ComplaintsforUniqlo Canada Inc

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a winter coat via Click & Collect- it didn't fit. I tried to return at the store I picked it up at and they refused. I mailed it back and did not received my refund! I want my money back. * **** ****** *** *** ********** ****** **** ** *********** It came from the stock at ***** ****** and I was not allowed to return it there the next day. Now I have been waiting almost 2 weeks for my refund. **** ** *************

  Business response

  06/12/2022

  Hello!

  A refund for the returned jacket was manually processed on November 10th, 2022. The customer reached out to us regarding this delay on November 8th, and after some investigation we managed to find the transaction and refund it directly to the same card used for the payment. 

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

  Uniqlo Canada has completed the requested refund on November 10th, at this time all actions required from Uniqlo Canada have been completed. 

  Thank you. 

• Initial Complaint

  26/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a a $99.90 jacket online, which arrived in completely misshaped and wrinkled. The item was also not packaged in a clear bag like the other item I received in the same order. I went in store to return this item only to be told I couldn't return this item in-store. ** **** * ******** *** ** ****** ** **** **** *** ********* ** **** * *** ******** ** *** ****** **** ******** ******** The store associate, however, told me that I could drop the item at the Returns Department in Mississauga to avoid the $9.90+ tax return shipping fee. I attended the Returns Department only to be turned away and was told I was given the wrong information. I complained to the Live Chat, only to be offered a $10 coupon which requires a purchase of $11 or more. That does not solve my problem, as I still have my item and to use the coupon, I will have to pay more. **** ****** ******* ******* *** **** ********* ************ * ***** ************** *** * ***** ** **** *** ** ******** ********** ****** ******* *** * ****** ******** ***** ****** ****** ** *********** **** ***** ********** ****** ****** ****** **** **** ******** * **** ******** ***** **** * ****** ****** ***** ****** *** ** **** ********** 

  Business response

  29/09/2022

  Hello!

  After reviewing the communication the customer had with our agent, it was clear the customer was upset with out return policy. The policy is clearly stated on our FAQ and on the return form included in the package that "Merchandise purchased from our online store (including Click & Collect) can only be returned to our warehouse via mail", "Stores will not process refunds for items purchased online" and "The $9.90+tax fee will be applied to all returns to our warehouse (including Click & collect)". It is unfortunate the customer still went to the store to try and return the item to get around the return fee when it was clearly stated n our policy.

  In order to prioritize our Warehouse Returns Department safety, customers are not allowed to return the package directly to the Warehouse to avoid the fee. There are many safety issues (both for the customer and the warehouse workers) that could arise from this type of action. We would like to request what store the customer got this information from and if they are able to describe the associate that suggested this as a way to avoid the fee? 

  If the customer wants to return this package, we can make an exception to waive the fee as they were given the wrong information in store. The customer will need to create a label using the instructions on the website and make sure to include this number on the return form placed inside the package: ********. We will manually follow up with the warehouse once this order arrives and override the return fee. Return form should indicate: DAMAGED. 

  We apologize that the store staff provided false information and for your negative experience at Uniqlo. 

  Customer response

  15/11/2022

  This is a follow-up to my previous complaint. #********. After communication from the head office, I was supposed to receive a manual refund. However, it has been over a MONTH since sending my package back with no refund received. The phone line is impossible to get ahold of anyone as well. The automated service keeps indicating I am "next in line" with a "wait time of approximately 1 minute". 1 hour later, I am still "1 minute" away from speaking to someone, and the automated system hangs up on me for "the line being too busy".

  Business response

  03/02/2023

  Hello!

  The manual refund for this customer was processed on November 28th 2022. * **** ******** a refund letter that the customer can use to follow up with their bank if it is still not reflecting in their account.

  Thank you!

