Review Insights · App Store
UNIQLO: Clothes Shopping
UNIQLO CO., LTD. · 111,709 ratings · ★ 4.8
4.8
★★★★★
111,709 ratings
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Top complaints - extracted from 49 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"uniqlo"
14 negative reviews mention this · 29% of all complaints
★★★★★ "Worst service ever. I can’t believe Uniqlo no longer takes internet returns in stores. I had to open a return case and send everything back which took more than two weeks then they deduct $7 for return shipping. Crazy!" - iambrutallyhonest
2
"store"
12 negative reviews mention this · 24% of all complaints
★★★★★ "No in store Return for Online Purchases. Disappointed that Clothing purchased on the app is unable to be returned at the store. It has to be mailed back." - _cc125
3
"return"
9 negative reviews mention this · 18% of all complaints
★★★★★ "No in store Return for Online Purchases. Disappointed that Clothing purchased on the app is unable to be returned at the store. It has to be mailed back." - _cc125
4
"online"
9 negative reviews mention this · 18% of all complaints
★★★★★ "No in store Return for Online Purchases. Disappointed that Clothing purchased on the app is unable to be returned at the store. It has to be mailed back." - _cc125
5
"shipping"
8 negative reviews mention this · 16% of all complaints
★★★★★ "Editing shipping within seconds is a pain. Cancel and redo? Really. Editing shipping within seconds is a pain. Cancel and redo? Really" - Rogbow
6
"order"
8 negative reviews mention this · 16% of all complaints
★★★★★ "Returns are difficult!. The company should make online returns more consumer friendly! They charge a steep fee to return ($7) and my sizes (3XL) are only found online. It just doesn’t sit right with me that I cannot order online and then return in store! The custo…" - RoliChaccccccccc
7
"page"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Worst UI layout and navigation ever. This app has probably THE MOST CONFUSING navigation and UI layout ever - nothing follows particular logic, hard to predict what page will be located where. It’s almost like they do it on purpose" - Ben333999
8
"anything"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Terrible update. The latest update is trash. You removed the categories, and now I have to scroll forever just to find anything. It’s so annoying!" - PonyKing
9
"doesn"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Worse quality and worse refund and exchange. I have a lot of Uniqlo products bought from physical stores in Japan or Hong Kong or anywhere in Asia and never encounter any quality issues of any Uniqlo products. However Uniqlo US Online shop, they do sell bad quality products with “hole…" - lalazhi
10
"every"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Worst service ever. I can’t believe Uniqlo no longer takes internet returns in stores. I had to open a return case and send everything back which took more than two weeks then they deduct $7 for return shipping. Crazy!" - iambrutallyhonest
11
"clothing"
6 negative reviews mention this · 12% of all complaints
★★★★★ "No in store Return for Online Purchases. Disappointed that Clothing purchased on the app is unable to be returned at the store. It has to be mailed back." - _cc125
12
"returns"
6 negative reviews mention this · 12% of all complaints
★★★★★ "Worst service ever. I can’t believe Uniqlo no longer takes internet returns in stores. I had to open a return case and send everything back which took more than two weeks then they deduct $7 for return shipping. Crazy!" - iambrutallyhonest
📋 All 49 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Worst UI layout and navigation ever
This app has probably THE MOST CONFUSING navigation and UI layout ever - nothing follows particular logic, hard to predict what page will be located where. It’s almost like they do it on purpose
No in store Return for Online Purchases
Disappointed that Clothing purchased on the app is unable to be returned at the store. It has to be mailed back.
Worst service ever
I can’t believe Uniqlo no longer takes internet returns in stores. I had to open a return case and send everything back which took more than two weeks then they deduct $7 for return shipping. Crazy!
Terrible update
The latest update is trash. You removed the categories, and now I have to scroll forever just to find anything. It’s so annoying!
No free returns!?
You can return items with a fee. PLUS, in-store returns of online purchase are not possible! Wow… with so many other clothing outlets offering these services at a minimum, seeing this is surprising and very unfortunate. I tried returning an online purchase in-store and was told NO. Luckily the manager was able to give me a gift card in exchange. But moving forward, using the app is now all RISK. If a size is off or you don’t like anything….You won’t be getting a full refund.
