I see someone else had a very similar experience.
I normally don't put out any reviews, positive or negative, unless the experience is something special - in this case, it was phenomenally negative.
Details will follow, but what was quite unpleasant was the following:
1) Internal things that are of no concern to the customer were used as an excuse for their incompetence
2) Some customer facing people were utterly unable to even fake compassion and understanding toward frustrated customers
3) Even though I consider Uniqlo as a relatively large scale store, they don't seem to have any compensation procedure in case of a failure by the store
What happened:
I placed an online order on 09/30 for a store pick at this location.
The items were for my son's specific event on 10/13.
On 10/06 I received a mail saying my order is ready for pickup, and if I don't pick it up within 5 days the items will be sent back to the warehouse.
On 10/09 my son and I went to the store to pick the items up.
They couldn't find my order. The lady who was helping me asked 5 times when I received my notification email, while going back and forth between the register and the back of the store and talking to her supervisor. After half an hour of waiting, the lady came back and told me my order isn't there. She was very apologetic and nice, sweating profusely, but it was very not cool that they didn't have my order.
I shifted gear and went for a damage control. I asked what they can do to remedy the situation, since these items were for a specific event next Wednesday.
Can they cover the expedited shipping to our house? No.
Is there any kind of compensation because this was a clear case of their mistake and now we need to scramble to get something else for my son's event? No.
Finally I asked for her supervisor.
He came, listened to what I had to say with what I perceived as a rather blank expression (although I guess it's hard to say these days what is going on behind the mask), then told me that my items were delivered to the store on 10/09 at 2:30 pm and somehow at 4:30 pm were sent back to the warehouse. Why did I have to wait for half an hour for them to figure that out?
Then he went on to tell me there was nothing they could do because E-Commerce is handled by a different entity and the store doesn't have any authority over that side.
Both the lady and the supervisor repeatedly told me I would get a refund, like that's something special.
They did not deliver what I ordered and paid for. Shouldn't a refund go without saying?
In the end I saw I wasn't going anywhere, and there was no point wasting even more time with these people, so we left.
I will try to see if there is an option of filing a complaint that can be tied to my order like with Amazon, but the supervisor told me there is no option for a phone customer service.
Coming from Japan, I do like Uniqlo and I don't expect the same level of customer service here, but they could do better.
I might try to see how the Bellevue store is, but the Southcenter location is dead to me. read more