POP MART Ion Orchard

Hello POP mart I am writing this email to lodge a very serious complaint. I purchased nearly 100 boxes of the Little Prince series blind boxes on your official website. However, when I received the goods, I found that the two boxes of the Super Secret did not have any security code labels. When I discovered this problem, I contacted the online customer service and wrote an email to inquire. But your official website gave me a unified response that the products sold were genuine, and they explained that it was a problem with your warehouse. Is this the way a large company like yours handles such matters? Please tell me how I can verify? You haven't given me any verification methods to verify. How can you say it's genuine? What's the reason? I can also suspect that the products you sent are counterfeit, or that the logistics company replaced my hidden ones. I have no way to verify the products at the moment. I need you to give me a reasonable solution. I need boxes with verification codes and a verification method.

Bought a Molly phone charm on 6 July. Within a few days, the charm broke off. Went back to Pop Mart ION on 13 July with the box and receipt; and they could not exchange the item due to policy of needing to see an unboxing video of the item. Ridiculous exchange policy. I was advised to write to their customer service email which is not reassuring at all. UPDATE: The Pop Mart customer service replied me to say that all after-sales service should be done at the store. While store staff had told me earlier that they couldn’t handle the matter and only the customer service could. Ridiculous!!!!

I am writing to formally lodge a complaint regarding the repeated unprofessional and disrespectful behavior of one of your staff members, Boon Kian, at your ION Orchard store. Every time we visit this location, Boon Kian’s attitude has caused us unpleasant experiences, but today’s incident during the release of the Shiny Shiny Crybaby Plush Toy was unacceptable and left us feeling humiliated and unfairly treated. This is not the first time Boon Kian has acted inappropriately. On a previous visit, he scolded my colleague directly when she attempted to make a purchase. Just earlier today, another colleague of mine, who was queuing at a different time, also witnessed Boon Kian speaking rudely to other customers.Specifically, while holding the last Crybaby plush toy, a customer politely asked if there were any left. Boon Kian’s response was dismissive: “If the person in front of you doesn’t want it, then you can have it.” This tone is unacceptable and not how customers should be treated. As loyal supporters of Pop Mart, we come to your store to enjoy your products — not to be treated rudely and publicly humiliated by staff. Boon Kian’s repeated behavior is damaging to your brand and deters customers from returning. While I was paying for the plush toy with my colleague, Boon Kian confronted us aggressively in public, questioning whether my colleague had cut the queue. Despite my clear explanation that the customer in front of me had also allowed a friend to join midway — and both were allowed to purchase without any issue — Boon Kian chose to question only us. His tone and manner were accusatory and confrontational, making us feel like we were criminals or thieves. This public confrontation was extremely embarrassing. If there are store policies about queuing or purchasing, they should be applied fairly to everyone, not selectively enforced. We were shocked by the double standard. Why were we singled out and treated differently? Why were we questioned, while others were not? Worse still, your staff publicly asked the customers in front and behind us whether they had seen my colleague, as if we had done something wrong. This caused us great embarrassment and humiliation. If such policies exist, why were they not communicated clearly upfront? According to your stated rules, each person is entitled to purchase one plush toy, and we respected that. Yes, my colleague joined later, but many customers were moving in and out of the queue in a similar way and still allowed to make their purchases. Your staff could have calmly explained the policy, but instead we were treated as though we were intentionally breaking rules. We felt publicly shamed and unfairly targeted. If necessary, CCTV footage can be reviewed to confirm the events. Another staff member, a short-haired female, gave us an openly displeased and impatient expression, making the experience even more unpleasant. We are loyal customers who truly enjoy Pop Mart’s products. We queue and purchase because we support your brand, not to be publicly humiliated in your store.

Worst customer experience. Everything on display is not for sale. Most ridiculous business, it won't last long if customers can't buy anything 🤯 …

Got a big hole on it and still fighting with the customer service team. They are SUPER unprofessional and keep ignoring your request. Never ever buy anything from pop mart. A definitely gone soon company.