Uniqlo USA

Review: On 12/**/2014 I went to a pop up temporary Uniqlo store in [redacted] to return merchandise for a refund totaling $206.55. I realized in late December that they had charged my credit card for the refund amount instead of crediting me back. I contacted them nearly ten times to fix this issue, including providing detailed information from the return receipt, but they keep telling me they are still reviewing it with no action taken in the last 2 months.Desired Settlement: I would like for them to refund me the mistaken charge of $206.55 and the refund I am due of $206.55 for a total of $413.10 immediately as it should not take 2 months to fix their mistake.

Business

Response:

To whom it may concern, This is an update to complaint ID #[redacted]. After reviewing this customers concern, we have verified that a credit in the disputed amount has recently been issued to the customer. We communicated this resolution with the customer, and advised the customer to review their bank statement for the refund, and to partner with us directly if it is not found within the next three day. We are closing this customer issue, with a resolved status. If you have any additional questions, please do not hesitate to ask. Sincerely,

Review: I am [redacted], a student of [redacted]. I and my friend bought clothes and pants on Uniqlo official website (link:[redacted]) on November *, 2015, and we paid $17 shipping fee for two day shipping. However after waiting more than 1 week, we contacted [redacted] and [redacted] told us the package is empty sent by Uniqlo, so [redacted] cannot deliver the package. Thus, we contact the Uniqlo by email and phone, but no one answer in the phone, and toward to the email, they gave us response after one week and told us after 24 hours there will be somebody contact us. However, after waiting 3 days, there was nobody contacted us. Therefore, we are really angry and want to file a complaint against Uniqlo.Desired Settlement: We want our package be delivered as soon as possible, because the weather gets cold and we need to wear the warm clothes. Moreover, we want Uniqlo to compensate for their fault and pay back our shipping cost.

Review: I had purchased a gift card as a gift to my girlfriend for $200 in October of 2014. The girl that processed my transaction had accidentally used a card for store credit rather an a gift card. As a result, the computer had an error because the transaction type could not be completed on the type of card that was used, so the card I received from the store had a $0 balance even though I have the charge on my credit card statement. This error was not discovered until my girlfriend's first attempt to used the card in December 2014, therefore it is past the 60 day policy of my credit card company and I cannot dispute the charge through them (which was my 5th attempt to fix this). The store had stated that they are unable to fix the transaction, so I had called UNIQLO customer service immediately to resolve the issues. I filled out a report, faxed them the receipt with the error message on it as instructed, and I was told that I would be called back in a few business days by the corporate office once the issues was reviewed. Two weeks later they still did not call. I called back and they said that the issue had not been reviewed yet and they would call me in a few business days. This process has been repeated 4 times already (over the course of 3 months) and as far as I can tell, they have not even reviewed the issue, never mind resolve it.Desired Settlement: Had this been handled properly, I would have settled for getting what I paid for, a $200 gift card, but due to this despicable customer service I want a full refund. I don't care what method I am refunded whether it be a reimbursement on the credit card I uses, cash at the store, or a check in the mail.

Business

Response:

After reviewing this customers concern, we discovered the issue and we have verified that a credit in the disputed amount has recently been issued to the customer. We have communicated this resolution with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I am still waiting for the refund to be processed. It should go through no later than next week based on the information I was provided. Once the rerund has gone through I will mark the complaint as resolved.

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

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Uniqlo USA LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: Dear Madam or Sir:

Item Purchase: January *, 2015

On January *, 2015, I purchased the following product:

Uniqlo - Ultra light Down vest, blue.

Serial number:

[redacted] Price: $60.00

After discount $49.90

Bought at the Uniqlo store, [redacted], Jan [redacted] at about noon,

Transaction through [redacted]

Unfortunately, I was dissatisfied for the following reasons:

I was traveling through the US for New Year's eve, Im from Israel. The last Jan [redacted] some hours before the flight back home, I passed through the Uniqlo Store at [redacted], and at around noon I bought the vest. Everything was fine, the cashier packed the vest, and I went out, got to the hotel, packed my stuff and went to the airport. When I got home, I opened the vest, and saw that the alarm device was't removed by the cashier.

