UNIQLO High Street Kensington — Attraction in London

We wanted to get our VATs made. Unfortunately the printer at the HSK branch was not working, so they suggested that you take your receipts to the Westfield Uniqlo store and they will apply a refund and a purchase together for the VAT purposes as their policy restricts same store VATs only.

With a 3 month old baby, which the store manager knew about, we took a cab to the Westfield Uniqlo.

Staff at Westfield Uniqlo was extremely stubborn and unwilling to listen to any reason. They, not only refused to accommodate a refund and recharge for VAT purposes but also refused to provide in writing that they are refusing our right for a VAT form.

The manager at the HSK branch then suggested that they will email us the VAT forms once their printer is working. Our flight was on Monday.. what good is the VAT once we have left, we cannot claim it.

We spent 5 days, getting the run around from one store to the other, along with numerous taxi fares.

Extremely disappointed with Uniqlo... our VAT refund amounted to 70 GBP, which we will not be able to claim now due to their “unfriendly policies” and “printer not working” for over 5 days.

If this was another store like Harrods, Zara or Selfridges, they would’ve just given us a gift card for the same value in order to retain their customers and uphold a good customer service. The staff at HSK, when prompted, flat out refused such compensations and kept blaming the printer for their shortcomings.

I wonder, what will be next... if their machines are not working, will they be asking customers to pay in cash and simultaneously refuse refunds to them as they would have no receipts to show for?

If a store has faulty equipment which hinders the rights of their customers, then that store should notify the customers of such faults at time of purchase by saying “you will not get a VAT refund on this purchase” or “you will not get a receipt for your purchase, etc” or simply shut the store until these issues are resolved.

Receipts and VAT refunds are a simple consumer right and no customer should be put through this agony regardless of how large or minuscule the refund amount is.

They can continue to deny me my right for a VAT refund, with their delays and ignorant approach, but they cannot stop me from posting and bringing this to the attention of the...

The store is good with friendly staff. However, the alteration service is a quite disappointing. I purchased two trousers and requested alterations. The staff said I can come collect it after 3.30pm the next day, and if there is any delay, they will send me a text message.I showed up at 4pm the next day, requested my items, and the staff told me they haven't done it and asked me to wait for 30mins!!! I was told the staff is doing that NOW?!?! Plus I haven't received any text messages or email regarding the delay. As much as I like uniqlo product a lot, the service and communication to customer needs significant improvements. Just for update record, I ended waiting for around 20mins, and the staff member for click and collect was very apologetic which I appreciate. He explained the delay is due to one of the staff member couldn't come in, which is fair enough. But next time, some pre warning will be a much better experience for...

Subject: Incorrect item intentionally charged on receipt – October 2, 2025 (Kensington High Street store)

Dear Uniqlo Team,

We visited your store at 54–56 Kensington High Street, London on October 2, 2025, and made a purchase. However, after carefully checking our receipt, we discovered that we were charged for an item that we did not buy – specifically, the first item on the receipt (W’s HEATTECH bra top, £24.90).

We believe that this item was intentionally added to our bill, as it was never part of our purchase. Please find attached a photo of the receipt for your reference.

We request that you investigate this issue and refund the incorrectly charged amount (£24.90) as soon as possible. We would also appreciate clarification on how such an incident could occur in your store.

Thank you for your prompt attention to this matter.

Best...