Muji Reviews 

Very slow shipping as the others have said. In the website it's marketed 2-5 days dispatching but a week later still no update. Emailed them and got a generic response saying it might takes 10 working days to dispatch the order then 5 workings days for the delivery. So three weeks just to get some clothes, not to mention the shipping is not free. This is unheard of by 2025 standard. Even buying from overseas is faster.

Update: as they have just shipped my order I'm now changing this to a 3-star. I hope the MUJI admin pay attention to the reviews and improve their communication. I have bought quite a lot MUJI products in the past and they are all great. This is the first time buying online and it's quite a let down.

Shocking. Abysmal. Awful. I have shopped in Muji's physical stores for years and always delt the quality vs price balance was excellent. My first, and last experience of shopping online with them has changed my perception of them forever, in line with many other reviews. They took my money quickly but then in relation to the product delivery...nothing. I chased them time and again. They were indifferent, telling me to raise an issue if the items I bought as Christmas gifts on November 30th, weren't delivered withing 5 weeks I.e. in January of the following year. I was actually worried it was a fake site at one point. They don't even pretend to value their customers, which I suppose is honest, unlike the way they run the online business. Genuinely saddened after so many years as a customer but will never shop with them again

MUJI cancelled my order for a £200 suit case 2 weeks after they had taken the cash out of my credit card account. They then told me it would take another 14 days to repay me when they debited my card same day as the order in less than an hour. I still haven't got my money back! and its mid December

Dear MUJI Customer Service Team,

I am writing to share some feedback regarding a MUJI luggage that I purchased.

I have been very satisfied with MUJI products over the years and appreciate your minimalist design and overall quality. However, I recently found that the handle of my luggage has deteriorated and decomposed into pieces over time, while the rest of the luggage remains in very good condition.

I genuinely like your products and believe MUJI can do better in terms of the durability of the handle material. In addition, I would like to suggest that MUJI consider selling replacement handles at a reasonable price. This would allow customers to repair their luggage instead of discarding an otherwise perfectly good product, which would also align well with sustainability principles.

I look forward to your reply and hope MUJI will consider this feedback seriously.

Thank you for your time and attention.

Kind regards,
Tony

A campaign should be started to get Muji to look seriously at their website. I have had another experience of a confirmed order, waiting 10 days for delivery information, chase up response, get a cancellation email and wait up to 14 days for refund. My third such experience with no apology

An order was placed with money charged 11 days ago. The product has not been shipped, and zero update from Muji. Contacted Muji customer service, I got a generic email telling me their policy. What I got from them is if I don’t receive the good within 25 days, they will take another 15 days to process the refund. If I don’t receive the refund, I’m required to contact Muji within 3 months or no refund will be entertained. Please can Muji UK management looks at what your company’s doing?! Really shameful!!

Placed an order and 18 days later it has still not been despatched. I have been charged for the order. I have not had an email to advise of or explain delay. I have sent 3 messages via the website's Contact Us page, without a resolution. I will avoid in the future and be referring this experience to a retail ombudsman.

9.95€ for a return? And 8.95€ shipping? Why is returning more expensive than shipping it in the first place?
What a shame that such a nice store is scamming their customers like that.

Unpleasant experience.
Ordered on 12, it took 8 days to get delivered by DPD. Requested to deliever to neighbour well in advance. Finally, ny neighbour's door camera showed nothing mine sent but delievery man said "delieverd". I have chased MUJI for after providing all evidence of undelivery but no follow-up nor reply for 5 days now. Feels like a waste of trust on the brand & money spent

Disgusting customer service. I’ve been waiting nearly a month for a refund to be processed. They have the tracking information and can see that the return was received by the warehouse ages ago, so when I am chasing my refund, they should get this escalated and dealt with asap if they cared about customer satisfaction. They ignored 6 out of 7 of my emails and in the end responded with their refund timescales which have already passed. I may have to escalate this with my bank in order to get my money back. I don’t think I will be dealing with them online again if this is the service received and the amount of hassle it takes for a refund to be made. I don’t recommend online purchases.

Very poor customer service. Waiting nearly 2 months for a refund on a return. Customer service does not reply in any timely manner and I am now having to escalate the issue with Resolver. I will never buy online from this company again.

Avoid ordering MUJI online. DREADFUL customer service. I ordered my item on the 6th of November '25, today is the 12th of November. They have taken my payment money but not despatched as yet?
They sent me a purchase confirmation e-mail,after a few days. Took my money pretty quick too. But now radio silence, am livid. It was a present for my daughter. Cannot find a Customer Service telephone number for them either. Would like some transparency, not silence you have had my money for nearly a week?!!

We just received a beautifully packaged storage box, it was well priced and we're very pleased with the service.

Wish I'd checked the reviews on here. Ordered something in stock. Paid EXORBITANT delivery fee and 11 days later and they still haven't even posted it and can't tell me when I'm going to get it. They really don't give a ****.

I received my order (No. 3276732) on October 8, but unfortunately, the item — PP Trolley 3 Drawer with Casters (18 x 40 x 83 cm, 4547315880188) — arrived broken. I noticed the fracture even before taking it out of the box.

I immediately contacted customer service and asked to receive a new item, but after several emails, I have not received any reply or instructions on how to proceed.

It’s very disappointing to experience such poor communication. I hope this issue will be resolved soon, but so far, the lack of response has been unacceptable.

You guys have the best salted crisps ever, i just went into one of your stores in angel Islington 14/10/25 at 16:25 and was racially profiled by one of your workers. The crisps are located in the back of the store and so i headed straight there and grabbed a bag, as soon as i turned around there she was the little woman staring right at me but quickly tried to walk away when we made eye contact. As i walked towards her i could tell she had practically hurried there so i asked her hey did you just follow me all the way to the back? I just came to grab a bag of crisps. She tried to say oh no i was just looking at something umm umm. I felt so embarrassed for HER that i could not go through with the sale. This store and brand will NEVER see a penny from me again ever. RACISTS!!!

What is with the shipping times? How does it take a week to ship an item in this day and age? Terrible

I placed an order on 3rd July. Plenty of time for the goods to arrive by end of July. Customer service was beyond unprofessional. Japanese people are exceptionally courteous and professional. I saw the shipping was dealt with by an European country. I was wondering if the poor online delivery was linked to the middle country or man plus whether online enquires are responded by AI as opposed to human. I never got any apology or reason for cancelling my order on the day order was out for delivery by DPD. I could not believe the services were fit for current century. I don’t know how to rate Muji. I don’t think I will ever shop from Muji unless I am in Japan. I wish I read all the reviews before placing my order.

Should have read the reviews before making the mistake of ordering an item of clothing from Muji.
Order placed on 22 August.
Not a word from them until 1 September, when they informed me that the order is cancelled and that the money should be back in my account in 14 working days.
Wow, 14 working days! Why not just say three weeks? Unbelievable. This is record-breaking.
Why advertise items that are out of stock or that you cannot procure? And what's with the radio silence? It took you six working days to establish that you cannot fulfil the order? Well, you were quick with one thing: charging my card. Never again will you have that pleasure.

I purchased some items online had it delivered and I made an online return form to have it sent back because it wasn’t good. Had an email confirmation saying the Parcel has been returned but no refund confirmation and it’s been over a month. Whoever’s in charge of the MUJI in UK are terrible. This is not the same level of experience MUJI you receive in Asia. Everything in the UK is really bad customer customer service