MUJI UK Reviews 74

I ordered only clothes and food (No furniture) on the website. The items then arrived after 5 days.

I ordered some Christmas gifts from here. Only one of the two shipments arrived. GLS were quick to acknowledge that the parcel was lost and forwarded the case, including the financial responsibility, to Muji.

After that, months of back-and-forth emails followed with a customer service department that appears to not aim for a quick and simnple resolution, but instead makes the process as complicated and messy as possible, seemingly in the hope that you eventually give up.

My case is STILL UNRESOLVED, and they have now shifted to simply ignoring my emails. There is also no phone number you can call. And Muji is still holding my money for goods I haven't received.

This seems outright illegal, and I might end up initiate a formal case against them. It is surprising that this online store is still allowed to operate, given the many nearly identical experiences described here.

Wish I had read the reviews for this company before I ordered online. Received items but as they were unsuitable I returned them. …. Still waiting on my refund or any other correspondence from MUJI.
First and last purchase👎👎

I am still waiting for a refund three weeks after they safely received goods in original packaging.Despite several attempts to acquire a personalised response from them, I only get generic bounce back responses. I will never buy online again with them and meantime they still have my £80.

Sent the wrong items and refuses to re-send correct order. Very disappointed. They charged me as well. Probably illegal. Do not buy.

⚠️ WARNING about MUJI (online purchase)
I placed an online order with MUJI and only half of the product arrived.
The worst part isn't the error itself (which can happen)... the worst part is that their after-sales service isn't doing anything to resolve it.
So, I'm warning you here: I don't recommend buying online from MUJI, because if you have a problem, it seems like you just have to accept it and that's it.
If anyone is thinking of ordering, keep this in mind. 👎⚠️ AVISO sobre MUJI (compra online)
Hice un pedido online en MUJI y me ha llegado solo la mitad del producto.
Lo peor no es el error (que puede pasar)… lo peor es que el servicio postventa no está haciendo nada para solucionarlo.
Así que aviso por aquí: no recomiendo comprar online en MUJI, porque si tienes un problema, parece que te toca resignarte y listo.
Si alguien está pensando en pedir, que lo tenga en cuenta. 👎

Bought - Magnetic Stainless Steel Kitchen Roll Holder
4550583622305 £16.95

The customer service is 'CRAP' told them the magnets are too weak on this product won't stay put come back later find it's on the floor or twisted. Want to return.

Their answer send images. My answer how do I prove this by sending image of the product on the floor that won't show you the magnets are weak, so explain how do I do it?

Numerous emails later waiting for an answer no reply . If you're asking for something then reply.

So RUBBISH CUSTOMER SERVICE by
James from MUJI Customer Service (UK)
and probably any other sitting there too, (if no reply) be careful what you buy online because they don't answer eventually had to get my refund from PayPal and if I had to do that which was a lot of time wasted as is now writing this AVOID buying this product or anything you are not sure about. Risk is yours.

Months of going round and round with no progress after all my plates arrived smashed. Have been a loyal customer for many years but the online experience- never again. what a total waste of time and money.

I love Muji's high street stores, but the online experience is incredibly disappointing. I appreciate things can be busy around Christmas/New Year, but when the website tells you to expect 2-5 business days for despatch, I would have appreciated some kind of warning that I should expect delays over the festive period. It has been around a week since I placed my order now, and three days since I received a DPD email saying they had been advised of an incoming parcel, yet the tracking status says they have yet to receive it.

Muji needs to improve their comms and estimates around shipping times. I'm especially irritated as the order included a 2026 diary, which I would like to being using at some point this year!

Muji confirmed my return (defect item) on 18 nov. Over a month later I still have not received my money back. My e-mails to their customer service bounce. And there is no other way to reach them. Horrible customer processes. Buy elsewhere.

Avoid buying Muji online!!! Customer service is a complete shambles. None responsive and slow delivery time.

My recent experience with MUJI’s
My recent experience with MUJI’s customer service has been extremely disappointing and far below the standard I expected from an international brand. After returning items from two separate orders on 10/10/2025, I received inconsistent and incomplete communication regarding my refunds. This is particularly surprising and frustrating because it is the first time I have ever had such an issue with MUJI. Although MUJI eventually confirmed the arrival of the return for one of the orders, I never received any update regarding the second order. Even worse, despite being assured that my refund had been processed and would be credited within 2–5 days, no refund was ever issued. I had to repeatedly follow up, and each response lacked clarity, accuracy, and proper handling of the situation. Overall, this experience has been marked by avoidable delays, poor coordination between customer support and their warehouse, and a lack of transparent, reliable updates. As a customer, it is frustrating to invest time trying to resolve an issue that should have been handled promptly and accurately.
This situation has unfortunately undermined my confidence in MUJI’s customer service. I hope they take meaningful steps to improve their refund processing and communication practices so that other customers do not encounter similar problems in the future. "Dear Bruno,

We thank you for your patience regarding this situation.

We are sincerely sorry for the delay in processing your request.

We would like to inform you that the third party warehouse has now processed your return in order for us to process your refund on our systems.

Your refund has now been processed, you should receive it within 2 to 5 days depending on your bank, weekends and public holidays.