  Customer response

  07/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi there, Today I'm writing this complaint letter of the poor service from UNIQLO brand located at Metropolis metrotown mall Burnaby BC. I made a purchase of two pants from UNIQLO brand store at Metrotown in the month of September 2021 and paid by credit card (two transaction of amount $55 each approx). I bought pants for my company's uniform usage and unfortunately I lost the receipt. And without the receipt my company will not reimburse me. So I requested to the store to provide me the duplicate receipt copy, reprint or reissue my purchase receipt. I sent the email to their customer care service (in the month of Dec 2021) and also visited the store 3times (from November end 2021 till Jan 2022) but no response from them. I met the Manager named Michael last week(Jan 2022) he also denied to give purchase receipt which I lost. I provided the bank statement, the date of purchase, product SKU to the manager and he said we cannot provide you the duplicate or reprint the receipt copy. I clearly told the manager (Michael) and mentioned in the email that I'll not attempt any refund or exchange via this receipt. Even I requested to the manager (Michael) so many times but he was ****** impolite and also didn't expect this kind of customer service from this brand. And finally i told the manager that I'll file a complain against you to Consumers protection BC he said go ahead and do whatever you wants to do. After that I made a written complaint about the brand and Manager (*******) at Guests service desk in the Metropolis Metrotown mall and they told me that the admin team will call me back but from there side also no response. I need this receipt to claim in my company so they will reimburse me. And it's a $100 amount purchased, how can I leave this money. It's my one day salary amount. Kindly help me on this and please tell me how to get the receipt of my purchase from this brand. Regards, Kamal *******

  Business response

  25/02/2022

  Business Response /* (1000, 5, 2022/02/01) */ Hello, Unfortunately we do not reprint receipts (as a company policy and system wise). But we are contacting our IT teams to see if they can assist. We will get back to customer with 7 -10 business days. We cannot promise that IT teams will succeed. Thank you for your patience. Regards Alyssa Consumer Response /* (3000, 7, 2022/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi there. I work in retail and have an understanding of the system. Even Big retail formats like ********* stores or a small retail business like ***** maintains purchase data for years. Purchase details can be found with the help of bank statement,the date of purchase and last four digits of any credit/ debit card. IT or the back end admin team can also help otherwise. I'm surprised that a giant brand such as UNIQLO cannot provide the duplicate receipt or duplicate copy or reprint the invoice of purchase after requesting repeatedly! If your brand does not have the system to reprint or to provide me the duplicate copy of my last purchase; you can provide me the manual receipt(every retail store has this facility) or can provide me a letter of my purchase on the store letterhead as a substitute to lost receipt which I cannot use for exchange/return. UNIQLO brand CEO Tadashi Y. has a broad vision, mission and values for their customers and believe that UNIQLO is providing best customer service experience, is customer driven and customer always comes first. But, I'm seriously getting to doubt this now! Business Response /* (4000, 9, 2022/02/10) */ Hello, Sorry for the delay on our response. Unfortunately our IT team were not able to recover your receipt. We will not be able to give you the receipt. But to help you on your issue we would like to make a one time exception, by requesting our Finance team if they can allow the refund of your items. This is not a confirmation as we need approval from the Finance team. We will need you to send to our ******@******.ca email your bank statement for the payment of the pants so we can show to our finance team. Please give this case number XXXXXXXX in your email and request for your email to be forward to Alyssa. As soon as we have your email we will send you a form to complete your bank information and we will as well need a voided cheque. Then after receiving all these documents we will submit the refund to our Finance and we will update you of their final decision. Please let me know if you need more help. Thank you Regards Alyssa Consumer Response /* (2000, 11, 2022/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hello Alyssa, Thank you for the proposal. I don't mind providing my details bank statement to Uniqlo for the refund, however, I'm currently using the products and I do not wish to return them at all. I need the receipt to get the claim approved from my company towards the purchase. Please clarify if it's a refund anyways. If so I will send the bank statement and details to Uniqlo. Regards, ***** *******

• Initial Complaint

  19/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a product from this company. Misleading product, realized I didn't want it. Sent messages and emails to company to cancel immediately and refund me. Told me that they would not be doing that and this morning 15 mins after they finally contacted me back created a shipping label for product and refuse to not send it.

