SANS SANS TAKASHIMAYA

TLDR: Purchased defect item, but got told its essentially my problem I didn't check (granted I had no receipt). - - - - - I bought a top (RTP $49.90) in-person at Taka's store among other items some time last month and only realised later that there was a serious sewing defect when I finally brought this piece out to wear it. You can see from the pictures (please see them lol) - the right sleeve is sewn higher, narrower and shorter than the right, and it does not lay flat on the ground. I emailed customer service to request for a one-for-one exchange, acknowledging my loss of receipt. I was willing to go down at my own time or mail a return package at my expense. CS wrote back that they were unable to process my exchange request as it was worn, and that it was unclear if this defect was a result of customer misuse - stating that it was the responsibility of the customer to check the new pieces at the point of sale before proceeding with it (i.e. its my own fault for not checking). I have receipts in email if anyone wants a look. While I understood it was a slippery slope request that could arguably set a negative precedent (as so argued by their customer service), I found it extremely inflexible given that this defect was clearly a PRE-SALES problem during production, and therefore indisputably *not* a result of POST-SALES customer negligence/misuse. Clearly their policy did not distinguish the two. This, in my opinion, is akin to saying its not their problem they sold me a defect product, but mine because i didn't check and now they cannot ascertain what the cause is (even though its plainly a serious quality control issue to anyone with functioning eyes). Sans & Sans nonetheless refused to give on their stance, and I'm left with a very expensive top that I cannot wear out again unless I fork out more money to privately alter them. I am not an unreasonable paying customer by any means and I am not asking for any monetary compensation/incentive - just a one-for-one exchange for the exact item. I had thought a business with at least five outlets islandwide would take a baseline level of accountability for this...but i'm sure my one review would barely make a scratch on their profits. I'd strongly advise all customers to check all items purchased THOROUGHLY, because according to their policy, its *your* responsibility to make sure they sell you a functioning/wearable item.

I’m really disappointed with the customer service. I received a product that started piling the first time I wore it. When I reached out to customer service, they claimed it wasn’t a manufacturing defect. On top of that, the zipper is poor quality and difficult to use. They asked me to lubricate and use bee wax for stuff I bought $59???? hello this is not $5.9 product? Their CS is so ridic that I can’t be bothered to argue anymore. waste of time. Lesson learned – always double-check before buying from them. After reading other reviews, it seems I’m not the only one with these issues. With this kind of customer service, they’ll struggle to match the quality of other Southeast Asian or even local Singaporean brands.

I didn’t stay long enough to browse properly because two sales assistants kept coming to me to bring clothes for me to try. It felt intrusive and hard-sell-ish. Maybe it will work on some customers but honestly the staff should read the room and only help those who look like they want help or welcome it. I politely said thank you and looked away not one but three times already and they still kept coming to me. Hopefully other branches are less pushy.

Your experience depends on who's available to serve you lol. I visited a week ago and the service was great. Unfortunately when I changed my mind and returned to change sizes for items I bought previously, one of the staff was flippant and acted as if I was burdening her by asking her to do her job. When I asked her to put the new clothes back in the plastic packaging, she rolled her eyes and said "Yeah. I was gonna do it.". Only for me to come home to find my clothes messily folded and stuffed into the bag. WITHOUT the plastic packaging. I didn't watch her pack the items as I went to look around for more clothes but I guess it's my fault for not checking the items AGAIN and trusting her to do as she said. Amazing range of staff hired by the brand, from friendly and helpful to lazy with an attitude problem. Visit at your own risk.

similar to other reviews sharing a warning out there contacted customer service to tell them a clothing of theirs had colour bleeding from it but their argument was there is no quality issue or complaints from any other customer and the label stated to “cold wash separately” how will i know there’s the “separately” word there it’s like a sneaky placeholder for knowing that their clothes won’t be able to be machine washed without a colour run? and allows them to evade any responsibility in such a scenario all they compensated was a voucher which made me speechless why will i still want a voucher from them when they have ruined every other clothing in that wash? even branded ones their cs is really next level all i say is buy at your own risk :) everything is buyer’s fault :) p.s. also did encounter a weird situation at their takashimaya outlet before whereby they kept allowing this group of tourists to take turns bringing more clothes in and taking turns with the one in the fitting room so that there’s ever no need to requeue or wait. it was almost like a play of musical chairs in a fitting room context it only stopped when a more senior staff (i think?) told them that there’s a long queue otherwise the rest of the staff allowed them to continue doing so at the expense of everyone else’s time good luck to those who continue shopping here love the treatment!