used to have incredible service every single time. Changing this review from 5 to 1 as the experience have changed a lot. Lily today on 25 May was below average. asked if i could get a brow appointment today, just rejected flat and no other options proposed. There was no one around. asked for an eyebrow pencil i’ve been using a decade, this is the first time the SA didn’t even bother asking if i’d like for her to try it on - just passed me nonchalantly, if it’s hard because it was busy- sure, i can understand. But i was the only customer in store & there was literally nothing else she was busy with. So the below average service can hardly be excused
August 19, 2025
Helpful and friendly sales lady advised me to buy a different item that better suited my needs. Turns out it’s cheaper than what I originally wanted. Plus she even gave me some sample packs when she found out I was going to be travelling soon. 👍🏻 …
August 19, 2025
An extremely warm and kind lady served me. Thank you so much to Ms Candy for your professional and thoughtful advises for the facial cleanser and brow products. I really appreciate her service. I hope that Shu Uemura will recognise her dedication and sincerity to her job. Cheers! Will visit again soon :)
August 19, 2025
VERY BAD EXPERIENCE!! I seldom leave one star review but this time I got really piss off by their event arrangement. Registered for their CITYMART event very early once they posted and came all the way down, then got informed just on spot by staff that I did not successfully register and will not be eligible to attend and get door gift. There is no further message to inform whether registration is successful or not when submit google form (which they claim will send by WhatsApp but I receive no message at all to inform I got rejected) Such a waste of time with no flexibility solution by staff, bad customer service and will not choose this brand any longer.
August 19, 2025
Received very good service from Ms Lily, she is very patient and helpful, let me try different foundations and help me choose the right one for my skin. Highly recommend her services! Keep it up!
August 19, 2025
Booked a makeover session here for a gala event. My makeup artist was Cathy, and she was very skilled and did my makeup wonderfully, matching my complexion, skin tone, face shape and eye shape perfectly. I also showed her a reference photo for the type of look I wanted, and she was able to match and tweak the look to suit my specific features better. She also explained clearly what each product was and the purpose of use. I don’t frequently wear makeup, but I felt comfortable the whole night as the makeup was lightweight and easy on my skin. I had a lot of compliments as well, and the makeup also looked great in photos!
August 19, 2025
悪いサービスにはうんざりです!
I am writing to express my deep disappointment with the service I received at your Shu Uemura outlet in Bugis on the evening of 12 April 2025.
As someone who has previously worked for corporate HQs managing retail and cosmetics conglomerates in Japan, I have a profound appreciation for the standards of excellence that Japanese brands are renowned for, standards rooted in omotenashi and a deep sense of pride in service.
Unfortunately, the experience I encountered fell far short of these ideals and, in my view, was a disservice to the legacy and brand image that Shu Uemura has worked so hard to build.
Upon entering the store, I was not acknowledged by the chubby cheeked staff who was present, despite making direct eye contact. Moments later, another customer entered the store behind me and was immediately attended to by the same staff member, who quite literally brushed past me without a word or gesture. The lack of basic courtesy and professionalism was disheartening. Not a single "hi, sorry let me attend to you shortly or how can I help you?" 何もない、ゼロ!!!
In contrast, my experiences with other Japanese luxury beauty brands such as POLA, DECORTÉ, and Clé de Peau Beauté have consistently been marked by impeccable attention and respect, which only made today's incident all the more disappointing.
It is truly disconcerting to witness such disregard in a brand I have long admired. I hope this feedback serves as an opportunity for reflection and improvement, and that future customer experiences will better reflect the esteemed heritage of Shu Uemura.
The Japanese community Singapore is closely knitted so I hope you don't misrepresent an esteemed company with soiled staff like today.
Best,
August 19, 2025
Disappointment. I have booked a 3 D brow styling session, expecting professional service, but I was completely ignored. They were just busy attending to customers and showed no intention to serve me despite me being early for the appointment.
August 19, 2025
Disinterested staff.
1) Staff attended to a lady who arrived after me, because she was wearing branded shoes and a bag. At that time there was only her in the store. I stood there awkwardly while she attended to the customer who arrived AFTER ME BECAUSE SHE WAS WEARING BRANDED GOODS.
