Complaints

This profile includes complaints for Uniqlo USA LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Uniqlo USA LLC has 15 locations, listed below.

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• 

  Uniqlo USA LLC

  548 Broadway Fl 3 New York, NY 10012-3950

• 

  Uniqlo USA LLC

  546 Broadway New York, NY 10012-3912

• 

  Uniqlo USA LLC

  One Ridge Hill Blvd. Yonkers, NY 10710

• 

  Uniqlo

  55 Parsonage Rd Menlo Park Mall Edison, NJ 08837

• 

  Uniqlo

  111 Powell St. San Francisco, CA 94102

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 14th 2023 I purchased a Jacket (XL, Black) online to pick up in store, as a Christmas gift for my husband. I picked it up a few days later and saw a color I liked better, so I exchanged it showing the receipt/ barcode on my phone. The XL jacket was small for him, so went back to the store to exchange for a XXL, only to be told that the store doesn't carry that size, that it had to be done online. Ok, it was a hassle but I understood. When I tried to make the exchange online, I was told that "because you already exchange it once, you cannot exchange it again or even return the purchase". NOWHERE in their Returns and Exchange policy is this explained, and NONE of the sales people explained it either. They also said that because the jacket was already exchanged once, it is considered FINAL SALE!. Again, NOWHERE in their Policy or in person this is explained. This is outrageous!!!

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Uniqlo USA LLC has been resolved.

  Although it was very confusing and quite painful like pulling teeth. UNIQLO sent a ***** return label with some instructions, among others, I should include a RETURN FORM in the package. Such return form was nowhere to be found. Only after several messages exchange, they sent it. 

  I (and MANY customers) still believe ththat UNIQLO'S customer service is terrible and their return/ exchanges is outrageous.

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

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many Uniqlo items were returned by mail via **** pickup but I never received the refund, and some were sharing the same return label with return label cancelled, supposedly the $7 shipping label fees unused would be refunded as we'll Uniqlo claims they cannot investigate into the return information because their system updated however I spoke to Uniqlo corporate in previous complaints to corporate in 2022 and 2023 and they informed me they were still researching into the issue. I'm a long time Uniqlo loyal customer but their customer service and policy is very frustrating

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a heattech legging (size S) in store on nov 18, 2023. The size is too big for me so I decided to return it on Dec 2, 2023. However, when I brought it to the store, I was told that this item was unrefundable because of hygiene issues.When I purchased the leggings, there was no indication at the point of sale or any signage in the store specifying a hygiene-related return policy. In addition, I understand the importance of hygiene, but leggings are not commonly considered as undergarments. Many reputable brands have policies that allow returns on leggings, recognizing that customers may need to try them on to assess the fit and comfort. When I tried on it, I dont feel there is any hygiene issues as its just the same way I would try on any pants!I feel disappointed and misled by the lack of clarity regarding your return policy at the time of purchase. I kindly request that you reconsider this decision and accept the return of the leggings. Your understanding and prompt attention to this matter will be greatly appreciated.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an online order on Uniqlo's website on 11/8/23. They charged me $107.09 immediately. I received no confirmations , no email, and my shopping cart did not Empty. This felt uncomfortable and after getting the run around via chat, I called the company. I was told that they couldnt locate my email or account, then was told I had no order history at all, and was told to follow up with my bank and dispute the charge. They claimed not to have an order on their end even though I showed them the transaction going through and my bank statement showing that it went through. After escalating to a supervisor named ********, they acknowledged that they see a charge went through, associated with no order at all (!), and stated it would be refunded in 48 hours. I am contacting my bank to dispute the charge and will never order from them again. Very upsetting and unprofessional.

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Appalling Deception: Uniqlo's Deceptive Customer Experience My recent encounter with Uniqlo left me utterly disillusioned, as it exposed a glaring gap between their purported customer-friendly approach and their actual practices. I ordered some items from Uniqlo's online store, paid via PayPal, and encountered a series of disappointments when trying to return them to their Soho store.To start, the sales representative at the store informed me that they could only exchange items, which seemed odd given I was returning them. When I inquired about where this policy was communicated during the checkout process, the sales rep pointed to the "fine print" that apparently surfaces only after payment is made. This is where the store's willful deception becomes evident - how can a store policy, crucial for customer decisions, be hidden in microscopic text only accessible after a purchase has been completed? It's not just unfair; it's downright misleading.Frustrated and eager for a resolution, I requested to speak with a manager. However, the sales representative quickly changed their tune and suggested they could provide me with store credit. They insisted on seeing the original invoice, even though I had preserved screen shots of the PayPal payment in my photos. To compound my woes, the store's online shopping experience didn't provide any warning or clarity about the inability to receive a refund back to the original payment method when using PayPal. Uniqlo's online refund policies are not just unclear; they are intentionally misleading.This episode has left me deeply disappointed with Uniqlo's customer service and transparency. It is crucial that customers are informed upfront about return and refund policies, rather than being misled and kept in the dark. Uniqlo must take responsibility for these deceptive practices and work to create a more honest, customer-centric shopping experience.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25/2023 I went to the Uniqlo store to return a brand new item that didn't fit my son. it still had the tags on it and I had a receipt. I was told I could only return it to the store where I purchased it. I bought it at a store 30 miles away while I was driving somewhere. Uniqlo is the only major clothing store that has this policy. Every other major clothing brand - ******************************* **** **** ******* ******** ****** etc., allows you to return a new, unused item with the receipt to any location in the U.S.

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I have attempted to have my birthday corrected in my profile however I have not received a response to my email. I am unable to make the change myself and would like this to be corrected.

  Customer Answer

  Date: 10/16/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Uniqlo USA LLC regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased four pairs of pants from the Uniqlo in the ************** mall. Uniqlo altered the pants for me because they were *********************************************************************************************************************************** He said they would gladly return but that I would my $5 alteration fee. Now theyre claiming without a receipt, they cant look up my purchase in store and return the pants? No where was this policy listed in store. Very predatory return policy and I would avoid Uniqlo at all costs. I believe I should get my money back as the alterations were not even correct.

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Uniqlo USA LLC has been resolved.
  

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

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase of items online requesting in-store pick up hoping to receive the items quickly. The website indicates the items were available in-store. However I was given a delivery date of up to a week later. This is very frustrating and should be corrected on the web, as I was led to purchase items under false information. I hope I can get order # *************************** expedited as a result. I was told this was rerouted to a warehouse due to a promotion I did not request, and that all the items are available for re-purchase in store. This is beyond frustrating.

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Uniqlo USA LLC has been resolved.
  

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

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an order and contacted customer service to send a label so I could exchange a jacket for a larger size and return the raincoat . Their customer service is sourced to *************** . The staff I have spoken to do not have a command of the English language . They sent the wrong item for the exchange . I have called 3 times and been ion the phone an excessive amount of time . Yesterday I was told by a ********** Supervisor she would email me a label to return the wrong item and send me the correct item. That never happened . Its like the twilight zone .. they do not follow through . As I looked them up on line this is a well documented complaint about their on line ordering . They have a store in ************* and ************* and are a legitimate company but their customer service staff are very poor and not trained to assist their customers . Many do not speak English well .