shu uemura Bugis Junction

Absolutely horrible service from disinterested staff at their pop up, I don't know why they bothered to have the event when they didn't care about it

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.

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.

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,

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.

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

Unscrupulous selling tactics ! Will not hesitate to report them as scams ! Service sucks !

Absolutely horrible service from disinterested staff at their pop-up. I don't know why they bothered to have the event when they didn't care about it.

Unscrupulous selling tactics! I will not hesitate to report them as scams! Service sucks!

Used to have incredible service every single time. Changing this review from 5 to 1 as the experience has changed a lot. Lily, on May 25th, was below average. I asked if I could get a brow appointment today, but was flatly rejected with no other options proposed. There was no one around. I asked for an eyebrow pencil I’ve been using for a decade. This is the first time the SA didn’t even bother asking if I’d like her to try it on; she just passed it to me nonchalantly. If it was hard because it was busy, sure, I can understand. But I was the only customer in the store, and there was literally nothing else she was busy with. So, the below-average service can hardly be excused.

VERY BAD EXPERIENCE!! I seldom leave a one-star review, but this time I got really pissed off by their event arrangements. I registered for their CITYMART event very early after they posted it and came all the way, only to be informed on the spot by staff that I had not successfully registered and would not be eligible to attend or receive a door gift. There was no further message to inform whether registration was successful or not after submitting the Google Form (which they claimed they would send via WhatsApp, but I received no message at all informing me I was rejected). Such a waste of time, with no flexible solution offered by staff. This demonstrates bad customer service, and I will not choose this brand any longer.

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 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, 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 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 in Singapore is closely knit, so I hope you don't misrepresent an esteemed company with soiled staff like today. Best,

Disappointment. I booked a 3D brow styling session, expecting professional service, but I was completely ignored. They were busy attending to customers and showed no intention to serve me despite my being early for the appointment.

Disinterested staff. 1) A staff member attended to a lady who arrived after me, because she was wearing branded shoes and a bag. At that time, only she and I were in the store. I stood there awkwardly while the staff member attended to the customer who arrived AFTER ME BECAUSE SHE WAS WEARING BRANDED GOODS. 2) That customer asked to check out an item. The attendant walked around me, ignored me, offering no eye contact, no acknowledgement, nothing. It was as if I did not exist. 3) Common sense. I walked in with a full face of makeup and arrived first, browsing through products as I intended to purchase the Yoasobi x Shu Uemura collaboration. Why would you not approach someone who obviously wears makeup and intends to purchase makeup, but instead attend to someone who APPROACHED 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, where I have encountered excellent service. As a branch hailing from Japan and using their brand name, the improper hiring or lack of proper training for your staff reflects poorly on the brand's reputation. There are other similar reviews with similar comments. This is the only branch with horrible ratings and reviews. 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, given the constant bad reviews dating back 3 years. I hope others who read this review patronize other stores instead of this branch, especially considering how even their regular customers leave scathing reviews.