Brilliant service

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.

Heavy with the hood.

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.

Repeated refusal to respond to complaint about item not delivered

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.

Utterly hopeless - avoid

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."

Really. How?

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.

janice found this review useful