2) That customer asked to check out something. The attendant walked around me, ignored me, no eye contact, no acknowledgement, nothing. Like as if I do not exist.
3) Common sense. I walk in with a full face of makeup and arrive first, browsing through the products as I came in to purchase the Yoasobi x Shu Uemura collaboration. Why would you not approach someone who obviously wears makeup and intends to get makeup, but go to someone who APPROACHES LATER. Either they have bad eyesight, or plain disregard.
I am half Japanese and patronize stores like THREE, Shiseido, Shu Uemura and other Japanese brands in Japan and encountered excellent service. As a branch hailing from Japan and using their brand name, hiring or not training your staff properly reflects badly on the name.
There are other similar reviews with similar comments as well. This is the only branch with horrible ratings and review. Shu Uemura is considered a good brand and not a low end brand, yet their customer service in Singapore does not reflect their branding. Either the management here blatantly ignores reviews or there is some favouritism going on here for the constant bad reviews stemming from 3 years ago.
I hope others that read this review patronize other stores and not this branch, considering how their regular customers even leave scathing reviews.
August 19, 2025
Shopping experience at Shu Uemura Bugis store is one of the best I’ve had so far. Candy assisted me and she is one of the sweetest store assistant ever. So patient and friendly! So many other beauty brands should learn from them in terms of being human to consumers. p.s. I’ve been to the shop twice in 2 weeks and although served by different assistants I was always met with a smile.
August 19, 2025
Date of visit: Sat 28 Sep 2024
Time : 9 pm
After dinner a bit late. Stumbled upon this cosmetics beauty store in Bugis Junction.
My friend wanted to try some eye shadow makeup as she couldn’t get it even.
The consultant makeup the eyeshadow for her, both eyes. Also makeup her eyebrows for her to look a bit different and not having droopy eyes.
Also taught her some other makeup fundamentals : makeup primer, foundation and wash up.
Very friendly and helpful consultant Brenda.
She even asked her to return so she could teach her more makeup tips.
Listed is what we bought.
August 19, 2025
I had an excellent experience with Carol from the Shu Uemura Bugis branch. She was incredibly patient throughout, taking the time to understand my needs before recommending suitable products. Carol demonstrated each item clearly, explained their usage in detail, and never rushed the process. Her knowledge, professionalism, and sincerity made the experience comfortable and enjoyable. I truly appreciated her guidance and would highly recommend her service to anyone visiting the store.
August 19, 2025
Great service by linda
August 19, 2025
Good product, Friendly Adele Can give more free gift
August 19, 2025
Adele from Bugis Junction outlet is very friendly and knowledgeable. A good staff to have.
August 19, 2025
LAC staff had extremely bad service, staff don't even know their own product, continue to chit chat when I was inquiring about their product specifications and differences. Asked about product differences for protein powder, answers i got was brand and flavour only. Whereas the products nutritional facts stated differing values of protein, fat, sugar and sodium amounts. Simple thing like total amount of protein powder between two products that weighed 2.91Lb vs 2Lb and they just told me both also 2Lb.
August 19, 2025
Absolutely atrocious service, sales girl super black face like I owe her money like that.
Their shaker bottle is $18.95, daylight robbery.
This is the reason why everyone and their mother is buying online.
August 19, 2025
Special thanks to Ms Adele for her excellent services provided and really appreciate it ! She is the best manager that I ever met !
August 19, 2025
When I first visited the store, I was having some chronic issues like gastritis and was doubtful of any supplements. However, I was served by Shing Ting who is a very knowledgeable ambassador, not pushy at all and sincere in attitude. She also suggests and updates the me on what I would need to get based on the promotions to maximise the savings value, kudos to a very personalised curated service! Thank you, Shing Ting 😄
August 19, 2025
A very efficient and professional LAC outlet. Adele has demonstrated the best qualities of LAC. A great listener and very knowledgeable with products, she is a great asset and examplary role model for LAC. Thunbs up for her great service.
August 19, 2025