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Business Profile

Clothing

Uniqlo Canada Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 17 total complaints in the last 3 years.
  • 10 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:10/11/2022

    Type:Product 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.
    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

    Date: 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

    Date:26/09/2022

    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 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

    Date: 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 Answer

    Date: 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

    Date: 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 Answer

    Date: 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,



    ****** *****

Uniqlo Canada Inc is NOT a BBB Accredited Business.

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