MUSINSA - K-Fashion & Style

I have a package lost and I did everything (by everything I mean EVERYTHING, I contacted the website and the local carrier, and knocked all my neighbors’ door asking whether they have my package by accident, and I even go to the trash dumpster to see whether the wrap is there) by myself while the customer service and the local carrier pushing the problem to each other in an extremely inefficient way. The still asked me to do more checking and implying that this is my problem even though I am the victim. I got my responses at least three days after I sent my questions, I feel terrible about spending my entire week and half to have to deal with the other bunch of things they asked me to “double check” again and again and again after finishing a 8 hours shift. Don’t shop from this app. They don’t take any responsibility not even the bare minimum. I highly suspect that such a huge enterprise in fashion industry who spent millions on commercial and even paid for K-pop stars like New Jeans to promote doesn’t include an insurance for their merchants. Terrible experience as a previous loyal customer. One star. Quit.

Is something wrong with the website and the app or is it just me having this problem. I have not been able to access the application since the last two days when the main screen only says “The service connection is unstable. The current server is unstable due to the large number of users. Please try again later.” and that affects my purchase because i am planning to buy some items :(

Be very careful when you purchase as they make return and refund almost impossible. Basically the item will have to be either defective or damaged which means if you got the wrong size or simply feel unhappy with the product, you’re out of luck. Given how common returns are in e-commerce nowadays, it’s unreasonable to have such a ridiculous policy and hide this in the terms. They should at least put this policy in bold and bright color on the checkout page, but obviously they won’t as this might affect their sales and conversion rate. Instead they would much rather you just make a purchase then hate them for not being able to return and never come back. What a sustainable way to keep your business running :) Edit: updating my rating from 1 to 4 stars. After some back and forth with the customer support team and uploaded photos of the product, MUSINSA approved my refund request and let me keep the item for free. The 4 stars update is primarily a kudos to the customer support team. Both Daniel and Lee are both very fast at responding to my messages and eventually helped me resolve the issue. I’ll likely shop with MUSINSA again in the future because they have a great customer support team and I like the style and number of brands they have on the platform. However, I’d like to emphasize again 1) for a brand to be successfully globally, the return and refund process should be made simple. 2) If they still insist on a no return policy, then the policy should be surfaced to the customer on the checkout page so all shoppers are well aware of it.