I tried contacting several times the customer service representatives, sometimes long calls, and wasn't treated appropriately. They wouldn't help, and even highest [redacted] that I was able to talk with told me that it's impossible to do nothing and that they can't help. Unfortunately I lost the purchase ticket, but I know when I bought it, and how, and I also know that with the computers system of today the transaction can be tracked. Having sayed that, they also mentioned that the couldn't send a new vest, without the alarm, even with the purchase ticket, or even more, denied doing a refund.

Afterwords I called them again, and placed a compliant, I Haven't been contacted yet.

Now I have the vest that I bought and brought, unusable because, one of their sellers made a mistake, and now I have to pay for them.

Given that they didn’t give me any solution, in a moment I tried removing the alarm device, and the clothe was damaged.

Frustrating.

In advance thank you very much.

Appreciate your time.

[redacted].Desired Settlement: To replace the product.

Business

Response:

To whom it may concern, This is an update to complaint ID #[redacted]. After reviewing this customers concern, we have made a decision to make a onetime exception for this customer’s issue, and have issued a refund to his credit-card. We have communicated this resolution with the customer, and confirmed that the credit has been issued to his bank card. We are closing this customer issue, with a resolved status. If you have any additional questions, please do not hesitate to ask. Sincerely,

Review: On December **, 2013, I ordered a jacket from the website, utilizing a 20% off coupon. On December **, 2013, I received a phone call from Uniglo. Uniglo stated that they are out of stock so they will cancel my order. I told I do not want to cancel my order and I will wait until they will have the item in stock. They said that they will not hold my order. I asked if the item is still be manufactured and it is not a closeout item, they said they can't guarantee anything. I told them I do not want to cancel then they added that I wasn't suppose to be able to use the 20% coupon because it was intended for a select few customers but the coupon was spread on-line. I said the on-line web sited accepted it and they have to honor the price but they said they didn't have to. They said they will cancel my order and send me a 10% coupon which I still refused. I refused but they did it anyways. I replied to their email stating that I didn't cancel, and their email reply was that it was cancelled because it was out of stock. Bottom line: they cancelled my (and many others) because they made a mistake of giving out a 20% coupon.Order Number: [redacted]Order History URL (login needed): [redacted]do----- Forwarded Message -----From: "[redacted]To: [redacted] & [redacted] Sent: Tuesday, December **, 2013 3:10 PMSubject: Fw: It's like it never happened.Dear [redacted] & [redacted], Thank you for contacting the UNIQLO USA Customer Center. We received your email regarding the cancelled order. Your order was cancelled because the item was out-of-stock. We apologize for any inconvenience that this may have caused you. We would like to provide you with a one-time promocode as a courtesy. The code is: [redacted]. This will entitle you to $10 off a purchase over $11.00 and is available until 1/**/2013. Again, we apologize for the inconvenience. If you have any additional questions please contact us.

Product_Or_Service: Women Ultra Light Down Jacket Dark Brown

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Uniglo to honor the sale at the price I ordered it for. They don't have a policy to cancel orders when something is out of stock, and the real reason is they don't want to honor the 20% coupon I used for the item.

Business

Response:

To whom it may concern, This is an update to complaint ID #[redacted]. We have made multiple attempts to reach this customer, but she has not replied to our request. As the customer was informed in 2013, her order was cancelled due to the item being unavailable. Since we do not allow customers to place orders for items we do not have, we could not hold her order until the item was replenished. We did offer the customer a promotional code for the inconvenience, but she refused our offer of goodwill. Until we hear back from the customer regarding this 2013 order, we will close this inquiry. Sincerely,

Review: I purchased from uniqlo online store, and then returned some items. At total I returned four orders. I paid the return shipping fee myself. But uniqlo charged me $7 every time I return. Uniqlo thought I used their pre paid return label, so they charged me. But actually I have never used their return label. I found this out at coincident, and argued with them. But Uniqlo asked me to provide the return shipment receipt. I have used [redacted] for two times without any receipt.

I gave them one [redacted] shipment receipt and they agreed to refund me $7. But they refuse to refund me the other $14. Plus they don't feel sorry for their mistakes.Desired Settlement: They should refund me the shipment fees. I don't want to pay for their fault.

