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Muji USA Ltd

This business is NOT BBB Accredited.

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Complaints

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

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Muji USA Ltd has 3 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 19 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:03/08/2025

      Type:Sales and Advertising 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 participated in an online sale the morning of March 8th on Muji's website, ordering a number of items, my order was confirmed, the funds were withdrawn from my account. At about 8:30pm on Saturday March 8th I received an email saying my order had been cancelled but I could log in and place the order again and it would be fulfilled. Upon going to the website and filling my cart with the identical items, Muji was now trying to charge me hundreds of dollars more. These are deceptive business practices of the lowest order. I want my original order fulfilled, at the original price. I want to pursue this through BBB but will consider other options if necessary.

    • Initial Complaint

      Date:03/04/2025

      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 #************ Adjustable Handle Hard Shell Suitcase 75L | Check-In 1 Dark Gray ************* I put the item in my cart and thought shipping was high so decided to think about the purchase . I the interim you sent me a text and email with pictures of suitcase telling me I would receive free shipping. I made the purchase and was still charged $30 shipping this is a scam or baiting and I feel the $30 should be refunded

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair 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 reached out to **** several times, via email, phone, and in person regarding my issue. Their customer service is basically non existent when you try to call the ************* phone number during work hours, there is no live person to talk to. In addition when I try to check my gift card balance online, it says the number is not valid, and when I try to call the phone number on the gift card, its not associated with Muji. I need someone from the company to rectify my recent issue regarding my Muji Gift Card. I went to the ********** on ************************ on Saturday 2/22/25. My brother gave me a $30 gift card for Christmas and I was planning to buy a long sleeved flannel shirt for $29.90. As I got to the register to check out and purchase the shirt, I swiped my gift card on the card swiper. However I was informed by the sales associate that since it was a gift card that it had to be scanned. After he scanned the gift card, he informed me that there was only $0.10 cents left in the gift card and told me I owed the balance of $29.80. I was completely flabbergasted as the gift card was supposed to have $30. I told him to cancel the transaction and ended up not buying the shirt and left the store. Then I called the store after to let them know the situation. However when the keyholder checked my balance over the phone there was no balance left. Im not sure if there is a glitch in the system, but I am completely flabbergasted how my gift card can go from having a $30 balance to practically zero without me ever using it. I would like to be in contact with someone to sort out this issue. My direct contact number is ************. My email address is ********************* I look forward to being in correspondence with someone about the issue shortly.

      Customer Answer

      Date: 02/28/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:02/05/2025

      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 paid $607.28 for a purchase of furniture (order *********) on January 3, 2025. It arrived in two shipments on 1/7/25 and 1/14/25. Unfortunately, when the item arrived, the box and the shelving unit were damaged beyond repair. (The box was punctured and one of the shelves had a 3-inch hole.)Using the customer service contact info on their website (********************************) I emailed the company on 1/18 and 1/28 and got no response. I tried calling the listed customer service phone number today (2/5/25), and it appears to be a scam: it redirects to a company offering free medical devices. I would like for the item to be refunded.

    • Initial Complaint

      Date:02/04/2025

      Type:Sales and Advertising 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 several items from **** online store with a credit card. The transaction was made on January 20, 2025. The company sent me an order number and later a ***** tracking number. However, the package is stopped at ***** PA distribution center for more than 7 days according to ***** tracking history. When I contacted MUJI on this issue, they replied that they cannot find my purchase with the order number I received. The purchase does not show up on the **** website's order history either. Meanwhile, the amount of $81.41 had already been charged to my credit card.

      Customer Answer

      Date: 02/19/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/30/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      The package was supposed to arrive last Wednesday, January 22nd. It didn't arrive. When I tried to track the shipment, it said it was "still in transit" and when it finally DID arrive on Friday, January 24, the box had clearly been opened or broken open, had nothing in it, and had a sticker on it saying the **** had received it open and empty! They taped it back up and delivered it, anyway, and ever since then I've been trying to get ahold of the company with zero success. They have a fake phone number on the packing slip, and they don't answer their customer service number listed on line, saying everyone is "too busy" no matter what time you call and directing people to email them. However, they have not responded to any emails I've sent.

      Customer Answer

      Date: 02/24/2025

      At this time, I have been contacted directly by Muji USA Ltd regarding complaint ID ********, however my complaint has NOT been resolved because they have done nothing to remedy the situation (please see attached screen shot of the only email I have gotten from them regarding this issue that was sent weeks after my complaint). I have heard nothing since that email of Feb. 11, 2025.

      I had my credit card company reverse the charges, so I have been "reimbursed," but not by the company, Muji. 

      Sincerely,

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

    • Initial Complaint

      Date:01/14/2025

      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 ordered the Men's Reclaimed Wool Blend Pea Coat online (Order #*********) on December 10 for $99. I received the package on 12/17/24, and returned the package via ***** on 12/20/24. ***** tracking showed the package was received on 12/23/24. However, it is now January 9 and I have still yet to receive a refund. I have emailed Muji several times and received back two different AI messages from "***" saying they would look into it, and got no follow up. I sent another email yesterday to the ************* email address--and got a postmaster email back saying this address's email is full and cannot receive any more messages.I would like a refund of $99, like I expect in good faith, and I want Muji to make customers aware that their help responses are not human, but are an AI bot, as they are legally required to do.

      Customer Answer

      Date: 01/14/2025

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:01/13/2025

      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.
      This is regarding their towel from Order *********. The product description indicates that it can be cut and used; however, it has proven to be unusable due to it becoming loose. (Attachment: ******* muji Issue.jpg) Therefore, it is defective. They neither answer the phone nor reply to emails. if I call, voice mail runs, "The number you are calling is temporarily unavailable." Please refund this towel. If you want, I can send it back so email me a prepaid shipping label. Also, please let me know whether your Twin Pile Face Towel with Loop has the same thickness as the defective one I had. Then, I may exchange this with that one.

      Customer Answer

      Date: 02/06/2025

      Better Business Bureau:

      At this time, I have not been contacted by Muji USA Ltd regarding complaint ID ********. However, I disputed the charge with ****** and ****** refunded it to me. 

      Sincerely,

      *** ***

    • Initial Complaint

      Date:01/13/2025

      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 am writing to file a formal complaint against ****, a retailer, for false advertising practices and lack of communication regarding my order (#*********).Muji promotes products that do not align with the descriptions and claims made in their advertising. Despite my attempts to address this issue directly with the company, including four separate inquiries over the past month, I have received no response or acknowledgment. This lack of engagement further highlights their disregard for consumer concerns and reinforces my belief that their advertising is misleading.I request that the BBB investigate Muji's business practices, specifically their advertising claims and their failure to provide adequate customer support. Consumers deserve transparency, accurate representations of products, and a responsive process for addressing issues.Please let me know if additional information is needed to support your investigation. I am prepared to provide further details or documentation as required.Thank you for your attention to this matter.

    • Initial Complaint

      Date:01/06/2025

      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.
      Placed the order on Nov 18th, 2024. The confirmation email from MUJI said it will be delivered on Nov 27th. It was actually delivered on Dec 14th with 2 out of 4 plates cracked.I between Dec 14th and today (Jan 3rd) contacted MUJI via email 5 times and never got a proper response other than an automated email from "***" the customer service person. I called the number on the receipt and it's "unassigned" so I can't talk to anyone.I'm very disappointed and I request a refund or replacement.

    Muji USA Ltd is NOT a BBB Accredited Business.

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