Mujionline Opiniones 

Please don’t shop here, far better to just get your stuff elsewhere. I’m saying that as a person who truly likes Muji products but the customer service of Muji eu is abysmal to say the least. Almost 2 months of waiting for them to return my money and no way to know if they even wish to do so.

Ordered an item 1 month ago. It has been handed over the shipping company, who seems to have misplaced the package. Not Muji's fault here. Wrote to Muji who promised to come back with an update within 5 working days. Had to chase it up and asked for a refund instead, but they are "escalating it" as they have not heard from the courier. Will dispute the charges with my credit card company instead. Disappointing.

MUJI has a very unusual returns process. You select the items you want to return, and then, if you want to add more items, you have to edit the return request, which generates two different labels. Unfortunately, I did not realize that both labels needed to be included in the package.

I packed and sent back the entire order in one parcel, but I was refunded only €5 for a single item. I have sent countless emails explaining that I returned several items, but MUJI’s customer service simply does not respond.

What I still do not understand is how returned parcels are checked. They must have seen that the package contained additional items that were not listed on the one return label. As of today, I have received neither any information nor a refund for the rest of the returned items.

I truly did not expect this level of service from a company like MUJI.

Many of the plastic drawers I ordered from Muji EU were damaged. One of them was completely broken.

I haven’t heard back from the customer service yet but honestly I have no trust in the company’s service seeing how damaged my order is.

It’s not worth it.

Avoid Muji EU online shop!

J'attends depuis deux mois et demie un remboursement d'une centaine d'euros, qui je le crains ne viendra jamais vu que le service client fait le mort. C'est inadmissible de la part d'une enseigne tel que muji.

Une livraison incomplète plus d un mois après la commande. Aucun moyen d être en contact avec qq. La pire des expériences de vente en ligne. Passer votre chemin

I ordered several items from MUJI EU, including eight Bamboo Stackable Boxes. I returned these items using MUJI’s official return process and logistics partner (Bigblue), following all instructions and using the provided return label.

MUJI confirmed in writing that the return was received on 2 October 2025. Despite this confirmation, the refund was not processed within the legally required timeframe. Under EU consumer law (Directive 2011/83/EU), refunds must be issued within 14 days after receipt of returned goods. That deadline passed without payment.

I have contacted customer service multiple times. While responses acknowledge receipt, no clear refund date has been provided, and the money has still not been returned.

The issue is not the return itself, but the prolonged delay and lack of follow-through once the goods were confirmed received. I hope MUJI improves its refund handling and communication, as this experience falls short of what EU consumers are entitled to expect.

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”. 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.

J'ai commandé une table en chêne il y a plus de 4 semaines 639 euros + frais de port, la somme débitée le lendemain. Depuis aucune nouvelle et la sensation de m'être fait détrousser. Très déçu par cette enseigne que j'adore au Japon, le service en Europe est scandaleux. Je suis certain que cela ne se passerait pas ainsi au Japon !

Order not delivered, customer service stopped replying and still no refund after almost 2 months waiting.

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.

Incredibly bad return procedures. It has taken Muji 6 weeks since the return package was registered at the delivery firm, to Muji today informing me that I can now look forward to receiving my money back within 21 (!!!???) days. Minus return fee, 9€ if I remember right.

Unprofessional, untrustworthy, avoid the webshop in any cost. They dont take responsiblity of dmanaged items,and do not respect contractual obligations to replace.
Clinet response is unprofessional, and non existent. their mail id, from where they send you reply and demand formore info of dmaged product, doesnot work

Copying the exact case to demonstrate, avoid in all cases. Instore muji is diffrent and i dinot face any issues with them.
Note i removed "@" in all mail ids below as trustpilot doenot allow posting with mail ids, so "@" replced with "AT" in all mail ids below

----------------------------------------------------------
Address not found
Your message wasn't delivered to mujionline"AT"muji.f because the address couldn't be found, or is unable to receive mail.

--------- Forwarded message ---------
From: Amrita Sengupta
Date: Sun, Jun 8, 2025 at 11:04 AM
Subject: Re: a envoyé le formulaire depuis votre page Nous contacter
To: MujiOnline mujionline"AT"muji.fr

Dear Team Muji

Thank you.
Please find as requested the information, with attached the scans/photos/details,
Note only 1 product/piece, that is: 1 "FACE TOWEL, 34*85cm off white, twin pile with loop" is damaged, i attached the bar code ofthe product.
All the other 30 items that were ordered, were delivered in perfect condition,including the other 10 towels.

I remain available for any other question

Best Regards
Amrita

On Thu, Jun 5, 2025, 09:04 MujiOnline mujionline"AT"muji.fr> wrote:
Dear Amrita,

Thank you for your email.

In order to process your request, please send us the following information:

- a photo of the package
- photos of defective products
- a photo of the product lot on the packaging
- the product code
- quantity of damaged product(s)

Thank you for choosing MUJI.