Consumer

Response:

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

Review: On Nov **, the first night of Hanukkah, I purchased 19 items at the Fifth Avenue Uniqlo store, 9 items were socks, advertised in the store as needing to purchase in bundles of 3. The 9 socks were a Hanukkah present, so I asked the register clerk to gift box the 9 socks. While the clerk boxed up the 9 socks, the box broke and the clerk prepared a new box and proceeded to box the socks. The clerk appeared to put everything into a bag. I said "there are 19 items right?" The clerk, without checking, said "yes there are 19 items." I paid, left the store going home direct. I gave the box to my partner for Hanukkah that night. When he opened the box there were only 5 socks.I immediately called the Uniqlo and reported the event and even read the sku number of the 4 socks that were missing. The phone customer service agent said they would file the occurrence with the store manager. 2 weeks elapse, I don't receive a call from Uniqlo, so I call the complaint in again and was told I would receive a refund on my credit. On Dec **, I was called by Uniqlo with the message that the store manager confirmed on Dec [redacted], more than 2 weeks after the sale that "all ** items were placed in the bag". I was informed I would not receive a refund. I was informed I could not talk to the manager on the phone and would have to go to the store.4 socks were clearly missing, there was not a hole in the box of the Uniqlo bag. How is it possible that a register clerk when asked by the manager of the store over 2 weeks after a purchase was made remember clearly putting 19 items in the bag. 4 pairs of socks are not a significant amount of money for me - no more than $15 dollars. What bothers me is the principle. I have been made to feel that Uniqlo is not taking responsibility for an employee's action, not placing all of the purchased items into a bag. The matter was not promptly investigated, and I am left to deal with the shortcomings of this employee.Desired Settlement: I would like Uniqlo to mail me my 4 socks or to offer a refund on my credit card. I can provide the 4 sku numbers of the missing socks.

Business

Response:

Our Customer Service Team was able to reach [redacted]and offer him a refund for the missing pairs of socks.

Review: I made an online purchase on October *, 2014 from Uniqlo.com. A few items were returned to Uniqlo which was confirmed by customer service to have been received by their warehouse on 10/**/14. Customer service acknowledged that it would take 10-14 days to process my refund. After multiple emails and calls with customer service, I was repeatedly told that they apologize for the delay but still could not give me a definitive answer as to when my refund would be processed. It has been 2 months since my return was received by Uniqlo and still no refund has been issued.Desired Settlement: I desire to have my refund issued in full as stated by the company return policy.

Business

Response:

To whom it may concern,Thank you for forwarding the customers concern, regarding case number [redacted], to our attention.After an extensive review of this customer’s situation, we have found the error, contacted the customer, and have issued an appropriate credit to the customer’s account.The customer has informed us that he is satisfied with our response.If you need any additional information from us, please do not hesitate to ask.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: Returned items on 06/**/14 to the [redacted] store in the amount of $173.40. Noticed the cashier, [redacted], selected Visa as the return tender, however it was a Canadian bank debit card. The store said not to worry, that I would receive my funds. I explained that I would not as this was the wrong tender type and that my bank requires me to select an account and enter my PIN at the terminal. This was not done. The cashier said it could take up to 10 days to process and there was nothing else he could do.

I waited 10 business days and contacted Uniqlo customer service via email explaining what happened as well as sending a photo of the original receipt and refund receipt. Another 48 hours passed and was told I had to wait another 5-7 days as the accounting team processed the transaction correctly on July *.

I contacted Uniqlo customer service again today stating I have yet to receive the refund at my bank. I was told to wait until Friday. I explained if the funds were released on July * my bank would have processed it upon receipt. Any refund to my bank account shows up immediately (London U.K., New York, etc.) and have never experienced any issues or lengthy waits beyond same day processing.

Additionally this large amount of outstanding funds creates undue financial strain for three weeks going on towards a month.Desired Settlement: Uniqlo should print a cheque and courier my funds immediately. Additionally there should be some additional monetary gesture for the major inconvenience that this has caused.

Business

Response:

To whom it may concern,

Thank you for forwarding the customers concern of his recent return transaction to our attention.

After extensive research and communication with the customer and our accounting team, we have made the decision to send the customer a check for the full value of his return. The check will be delivered to the customer by 7/**.

We have determined that the error for the delay in this transaction is related to the debit-card used for the purchase, in which our systems were not able to issue a refund back to the debit card as we are able to with credit-cards.

We have alerted the customer to this error, and gained his agreement to process a check to be mailed to him.

