Shop Reviews

Asking Shu Uemura sales to help sharpen your eyebrow pencil is a chore to them. Store just open, no customers. The sales staff said all senior makeup artists are busy. She just doesn’t want to do so she said come back 1 hr later. I went to Bugis also come back 15 mins later. In the end i went Tangs Shu Uemura, no customers but Leona served with a smile. Took time to sharpen my pencil. Perfectly done. I understand sharpening of pencil is free but is a service provided by Shu Uemura. You can always take this chance to introduce new products to clients. If the store is busy I understand. It only takes less than a min! Thanks to Leona and please go Tangs to support her!

I've been using Shu Uemura products for about 20 years and have always been a fan of their products, primarily their brushes, cleansing oil and brow pencils. John has been my go to person at the ION branch and I'm always happy to hear him share his tips. No matter how terrible my brows are, I always walk away with perfectly trimmed brows. It's such a shame Shu Uemura is no longer available in the UK so every time I'm home, I stock up enough to last me for a while until my next trip home.

Booked an eyebrow styling session at 10am on 9 Feb at Ion branch. Shop opened more than 5 mins late. I stood outside to wait. The so called advisor was cold and insensitive. Plucking was very rough and the pressure she applied was unnecessary strong causing me slight pain. I am not satisfied with the eventual shape. Although the session is supposed to be 45 mins, mine ended at 1020 am. When I told her that I have already buy all the products I want from Japan, she was taken aback. Does her training train her to judge customers by their dressing? Her service and attitude bring shame to the brand and the advisors in Japan.

One of the 3 SA don’t even acknowledge my presence when I walked into the store. I can see and understand she’s attending to another customer but the least is to nod or look my way to give some form of acknowledgment would suffice. Instead of pretending not to see me at all. Won’t patronise this outlet again since can’t even show basic customer service

Customer service at this company is very poor to unacceptable. I wrote a feedback to complain about the lousy service I received from the store at ion. Nobody replied. The beauty advisor’s service for ion branch are horrible, unhelpful and rude. They don’t seem to care much about their customers. Always standing around chit chatting. Pretending to be busy multiple times, to make booking for eyebrows trimming hard! End up wasting the whole package cos it got expired! Asked if it’s possible to extend the package cos I’m pregnant. Their reply was NO and walked away before I could say anything.

Visited Shu Uemura today to purchase some items and Kenneth the MUA was extremely friendly and helpful. He realised I was not a Shu Uemura loyalty member and signed me up immediately, informed me about the loyalty points and birthday vouchers I would receive. It was such a wonderful shopping experience there thanks to Kenneth. I noticed the girls working there were also very friendly and helpful whilst serving the other customers. Will definitely pop by again. :)

Unfriendly staff .who do not assist customers when we walk in.Pls be more helpful for customers who are interested in your products. Management pls note first impression lasts and your outlet needs to improve in service

Professional, Detailed, Meticulous and Patient customer service delivered by Yeeling. As a novice makeup user, I was privileged to be served by a professional makeup artist Yeeling. She recommended only the products I requested and gave her expert opinions. There was zero sales pushing and it was akin to buying products from a peer who is expert in makeup. Bought makeup products and brushes from her on 23rd April 2024. Awesome service and will definitely come back again.

Shu Uemura has always been my go-to brand for cleansing oil. I usually receive excellent service from stores, but this particular branch in Ion Orchard was disappointing. I was told that if I buy two of the smaller bottles of cleansing oil, I would get the second bottle at 50 percent off. It was a good deal so I proceeded with the purchase. After paying, however, another sales associate called my attention and informed me that I was misinformed about the promo—the discount only applied to the bigger bottles. I had to give them my credit card again in order for them to fix their error. In exchange for the trouble, they gave me a few samples, but I was already disappointed and it was a waste of time.

John Lucas, the male staff, was unhelpful and sarcastic to me. I shared that the eye shadow case which I had bought, broke. The side fell off. He replied instantly saying "Our customers have used the case for years and it did not break." Was he implying that I was lying or I was the problem? That was very insensitive. Instead of showng empathy, he responded with sarcasm and a defensive attitude. I decided not to buy a new case. I also planned to buy a eyebrow pencil but he was sarcastic and asked me why I wanted to buy another one. Instead of trying to understand my problem. I Bought from Sephora. Their service is excellent!