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Business Profile

Clothing

Uniqlo USA LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

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

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Uniqlo USA LLC has 15 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 14 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/06/2023

      Type:Product Issues
      Status:
      Resolved
      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 a total of three items for in-store pick-up. I was not made aware of their "return policy" prior to accepting the order. I attempted to return two pairs of pants and was told that it would have to be SHIPPED back to the warehouse at my own cost. I chatted with an agent online to help with processing the return and he was understanding of the situation and made note to waive the shipping fee of $7. I printed the ***** label and included the online invoice. A couple of weeks later, I get a refund of $12.18, for two pairs of pants + tax, when I should have received $36.55. I reached out the the agents online and they were apologetic and said they will get this resolved. A few days later, I get a credit of $7, which is the shipping fee. At this point, I am still missing $17.37. I chatted with THREE different agents and one after another, they ask me to provide the return slip, which the warehouse should be in possession of. It is now 3/3/2023 and I have yet to receive a full refund. The practices by this company is deceptive and fraudulent. Consumers need to be made aware of their practices.

      Customer Answer

      Date: 04/01/2023

      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:01/26/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 1/17/23. They charged me $76.84. After not receiving any confirmation emails or shipping information for a few weeks I reached out to them through their customer support. 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. They refused to make things right and pointed me back to my bank even though they had charged me the funds. They also tried to turn me away saying the charges are pending even though I know full well that isn't true. I would like my money back and to be contacted by someone at the business.

    • Initial Complaint

      Date:01/04/2023

      Type:Product Issues
      Status:
      Unanswered
      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 ordered two **Shirts (one unisex medium and one unisex XL) and a purse/bag around Thanksgiving, the **shirts were on sale for $14.90 each (typically they are $19.90). When the items arrived, the sizing of the items were not as described on their website/app. The unisex medium is listed as being ***** inches across the chest and this particular shirt measures at 44 inches across the chest. The XL is listed as being **** inches length in the back, however the XL that was received is 27 inches long in the back. These sizes were ill-fitting and I reached out to Uniqlo customer support asking to exchange these defective shirts for correctly sized ones. They told me I could do this in a Uniqlo store location, but the closest store is hundreds of miles away (**********, ** is my location and the closest store was *************** or *******, **). They claimed they could not exchange the defective shirts, but I would need to return the shirts (pay the return fee) and then repurchase the shirts at their current price (the sale was over and they were again $19.90). They said that they would reimburse the fee to send the defective products back after they received and processed the returns. They would also refund the sale price of the defective shirts, but they would not exchange the defective shirts for ones that were as advertised. So, I paid for the two shirts, $29.80, shipping, $7.99, and sales tax, $3.46 originally ($41.25). After requesting an exchange for the correct products, I would need to pay return shipping ($7.99), buy two new shirts at the non-sale price ($39.80), shipping for those shirts to come to me ($7.99) and taxes on the new shirts. They did agree to refund the return shipping as long as I made sure to call in and give them an ID number after return processing. So overall I bought two shirts for roughly $41.25, but they sent defective shirts and demanded I pay an extra $17.99 to receive the correct items that I purchased.

      Customer Answer

      Date: 01/31/2023

      Better Business Bureau:

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

      Sincerely,

      *************************

    • Initial Complaint

      Date:12/09/2022

      Type:Delivery Issues
      Status:
      Unanswered
      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 ordered $191.90 of merchandise online from Uniqlo on 11/26/22 (order number ***************************). I received an email from Uniqlo saying my item had been "packed" on 11/28/22 that included a tracking link and reference number or LaserShip (***************). I did not receive my package nor did I receive any updates from either Uniqlo or LaserShip before today 12/09/22 when Uniqlo emailed to update me that my return had been processed. My order never left the warehouse yet somehow was "returned". This is a terrible business practice with no practical explanation nor remedial apology or action from the seller nor the shipping affiliate and I think people should be made aware of this, especially with the upcoming holidays.

      Customer Answer

      Date: 01/03/2023

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

      I last heard from their representative on 12/21/22 telling me that (obviously) the package was lost and offering to fulfill the order, or what items remain available from the intial attempted order in November of 2022. I have received no further communication and have attached the email for your reference. My order was refunded on my credit card on 12/12/22. Thank you for your help!

