Muji Avis 386

The customer service does not follow their online published policies. It states order can be cancelled before dispatched. The online customer support refused, saying because my order was a large order of furniture. No, just stationary which could pass through post box. They suggested refusing the delivery and waiting for it returned to them, then will be refunded. That is, passing the buck to others to waste others‘ time and resources! It was dispatched 4 days afterwards. And I couldn’t refuse the delivery, because it was passed through the post box. So I returned the unused unwanted items. I was deducted £4.90 though the website says £2.95 would be deducted. How dare they!

Muji have great shops in London. I notice that the online shopping is bad so will ensure I avoid this but this is one of my favourite shops and their products are great

Muji UK is basically a scam please do yourself a favour and DO NOT ORDER FROM THEM. They have only delivered half my order - contacted customer service multiple times and they said they will 'look into it' but ultimately never reply/ resolve the matter. They take your money and disappear basically do not ever order from them, its been months of no resolution

DO NOT buy online from this company.

Really poor service. Ordered two sweaters at Christmas, they never arrived instead the delivery company delivered them to a totally wrong address. However, even with photographic proof of this error, Muji has refused to reply to emails. I find this incredibly poor customer service especially from such a well-known brand. Still chasing a refund through my credit card company. Would NEVER buy from them again.

They simply do not complete the refund months later with excuses. After some other emails they don't even respond

I sooo want to give this company a good rating - but . . . I was VERY happy with the quality of the storage drawers I ordered. Well made, delivered undamaged, exactly suited my needs. The BUT is about the delivery. The drawers were c. £29 each (I bought 2). The delivery charge was £29 !!! Buried in the small print it does say Furniture Deliveries take longer . . . BUT I ordered on 3 March - they arrived on 20 March. Sadly the likes of Amazon have set our expectations and 17 days was a disappointment to me - especially paying £29. I truly wish they would sort their delivery prices and duration - because I have always found their products to be very good.

Screw you guys. You don't even deserve one star. I payed an extortionate amount for a bedframe that never arrived including £40 on delivery that didn't come on the date i explicitly payed for, I didn't have a single email update on tracking or anything, muji has no way to contact them or their team only through a webform and when and if they respond they don't have the decency to actually help or take accountability and their responses are beyond unsatisfactory. I will be reporting this company to my bank and the financial ombudsman and the trading standards for stealing £337 from me. This company is blacklisted in my book.

I have shopped quite extensively at Muji over the past decade, and have encountered none of the issues that are reported here. I have had small deliveries, furniture deliveries, damaged items which the customer service desk have refunded or or sent replacements, unwanted or badly fit items that were easy to return and refunded within days. I spend a small fortune each year on clothing, cosmetics, furniture, electronics, cooking equipment including rice cooker, crockery, towels, bedding, stationery, food, clocks, cushions, blankets, bags, storage containers, etc. Most recently Muji have refunded me for a dress I returned and replaced some broken polyprop folders after damage during transit. Good communication. No issues to report at all - I find Muji UK online to be excellent.

Two items ordered arrived damaged. Reported and Muji requested me to send photos and details. I did. They now blank my emails. Had no response. How can this be legal. I would give zero stars. Not letting this go though as it appears to be common practise looking at other people's reviews.

Awful awful online service. They list products but when you purchase the item they cancel the order and refund you. When you contact customer services they provide generic responses stating stock availability. Well why are your systems not aligned as it’s more than stock availability. Your IT systems are stating stock is available but items become unavailable at the moment it is purchased. There also appears a lack of willingness to accept there is a major problem going on in the company or the back end of the stock taking. This has been consistent and continuous from 2025 - to 2026. No improvement at all. It’s like the online arm of Muji is totally separate from the stores which are great. They also take ages to dispatch items when available and refund items. They even deduct postage costs when returning items. That’s how bad this company service is. Avoid at all costs !

I would not order anything from these fraudsters. They have taken money, never supplied the goods and have not responded to emails..... Crooks.
Thank goodness for PayPal and being able to claim a refund. I hope PayPal go after them!!!

Worst delivery service I’ve ever experienced! Never buying from Muji again! No respect for the customer! It’s just lies about delivering and nothing… weeks after weeks! Who is responsible for the UK brand?

I recently ordered online from Muji. After reading some concerning reviews about their delivery, I felt a bit apprehensive. However, my experience turned out to be excellent. My item arrived within the promised time frame, just six working days, and I was delighted with its high quality, thoughtful design, and great value. The product exceeded my expectations, and I truly love it.

I made my order on 06/02/2026, and today is 13/02/2026, but Muji still hasn't dispatch my order. No message showed the items of my order is out of stock. 2 enquiries sent but no response. Muji us a Japanese company, I can't believe their service is such poor. I bought Valentine's day, and it is not going to arrive on time. Very disappointed.

I ordered online when items were in stock (they had to be to be ordered in the first place).

Yet, half of my order didn't arrive and was refunded (I assume it somehow went out of stock?!)

It took around 8 days for the order to be dispatched.

Overall, wouldn't recommend.

Didn't received the goods from MUJI order! No response from the CS

I ordered sale items and snacks on 5 Feb 2026. Confirmed order and took money. Then no shipment for 4 working days. I contacted them online, no reply for 2 days. So I don't know if they have stock or if they will ship to me or not. Will wait for 6 days more to ask my bank to charge back.

First purchase, and will never be buying at Muji again! This store has the most ridiculous policy I have ever dealt with. Purchased a hoodie, size was wrong, and had gone to a different city. Tried to return the item in brand new condition with tag and receipt, only to be told that, because I paid on credit card, I had to return to the original store where purchased was made! I couldn’t believe the stupidity! I then went to about three other stores along my travels and was told the exact same thing. I eventually literally went back to that city, that specific store, only to return it and leave again for another city. They returned it, and refunded the full amount. And then, I had to make a separate transaction because I needed to pay the 10c for the shopping bag!!! Unbelievable! Ridiculous, petty, and downright dumbest store ever! Just got to Uniqlo instead!!!

The in-store experience at Muji is excellent, but the nearest store to Manchester is in Birmingham, so I placed an online order instead. I received an order confirmation on 22 January and then waited over a week with no delivery updates.

I contacted customer service for clarification, as the website states delivery should take 7 working days, but I was informed it would actually take 10 working days. Shortly after this response, I received a partial refund notification without any explanation of which item was out of stock.

When my order finally arrived on 5 February, I discovered that the refunded item was the one I wanted most—and the main reason I paid for postage in the first place. Had I read the Trustpilot reviews beforehand, I would not have used Muji’s online service. The system is extremely slow and does not accurately reflect stock availability.

I purchased 4 items from them in November
They said items were shipped and delivered but no items were delivered to my address.they wouldn’t give me a carrier name here here in the US so I could call and track ,i lost 119.25
They are fraud they take your money and give some phoney Chinese tracking
Don’t buy from them unless you want to donate your money to china