This review is for the store that is on 19th Street in New York, NY.I have been their loyal customer for many years...Until today.Don't get me wrong- I love their stuff; I bought almost all my drawing pens (over 60 or more, over time), at least 8 linen jackets, 2 traveling luggage bags, 8 tea cups and saucers, and other beauty supplies and kitchen utensils among many other things. I will give 5 stars to almost all items they carry.But sadly I have to give only one star because their customer service and their silly return policy.And this is what happened this morning:Two days ago I bought a few mechanical pencils and refill leads (about $32 worth) and when I paid, the cashier asked me if I wanted to pay 5 cents for a bag and she told me it was a new policy. I didn't carry a backpack with me at the time so I agreed to pay 5 cents.Today I went back to return all items (including the shopping bag that I paid 5 cents for) and when I got my return receipt I realized that they didn't credit the 5 cents that I paid for the small shopping bag. When I asked what happened to the returned bag the cashier told me the bag cannot be returned because it was 'used', which to me was like new.It was not the 5 cents, you see, that was important, it was the policy they have that works only one way. The cashier said, "You were informed at the time of sale that you were paying 5 cents if you wanted the bag, and we are doing this to cut down the waste." I told him I still demand the full refund including the 5 cents I paid for the bag because the bag was in fact in good condition. He called the manager, the manager came out and he repeated what the cashier told me earlier and refused to give me a full refund. I was a bit upset with their way of conducting business so I told him, "Because of this 5 cents you refused to give me back, now you are going to lose a customer." He said, "Fine."If anyone from Muji's upper management department reads this review, I have a few suggestions:1. Consider giving 5 cents discount when customers use their own bags instead of charging 5 cents for a bag, if you really care about environment.2. If the bag is not returnable, then customers should be told so at the time of sales. And it should be included in the disclaimers at the bottom of receipts in writing.3. Please train your managers/cashiers so they can do a better assessment for situations like this. The manager was so much into winning the 'argument' over 5 cents with a customer who happened to be wearing one of Muji's linen jackets. The manager should have noticed that I was a regular customer at their store immediately.I think what should have happened was:The cashier should have made his own decision quickly without involving the manager, and apologized that it wasn't made clear to me at the time of sale that the bag was not returnable, 'politely'. Then he should have returned 5 cents from his own pocket. Then I would have refused to accept the 5 cents. Then I would be coming back to buy more stuff.I think what should happen now is:The manager should be fired for his poor judgement and bad customer service.
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