GU Shibuya — Local services in Tokyo

I recently purchased 7 items from GU in Ueno. Due to the hot and humid weather, I respectfully tried the items on at my hotel—I was sweating heavily and didn’t want to soil the clothes. Unfortunately, one of the shirts turned out to be a bit small, so I stopped by the GU store in Shibuya on my way home to exchange it for a medium size.

I genuinely thought I had the correct receipt with me, but all my receipts were in Japanese, so it was hard to tell. The shirt still had its original tag attached, and when I asked a staff member for assistance, she requested the receipt. I handed her the one I believed was correct, but she said it wasn’t the right one. I explained I’d been traveling all day, was hot, sweating, and my feet were in pain. I asked if I could show my bank statement to prove the purchase since the shirt clearly hadn’t been worn.

She then approached another staff member, whom I assumed was a supervisor. He too said they couldn’t proceed without a receipt. I pleaded with him, explaining how exhausted I was and that I made the effort to come all this way through the crowds just to exchange one shirt. He then escalated the issue to a man in black, whom I believe was the manager.

To my disappointment, the manager showed no empathy. I explained my situation and asked again if a bank statement could be used to verify the purchase. He flatly said that without a receipt, they couldn’t do anything. I asked, "What if I can’t find it?" and he simply replied, “Then you can’t exchange it”—completely indifferent and cold.

It was incredibly frustrating. I came to the store in good faith with a tagged, unused item and proof of purchase, hoping for a simple exchange. Instead, I was met with rigid policy, zero flexibility, and absolutely no customer care. In a busy tourist area like Shibuya, where many international visitors shop, I expected better service and a bit of understanding. Sadly, this experience left a very sour impression. I won’t be purchasing...

good morning. I purchased a product from your store in Shibuya on October 13, 2024. Immediately after paying, I asked for two T-shirts to be exchanged. I accidentally brought two T-shirts without high collars. So everything I bought was canceled (because I benefited from tax exemption) and after I exchanged the t-shirt for the one I wanted (the price was the same), I had to pay again. The problem is that my account statement has been debited twice. Could you please forward this complaint to the competent department so that we can look into this issue? We no longer have the receipt, but we will send you the payment details. thank you

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I came today to buy some clothes for spring collection. I was interested in one overall dress but I could not find my size. I ask the man staff in the third floor using JAPANESE not english and he only said "Can you see your size there? If not, so it is not." It was very rude. He talked very fast and just ignored me without trying to help or answer me politely. The manager for this branch should teach him how to treat customer nicely and politely. I never got such kind of bad service in other...