US Only
waste my time, i’m american overseas thinking uniqlo is international brand. apparently this app delivers only in US
I can’t find a menu
I cannot find the list of categories this app is useless
Worse quality and worse refund and exchange
I have a lot of Uniqlo products bought from physical stores in Japan or Hong Kong or anywhere in Asia and never encounter any quality issues of any Uniqlo products. However Uniqlo US Online shop, they do sell bad quality products with “holes”!!!! I understand they dont have a lot of physical stores everywhere in the states. But it doesn’t mean quality is not checked when they are shipped. Especially they are really really really ridiculous procedures to get a refund or exchange. Any photos with holes on a brand new product doesn’t count. You’ve got to ship them back with shipping charge paid again upfront. And then they will inspect it to see if justify for a refund!!!!! I gotta to pay to return the items beforehand and wait for their “decision” that they may or may not refund to you with the shipping charge I have to pay!!!!!!!! It’s not what i expected for an online shop in Uniqlo with a reputation of good quality. Two same styles of items have the same defect. It’s definitely a systematic defect. And I am the one has to go through all the trouble to prove I am right. And they don’t allow you to exchange other style to avoid the defects again at the same price but asked you to repurchase. You know Everytime you need to make up 99$ for free shipping. So I need to buy more for just repurchase the items that I need????? Why I am the one to suffer from their bad quality items. They are using customers as their QC instead of themselves as they are not the one to go through such troubles but the customers. I would not recommend any shopping online at Uniqlo US. Super bad experiences from bad quality products to ridiculous procedures and arbitrary for their defective items.
UI is terrible
I shop at UNIQLO sometimes and the selection at the store is decent enough. But something feels different w/ the app. Besides the selection being kinda bad, the UI is a bit much. I’d rather see product than videos of models. I see the app and I think, have I really been shopping here?
Unintuitive Main Page
It’s hard to find the clothing tab you have to click on the Menu Tab and every time I open the app I got frustrated looking for the main page instead of seeing the images T.T
Hard to navigate
Hard to navigate
Returns are difficult!
The company should make online returns more consumer friendly! They charge a steep fee to return ($7) and my sizes (3XL) are only found online. It just doesn’t sit right with me that I cannot order online and then return in store! The customer service phone line is great, but the customer service at the stores is awful! I will most likely not shop at Uniqlo anymore. Back I go to COS.
The most awkward and unintuitive website/app design ever
This app and web design for shopping is NOT intuitive or easy to use at all. Clothing Types are hidden in the interface, and the main pages are completely useless at letting you know where you need to go without using the search bar. You can’t just hit the “Men’s” button and get a drop down of all the sub categories, such as jeans, sweaters, etc… You hit men’s, and it takes you to style collections, which gives you VERY LITTLE DESCRIPTION on what each style category even means, just random pictures and a few words for you to decipher if what you want is a part of that collection. You want a long sleeve T Shirt? Better hope it’s in the one of the three options that are available to you with a bunch of people sitting on chairs in an empty white room and not in the option with people playing sports or the person casually walking on a sidewalk. Want to use the search bar? Gotta hope the item you want is in stock, cause if it isn’t, it won’t generate any results. Why can’t this app just be a normal shopping e-commerce app?
like the jackets but....
as for the app and website they are Bad. a pain to change the delivery type after creating info. WHY should i have to create a whole new profile just to change the delivery type??? JfC ok and also i have said over and over and over to stop emailing me again and again and again and everytime i unsubscribe i get MORE emails about that etc.... these uniglo company does NOT have respect for their customers, or ex customers
This app is horrible
Filters don’t work at all for sizes or colors. And why are they even showing stuff that is out of stock?
Luck
Registration process to buy too long and painful
Useless
It’s forces an update every time every time I want to use it. The register only accepts your “Uniqlo membership #” which you cannot view while the app is trying to update. No option to add a the Uniqlo barcode to my Apple Wallet. No option to scan receipts of purchases made in-person while the app was stuck updating itself.
