Muji Reviews 146

worst place I have shopped from online. The pictures don't represent what you get in the package and when I contacted customer service they had no will to help me out whatsoever. But I can see from all other reviews that I am not the only one with that experience. Be aware

I returned my order which arrived at the Muji warehouse with DHL as complete return on January 8th 2026. First customer service customer service said it would take 15 working days. Now the end of February i have received nothing and CS is not even responding to my emails.

They are supposed to be a reputable company, they have proven the opposite. They are bringing shame to Japanese companies in Europe.

I regret that I didn’t check Trustpilot before I bought from the website.

I am deeply shocked

Never buy online from MUJI! You do not get your money back when you return an item. I bought a down jacket that turned out to be a bit too small. I returned the jacket at the beginning of January. Muji has confirmed that the return was received 26. January, but I still have not received a refund. I have contacted the company five times without success in getting my money back.

Worst customer service ever.
My order arrived on 18/12/2025 and 2/3rds it was defective. I notified Kundenservice@muji immediatedly and am still awaiting advice today, 7/2/2026 on proper procedure on how to 1) return the faulty items and 2) receive a full refund (including return postage).
Unbelievably unprofessional and unhelpful.

Store did not reach out to me and did not deliver my order. After 3 weeks I contacted them and they said its because of 1 missing item - Why do I have to even contact them in this case? It should be them contacting me on how to proceed.

Anyway, I told them to cancel the article that stopped the package from being sent out. The support promptly cancelled the article and sent out my order.

HOWEVER, they did not refund the money I already paid for this cancelled article. I am still trying to get into contact with them without much success sofar - 2 months later.

I cancelled my order on the 4th of December. I was informed that my refund would be processed within five days. Today is the 19th of January, and I still haven’t received my refund. I have sent multiple emails, but I haven’t received any response.

There is no other way to contact them. I really didn’t expect this level of service from a large brand like Muji. I feel scammed.

Worst customer experience. I order something online and returned part of my order. Shipping status of my tracking link stated "delivered" after 2 days already. After checking multiple times if they received back the item, Muji finally confirmed the item arrival at their warehouse. This was over 3 weeks after I shipped the item. After that the customer support was no longer available. No response on multiple emails. I eventually got my money back via PayPal purchase protection. It's been 2 months and I would never shop there again. Always loved to shop at Muji stores. I don't know what's going on with their online business- it's a nightmare.

I ordered something at the beginning of November 2025 and had to return it since the product (a small suitcase) wasn’t as I hoped for. So I immediately returned the item. It’s mid January 2026. I wrote a couple of emails so far. Nothing happened. They still owe me 149 Euros. Their costumer support is a disgrace.

Cheers!

The previous issue was already resolved.

I strongly advise against placing orders with this company. I have been awaiting a refund since November 2025, which has yet to be processed. Despite the significant amount of time that has passed, the matter remains unresolved. This level of service is unacceptable.

Well, 1,3 stars on here can't be good... They won't give me my money back. Hopefully I will get it eventually.

I ordered from Muji de in September, returned some of the order about a week later and since then I've been fighting to get my money back. It's ridiculous.

I've sent them probably half a dozen mails since October, to which I only got a reply in December. They said that I "should've" gotten a refund, which I hadn't. The amount they said should've been refunded was also 35€ less than what it should be.
I answered, they took another week to reply, then they told me that the problem is on my end??? Even though I've gotten PayPal refunds from other companies in that timespan with zero issues. No suggestions from them as to how to resolve this issue, just a second mail prompting me to rate the customer service experience.
I legit don't understand how this is real, all of this reads more like a skit than a real experience

I've now opened a PayPal dispute because I'm out of ideas as to how else I can get my damn money back.

Oh yeah and as a cherry on top, when I tried to send them another mail the other day their mailbox was full. :)

Something is off in Muji EU and UK. Customer care disappears...impossible to return defect items. This is not a Japanese company which I used to know. Stay away from Muji online and only shop in the store.

I purchased a planner online from Muji. The planner (made of paper, of course) arrived at a Delivery Point only wrapped in a plastic bag (like one for groceries or clothes). It was WET. The pages were soft and soaked when I opened the bag. I took pics and requested a return-refund. They told me that they would accept the item only if it was completely ok to sell again, and that in any case I had to pay on my own to return it. The planner was 13€, and I should pay 9,95€ to return it back. Are we even serious? They simply don't praise for customer service.

Worst experience with customer service ever.
Received a dress with discoloration. They did not reply on the mailaddress for 10 days after reaching out. When I tried another mail address they replied but with leading me on by asking extra pictures and not replying afterwards. They do not reply until the last date of return is reached so I had to pay the return myself although they mention online that the return label is offered (logically) when there's a faulty item. Really feels like scam - don't order online at Muji.

After waiting a month for a refund, MUJI gave me less money than expected. Customer service was unhelpful throughout. I will not be buying from them again. Product feels overpriced for what they deliver.

I placed an order with Muji on June 2nd. It is now September, more than three months later, and I still have not received my goods.

Throughout this time, I have sent countless emails to Muji’s so-called “customer service.” The responses (when they even bothered to answer) were generic, useless, and never provided any concrete information about my order. At one point, they even asked me to reschedule my delivery, after I had already confirmed the original date. That rescheduled date came and went and of course, nothing happened. No delivery, no tracking number, no update, no accountability.

To call this a failure in customer service would be an understatement. It is outright negligence and shows complete disregard for customers’ time, money, and trust. Muji positions itself as a brand of quality and credibility, but my experience reveals the exact opposite: unreliable, incompetent, and disrespectful.

At this point, after waiting 3 months, chasing endlessly, and receiving no resolution, I can say with full confidence that Muji’s online shop is one of the most unprofessional and dishonest retail operations I have ever encountered.

Do not waste your time or money. Ordering from Muji online means risking endless delays, empty promises, and zero accountability.

I placed an order on muji.eu on March 19th, and I have been waiting ever since. Despite multiple attempts to contact customer service, the responses have been slow, unhelpful, and dismissive. Eventually, they admitted that the package never reached me, yet they still refused my refund request. This is completely unacceptable for any retailer, let alone a global brand like Muji. I’m extremely disappointed and will never shop from them again. I strongly advise others to think twice before ordering from this website.

Long delivery time and complicated return policy. I bought shoes, it doesn't fit at all, Muji is asking me to pay for international shipping (which is pretty much 50% of the cost of the shoes). They are also saying that if the packaging was damaged, they will not accept. Obviously I had to open the sealed plastic bag to try it.

I like Muji, but I would never ever buy again from their European shop.

I am fan of Muji products. But do not buy online. Delivery time is slow and return is basically impossible i.e. return service is not implemented in their system.
I god a pair of trousers with terrible fit. Now stuck with them.