UNIQLO Shibuya Dōgenzaka — Attraction in Tokyo

The Worst UNIQLO Experience in Japan — A Letdown at Shibuya Outlet (25 July, 7PM)

After two wonderful weeks exploring Japan, filled with warmth, respect, and excellent service, I ended my trip with what was hands-down the worst retail experience I’ve had, not just in Japan, but possibly ever - at this particular UNIQLO outlet in Shibuya.

Here’s a feedback to the store manager and UNIQLO headquarters:
This outlet is a stain on your otherwise respected brand.

From the moment I walked in, I noticed something was off. I was met with condescending tones, unnatural accents, and unprofessional behaviour from several staff members. At least five staff appeared to be speaking in exaggerated foreign accents, speaking rudely and aggressively to customers especially to non locals, as if confidence could be mimicked through poor customer service.

I was shouted at, told bluntly, “NO. OUT OF STOCK,” ironically to to find the item sitting right on the shelf moments later. This raises concerns not just about attitude, but also about product knowledge and internal communication.

There were no greetings, no “please”, no “thank you”, just cold dismissal and attitude.

But it gets worse.

At checkout, after paying for my items, I was misunderstood for stealing - an incredibly humiliating moment. A different staff member came up to me after I left the counter, without any courtesy or explanation, she put her hand inside my personal shopping bag where all my personal belongings were in to search for a receipt - it turned out one small item had not been scanned properly by the cashier. Instead of calmly explaining the situation, I was escorted back to the counter in a way that felt accusatory and humiliating. I received no apology, no clarity, and no basic courtesy, only judgmental glances and rude remarks, fake accents, and eye rolls.

As a customer, it was an incredibly uncomfortable, embarrassing, and invasive experience, especially considering the issue originated from the staff’s own oversight. 
Is this how UNIQLO wishes to represent itself in one of Tokyo’s most prominent tourist districts? Because this wasn’t just a bad day, it pointed to a deeper issue of training, leadership, and cultural awareness.

If staff believe that confidence equals rudeness, or that faking an accent is the best way to manage tourist interactions, then I respectfully suggest a serious revisit of team training, tone, and approach; this is not just a store problem - this is a leadership and corporate culture issue.

To future customers: You deserve better. To UNIQLO: Please take action. Revisit your service standards, empower your team with empathy, and ensure this outlet does not continue to compromise the brand’s hard-earned global reputation.

Regards, A disappointed (but hopeful) customer and long-time...

Review for Uniqlo:

Uniqlo strikes the perfect balance between quality, style, and affordability. Every visit to their store or online platform is a positive experience, thanks to a wide selection of essential clothing that meets both everyday and trendy needs.

Their fabrics are outstanding: from Heattech technology to tackle winter chills to Airism, perfect for staying cool and comfortable in summer. The quality of the materials is undeniable, and despite the affordable prices, the clothes maintain their appearance even after many washes.

Another strong point is the design. Minimalist and timeless, their collections suit those looking for classic, modern, or casual styles. Additionally, collaborations with renowned designers bring unique and innovative touches to their lines.

Customer service is excellent: in-store staff are always friendly and helpful, and their return policies are straightforward. Online shopping is seamless, with fast delivery and eco-friendly packaging.

In summary, Uniqlo never disappoints. Whether you’re looking for a wardrobe staple or something more distinctive, you can count on high-quality, durable, and...

Customer service was a nightmare. I tried on clothing and was met with dirty looks from both the attendants there. I spoke Japanese to them and was met with only cold gazes. There seemed to be foreigners working there, but they were equally as rude to me. A foreign cashier in particular when I was checking out started calling me saying “hello??” when I didn’t immediately walk over to the station, and when I did walk up to him he said “no” and helped the Japanese lady behind me first. After making me wait he just sent me to the self checkout counter pretty abruptly just said “here” and tapped on the English option for me, despite speaking to him in Japanese. Maybe I’m going crazy, but a lot of this made me feel really out of place and weird. I had heard good things about Uniqulo, so I was pretty disappointed when...