Does not work overseas
You cannot use Uniqlo app overseas. They make it so difficult and you need local phone number and blah bla bla just to use the local Uniqlo app. They don’t want to give points
This app is awful
I’ve had to reenter login info so many times! After trying to pay with PayPal it failed accepted my cart so I have to start over. Ughhhhh
Returns
Don’t order from Uniqlo unless you know you won’t return anything. They are the only company I’ve ever seen that doesn’t accept online order returns in their store. They must be mailed back. And the kicker is, they charge you $7 for each online return. What a scam.
$7 fee for every return
Ordered items with direct shipping to the store. They do not allow the returns of online orders in store anymore. For returns I have to pay $7 for shipping back + go to fedex myself. It’s frustrating. With current quality and poor customer service I will not buy anything here again.
Not a fan of the app
App does not seem easy to use. No options to easily access the basics like shirts or anything else. I have to really move around the app to find shirts. As I write this I still can’t find the shirts.
In-Store App Receipts
UNIQLO is great, like literally all of my outfits are from there. But, please fix the In-Store Receipts page in the app! I scan my membership every single time I go to checkout, assuming it'll save my receipt on the app because that's what it's supposed to do, but then get extremely frustrated every time I come to find out that it indeed DID NOT so now I have to stress about finding the physical receipt I always get just in case. I'm starting to learn to not fully rely on the app just yet.
Shipping address
App can change the billing address but not the shipping address.
Can’t return in store
Online orders require shipping back for return with a fee as no store accepts online returns. Quality on many things have lowered over the years with more and more polyester. Probably never buying Uniqlo again.
Bad order fulfillment sync after placing order
I had a bad experience today, annoyed and inconvenience.
I ordered online on the app. It says today i can pickup 2 items which available in store near my house. Waiting for hours, the order still not processed or ready for pickup.
I went to the store where i order online for pickup. The 2 items are literally there in front of me and the staff. They said i cannot pickup until the order status moving to ready for pickup. This is either a Bad Customer Service or a Legacy Outdated tech for order fulfillment. If i am head of Customer Support, i would allow the staff to move the order status when the customer there in the store. If i am the CTO - this speed of order processing - fulfillment is TRASH comparing to how advanced ecommerce and omnichannel should be processed nowadays. Do you really need hours to verify the clothing omnichannel order?
I like Uniqlo. I thought the brand was so good at tech and UX. But i was turned down today.
I write the review as a Senior UX engineer - and a Uniqlo loyal customer.
I ordered online on the app. It says today i can pickup 2 items which available in store near my house. Waiting for hours, the order still not processed or ready for pickup.
I went to the store where i order online for pickup. The 2 items are literally there in front of me and the staff. They said i cannot pickup until the order status moving to ready for pickup. This is either a Bad Customer Service or a Legacy Outdated tech for order fulfillment. If i am head of Customer Support, i would allow the staff to move the order status when the customer there in the store. If i am the CTO - this speed of order processing - fulfillment is TRASH comparing to how advanced ecommerce and omnichannel should be processed nowadays. Do you really need hours to verify the clothing omnichannel order?
I like Uniqlo. I thought the brand was so good at tech and UX. But i was turned down today.
I write the review as a Senior UX engineer - and a Uniqlo loyal customer.
Misleading coupon claims
Coupons never work. Installed the app and created an account for nothing. Waste of time.
You’d think the app would stop promoting itself as you’re using it
Dont think I’ve seen an app so badly designed for a clothing website. Unfortunately I doubt there’ll be fixes as it has been glitchy for over a year, page refreshes if you click an item and attempt to go back, and the app constantly crashing.
1 star for requiring account creation just to VIEW cart
Please remember human centered UX design
Slow, non functional app
I had such a terrible experience navigating the website that I thought, “Maybe I’ll try the mobile app to see if that’s better” - nope, every other page crashes, the menu and layout is still wasteful slow to load and unintuitive categories on the main page….uninstalling this thing after twenty minutes of having it.
Poor shopping experience and horrible customer service
This was one of the most frustrating shopping experiences I’ve ever had. I wasn’t allowed to cancel my order even though I waited over two hours just to add a few more items less than an hour after placing it. They also falsely advertised free promotional items, making it seem like I would receive them, but I never did. If this were an American company, I don’t believe customers would be treated this poorly.
