ComplaintsforMuji USA Ltd
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Complaint Details
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Initial Complaint
09/24/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered and received 3 backpacks that were purchased online. The backpacks did not meet my expectations and also did not match the websites description. Reached out to ************* after facing issues with a faulty link to print my return label and was told the issue would be fixed. After a week of back and forth emails with a man named ***, I realized this is not faulty, but an intentional error. I still have my items, no return label and no refund.Customer response
10/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***** *********
Initial Complaint
07/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I had purchased a 5 story sus oak shelf on June 28 from Muji online store. The package was delivered today. 3 of 5 shelves board has chip off at corner. 2 of 3shelves board has a huge crack at connections.Initial Complaint
05/23/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a shirt with an (unaltered) price tag which priced the shirt at $29.90 When I got home I saw I was charged $39.90 for the shirt. The next day I returned to the shop to receive a refund for the difference, which was in error. However, the clerk insisted that the shirt should have been priced at $39.90 and that they would not issue a credit for the $10 difference. She told me that they had placed stickers on all of the shirts updating the price to $39.90. Although my shirt was clearly not among them, I went downstairs to check the rack. There were 9 of the shirts left on the rack. 5 shirts, like mine, all had unaltered tags priced at $29.90 (same color, model, etc). The remaining four did indeed have stickers over the price tags reflecting the higher price. I brought the 5 shirts upstairs to the same clerk, but she remained firm that they would not issue a credit. I dont know the legality around whether stores can charge a different price at checkout than what the tags reflect, but I do feel that this was not right.Initial Complaint
03/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 2/16 I paid to ship a pair of pants back to **** for a return after they were unable to provide me a working return label. It's now been over a month and I have not received any word from Muji about my return, although I have both called and left a message on their customer service number AND written their help email address multiple times. I want a refund of $56.22, reflecting the $37.42 I spent on the returned pants themselves and the $18.80 I spent shipping them back to the company when they would not provide me a valid shipping label. They absolutely cannot say I have not tried several times over the past month to contact a living person and address this issue. I turn to the BBB because I have no other recourse. I just want to process a return! Screenshots of my shipping receipt and original online purchase receipt attached.Customer response
04/15/2024
Better Business Bureau:
At this time, I have not been contacted by Muji USA Ltd regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
03/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dispute Supporting Documents According to ****'s holiday return policy, for all purchases made between 11/13/2023 and 12/31/2023 are eligible for returns and exchanges through 1/31/2024.I made this purchase on 11/26. All these items were discounted by 30% during the holiday season. However, I encountered an issue with 10 items: 4 cardigans and 6 mens sweatshirts, which cannot be returned. The total value of these 10 items is $251.30. It's important to note that **** didn't **** these 10 items as final sale items at the time of purchase on 11/26. I tried to open and check the webpages of these items that cannot be returned. I found that all the styles were gone, and it said 'Web Page Not Available'. My assumption is that they may have ****ed them as final sale items at some point after 11/26. But certainly Not on the day of my purchase on 11/26, which means Im still within the return window, but they just closed it. Their behavior was completely misled the consumer and contradicted their own return policy.Initial Complaint
12/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I haven't heard from support about my missing order. I just sent them my fourth email regards to order # ********* to their support email and I haven't received a single response. *** never delivered it, it never came to my house. I was literally in front of our door getting all the packages from *** except the order from MUJI. It's almost a week now. I'm a regular customer and I'm so disappointed. I purchase from Muji USA website every month for all my household needs. I've been a regular customer for almost a decade now. I feel very neglected here by customer support.Initial Complaint
12/20/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a suitcase from Muji 2-3 years ago, the 87L beige check in, and have had some recent issues with it. Muji only offers a 1 yr warranty, so has not been able to help in any way when contacted. While traveling, one of the zippers is gonewhich is a special type of zipper that locks into a slot to be able to lock the bag. The bag has also gotten warped. It seems like a waste of a product and bad customer service if they cannot help find a new zipper part of help repair it. Not being able to lock the bag is a big problem. Most other similarly priced suitcases from other brands have support for a suitcase in this time frame. It seems wasteful to throw this suitcase away and be forced to buy a new one, without any other support offered.I live in ************* now, where there is no longer a physical Muji store. I emailed online customer service but they were of no help. I would like to get my bag repaired, have it exchanged for a new one, or be refunded for the purchase.Customer response
01/14/2024
Better Business Bureau:
At this time, I have not been contacted by Muji USA Ltd regarding complaint ID ********.
Sincerely,
***************************Initial Complaint
11/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order through ****'s online store as I have previously in the past. Unfortunately, my package didn't arrive, so I reached out to ****'s customer support they don't have a live chat support, just email and phone call. I reached out via email first about my lost package, and unfortunately, I didn't receive a response just an automated email. I then reached out again just in case my first support ticket email didn't go through. No response, so I thought to call their support number, and I was still unable to get a hold of a customer support agent. I then had to resort to a charge back through my bank, which they're still investigating. Date of transaction: 10/12/2023 Order Number: ********* Claim submitted through bank: 10/28/2023Customer response
12/21/2023
Better Business Bureau:
At this time, I have not been contacted by Muji USA Ltd regarding complaint ID ********.
Sincerely,
*************Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I received part of my order from MUJI . I am missing part of my order even though the company said it was delivered. The package containing the larger item arrived but the smaller item was not included in the package. I received the suitcase included in the picture below but not the slippers. Calls to the company have gone unreturned and emails are unanswered. No response at all.Customer response
11/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
10/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have placed an order online with MUJI on March 2023. Order number: ********* order amount $152.91. I have not received this package, when I asked MUJI *** about resolution, customer service representative did not even look into issue and did not offered anything. I was asked to call my bank after months. Then I become ill and busy dealing with medical issues as such, I missed the deadline with my credit card company because this issue has been going on with **** for so long. I asked them to provide a proof that the package was delivered to my address. However, I have not received any response from them yet. Please help me resolve this issue with them. Thank you.*********************Customer response
11/05/2023
Better Business Bureau:
At this time, I have not been contacted by Muji USA Ltd regarding complaint ID ********.This is the issue with this merchant. They do not respond to any email or phone request to provide a response.
Sincerely,
****** ****
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Customer Complaints Summary
33 total complaints in the last 3 years.
11 complaints closed in the last 12 months.