We remain available to assist you,
MUJI Customer Service

Mit freundlichen Grüßen / Kind regards,
MUJI Customer Service (DE/EU)

Ryohin Keikaku Europe Limited” Dear Bruno,

Thank you for your message and for your patience regarding this matter.

We would like to clarify that Order MUJIB6E48946 and Order 5048946 are in fact a single order, which was placed on October 7th. We have received the return of all three items you mentioned:
Flip-Flops – Smoky Blue, Size X
Men’s 2-Way Stretch Brushed Herringbone Collarless Cardigan – Black, Size XS
Men’s Pleat Front Wide Leg Chinos – Black, Size L
The refund of €94.26 was processed on November 28th.
To ensure everything has been completed correctly, we will forward your case to the relevant department to verify that the refund has been successfully applied to your account.
We will update you as soon as we have confirmation.
Thank you for your understanding and patience.
Mit freundlichen Grüßen / Kind regards,
MUJI Customer Service (DE/EU)" If this issue is not resolved immediately, I will be forced to submit a formal complaint through the European Online Dispute Resolution (ODR) platform, which is an official and free service requiring a response from MUJI.

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.

If I could leave zero start I would! This company is a fraud, I placed an order at the beginning of December and have not heard nothing from them regarding delivery. They charged me £4.95 for delivery with no delivery.

There is no number for customer services, the store are unable to assist you as they claim they don’t have access to online orders and they have been instructed not to give out the phone number for customer services.

Absolutely abysmal service!!!!!

I placed an order more than two months ago. They took the payment, but I never received the order. I reached customer service when the order was late, got generic replies saying they were looking into the case and then stopped replying in the last month. No refund. This feels like a scam.

I put in the order and then have not heard anything back, no status of my order for more than a week. I got worried, read trustpilot reviews, read their delivery policy and the expected days to delivery, and I committed myself to waiting. Eventually I got an update that my order was shipped, and everything got easy when it reached Royal Mail, as I knew it was not getting lost. It arrived wrapped very well (excessively cautiously well) and all products were there and fine. It is a 4 star because I don't like not knowing the status of my order. Especially since I am also a EU citizen, I am used to that experience. I do not have a customer accout with Muji but that should not make a difference. And I did not have to interact with customer support.

And yes, I would order again.
(I had ordered kitchen bowls, so breakable stuff).

Very slow customer service.

Many items (plates) I ordered arrived completely broken - I sent Muji an email the same day to notify them, show the pictures and request a refund. I was quite shocked as it was packaged carelessly.

I still haven’t heard anything back - it’s only been a day but this is quite unusual and slow for such a big brand. I have no idea when they will respond to me and then process my refund and judging from the previous reviews I could be waiting a long time…

My order arrived (a kitchen pedal bin) but had broken within a couple of weeks. I reported it, sent videos and photos but customer services have stopped replying to my messages without offering a refund or replacement. I would heavily advise not buying from them. I won't be in the future.

I wish I’d read these reviews before I ordered.

A jacket was delivered to me that the stitching had come undone at the bottom of the pocket.

I contacted Muji to request a return and have ended up in a ridiculous situation.

They won’t accept my return.

They insist on sending a replacement, which I then have to return in order for me to get a refund.

It’s a total waste of time, money and resources, but they state this is how they deal with faulty garments.

The issue is I’m going away, so won’t be home to refuse the delivery. They won’t add information to the courier dispatch. They won’t not send it.

I had to contact citizens advice as I was told by Muji that they don’t accept returns, this is wrong. They are legally required to accept a return of the goods are faulty.

What a complete pain in the arse and waste of time.

A simple return for a faulty item is all I needed. Someone in Muji should take a look at their policies. Acting totally illegally and making the return process ridiculously difficult.

QUOTE BELOW FROM MUJI

Hello Sara,

We do not offer returns for defective products. In such cases, we will send a replacement product directly.

However, if you do not wish to receive a new product, we unfortunately cannot accept returns.

I am a huge fan of Muji - their products are great. I love their clothes, stationery, storage solutions. Normally when I purchase their product online, I bought exactly what I needed so everything was perfect.

In early July, Muji was having a sales so I bought a few things that I needed, plus a few things that were on sale, thinking I'd try something new. This was where my problem
started.

I had to return a few things. So, on the website, it says it may take up to 15 working days to process any returns - that's actually about 3 weeks. I thought, nah, in this day of age, it wouldn't take this long. I was just plain wrong. Yes, it took exactly 15 working days. I had to chase the customer services to see if they had forgotten.

Then, apparently, it may take up to 14 working days to actually issue the refund. - so that's actually another 2 weeks.

Imagine this, I order something which takes about a week to arrive, then I sent some returns back within 2 days, then I have to wait almost 5 weeks to get a refund. The whole process, from purchase to refunds was about 6 weeks!!! Amazing - not!

M&S processed everything quicker when they were hacked!

And I forgot to say that my parcel was delivered to somewhere else that I had to go and fetch because Muji couldn't sort it out.

I can't fault Muji's products and actually customer service was OK. But good God, only ever buy what you need - don't go being adventurous thinking you can just return them. It was seriously painful!