Muji Reviews 386

Somebody else's order was delivered. Communication with muji was very difficult. Nearly 3 weeks later it it still not resolved

I wish I had checked Trustpilot before ordering.

Shambles.

Horrible timelines for a simple order. I don't expect every retailer to be Amazon quick but I do expect to be able to follow progress and see a timeline of when my basic items will be delivered. Not blindly told 10-15 working days for some pens and a neck cushion.

Oh and they charged me twice and took no responsibility for it - blaming my bank!

Highly recommend not ordering from Muji online.

This was a deeply frustrating and poorly handled online order.

I purchased a pair of sale slippers along with several full-price items. At the time of checkout, nothing indicated the slippers were out of stock — the order went through normally and payment was taken.

After waiting over a week, MUJI issued a partial refund without explanation, without telling me which item had been cancelled, and without any prior communication or apology. I only found out what was missing when the parcel arrived.

Selling items that are clearly not available, then quietly refunding customers without notice, is misleading and irresponsible. This is basic retail 101 and MUJI failed completely.

I contacted customer service to clarify what happened and received no response at all. No accountability, no resolution, no respect for the customer’s time.

For a brand that charges premium prices and prides itself on minimalism and quality, this level of customer service is embarrassingly poor. If MUJI cannot manage stock or communicate honestly, they should not be operating an online store. I will not be ordering from MUJI again.

Five emails to Muji about a damaged purchase and requesting a refund. No communication whatsoever, but eventually a refund just showed up in my account with no comms about it. Still no idea what to do with the damaged product since they won't reply to anything. If they want it back they know where to reach me.. for a brand with so many brick and mortar stores in London it's truly shocking to see how bad their online store's reputation is here.

The return link on @mujieurope UK's website had errors and Icouldn't return the product. I messaged MUJI about 10 times — THEY ONLY REPLIED ONCE and never provided a solution. NOW THEIR RESPONSE IS 'THE RETURN PERIOD IS OVER' AND THEY ARE FORCING ME TO KEEP A PRODUCT I DON'T WANT — even though the issue was clearly THEIR FAULT, not mine. They don't even reply anymore. EVERYONE, BE AWARE BEFORE BUYING FROM MUJI. I will delete my complaint if they act ethically and provide a solution, which is fair.

I placed an order at the beginning of December and I’m still waiting for it. I have had no communication with the company at all but they were quick to take the payment! I have no way of contacting them to try & get a refund. My advice is DO NOT purchase anything from this company!!!

Bad experience when ordering a couple of Christmas gifts weeks out and did not receive. I emailed inquiring about if they had a shipping date and was told they are experiencing high volume of orders etc. Could not guarantee I would receive it prior to Christmas. Waited another week and a half and followed up and again and received a response this time saying the order had been cancelled, some items not available (even though they still showed them as in-stock on line). Will not be ordering from them again. Waste of time. So disappointed.

I wish I had read other reviews before buying from Muji! Order placed on Jan 2. Website said non-furniture items shipped within 2-5 working days. After 10 days I contacted them for an update, to be told it was 10 working days. Then, I received an email about a 'partial refund' which was the same amount as the main item I originally ordered (I added some little extras to my order from the sale). As it looked like the main item was not arriving, I emailed to cancel the whole order.

Immediately after, I received confirmation that the whole original order (including calendar) had been shipped.

I'm confused, the whole process seems off, and I have no idea what is going to be delivered!

There is no contact number for online purchases, the physical shops can't help. It's very frustrating.

Do not recommend!

Ordered games table should have known it was too good to be true. They sent fake tracking. That says delivered on Boxing Day. Item never received and PayPal won’t even refund due to their false tracking. Do not order from them!

Terrible customer service. Returned an item in november and I am still waiting for the refund. Tried contacting the customer service but never got a reply. Will never buy anything from them again

I should have read the trust pilot reviews before making the purchase; fortunately, I paid with PayPal, so I was eligible for a refund. I ordered a shoe rack in early December 2025, but it was a complete waste of time. The tracking updates were fraudulent, the item was never delivered, and the company did not respond. According to other reviews, this firm is a complete hoax, so stay away from these scammers!

I would give it zero. Complete scam and refuses to give refunds and didn’t want PayPal to know. Do not buy anything

I left a review in December 2025 and now I leave another review to warn other customers to stay away from Muji. Their online service is the worst I have ever encountered, absolutely despicable service. Emails upon emails, no response to my refund. Emailed again today no response and no refund. If you really want to buy from Muji then please do so in store, online purchase you will suffer. Absolutely horrendous experience. NEVER AGAIN WILL I BUY FROM MUJI!!!!!!!!!!!!!!!!!!!!!!!!

I was looking for an item sold out online. They kept on sending me from shop to shop saying they had it in stock, which incorrect, after the 3rd one I gave up. Pointless to ask in which store it's still available.

One of the biggest fraudulent company order some thing with them only thing I got was a false tracking number. Never received the item so never buy anything from this company.

Avoid shopping for Muji online!!! I have ordered some products and on the website is said it ships within 5 working days. Nothing arrived after a week and I chased them up again, they said it’s now 10 days working days. Then I asked them to cancel the order and refund my money because I am sick of chasing them. The person ‘James’ never replied my email again and just decided to vanish of thin air. I feel like I’ve just been scammed by Muji. My advise is to stay away from any online purchase.

Disgusting. This is Muji, a well known brand and a shop I have bought from across the world for years. I placed my order for just over £50 on the 30/11/25 and the money was taken immediately from my card. Approx 2 weeks later there had been nothing dispatched and the only correspondence was in response to my own. You cannot call them by phone so each time it’s via an online contact form so it’s not an immediate response. The first response I received about my delivery times was a clear cut and paste as it bear no information to my actual order. Eventually after 2 weeks of them implying they had not sent it yet, I cancelled it as I just wanted my money back. I never thought to check the reviews as I trusted the brand after purchasing from them for many years but as you can see it is a disgrace. This was my first ever online order and absolutely my last.
Their online orders are awful and cannot be trusted

I placed my order 9 December, both items I paid for were available. The website clearly stated orders for Christmas were to be placed by 16th December and that it would be 5-7 working days delivery. I was well within the timeframe.

I heard nothing until I contacted customer services 21 December, 11 days after placing the order. While they were apologetic, I wasn't given any concrete information regarding delivery. I was given excuses - Black Friday and Christmas and couriers being behind etc. As a well established company, I would have thought this would be something navigated on a yearly basis. Not a good enough excuse.

I was told 22 December that my order was being dispatched. Then today 23 December, I'm given a partial refund with no explanation. After chasing for answers, I have been informed one of the items is now unavailable

I cannot believe that a large company are so poor at communication with customers. The items were bought specifically for my husband's Christmas present. Not only have they ruined my ability to give him his gift, they took my money and was unable to fulfil the order. All without telling me. It's too late for me to buy a replacement gift and I'm out of pocket until the refund clears in my account

As a first time customer, I am hugely disappointed and I will never buy from this company again. Avoid at all costs. What an absolute shambles.

Ordered a gaming table for a whole family fun Christmas present. Tracking never updated, tracking website froze every time. Delivery was guaranteed before Christmas and has not arrived. Thankfully paid via PayPal and so waiting for case to be resolved and refund is pending. Don't waste your time. Absolute sham of a company, infact I'm pretty sure it's just a scam

I have ordered on the fourth of December / using 10£ online welcome new customer voucher / and I still haven’t received my order and it is not traçable. Apparently because online team is busy before Christmas period! 17 emails later someoene decided to refund me money, means I cannot use the voucher anymore with the new order. Appalling service