Uniqlo Reviews 

This is the worst customer service I have ever experienced. I paid for 2 items, only one was delivered and Uniqlo refuses to accept this happened and refund me for the undelivered item. Apparently their “investigation” proved it was sent out. It wasn't. Instead they should be checking the weight of the parcel with their courier and comparing it to the weight of the 2 items. They refuse to do this. Uniqlo has effectively robbed me of £69, refuses to take the matter any further internally (they sent me 2 emails on the matter) and has now referred me to citizen’s advice as I’m unhappy with the outcome. As I said, the worst customer service I’ve ever experienced. Judging by the reviews here on trust pilot, Uniqlo has a serious issue with this happening to customers and yet still refuses to address it. It seems to be a risk buying online from Uniqlo.

I have never experienced such a bad customer service in my whole life, and I do quite some online orders (Belgium)

I bought 2 items that I returned mid December. The return never arrived. I have already contacted the customer service over 10 times. I was supposed to deliver more information by email which I did the following minutes. I didn't get a response for over a week. After contacting them they told me they will start the research because it hadn't even started yet, and they confirmed. Again, no response, even though they told me I would receive more info in 24h. Contacted them again on a Monday, then I found out that the research was never started by the previous person. Then that person finally started the research and I received a confirmation email, which stated it takes 3 days for the research to be finished, and they told me again it would not be so long. That Friday I contacted them again, I would receive an answer that same day. Again, nothing. Contacted them on Sunday. They told me no research has been started. After pushing myself then they found out it was indeed started, but they cannot see any more info so I have to chat with them again next week. It's now already the end of January, and have been in contact with them since end of December. I always have to follow up myself and everytime I receive wrong info and they tell me something different. I hope by the beginning of February this issue is finally solved or I will be taking legal actions. They are the most incompetent customer service I have ever experienced and I want my refund.

For a fast fashion brand it's quite good (price & quality wise). There are some super cheap stuff there that you just straight up know the quality won't be as good as the more expensive ones, but I guess that's to be expected.

The T-shirts are one of the things that I have never had complains, since they seem to be consistent size wise and material wise. The pants largely vary depending on the material and type and is super inconsistent size wise. (fit vs baggy seem to also change the height lol)

The worst part about shopping online is their return policy (it's terrible but fortunately never run into an order issue) and their sizing recommendation section. The later straight up is wrong 9 out of 10 times. Sometimes it suggests an S where on the photos of the article, there's a model with similar characteristics to me that is wearing comfortably an L. The size tables are also most of the time wrong, so I just go by what I have purchased before and pray it does not go badly.

If their website has an error while you're trying to create a return label they are not helpful at all.

After shopping in one of their stores, I decided to order some items on the sales, as we live miles away from the london stores we visited.
I got a confirmation of order, which was being delivered by dpd. Ordered items on 28th dec 2025, by 8th jan 26 nothing had arrived. On my uniqlo app it stated my package was on the way, but dpd stated they hadn't received my package?

On my app there was no update of this, so I tried to contact uniqlo costomer service chat bot, got a reply within 24 hours, stating my item had got lost?? offering me a refund or for them to send items again. So I responded and got no answer. Eventually found a uk number to call, uniqlo and spoke to someone who found my email trail and stated over half items in my order were no longer available?? So I demanded a full refund which apparently is being processed. Not happy! My app hasn't updated to state they lost my package, and no mention of refund.
I find it so hard to believe after visiting their amazing stores, and the system they use, that they managed to loose my items but not contact me to let me know? Awful online service.
Shame as I love the stores and their clothes. I hope I get my refund for items that went missing, being proccessed as i speak... not happy! Do not buy online, only visit stores!!

I find it very hard to believe with the system they have in store that our packages could get lost with no trace?

delays, delays, delays

I purchased several items; however, the complete order was not delivered. I was asked to complete an extensive form, and after submitting it, I received a response stating that nothing further could be done.

I like their collaborations with different well-known designers. The sizing and the cuts are amazing. Simple, nice and affordable!

I was never a fan of Uniqlo. They do have some good pieces, but their delivery and return policies are extorsionate if you live far from the stores.

Yesterday, however, I decided to bite the bullet since I needed an item and knew the size (unless they have changed parameters, have not received it yet).

I then found another issue: their site is so user unfriendly I nearly give up.
It is random and dodgy.
The store locator link only appears in certain pages, if there are no stores near your post code it tells you ¨no results¨, instead of showing where on earth you can find one.
Finding other information, like delivery prices, is also difficult.
I still do not know how much you have to pay to return an item but remember there is a fee.

Today I got a message saying my order is ready to pick up and that I have to show the code ¨obtained from the link below¨.
There are two links and NONE leads to the code, which is not attached either.

That code, as a matter of fact, is nowhere. Later on they sent a invoice with a ¨shipping ID¨…. Is that the code?? I cannot risk going across town to pick up something to then be told that is not the one.
But of course their FAQS and chatbot are useless and by the time I was offered to talk to an agent I found out it has to be after 11am on Saturdays.
Seeing the low ratings these people have I now regret having bought anything at all.

