Shop Reviews

I visited the Guerlain store at ION to redeem a sample of their latest serum, and I was extremely disappointed by the service or rather, the complete lack of it from most of the staff. When I arrived, there was a small line at the booth with two staff members present: a trainee and a supervisor named Asmanirah (as shown on their name tags). The trainee was assisting customers, but Asmanirah seemed completely uninterested in helping. Despite a second iPad sitting unused right next to her, she ignored the line (which included myself and two other ladies ) and instead spent her time fiddling with products at the booth. Worse still, she soon walked off to join a group of three other staff, chatting and laughing among themselves. The store was otherwise empty except for one other customer who was already being attended to, so there was absolutely no reason for this neglect. What really bothered me was the impression of discrimination: I and the two other ladies waiting were non-Chinese (all Filipino), and we were left standing there for over 15 minutes. Yet as soon as two Chinese women queued behind us, both Asmanirah and another staff member rushed over with their iPads to assist them almost immediately — giving the clear impression they were prioritizing customers based on race or appearance. This experience was unprofessional and deeply disappointing, especially from someone who appears to be a supervisor. It made me feel unwelcome and uncomfortable, like I was seen as a freeloader simply because I came to redeem a sample. The only positive was the Chinese trainee who eventually helped me; she was friendly and professional throughout. I expected much better from a luxury brand like Guerlain. Management should train staff to treat all customers with the same respect and courtesy — regardless of whether they’re redeeming a sample or making a purchase, and regardless of race or ethnicity. Experiences like this make potential customers feel undervalued and unwelcome.

Local well know brand

came in on 10/03/25 to try the size for a pair of heels i’ve been eyeing, however staff were crowded at one corner and was hard to make eye contact with them. waited 10 mins for it and had to ask another staff if the shoe was getting picked but to no avail. waited for another 20 mins and decided to walk out. just bought my shoes online instead, hope it fits

came in and all staffs were crowded at one corner. no one approached us hence i had to walk over to ask for help EVEN THOUGH we gestured for help. one of the staff that helped us, made it seem like she wna get things over and done with as well. terrible service, rather shop online.

Walked in with broken skin on my toes from my shoes. So comforted to have Wilson serve me. He offered me plasters. Thankful for the service

Need more variety and better prices. It’s somehow empty on the shelves with limited designs. Staff is good.

Like the way there was enough staff that was out in this retail mall to assist the customers despite being on Sun late afternoon and not forget is town area

The staff was nice at first before i was asking for exchange. I didn’t catch her name. After i asked for an exchange for my bag that i bought from jewel, the attitude changed. She was rude, no more smile, not even response when i said thank you. Hello? Is it bad to ask for exchange when we are not satisfied with the product? So different compared to the staff from jewel branch.

Very unprofessional of the long hair staff to give black face in front of customer.. She even said something nasty to another colleague at the cashier. The other staff was so embarassed that she didn’t say anything! The Indonesian customer in front of me even asked another staff if that long hair staff is angry.. Sorry to say. This long hair staff definately needs some customer service training.

Taking this opportunity to thank Anthony at Charlie & Keith Ion Orchard Outlet. Anthony has shown excellent customer service by assisting with every request, and he also went the extra mile by checking the stocks of every outlet for me. He shows great knowledge of the products and is able to provide recommendations - I chose a bag, and Anthony suggested a colour which I like, I checked it online, and it was out of stock, but I did I purchased the same bag in another colour. Anthony is also solution-focused. He provided a great suggestion - I wanted to buy a pair of shoes at the outlet. With the different orders (online order and Instore), Anthony recommended I purchase online. I was able to get an online discount, and it helped lighten my load. You’re terrific Anthony, thanks for the above and beyond service. You heart of the customer is well-received. Blessings and All the best!