Sincerely,

Review: I purchased an off white down coat from this company for $49.99. Upon trying it on at home my husband asked if I realized that the feathers could be seen thru the fabric. He was right. When trying the coat on in the [redacted] store I did not notice this defect otherwise I would not have purchased it. We do not have Uniglo stores in [redacted] and just happened to be in [redacted] in April. This was a fluke as I don't travel much. I took the coat to return, with the original receipt, and was told that because it had been over 30 days that I would only receive a gift card for the current selling price $39.99 that I could use on line due to the fact that there are no stores close to me. The clerk also said that there was a problem with the light colored fabric and the feathers showing thru. Just on that alone I should have received a refund for the coat being defective. I was upset for not getting my full amount back in the payment I used but it was written on the receipt. My beef is that I went on line to purchase a pair of jeans with the gift card but they do not take gift cards as a form of payment on line. Unbelievable. I called and also emailed customer service and all they did was apologize. So they have $49.99 of my money that I cannot use. I want my money back.

Product_Or_Service: W's light down coatDesired Settlement: DesiredSettlementID: Refund

I want my money refunded or a way to purchase from their website. This gift card is useless to me.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Uniqlo USA LLC has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I had purchased online a bunch of heattech toghts and 1 pair happen to have a hole in it and though said same size seemed smaller. When I tried to resolve issue at [redacted] I was offended by false accusations made my manager that I had worn it for 3 days! I wish! This product is made [redacted] poor and tge fact I cannot be refunded by store credit or cash has turned me off to Uniqlo for life and I will let everyone I know on social media , my 700 coworkers whom Im close to , friends and family know that your quality of products [redacted] poor (Target &Old navy are better quality ), and return policy is [redacted] poor.Desired Settlement: I would like either store credit or refund or replacement .

Consumer

Response:

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

Review: I recently placed an online order in Uniqlo's website. Upon placing the order, the website kept on refreshing and I had to enter my information a few times before I was able to successfully place my order. I have a different billing address from my shipping address so I made sure that before I place my order, all the information I entered were correct.

When I received the tracking number after two days, I found out that my order will delivered to my billing address. I no longer reside on my billing address nor do I know anyone who does. I called Uniqlo immediately after finding out and explained to the representative that regardless my order will be received in that address or not, it is still no good since I neither live or know anyone who does live in that address.

Cynthia S[redacted] of Uniqlo, employee number [redacted] did not have a direct answer and was too preoccupied to help me, she just kept on telling me to call [redacted] which I declined since that is not my responsibility. It is on Uniqlo's side that clearly messed up and I did not want to clean up after them. I asked her to cancel my order(several times) since I will NEVER receive my order anyway. She said I would have to wait for 10-14days then they will start investigating on what happened. I told her we both know what is going to happen-I will never be able to receive my order- and she just gave up. She just did not want to talk to me and just wanted to end the call. The whole conversation was so frustrating, one because I will not receive my order, two because I might not get my money back, and three, I just did not receive any help from the representative.Desired Settlement: At this point, all I want to happen is for Uniqlo to cancel my order and refund my money. But even that, the representative was unsure if that can be done. I did not get a straight answer from her despite all the explanation that I gave her.

Review: In the middle of May I had bought a polo shirt, item number [redacted], at the Yonkers location. This shirt has several colors, the front is light yellow while the collar is dark blue. Two weeks ago I washed the polo for shirt for the first time, making sure to follow the instructions and washing in cold water and using color safe detergent (All free and clear). Fortunately I had turned the shirt inside out, as I always do with the garments I wash. During the wash cycle the dark blue from the collar of the shirt bled and stained the yellow front part of the shirt, essentially ruining the shirt. Had the shirt not been turned inside out it would have surely stained something else... I had attempted contacting Uniqlo's customer service department several times and they have been unable to help me.Desired Settlement: This product is clearly defective and I would like a refund. As a I live in Los Angeles there is no way for me to go back to the store to address this problem.

Business

Response:

UNIQLO's Customer Service Department spoke with the customer. Customer was offered a new shirt or full refund. Customer is returning the merchandise to UNIQLO store, and, at that time, can also decide whether he wants a new shirt or a refund. Customer seemed satisfied with this resolution.