Kind regards,
MUJI Customer Services

Bien cordialement,
L'équipe MUJIOnline

Ryohin Keikaku Europe Limited

On Wed, Jun 04, 2025, at 03:53 PM, Amrita Sengupta wrote:

Envoi du formulaire de contact
Un utilisateur a envoyé le formulaire de contact sur MUJI FR - Ryohin Keikaku Europe Ltd
Détails
Nom complet :
Amrita Sengupta
Adresse e-mail :
Numéro de téléphone :
Numéro de commande :
20068106
Commentaires/questions :
Hello Team Muji

Thank you for shipping the items, all of the items are alright.

BUT 1 article is DAMAGED, item name "FACE TOWEL, 34*85cm off white, twin pile with loop".
In two areas string is coming out and the is see thorugh/torn/and a hole will appear. I can send the pictures if needed.
I would request to please replace the item, or refund it please. Note i cannot use standard return option as it is asking for a charge, but this is the case of damaged item, and as per policy, is to be covered by Muji. Also please let me know, if i need to return the damaged good,what is the right address and drop off location.
Request to please do the needed asap, and please confirm of the status please.

Best Regards
Amrita

Ordered some clothes for delivery in Denmark. After three weeks still stuck somewhere. Wrote to customer service three times. First two were ignored completely. Third was putting responsibility on me to figure out why the parcel had not arrived! And refused a refund on top of it.

Absolutely ridicolous.

I placed an order on February 2 for furniture totaling €1,173, plus €200 for shipping—hardly a cheap delivery fee. Still, I was excited to receive my items. However, after two weeks with my order status stuck at "pending," I contacted MUJI customer service, only to receive an automated reply with no useful information. As of March 1, my order status remains "Awaiting shipment."

Why does MUJI take my money without clearly indicating at checkout that the items are out of stock? This is shockingly unprofessional.

Regrettably, I didn’t check MUJI.eu’s poor Trustpilot ratings in time. I simply never imagined that such a well-known international brand could be this careless with its customers.

I have recently made an online purchase through Muji Spain website. They contacted me the next day saying that the 2 tshirts that I purchased are out of stock so they would like to give me a refund. Fine.
(I have asked if they could just change the size and sent me the tshirts in other sizes, they told me to make another purchase instead... this policy is so... i don't want to use the S word. )

The thing is the refund amount is incorrect due to their calculation and they refused to fixed it.

When I made the purchase, it was a 20% discount if I buy 2 tshirts - NOT some overall discount. The tshirts are €14.95 each, so when I ordered 2, the total price that I saw in the shopping cart was €23.92. I have screenshots and all!

I bought other things in the same order too.

But then, when they gave me the refund, the amount was only €21.41. They claimed that it's because the discount is on the total price, but it still doesn't make sense! When I sent them screenshots to show them what kind of discount i got, the reply I got was "I received your screenshots, but that doesn't change anything. Sorry for the disagreement". Like what? I told them I would at least expect a better explanation so i understand.

I know it's only the matter of a few euro, but this is a problem of ethic and principle. The entire thing felt like a major misleading in pricing (if what Damian said was right in the email) and it definitely doesn't seem right or ethical
•⁠ ⁠First, it's not my fault that the tshirts were out of stock after I made the purchase
•⁠ ⁠Second of all, if you want to give me the refund, at least give me the full amount that the items were charged for
•⁠ ⁠Also, wouldn't it be better for the business if you just allow us to change the order to the sizes that are available? When you already have the money in the pocket, why would you choose to refund than just changing the order when the customer has actually asked

.
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I would advise to avoid ordering on Muji website at all cost. Perhaps, in store purchase would be less misleading and frustrating, but I'm not sure anymore. After this incident, I feel like I want to avoid shopping at Muji at least for a while for my mental health. As a long-time customer of Muji in other countries, I never thought I would have experienced such disappointment!

Terrible !!!!
Muji withdraws payment for order immediately, but does not deliver the goods!! After 10 days, I wrote customer services to complain that my order had not even been dispatched. It took Muji 3 days to reply, that the order is out of stock!! Why did you take the money in the first place then??

Lång leveranstid så att beställd och betald vara tagit slut, resten av beställningen levererades med 50% fel varor…

A fuir à tout prix !
J'ai commandé des t-shirts en stock sur le site mujionline.eu. Après près de 3 semaine, toujours rien reçu. Après 2 relances par e-mail sur leur adresse service clients/suivi des commandes, aucune réponse. Après appel sur leur ligne service clients (01 85 08 96 30 ), on vous annonce que celle-ci étant fermée, il fault leur écrire sur l'adesse e-mail du service clients, qui, quelque soit le nombre de relances, ne vous répond, de toute façon, pas. Bref, très mauvaise expérience. A fuir ce site à tout prix.

I ordered t-shirts in stock from mujionline.eu. After almost 3 weeks, still nothing received. After 2 reminders by e-mail to their customer service / order tracking address, no response. After calling their customer service line (01 85 08 96 30), you are told that it is closed, you have to write to them on the customer service e-mail address, which, regardless of the number of reminders, does not answers you, anyway, no. In short, a very bad experience. Avoid this site at all costs.

I ordered items from them and 2 weeks after they told me that the items wasn't in stock even though I already paid for the items. Now I will hopefully get a refund. Suck a bad customer service.