  Business response

  07/03/2022

  Business Response /* (1000, 7, 2022/02/22) */ Hello, We are sorry to hear your issue has not been resolved. We unfortunately are not able to cancel orders after 30min of the checkout, we have helped to stop the package to be shipped but ***** were not able to send the information on time and delivered the package. At the time we apologize for the delivery and provided you by email on Jan 22 a return label so you can ship back the item so we can refund you the order. Unfortunately you have not yet sent back the item to us, we cannot refund orders until the item is not back to our Warehouse. If the item is not send back then we will believe you are finally keeping the item, so we will not refund an item that the customer is keeping. If you have already send back the package please provide us the return tracking you have used, if you have not used the return label we have provided you. If you have not yet sent back the item, please find the email we have sent on Jan 22 or create the return label and print the return label, stick it to the package and drop to a ***** location or call ***** at X-XXX-XXX-XXXX to pick up the package. Reminder: please check if the return form is inside the package, if you have not opened the package then please keep it close. If you have opened the package and do not have the return form, please contact us ot ******@******.ca to request us to send new a copy. Here is our FAQ on how to create a label : https://faq-ca.******.com/pkb_Home?id=kA31IXXXXXXDvk7&q=label&l=en_US&fs=Search&pn=1 We have agreed to refund you as soon as the item is on it's way back to our warehouse. If you have any further questions, please email us and include this case number XXXXXXXX. Regards, Alyssa Customer service coordinator Uniqlo Canada

• Initial Complaint

  10/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Here is my situation: *On January 3rd, 2022, I purchased a Women's Heattech t-shirt for $19.90 (on sale, from $29.90 on original price tag) at UniQlo Mississauga ********** location. *On January 5th, 2022, I purchased another Women's Heattech t-shirt (exact same style as previous one I bought, just different colour). I was charged $12.90 for this shirt because apparently the shirts were further reduced. *On January 8, 2022, I went to the ********* UniQlo where I had purchased both shirts. I brought both shirts with me, along with receipts, tags, etc. *I did not want to return or exchange the shirts, I just wanted to get a price adjustment for the first shirt I bought for 19.90 (adjusted to 12.90, the new sale price). *I was told by the sales associate who served me that, since the first shirt I bought was already on sale at 19.90, they could not adjust the price to reflect the new sale price. I did not want to argue with the sales associate because the store was very busy. *I could not find any policy with UniQlo about not granting price adjustments. My experience has been that most retails stores will process a price adjustment provided the articles still have come with tags and original receipts. Please help. ****

  Business response

  24/01/2022

  Business Response /* (1000, 5, 2022/01/12) */ Hi ****, Unfortunately Uniqlo do not propose any price adjustment as our prices can change at any time, it is shown in our return/exchange policy https://faq-ca.******.com/pkb_Home?id=kA31IXXXXXXI8kA&l=en_US&fs=Search&pn=1 and we have a specific FAQ for price adjustment as well https://faq-ca.******.com/pkb_Home?id=kA31IXXXXXXI8pe&q=price+adjustment&l=en_US&fs=Search&pn=1 As remediation, we can offer you a coupon of 10$ to add in your Uniqlo account, but we cannot request the store to make the price adjustment. We are sorry to not be much help. If you have any further questions, please contact us at ******@******.ca Have a great day Regards Alyssa

• Initial Complaint

  07/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The business is UNIQLO CANADA. More specifically with their online services. I have a package mention as delivered(December 29th 2021). I contacted UNIQLO after 5 business day after provided delivery date from ****** as asked by UNIQLO(January 3rd 2022). When contacted Uniqlo, I was asked to wait another 48hours for investigation with ***** and would contact me for follow up within that timeframe. After 48hours, I contacted them on January 5th 2022. They told me to wait another 7 business days for more investigation. I asked for a refund as I have not received the service or product I paid for. They will not issue a refund even thought I have ask so as I have not received the products ordered even if it shows delivered. Representative tries to make me contact *****. My business is with Uniqlo. Not *****. I asked to speak to a manager to resolve the issue. It was refused. Their escalation policies for non delivered package is really not clear. Case number for UNIQLO: ********.

