I bought a silver grey Uniqlo ultra-light down coat in October 13, and absolutely loved it. It was a perfect winter staple, great colour, easy to pack for trips away and incredibly warm for something so lightweight. So pleased was I that I bought one in a different colour for my mum for Christmas. By the middle of February my lovely coat was starting to look slightly grubby, so, having checked the washing instructions, I proceeded to carefully hand-wash my coat. I then hung it to dry as instructed, looking forward to wearing it again. When the coat had dried, I was very upset to see that it was covered (literally covered) in marks which looked like oil. These ranged from very tiny to about 5cm in size - awful. I emailed Uniqlo customer services, who responded as follows:
"From the description provided we are led to believe that the marks on the coat are residual marks made from the natural oil of the feathers which can be released when the feathers become wet. We understand from the description given in your email that this mirrors the instructions on the care label however we do suggest washing the item again following the same instructions and using a soft detergent to ensure that the marks are removed. As these marks are caused by the natural characteristics of the feathers this would not be deemed as faulty."
I washed the coat again. I am using Stergene for the washing by the way. The marks were worse. I contacted Uniqlo again. They replied in almost exactly the same way as above, and told me to wash it again.
Now, it seems to me that repeated washing is not the answer to this problem, and replied as such to Uniqlo. Their latest response to me is:
"As discussed, as the staining (a natural characteristic of the feathers) is not deemed a manufacturing fault, we would be unable to take this matter. We kindly ask that a non-bleach based washing detergent is used. Should you need further assistance please do let us know."
The care instructions do not warn that damage may occur if you choose to wash your coat, otherwise I would not have done so. The coat is so badly marked that it is un-wearable, and Uniqlo are refusing to accept that either the product or care instructions are to blame.
As much as I loved this coat at first, it turns out to be £80 down the drain. Not fit for purpose or of satisfactory quality (I have suggested they look at the Sale of Goods Act!).
Avoid these coats - and avoid Uniqlo for their terrible attitude towards customer service.
Some here see it different, but when I buy something online from Uniqlo it works just the way I expect it. I like the stuff, the leisure wear and shirts from Home Industries are fun. Yes, it is only for one season but please consider the price you pay. As my size M fits perfectly there's usually no refund option
I bought a couple of shirts on-line and one of these didn't match the description on their website, the fabric was quite transparent and I didn't like it so I returned it. Uniqlo refused to refund the cost of sending the shirt back because it was not a faulty item. I consider an inaccurate description of the item to be their fault and not the customer's fault.
Refusal to exchange goods for a larger size when bought before Christmas period. and when pushed , only offer the sale price as the product is now on sale. Even though they had none left to exchange, they gave less than 50% - not even a credit note to spend in their dreadful shops. Staff are supercilious sycophants who wish you well without one iota of real help. The help line is on par with a Utility company if you need a level of incompetance to compare them with. G.S G
Ordered goods for over £70 and was therefore able to use a £10 off voucher. One of the items arrived and the colour was wrong so I asked for an exchange for the same item in a different colour green, I returned it via Collect+ service that they offered. The Collect+ seems very good. However 1. I received no email confirming Uniglo received the item 2. no email explaining they didn't do exchanges or letting me know they had refunded me I contacted them via email - they then told me no exchanges online.
3. I ordered another jumper online and paid the postage - I don't live near a store and it was part of my step son's Xmas presant. 3. When I looked on my statement my refund was £10 less than the cost of the original jumper.
4. I emailed them again they informed me they had taken the voucher off of my refund - as by returning the jumper I didn't qualify for the discount, again with no email telling me they had done this - even though I had previously contacted them. 5. No apology.
My experience seems very different from some other people's. Over the last two weeks I've ordered two coats online (in separate purchases): the light-weight down coat, which is brilliant, and the 'regular' down coat which is just the thing for this snowy weather. In each case, Uniglo offered free 'next day' delivery - and in each case the package arrived the next morning. I was very impressed.
I've only ever shopped from one of their central London stores but I've found their products to be reasonable quality at decent prices with several splashes of bright colour - however like most high street stores there's nothing remarkable about their inventory. As for customer service I can honestly say that most of their sales reps are clueless clothes folders, and as for an Afro-Caribbean bloke at the pay area near Tottenham Court Road, he was as friendly as a wall of drying paint. That said he wasn't quite as bad as the one in the Nike Town store (first floor) in Oxford Circus.
Although I have ordered successfuly from Uniqlo twice before and I am very happy with their products, as the previous reviewer states their customer service is utterly unacceptable if anything goes wrong.
I am currently £10 out of pocket for an item they failed to deliver and over two weeks on, I have yet to receive any explanation for their failure to issue a refund.
Given the amount involved, I get the distinct impression they are waiting for the complaint to go away rather than deal with it, which makes me wonder how many other people they are ripping off for small amounts.
I cannot see how they can consider this an acceptable way to deal with customers in 2010.
The test of any online retailer is how it responds when things go wrong. Uniqlo's approach is unique. It simply doesn't respond.
This company's "customer service" is a black hole. An email address that is never answered. No phone number. No other means of contact. Nothing.
I'm still waiting for an order 10+ days after it was meant to be delivered and I'm still waiting for a response to my daily emails. I'm staggered that any so-called reputable retailer thinks it can get away with this sort of nonsense.
According to the company, "Open communication is one of our core brand values, so please feel free to get in touch with us."
What a total crock of **it. I'd laugh if I wasn't so angry. Useless, useless company, and one that I'll be using as a case study in how NOT to do customer service.
I can honestly say - one of the worst customer services experiences I've ever had and a classic example of a company that is unable to practice what it preaches.