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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:12/18/2024

      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 placed and order with muji USA to send to a friend as a gift, order #*********, and the order was never delivered. The proof of delivery picture on the *** site is just of the package on a loading dock or truck not the residence it was to be delivered to. I have emailed ************* and keep getting initial emails from someone named *** who says the matter will be escalated and looked into, and then I have gotten no response whatsoever to my multiple emails. I think *** is ai or a bot response. I called *** and they said they cant do anything unless the sender, Muji, files a claim for a missing package and they have no filed said claim. No one has gotten back to me, the customer service phone line is not in use, and no representatives seem to answer my emails about my package. *** tracking number is ******************. I would like replacement items sent or a full refund ( cost of items ****** usd and plus shipping cost) as this is bordering on fraud, *** never experienced customer service or lack of like this especially from a large name like muji I expected more professionalism.

    • Initial Complaint

      Date:11/25/2024

      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 purchased a check-in luggage item from the **** online store on February 26, 2024. After just one use, I discovered that one end of the inner elastic strap had completely broken off. During this trip, the luggage was empty except for a **** carry-on placed inside.**** advertises a two-year warranty for their luggage, so I contacted their service department on November 3, 2024, to request warranty assistance. I provided pictures of the defect and proof of purchase. However, **** rejected my claim, attributing the damage to airline baggage handling.This explanation is both illogical and unacceptable. The damage involves the inner elastic strap, which could not have been affected by airline baggage handling, especially when the outer shell of the luggage shows no signs of impact. Based on the photos, it is evident that the issue stems from either defective stitching or subpar materials, as the strap failed to withstand even minimal weight.I requested that **** reconsider the claim, but their only response was to offer a coupon for purchasing another piece of luggage. As a loyal **** customer who has always appreciated their product quality, this experience has been deeply disappointing and has made me question my continued trust in the ******* would like **** to honor their two-year warranty and either repair or replace the defective luggage. I request that you contact **** customer service to resolve this matter fairly and promptly.Thank you for your assistance.

      Customer Answer

      Date: 12/20/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:11/19/2024

      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 11/8/2024, I ordered two pair of pants from an online store advertising on instagram. The name is **** USA. I read the return policy prior to ordering and it looked normal, so I ordered two pair of pants. When I got them, they didn't fit correctly, so I went to the website to start a return. Again, it all looked normal, but when I tried to print the prepaid return label, it just kept saying loading. It would only pull up a blank 2 pages. I assumed the first couple of times that it was a glitch and would resolve, but now after a week, I reached out to the company to ask them to email me a label for return. They sent me a link (which was the same link I had been trying), and said if I had. further problems, they would forward to the appropriate department. I replied that this was at the same link I had been trying for a week. They just continue to give me the runaround, and no label was ever sent. Then I came to the BBB site and see that many others are having the same issue with this company.

    • Initial Complaint

      Date:11/04/2024

      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 am a long-time and loyal customer of Muji. I purchased several items online on 08/30/24. I returned 2-items in store @ ******************, ** on 09/13/24 (see documentation). The items were never worn and were in their original packaging. As of today, 10/31/24 and after sending multiple emails in regards to this matter, I still have not received my refund in the amount of $111.82 No one ever answers the telephone @ ************ nor do they return messages. Emails sent to ************* only occasionally receive a reply from a person named *****; ***** says the team needs to look into this but there are never further updates and as mentioned no refund of money. At this point I consider this theft and let them know it and that I would be taking action. I do not think customers should be treated this way and I do not think stores have the right to retain funds on returns that comply with their policy. Please help!

      Customer Answer

      Date: 11/29/2024

      Better Business Bureau:

      At this time, my complaint, ID ******** regarding Muji USA Ltd has been resolved.

      (By clicking "OK", your complaint will be closed as Resolved.)


      Sincerely,

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

    • Initial Complaint

      Date:09/24/2024

      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.
      Ordered and received 3 backpacks that were purchased online. The backpacks did not meet my expectations and also did not match the websites description. Reached out to ************* after facing issues with a faulty link to print my return label and was told the issue would be fixed. After a week of back and forth emails with a man named ***, I realized this is not faulty, but an intentional error. I still have my items, no return label and no refund.

      Customer Answer

      Date: 10/01/2024

      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:07/15/2024

      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 had purchased a 5 story sus oak shelf on June 28 from Muji online store. The package was delivered today. 3 of 5 shelves board has chip off at corner. 2 of 3shelves board has a huge crack at connections.

    • Initial Complaint

      Date:05/23/2024

      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 bought a shirt with an (unaltered) price tag which priced the shirt at $29.90 When I got home I saw I was charged $39.90 for the shirt. The next day I returned to the shop to receive a refund for the difference, which was in error. However, the clerk insisted that the shirt should have been priced at $39.90 and that they would not issue a credit for the $10 difference. She told me that they had placed stickers on all of the shirts updating the price to $39.90. Although my shirt was clearly not among them, I went downstairs to check the rack. There were 9 of the shirts left on the rack. 5 shirts, like mine, all had unaltered tags priced at $29.90 (same color, model, etc). The remaining four did indeed have stickers over the price tags reflecting the higher price. I brought the 5 shirts upstairs to the same clerk, but she remained firm that they would not issue a credit. I dont know the legality around whether stores can charge a different price at checkout than what the tags reflect, but I do feel that this was not right.

    • Initial Complaint

      Date:03/21/2024

      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.
      On 2/16 I paid to ship a pair of pants back to **** for a return after they were unable to provide me a working return label. It's now been over a month and I have not received any word from Muji about my return, although I have both called and left a message on their customer service number AND written their help email address multiple times. I want a refund of $56.22, reflecting the $37.42 I spent on the returned pants themselves and the $18.80 I spent shipping them back to the company when they would not provide me a valid shipping label. They absolutely cannot say I have not tried several times over the past month to contact a living person and address this issue. I turn to the BBB because I have no other recourse. I just want to process a return! Screenshots of my shipping receipt and original online purchase receipt attached.

      Customer Answer

      Date: 04/15/2024

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:03/21/2024

      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.
      Dispute Supporting Documents According to ****'s holiday return policy, for all purchases made between 11/13/2023 and 12/31/2023 are eligible for returns and exchanges through 1/31/2024.I made this purchase on 11/26. All these items were discounted by 30% during the holiday season. However, I encountered an issue with 10 items: 4 cardigans and 6 mens sweatshirts, which cannot be returned. The total value of these 10 items is $251.30. It's important to note that **** didn't **** these 10 items as final sale items at the time of purchase on 11/26. I tried to open and check the webpages of these items that cannot be returned. I found that all the styles were gone, and it said 'Web Page Not Available'. My assumption is that they may have ****ed them as final sale items at some point after 11/26. But certainly Not on the day of my purchase on 11/26, which means Im still within the return window, but they just closed it. Their behavior was completely misled the consumer and contradicted their own return policy.

    • Initial Complaint

      Date:12/22/2023

      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 haven't heard from support about my missing order. I just sent them my fourth email regards to order # ********* to their support email and I haven't received a single response. *** never delivered it, it never came to my house. I was literally in front of our door getting all the packages from *** except the order from MUJI. It's almost a week now. I'm a regular customer and I'm so disappointed. I purchase from Muji USA website every month for all my household needs. I've been a regular customer for almost a decade now. I feel very neglected here by customer support.

    Muji USA Ltd is NOT a BBB Accredited Business.

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