Honestly a Pound Store has better CS!!!

The worst aspect of online shopping with Uniqlo is their returns policy. You cannot return online orders in store, they must be returned by post and a charge is deducted. You can exchange in store but only if you spend an equal or higher amount. If a customer has taken the time, money and effort to come into store, to be turned away without a refund or even credit note is poor customer service. The stores must send and receive items all the time - alongside better service, to accept store returns would be more efficient and environmentally friendly.

The online shopping experience is not great itself - misrepresentation of colours, duplication of products with different size availabilities, size chart can be hit and miss, and such.

Overall, though there is occasional inconsistency with quality, Uniqlo is great for solid basics - but I wouldn't purchase online again.

My first order with Uniqlo arrived in early December . One item was not received. I pursued the matter for three weeks. Initially I was told I’d be refunded. Now I’ve been lied to by telling me the order was fully processed. I’ve paid for something I didn’t receive. That’s theft. What low standards. Be warned! Avoid!

I have purchased many things from Uniqlo in the past, but never again, it is almost impossible to make a return for an online purchase, I have spent at least 3 hours + trying, I am very disappointed in their customer service. DO NOT BOTHER TO PURCHASE ONLINE FROM THIS COMPANY

I placed an order with UNIQLO UK and when the parcel was delivered, one item (trousers) was missing from the package.

I contacted customer service immediately and explained the situation clearly. Despite my complaint, UNIQLO stated that their internal checks show the item was packed and dispatched, and they refused to offer either a replacement or a refund. They then claimed this was their “final decision” and that they could not assist further.

Under UK consumer law (Consumer Rights Act 2015), the retailer is responsible for ensuring that all items in an order are delivered to the customer. Internal logistics records do not override a customer’s statutory rights, especially when an item was clearly missing on delivery.

This experience has been extremely disappointing. I expected better customer care and accountability from a brand of this size. I am now forced to pursue a chargeback through my payment provider.

I would not recommend UNIQLO based on this experience.

Your personeel is rude today, we are picking things for trui and joggers and this personeel giving us rolling eyes 🙄. She’s never ask if we need help. I am a valued customer since that you had opened in amsterdam. I even become a member in your app since i love your clothing. But today on a tweede kerstdagen and this what i experience from you!!! So disappointed!!!

I placed a large Xmas order for £550 and a £79 cashmere jumper was missing. The company is saying they have investigated and everything was correct packed and therefor I am not entitled to to a replacement or a refund. I have spend a further £300 with the company over Xmas and to be treated so badly with no recourse is unacceptable. I feel like They are basically inferring that I am lying when I report that no jumper was received as their processes are so stringent!!

Horrible service here. I wanted to do a return for an item that’s not fitting and was told I have to cover the return shipping cost in full from Austria (19€) and 3€ will be deducted additionally once the item has been received. And this after I already paid 6€ for shipping to receive my order. This is just ridiculous and I will never order with them again.

I’ve always had great experiences shopping in person at Uniqlo, but my recent online order was extremely disappointing. Since my town doesn’t have a Uniqlo, I ordered online during the Black Friday sale. When the package arrived, none of the items inside were mine; it was completely children’s clothing.

I contacted customer service, and was told I needed to return all the incorrect items before I could get a refund, and that they would not be shipping out my original order. The items I bought were on sale when I ordered them, but not anymore, and the only compensation offered was a $10 coupon.

After I expressed how frustrating it was to have to go out of my way to return items I never ordered, someone emailed back saying they would “try” to ship me some of my order, but many items were now out of stock. Then they listed two items (an XS turtleneck and HeatTech gloves) that also weren’t from my order at all. It honestly left me confused about how they were having this much trouble identifying the correct items.

Overall, this experience was incredibly frustrating, and it has made me hesitant to order from Uniqlo online again. I just wanted the items I originally purchased, and instead I’ve spent days trying to sort out mistakes that weren’t mine.

I ordered 2 jumpers through klarna and the order was cancelled.
So I spoke to customer service and she said it was unfortunate but to try again, which i did.

Looked at the app to see what was happening, I now have duplicate orders and been charged twice and still no refund on the cancelled order.

They are saying I made the 3 orders myself (I did 2 as 1 was cancelled by them)
Asked to cancel the order and they refused.

I know have 2 pending klarna payments, and 4 duplicate jumpers on the way!!
They said to give the extra parcel back to the courier but no one waits about,they drop and go.

Then on top of that they will charge me 2.95 to return the parcel at their mistake, which i might add they are blaming me for

this is a completely overrated brand. Their customer service doesn’t work, it takes forever to reach anyone. Their products are also very low quality. Two of the bags I ordered arrived stained, which is totally unprofessional! Never again!

Believe it or not I managed to return a set of car keys in a parcel returned back to Uniqlo. Thought there was no chance of getting them back but somehow they managed to locate them and are now returning them to me.
Thank you Uniqlo!