      *****

       

       

       

       

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

      Sincerely,

      *************************************

      Customer Answer

      Date: 01/27/2023

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

      [Your Answer Here]

       Uniqlo reached out to me two times on 01/16/2023. Their first email stated that they would try to honor the original order if they had the items in stock; the following email sent the same day stated they could not fulfill the order and would issue a refund to my credit card within 3-5 business days (see attached email). I have not received a refund as of today, 01/27/2023.

       

       

       

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

      Sincerely,

      *************************************

    • Initial Complaint

      Date:12/01/2022

      Type:Product Issues
      Status:
      Unanswered
      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 October 20, 2022 I purchased goods from Uniqlo totaling to the amount of $73.98.I returned these goods in brand new condition by mail per Uniqlos online instructions to the store of purchase and receipt attached as instructed by Uniqlo, on October 29, 2022. On November 20, 2022 I realized I hadnt received a refund so contacted Uniqlo **************** and have yet to receive a satisfactory response regarding my refund. Simply put, I have followed the instructions for a return and have not received my refund of $73.98. Please give me my money back. Fairly simple request.

      Customer Answer

      Date: 12/25/2022

      Better Business Bureau:

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

      Sincerely,

      ***********************

    • Initial Complaint

      Date:10/27/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 online (order ***************************) on September 11, 2022. I received this order on September 21, 2022. The items in the order were incorrect (wrong color). I reached out to support and was asked to email pictures of the items. I emailed pictures of the items and was told I would get a refund by returning the items and I would not have to pay for the shipping because Uniqlo sent the wrong items to me (case ********, ****). My initial charge was $94.87. On October 7, 2022, I was refunded $79.80, i.e., Uniqlo actually charged me shipping for this order, despite telling me they wouldn't because they were at fault for sending me the incorrect items. I emailed support on October 7, 2022, and received no response. I emailed again on October 12, 2022, and received no response.

      Customer Answer

      Date: 11/21/2022

      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:10/19/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      Uniqlo holding my refund for over two months after my multiple attempts to contact their customer service but not getting a solution.I placed a "ship to store" order in Aug and didn't have the chance to pick it up. The policy is that it will be refunded to the customers if the order is not picked up, however, I have not received my refund after over two months. I contacted their customer service via online chat twice, and each associate I chatted with said they would contact the store (where it's shipped to) and get back to me within ***** hours, but NONE did. It is consuming customers' time to get the money back that Uniqlo should be not holding at all. Thus I am seeking a solution here. Order number: *************************** ORDERED BY:******************* ************************************************************* SHIPPED TO:******************* *********************************************************** email: **********************

    • Initial Complaint

      Date:09/22/2022

      Type:Product Issues
      Status:
      Unanswered
      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 returned everything in order ***************************, and the Return RMA is ***************, the refund should be ****** USD. Uniqlo delayed and did not process the whole refund. As frequent customer I am so disgusted by this kind of customer support. Regarding on the return on order ***************************, I have contact Uniqlo 5+ times. Check all below the inquiry number to see how many times a regular customer needed to reach about about ONE SINGLE RETURN.******** ******** ******** ******** At first, Uniqlo said my return was delivered on 9/1, so please keep waiting and waiting, and I did.Then three weeks later, I followed up about where is my refund? Uniqlo said they just received my return on 9/22 After I showed you the evidence of the package was delivered on 9/1,Uniqlo now claimed they only received 2 items for refund.How many more lies will Uniqlo keep making?I am attaching all the evidence here, and I request an immediate refund. The return of all 8 items were delivered to Uniqlo's warehouse on 9/1, 22 days ago. I am requesting a refund of all 8 items back to my original payment

    • Initial Complaint

      Date:08/29/2022

      Type:Order Issues
      Status:
      Unanswered
      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.
      They will not stop email*** and HARRASS *** me. I have emailed, messaged, unsubscribed probably ***** times. They dont respond. I send them to spam, but somehow they get around it. They are do*** it on purpose, because i emailed them *****, times to stop and they continue. If it doesnt stop. Ill call the police

    Uniqlo USA LLC is NOT a BBB Accredited Business.

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