  Business response

  13/01/2022

  Business Response /* (1000, 5, 2022/01/10) */ Hi *****, We are sorry to hear you have not received your package even if it shows delivered. You have contacted us on Jan 3 for a delivery made on Dec 29. As per our Lost package procedure, we first need to contact ***** as they are the delivery Carrier for your package, so they can investigate on what happened to your package, it can take 1-3days for them to make the investigation so from Jan 3 to Jan 6, if we do not have any updates from ***** we create a claim as it means that ***** have lost your package and it can take 1-3 days for ***** to reply to the claim so Jan 6 to Jan 9, after ***** updates. As of today we are Jan 10, the procedure if finish and we have made an exception to request a refund for your package. We are sorry that our procedure takes 1 week to resolve your issue but as per our worldwide policy, lost package need to be investigated before being refunded. The funds of your package will be in your account in 3-5days. If you have any further questions, please reply back to this email. Regards, ****** Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the transaction: Nov 26, 2021 Purchased Down Jacket at Uniqlo Markville Mall Store, paid 179.90+ tax Return/Refund/Exchange can be accepted until Jan 16, 2021. *** Knowing that Jack marked down to 129.70 recently, called the Store to request the refund/repurchase as 50 dollars is a big difference. Provided Store the original receipt and jacket, refused by the Store bc the tag on the jacket is missing, they said they can't process Refund/Repurchase due to inventory issue, told the Store there isn't any inventory issue bc I still keep the jacket!! ************************************************************ Request to refund the difference, ie 50 dollars as the Jacket is still in Refund/Exchange Period.

  Business response

  24/01/2022

  Business Response /* (1000, 5, 2022/01/10) */ Due to the tag missing from the item, stores cannot accept a return/exchange. This is stated in the return/exchange policy on the receipt for each transaction (seen below) "Items must be in original selling condition (new, unopened, unused, unwashed, and unaltered) and in its original packaging with tags attached."

• Initial Complaint

  03/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My order *************************** was cancelled without any explanation. The order contained 6 items on discount that would save around $30 + HST. After I complained to two Uniqlo agents through their Chat, Uniqlo replied that they would give me only a $10 coupon"

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2021/12/10) */ Good afternoon *****, Thank you for your email. This is ******, Customer Experience assistant for UNIQLO Canada. The BBB has forwarded me your case and I am happy to help in any way that I can. From what I understand, the items you purchased online were no longer available even though at the moment you made your order it was shown on our website available. And from your email, it seems that you have experienced a cancellation without any notice. I am truly sorry to hear about this and would like to let you know that an email was sent to you on the same day the order was cancelled with the reason as "not items available" to notice you of the cancellation. As it was the black friday weekend a lot of promotion were showing and we received a high volume of orders, unfortunately it happens that while you were making your order, other customers were ordering as well and the inventory failed to notice our website system of the non availability of the items. We are truly sorry for this unfortunate experience, and we have offered you a coupon of 10$ as apologies for the cancellation, we understand it is not the amount of saving that you would have have with the promotion of the items you wanted, we unfortunately do not make any price adjustment as all year our items go on sale frequently so per our worldwide policy we do not make price adjustment, but as a one time exception we are willing to delete the 10$ coupon from your account and exchange it for a coupon of 30$ (online use only) the amount that you would have save with your first order that was cancelled. Please let us know if this solution can resolve this matter. I can assure you that the overall satisfaction of our customers is our aim worldwide and we depend on feedback like yours to achieve our goals. Please let us know if you need any additional assistance, our team is happy to help! I wish you and your family a safe and happy weekend! ****** Consumer Response /* (2000, 7, 2021/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi ****** (BBB) and ****** (UNIQLO), Thank you very much for your time and effort to close this complaint. I accept UNIQLO's solution for my complaint. I also feel happy to know that UNIQLO takes the time to hear about its customers. Whereas for BBB, thank you very much to be there for customers searching for help. Sincerely,*****

*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. ↩