Irma C.

Their customer support is terrible. If you have any shipping problems they ignore you, copy-pasting their useless FAQ text back at you and treat you like an idiot. Then when they screw up they say they can't help you or reship.

This is for Tokyo stores in particular, as I haven't been to others.
It used to be a pleasant experience. Recently the staff in both the Odaiba and Shinjuku branches have been terrible. My clothes weren't folded but wadded up and thrust into the bag. Instead of running a price check, in which I was right about the price, the staff member just said no. More recently in the Shinjuku branch there were incorrectly priced items that weren't explained, and staff members called customers to the register without looking then walked away, leaving us to wonder if we had misheard. There was no eye contact, and no interaction on their part.
This service would be terrible even in North America, but in Japan it's truly pathetic. Even though I generally love the style, I've been shopping there much less because of the unhappy experiences.