UNIQLO Piazza Cordusio — Attraction in Milan

Worst purchase experience in a Milan shop. Ever. And I live in Milan since 1999. My wife found a coat. Size was missing. Personnel say they would check if an XS size is available in the store warehouse. Had to ask to two different employees. After 10 minutes waiting they say: "Not available". We ask to reserve one. They say "Not possible to book one. But ...You can purchase one at the in-store automatic vending machine close to the entrance." Once the coat will arrive, in case size will not fit, no cashback. Just a coupon. Sounds crazy... still we opt to purchase from the machine. Once purchased (no amex accepted), we find that 3 (!) coats of the XS size and correct colour were put on the same previous racks. We were told that parts were not available in store and had to arrive from a Spanish warehouse (sic). We then ask for a supervisor, claiming that it makes no sense that we were told items were not available and than we found three of them on display, right where they were missing 5 minutes earlier. We ask to cancel the electronic order (already paid) and get one of the coats available. Ilenia, the supervisor, declines. She states that we are right, but nothing can be done. The only offered option is to purchase a second one (therefore paying twice), and then file a request for a refund of the one just purchased in store. Result: my wife will have to wait a mail confirmation to go to the store in a few days and collect a coat that was already there. Something is rotten there. I loved buying Uniqlo in various areas of the world. Milan store is a no-freaking-way. One star just as I cannot vote lower.

La peggior esperienza d'acquisto di sempre in un flagship store di Milano, dove vivo dal '99. Mia moglie vede un cappotto. Manca la taglia. Chiediamo al personale di verificare se c'è l'item in magazzino. Il primo dipendente scansiona il codice e promette di verifica entro 5 minuti. Dopo 10 non è ancora tornato. Il secondo dopo aver iniziato lo stesso processo, viene inviato in cassa e debbo inseguirlo per chiedere che qualcuno verifichi il codice in magazzino. La taglia mancante è sul manichino, ma il personale dice che è vietato togliere il cappotto dal manichino a scopo acquisto. ちょっと。。。すみませんですが。

Alla fine ci viene comunicato il risultato del check in magazzino: "le XS sono terminate." Se vogliamo il cappotto possiamo comprarlo al totem automatico del piano terra, per ritirarlo poi in seguito, tra qualche giorno, quando arriverà da uno dei due warehouses centrali.

"Prenotarlo", correggo io. "Pagarlo ora e ritiralo in seguito" mi viene ribadito. Se poi non ci piacerà avremo un coupon (niente cashback?!). Increduli, optiamo per l'acquisto al totem. Appena terminata la prenotazione-pagata al totem, ripasso dalle rastrelliere dei cappotti. Magicamente tre taglie XS sono apparse. Chiedo di un Supervisore, di poter convertire l'ordine sul totem nell'acquisto fattivo di uno dei cappotti sul rack.

La risposta di Ilenia è che "Non è possibile". L'unica cosa che posso fare se voglio uscire dal negozio con il cappotto è comprarne (e pagarne) un secondo, per poi richiedere un rimborso di quello online, rimborso dalle tempistiche non deterministiche. Risultato: io e mia moglie dovremo attendere una mail di conferma dell'arrivo del cappotto e tornare in negozio tra qualche giorno, a ritirare un cappotto che era già in store. C'è qualcosa di profondamente 'disturbante' nella gestione del customer care di Uniqlo a Milano. Ho atteso che Uniqlo aprisse a Milano, marchio conosciuto a NY, Parigi e in Asia. Peccato un'occasione persa. Voto: una stella, perché non si può...

Staff here is unfriendly and seems to expect the worst from you.

I have been to Uniqlo abroad many times, I'm not new to the concept. What I've not seen before in a Uniqlo were fitting cabins outside the regular fitting rooms, right besides the racks. Because it was majorly crowded and the curtains were open (one Italian girl was just coming out one of them) I thought: "Oh, how thoughtful. They opened up some cabins, because the fitting room line got too long. Maybe the other customers didn't realize it yet? Oh, there is a girl in the other one, I should be fine." and went in. Mind you, there was nothing written there or any free staff around to ask at the time.

A minute after, someone "knocks" on the curtains and a staff member shouts "No!" at me and making a "go away" motion with her hands. Behind her were other girls wanting to try something on and she obviously led them here. I was confused, asked her to calm down and that I'll go out, but if she could tell me, why I was not allowed and the others were? She just kept staring wide-eyed at me. Either her English was very limited or she was just not feeling like talking to me. I understand that I must have done something, but it's not like I trespassed or did any other crime.

I tried on the clothes in the other fitting rooms, were the same staff member was cleaning the floor in front of my cabin when I came out and decided, that I don't want to buy anything at a store that treats their customers this way. I'll...

I have had a lot more positive buying experience at other Uniqlo stores in Japan, Singapore and even Paris! It is rather strange the management here in Milan seemed broken.

Poor Shop Floor Planning Store space and interior is totally not conducive for browsing and shopping. Limited changing rooms and barely any space allocated for queues - near changing cabins and cash tills.

Limited Changing Rooms (Overcrowed Changing Rooms) Customers are requested not to even try one jackets at shop floor. I understand the rule however if cabins are limited and there's a crowded and long queue...store ops need to think of creative solution for customers to try on a jacket or coat. Imagine how many sales were lost as a result of this teeny issue.

Low Morale in Staff Staff seemed stressed up and are often abrupt and curt. I dont blame the staff - unfriendliness is often the symptom of poor working conditions and or a lack of clear modus operandi

Poor Online Shop Post-Purchase Communication Their online Click and Collect service which allows customers to retrieve purchases from this store is rather disastrous. Poor communication in the order confirmation led to customers not knowing that collection may only be done upon the receipt of a separate email.

A huge...