Uniqlo USA has by far the worst customer service I have ever experienced. I placed an online order December [redacted]. I had my item shipped to the store so I could pick it up rather than have it left at my doorstep to be stolen (since it was the holiday season). I waited about 10 days to receive a phone call or email that my item was ready to be picked up. Since I didn't receive either I decided to call them. I was on hold for about 45min and no one ever picked up so I decided to email. I received a response saying that I typed in my email wrong that is why I never received a confirmation to pick up but no one ever called me. They then said my item was delivered to the store on Dec [redacted] and I had 7 days to pick it up after which time the item would be sent back to their warehouse and I would receive my refund. I then emailed around 12/** because I still had not received my refund. Their reply now was that it would take 2-3 weeks to refund my money. I have been on their facebook page and found numerous people with the same complaints. They obviously have a very shady business practice and people should be warned.

Review: I ordered a women's "Ultra Light Down Jacket", only to find out that it is out of stock, which disappointed me. However, I was told by a customer service agent that if the item ever comes back into stock, that I would receive the item for the sales price of $19.90 I initially ordered it for, along with free shipping. As I continued to check the website daily for it to come back in stock, it finally did, but when I called again to order it the customer service agent said that I can not order it simply because it has a different number. All I wanted was a Ultra Light Down Jacket, regardless of if it is number "[redacted]" or "[redacted]". An Ultra Light Down jacket is an Ultra Light Down Jacket. I felt like I was fooled into thinking that I could order this jacket again once it comes into stock, when really I got my hopes of for nothing and felt disappointed, again.Desired Settlement: I want to be shipped the Ultra Light Down Jacket, regardless of the number, to my door. However, there is no longer an Olive green color like I initially ordered, so I want the Ultra Light Down Jacket in color Black in a size Medium. Thank you. I repeat, I do not care for the number of the jacket! One small change on the jacket means nothing to me! Thank you!

Consumer

Response:

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

Review: Uniqlo Order Number: [redacted]

I used a coupon code for $15 off an online order with free shipping on ** Dec, 2015. After 10 days, the product was still in "Shipping Order" status, so I e-mailed the company to inquire about the delay. They sent me a reply, stating that the promo code didn't apply to my order, however I had already used it and the order was already "Shipping." This practice seems two-faced and the company may be practicing fraud/deception out of convenience by stating reasons not specified when the order has been processed using the promo code, ex post facto.

Here is their e-mail:

Thank you for your email regarding your recent order. I would like to take this opportunity to apologize for any frustration in this matter. After researching your account, I found that the attempted order was cancelled because the promotional code you attempted to use was generated for UNIQLO customers with a history of out-of-stock orders. Since you have no history of this issue you are not entitled to use this code.

Any pending authorizations in your account will reverse in 5-7 business days depending upon your banks internal processes.

You are a valued customer and we appreciate your business. Thank you again for choosing UNIQLO.

Sincerely,

[redacted]Desired Settlement: I want my order to be processed and shipped at the discounted, promo-code, price of $4.24.

Review: In October **, 2014 I bought one down parka at Uniqlo store; [redacted]. Phone ####-###-####.

I also several items at the same store, after returning home I realized that I was charged twice for the same parka. Amount $69.90.

I contacted the store and was transferred to the customer service office phone ###-###-####, I was treated very courteous and my complaint was registered and send to appropriate authorities for verification. The customer service person told me that I will be contacted by email within a week. I had to leave town. When I returned I had a message telling me that the case is under investigation and they contact me within two business days. The first email massaged was sent in late October and messages had been exchanged. The last was received in November **, 2014 still asking for patience. I had to mail the purchase receipt twice and I cannot see the end of saga.Desired Settlement: I thing I would receive a credit on my card for the amount of $69.90.

Business

Response:

Dear [redacted], please accept our apologies for the error made during your visit on October [redacted] 2014 to our [redacted] store located at [redacted]. We have investigated your order on the [redacted] and are prepared to credit your original form of payment in the amount of $69.90. We understand how disappointing it can be when your expectations are not met; we are looking into how this mistake on our part was caused, and why it was not resolved during your initial call after discovering the discrepancy. As a gesture of our regret, we are prepared to credit you as stated above and we would like to offer you a $25.00 gift card that can be used at any of our locations. Please stop by the store for your credit and to receive your gift card at your leisure. Yours sincerely[redacted]###-###-####

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,