UNIQLO Newbury — Local services in Boston

The quality of their clothes varies and can be good for their prices. However, is it the customer service where things fall apart in this particular store.

After waiting in a very long slow-moving line, I purchased over $50 worth of clothes on a Saturday and the register I was at happened to crash preventing me from getting a receipt. I was able to check that the charge went through to my credit card company. The store manager, Takuma Koide, told me that that wasn't good enough because that doesn't mean Uniqlo will get the money. I was told I'd have to pay him again or leave the store without the clothes. He would call the accounting team and settle the issue ASAP two days later on Monday to ensure any extra charged would be canceled. Monday came along and I heard nothing. I reached back out Monday evening, and it was unclear if anything was done but that he's aware of the issue. Another whole week later (10 days from the original issue), he tells me the refund should be processed. Another month later, I finally get my refund.. 38 whole days after the original issue. You're welcome for the interest free loan for over a month, Uniqlo.

You might think that maybe there's nothing he could have done about this as a store manager because he had to make sure he gets paid and 38 days is a normal amount of time for a store to provide a refund (it's not). Maybe the best he could have done was offer a small discount on my next purchase (which he didn't). However, I surprisingly had the same issue at a different store just ten days after this incident where their register also crashed after I paid, except they let me go with over $500 worth of merchandise and a duplicate receipt after I showed them that my credit card company actually received the transaction. There was no hassle for me and it was done within about two minutes. I hope Uniqlo takes that as a lesson and improves their customer service soon. Fifty dollars should a very small amount for a company Uniqlo to deal with, even if it the transaction for some reason did not go through and they ended up losing that. Losing customers is going to cost them a lot more than $50 in...

I ordered an Ultra Warm Down Coat just over a year ago in late November, 2017. I wore the coat for a couple of months last winter and brought it out again in early December for this winter.

I began to notice small balls of the fleece stuffing on the sleeves, which are very unsightly, and wondered where they were coming from. Over the last month, this has progressed from small balls of fleece to large clumps of it actually emerging from the coat through small holes in it (see attached photos).

I just went to this location and spoke with a sales rep and manager. Their responses were entirely unsatisfactory. I spent $150 dollars for this coat, and within one year it is completely unwearable -- and yet the manager told me that I could only redeem it for $30 of in-store credit. He said there is no way to get anything more, much less a replacement item, which is what is entirely appropriate in this case.

I have been a loyal Uniqlo customer for years, as has all of my family. But with these kinds of quality control issues and poor customer service, I have every intention to take all of my business elsewhere to a company that will stand by its products and actually treat customers as they deserve...

DO NOT BUY ONLINE! I’ve bought in store/returned in store for years and happy with that type of transaction. Purchased a jacket online I couldn’t find the size in store, but ended up not being a good fit. Went to the store and was told this was their policy for returning online purchases: Can only be returned via mail for a full refund. Why?!? Online purchases cannot be returned in store - the can only be exchanged for the SAME ITEM (size/color varying). But if you see something else you like, they will NOT exchange. No gift cards or store credit available!

NOT customer satisfaction guaranteed, and can’t imagine the hassle this will create for them during holiday shopping.

Only buy in store unless you are ABSOLUTELY certain you don’t want to exchange it. Terrible policy. Get with the times, UNIQLO.

ps: this goes for all of their stores nationwide, not just...