Best clothes, worst site
This is the glitchiest and worst nagivatable site ever
It doesn't work in another country
I'm in Spain and I can't use the app or download a European version.
Won’t open
Current version opens and says can’t initialize.
doesn’t work
App keeps failing and doesn’t work
ATTENTION - EMPTY CART
My cart is empty after trying so many times adding stuff in it. This issue happens over the years after I researched online. It just hurts your business. Pls fix.
Stopped working
App wasn’t great to begin with but not it won’t even load. I get an error message every time I open it. I’ve deleted and reinstalled multiple times but that did not fix the problem.
Error Message
An error message keeps popping up everytime I open the app. You’ll be better off ordering off the website.
The app is a disaster
On the phone for 1 hour & couldn’t get the problems with my order straightened out.
Cancel order button broken
If you attempt to cancel an order the button wont do anything and then when you contact support they will tell you mid chat that they hit the 30 minute cancellation window and can no longer help you before they could cancel the order.
This is so arbitrary and stupid.
This is so arbitrary and stupid.
Editing shipping within seconds is a pain. Cancel and redo? Really
Editing shipping within seconds is a pain. Cancel and redo? Really
Optimize Please
I wouldn’t use this app unless I needed to. The UI is too crowded, home page is unnecessary and unhelpful. Also, if there are too many choices to scroll through, for example, all the women’s blouses, the app lags so much it becomes unusable. Also, just make our in store purchases show up in the app!
Poor quality app
Shirt - Casual shirts. Try to scroll. Super slow and eventually hangs. Bugs like that were common 10 years ago, but now? What a joke. iPhone 15
Password issue
Reset password many times but still not working, can’t log in, Uniqlo technician should fix the system. Thanks
Process takes too long.
After making an order on the app, pickup in store takes too long. Why do I need to wait 5 PLUS days to pickup two pairs of socks?
Poor Dara security and inaccurate coupons
While registering for an account, I was able to hit backward and forward multiple times on the web page without any security verification checks or the usual “you can’t go back to this page with sensitive data” error messages. The pages included my email, password, and date of birth. That is not secure.
The coupons say that if the subtotal is $75 you can apply the coupon. There must be some fine print somewhere that says the sub-subtotal since it doesn’t count shipping because the subtotal of my order was $76 before adding tax.
You have to register for an account to purchase anything, you cannot check out as a guest. They make you verify your email and enter more info during the shipping selection. Data mining, a bit more aggressive than usual.
The coupons say that if the subtotal is $75 you can apply the coupon. There must be some fine print somewhere that says the sub-subtotal since it doesn’t count shipping because the subtotal of my order was $76 before adding tax.
You have to register for an account to purchase anything, you cannot check out as a guest. They make you verify your email and enter more info during the shipping selection. Data mining, a bit more aggressive than usual.
Super slow app
Love the clothes but the app is so slow. Super choppy scrolling - like I’m on dial-up speed. I’ve only had this issue with the Uniqlo app and it’s been this way for years. I’ve obviously updated the app every time I use it but it’s never been good. The website is faster, even on my phone. Doesn’t make sense to use the app if it’s going to be a worse experience.
Sizing is Inconsistent and Return Policy Fee Will Burn a Hole in Your Pocket
Unfortunately, I love Uniqlo’s clothes and unfortunately, they do not have consistent sizing or a reliable measuring system. Sometimes a small fits and sometimes a large fits. Whenever I buy from them I am gambling on having to pay a stupid $7 return fee because of this. If only they were local, I could avoid this bad business practice all together. Their clothes are just too comfy and well designed and that’s the only reason I tolerate their nonsense.
Falls short of competition
The signup experience is a true pain for this app. Many questions are repeated three times. Once you’re signed up different promotional messaging and brands confuse you. The checkout experience is even worse as I chose Apple Pay and had to repeat the same step four time until “pay with Apple Pay” button appeared. Logistics of shipping is at best 2 out of 5 with a 5 day window for potential delivery to their own store in Los Angeles.
Sentiment summary
95%
Positive (4-5★)
2%
Neutral (3★)
3%
Negative (1-2★)