UNIQLO - beyond rubbish customer service!

LilElvis

I ordered 10 tops on-line from UNIQLO - 5 different styles and each in 2 sizes. I received the items with no problem and selected the ones that fitted/I liked and packed up the remainder, completed the returns paperwork and took it to the local Collect+ outlet for shipping. This was December 3rd. On December 13th I received an e-mail confirming that my card had been credited with the refund for the items returned. It was only when I re-read it the next day (and after I had destroyed copies of the paperwork!) that I realised that they had only credited me with the return of 5 items rather than the 8 that I had sent back. So I e-mailed the Customer Care Team, as this was the only method of communication. The website stated that they would reply within 24 hours, but I had no response so I sent it again ... and again ... and again. The final time I got a confirmation that they had recieved my mail, something I hadn't received on the previous attempts. I finally got a reply, but all it did was to ask me for the information I had already supplied and apologising for the fact that their IT system had lost my previous messages. So I e-mailed again, by reply, using my new 'request ID' and once again got no acknowledgment that the message had been received. So I mailed again ... and again ... and again - still nothing. I started a new customer query (which they acknowledged they had received!) but this then put me having to wait another 24 hours for a response. The only other contact information was their office address in Oxford Street - so I looked it up on BT and got 2 telephone numbers, one for the shop and one for the office. I finally got to speak to someone! 20 days after I had posted the goods back to them! She could also see all of my e-mails! Fortunately she believed me when I said that I had returned 8 rather than 5 items and agreed immediately that they would refund the balance without checking the paperwork with the returns department at the other end of the country. She e-mailed me confirmation of this whilst she was on the phone. The next day, December 24th, I got a further message saying that the refund was being processed and on 30th I got another to confirm that it had been completed. So it took nearly a month to resolve something very simple.

I order on-line all the time and have never had such a hard time getting a response out of a company, let alone a resolution. If I hadn't looked up the phone number I would still be waiting for my refund now.

Sooler

Online shopping ain't what its cracked up to be, don't think it'll catch on.