showing in stock

Business

Response:

Hi [redacted], Thank you for your recent request for a pre-paid return label. Please accept our apologies that this was not provided to you sooner. A pre-paid return label has been emailed to you separately. A refund for your item will be processed once it is received back in our warehouse. We welcome you to place a new order online now for the item you wish to have. Thank you!

Review: Unqlo has a Doorbuster promotion last week. The poster pasted outside the store showed the Doorbuster deal for 12/** on Mens Seemless Boxer Briefs were $1 each. I went in the store and bought six Mens Seemless Boxer Briefs. The cashier rang up at $4.9 each. I told the cashier the brief are onsale items. The cashier refused to adjust the price. I paid it and I sent email to Uniqlo customer service. The next day, I received email reply from Uniqlo saying only briefs with certain item codes were onsale. However, the poster didn't mention anything about certain item codes, the poster only stated Mens Seemless Boxer briefs at $1. Uniqlo is doing misleading advertisement.Desired Settlement: I request to get refund on what Uniqlo overcharged me.

Review: I bought a jacket from UNIQLO's 6th Avenue store in Dec 2014 while vacationing in NYC. It was a gift for my mom and upon returning to [redacted] I realized the jacket did not fit so I contacted UNIQLO how I can return it since we don't have any UNIQLO stores in [redacted]. They informed me I can mail the item back to the store and get a refund so I mailed the jacket back to the 6th Avenue store via [redacted] on Jan **. UNIQLO acknowledged they received the returned item on Feb * and would process the return. More than 2 months later of following up I have not received any refund despite UNIQLO telling me to be patient and that I should expect a return in 5 - 7 business days. It is April ** and I still not have gotten my refund. They tell me the same information every week when I try to follow up and get an update. They even told me to expect a call from the store manager, [redacted], who will give me an update. I haven't received any call from UNIQLO and I've even been told recently I would get a call from someone on their Accounting department on a specific date (April **). No call whatsoever. The customer service is extremely frustrating but more importantly a company like this cannot take 3 months to process a return (or keep someone's item and money after following all the steps they've asked)Desired Settlement: Refund needs to be credited back to my credit card. Right now UNIQLO needs to either refund me or send me back the item.

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I wanted to return two wool coats that I purchased online on October **. I got my order two weeks after my order was processed, which is ludicrous. I got an email saying that it is taking 7-12 business days to process orders because their warehouse is backed up. Uniqlo, you should've anticipated a higher volume in your warehouse because 1) you recently opened a store in Chicago 2) it's around the time you should be gearing up for the holiday season. However, my big issue is with the return. I threw out the pre-printed postage stamp (mind you, the postage charge will be credited on your return), so I went to [redacted] and paid for my return packaging. I received a tracking number, so I know when my package was to arrive at the return facility. It arrived on November ** and it was signed for by STANWYC. I've emailed the "wecare" customer service inbox on more than one occasion. I've only gotten the usual automated kick back message and one response back from an employee named Toni. On November 20 Toni emailed back saying, their "research" into my return shows it has not been processed and proceeded to ask me about details on the items I purchased. It is completely unacceptable that it's taking so long to process orders and returns and not have any substantial information on where my order is in this process. I've tried to call the 800 number, but I'm left on hold for more than 20 minutes and have not spoken to anybody. I'm just left with an automated message that I'm calling when there's a high call volume, which is complete bull, because I've called at different times of the day with hopes someone will be able to speak to me. Now I'm drawing close to the 30-day return without the two items, and afraid I won't get my refund. This company is poorly managed, under capacity, and has zero customer service.Desired Settlement: I would like a full refund of $279.80

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was given a UNIQLO cardigan in January 2015 as a gift. I wore it twice and I just went to take it out of my closet to wear it again today, as the cooler weather has resumed, and there were two holes in the shoulder of the cardigan. I could understand this happening after frequent use, however, I have only worn it twice. This has never happened to any of my other cardigans that I own from express, the gap, H&M, etc.

I brought the sweater to the UNIQLO store in Paramus, NJ today hoping to exchange it for the same product. The store told me that the only thing they could do was give me a $9.99 credit toward the store. I explained that this was unacceptable, as this is a uniqlo defect.

I contacted UNIQLO customer service and after 55 minutes of speaking to a representative (53 minutes of being on hold), I finally spoke to a supervisor who refused to do anything for me other than offer me a $15 coupon code to be used online (which basically covers shipping plus a few extra dollars...). I spoke with a supervisor named Angie and explained all of the above.

If this is the customer service that UNIQLO provides, then they won't be in business much longer. The quality of their products should be exceptional and they should stand by their products. In my experience today, it seems like the company doesn't care one iota about the quality of the products that they manufacture or the customer service that they provide.Desired Settlement: I want this item to be replaced for a like item and I would appreciate an apology for the horrible customer service I have been provided with so far.

Consumer

Response:

At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID [redacted].Sincerely,[redacted]

Review: I placed on order on September [redacted] at UNIQLO USA on-line store. Now it's been three days since then, but my order still on pending. I already sent an inquiry e-mail to UNIQLO USA Customer Service, but the answer was disappointedly same as usual. They just asked me to call to the Customer Service for a further assistance without any explanation why my order was not proceeded. This is the second time that the same trouble happens again. I do NOT want to make a phone call and "beg" them for approving my order again this time. This is obviously NOT a proper customer service with a courtesy. UNIQLO USA's customer service policy is seriously troublesome compared to the other apparel retailer competitors like [redacted] etc. I had NO problems at all asking inquiries to these companies by contacting them with e-mails. Also I could purchse products and revise my personal profiles on their on-line store accounts whenever I wanted without asking for permissions like UNIQLO USA. I want Revdex.com to mediate this problem.Desired Settlement: First of all, I want this order will be proceeded as soon as possible. And since this is the second time, I want a formal promise from UNIQLO USA to swear, never let this kind of trouble happens again in the future. In addition, I'm not an expert in law or business regulatory, but I'm very doubtful whether this UNIQLO USA's "PHONE CALL only" policy is legitimate. I want Revdex.com to inspect this policy.

Consumer

Response:

At this time, I have been contacted directly by Uniqlo USA LLC regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

The order was canceled. They are keep repeating to say that they cannot deliver the product to the shipping agency address. I think it's a lame excuse because I used the exact same shipping address to purchase some clothes at the other on-line stores such as [redacted] etc., and I had absolutely no trouble at all. Besides, this is so annoying to have a phone call verification process. It makes me to feel like I'm begging for the company's permission to buy its product. This is definitely an inappropriate customer service policy. I'm requesting UNIQLO USA to let me have a right to choose, use, and update my personal profiles such as credit card, billing address, shipping address from my on-line store account without any limits as same as the other American on-line stores.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,