The Tinsel Rack Store - Orchard Gateway

Visited the orchard gateway store on 17 October (Friday), at around 5pm+ There wasn't any customers in the store and wasnt busy at all. I went in and browse some of the clothes but the staff just stood there staring at the blank space, doing nothing at all, never greet nothing, as if I am non-existence. Then fine. Initially thought of getting the cardigan but this kind of customer service and attitude makes me doesn't feel like getting anything in store. I am here to pick up the clothes I ordered online, I showed the staff the email and yet she doesnt seem to know anything, what to do, face without any emotion, and simply just tell me the items still at warehouse whatsoever, who never deliver the items whatsoever, yet she didn't even bother to go in the stock room to check. She keep scrolling the email on my phone and keep insisting don't have. So I showed and read the message again to her in case she don't understand, it is clearly indicated is ready to pick up in store, what for I came all the way down if it is not ready yet??? Then she went in look, came out with my parcel and give me all sorts of reasons, ohh send me email three times to collect, maybe sent different email or what??? Check my other emails, this and that? I only have one email address for my order, how on earth appear in another email address btw??? I ordered the clothes online or 3 October, and other than ordered received, I did not get any other email, until I personally emailed the staff whether or not my items ready for pick up. Such a huge disappointment for this kind of service!!!

Clothes were not cheap, $45 for a jacket that is thin, with uneven sewing lines. Take note: The customer is forced to fast check the item at the payment counter, as ONLY the payment staff can give customers a new piece, hence customer is not allowed to take their own time to check the item properly because of the queue behind the cashier. Unpleasant experience for the premium price paid. The checking of items at the counter also makes the queue to make payment long. Stupid system

Backwards policy and lack of efficiency for online orders. Buy online at your own risk because refund for store credits will incur a charge of $4 to get it delivered back to their warehouse(?). To add to the frustration, you do not have the option to exchange items in their physical stores either. I got a total of three items but I wanted to get a refund for the baby tee because it wasn't fitting well around my arms but I was notified by the staff after I made my way down to the Orchard Gateway outlet that refunds will cost $4 and that this amount will be deducted from my store credits after it has been approved. Now I have a shirt that I cannot wear. Will not be purchasing from their online store anymore and from their physical stores any time soon. It's a shame because their bottoms really suit pear-shaped bodies like mine and the nearest outlet don't carry the full range of products for me to try-on in store. The exchange period is so short too? Imagine going all the way to Jewel to shop the full range and having to rush back there within 7 days for an exchange should there be any issues. Also, considering the price I paid for the Callas Cargo Skirt $49.90, I shouldn't be dealing with unsightly stitches and having to trim loose threads from it like some cheap Taobao purchase. The skirt is also already starting to look worn out after first wash (light handwash with mild soap btw). Disappointing first purchase. Edit: Had to pick out some of the threads with tweezers. I couldn't cut most of it because it would unravel the entire row of threads. It's so badly sewn. Edit 2: Customer support team was quick to rectify the issue and offered a refund for the skirt. Thanks Sheryn for assisting!

Terrible online service by Min Ni. Would give 0 stars if possible. I recently had an incredibly disappointing experience with The Tinsel Rack. I ordered a pair of Bryton Wide Leg Jeans online and noticed a hole below the zipper after the first wash. I emailed customer service on July 25, 2024, to report the issue and seek a resolution. To my dismay, their response was not only delayed but also unhelpful. They replied only twice: once to ask how I washed the item, and the second time to offer a "solution" of reimbursing up to $5 for tailor service at my own convenience. I am aware that after washing that the item is no longer eligible for an exchange or refund, thats is why I emailed in right away. But for a pair of $49.90 jeans that hasn't been worn a single time was there not a better solution other than reimbursing up to $5 for tailor service? I honestly doubt this tear could even be fixed seamlessly. After this extremely horrible experience, I want full refund as I no longer want to exchange emails back and forth with the customer service. Literally feels like I'm talking to a wall. Edit 1: CS just replied my email after a whole week, saying that they can't determine if its manufacturing fault or it occurred during washing. Even if it occurred during washing, I followed their care instructions of the website, plus denim should be durable. So in the end it is still an issue of quality. They also said "We've sold many pairs of these jeans, and defects like this are quite rare". Quite rare does not mean impossible, and I doubt this pair was singled out to be inspected specifically, so how can they be so sure that my item was not defective?

I bought the Sidra Knit Top in Olive and it furred after just one wash so it's clear that the quality of their clothes (at least for the knit ones) isn't very good. However for the low price I was willing to close one eye. Then I got another skirt (Courtney Pleated Midi Skirt in Sage Green) from them and was shocked to see such a large difference in the colour shown online and in real life. See attached - pic on the left is taken from their website and pic on the right is the skirt i received, photo taken in natural light. So buyer beware - if you really want to buy an item from them, best to see the item personally in store to see the material and colour to make sure you don't get a nasty surprise.