An extremely warm and kind lady served me. Thank you so much to Ms Candy for your professional and thoughtful advice on the facial cleanser and brow products. I really appreciate her service. I hope that Shu Uemura will recognise her dedication and sincerity in her job. Cheers! Will visit again soon :)
Esther Z
1
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.
Jasmine Zhang
5
Received very good service from Ms. Lily. She is very patient and helpful, letting me try different foundations and helping me choose the right one for my skin. Highly recommend her services! Keep it up!
Lauren Fong
5
Booked a makeover session here for a gala event. My makeup artist, Cathy, 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 clearly explained what each product was and its purpose. 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!
Kai Faisal
2
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,
Cara Toh
1
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.
Alisha Ishak
1
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.
Lee
5
My shopping experience at the Shu Uemura Bugis store was one of the best I’ve had so far. Candy, who assisted me, is one of the sweetest store assistants ever. She was 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 two weeks, and even when served by different assistants, I was always met with a smile.
Sunny Mok
4
Date of visit: Sat 28 Sep 2024
Time: 9 pm
After a late dinner, we stumbled upon this cosmetics store in Bugis Junction.
My friend wanted to try some eyeshadow as she couldn’t get it even.
The consultant applied the eyeshadow for her, on both eyes. She also did her eyebrows to help her look a bit different and avoid droopy eyes.
She also taught her some other makeup fundamentals: makeup primer, foundation, and makeup removal.
Brenda, the consultant, was very friendly and helpful.
She even asked her to return so she could teach her more makeup tips.
Listed is what we bought.
Darryl
5
I had an excellent experience with Carol from the Shu Uemura Bugis branch. She was incredibly patient, 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.