Gründlichkeit (346)

Three weeks ago I ordered a few t-shirts at Uniqlo. Within two days I received a message that they handed over the package to PostNL and I could expect my package soon. After two weeks the tracking code showed the message that PostNL was still waiting to receive the package. I therefore decided to contact Uniqlo. It took me a while to find out how the contact the company. In the end I found the contact form to send in my complaint. I entered all the relevant details in the contact form, applied ‘send a copy’ to my own e-mail address, hit the send button, and then nothing happened. Instead, the web page reloaded and returned an empty contact form. No confirmation message, no copy in my inbox. I tried another browser and failed again. I tried a third browser and, indeed, failed again. I came to the conclusion that the reCAPTCHA button is missing in all my browsers (Firefox, Chrome and Safari).

A screenshot from the contact form at Uniqlo. The reCAPTCHA was missing in three commonly used browsers.

Uniqlo doesn’t provide any other option to contact customer service than this contact form. What?! The Man suggested to use Twitter. So I did. There is no Dutch twitter handle for Uniqlo, but there is one for the UK, where Uniqlo Europe is registered as a company.

@UNIQLO_UK I tried to send the customer query form on your website (twice) and failed. The reCaptcha doesn’t show (tried three browsers). Didn’t receive a copy in my e-mail either. How else can I contact you? It’s about a shipped order I still haven’t received (after two weeks)

tweet sent Dec 8th

Three days later and I’m still waiting for a response.

And then this morning the package from Uniqlo got delivered. All the barcodes were covered and this extra message was added, in German:

The message reads that this package accidentally got in the wrong sending stream. DHL received it instead of their competitor (PostNL). A hand-over was impossible and therefore they sent it back without costs.

Thanks to German gründlichkeit my lost package returned. Contacting Uniqlo has proven to be impossible. That’s one store I will never order from again.