Reviews for The Tinsel Rack Store - Orchard Gateway
J H
1
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!!!
Christelle
2
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
K T
1
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!
emiko
1
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?
Tery Lou
5
Tiffany was absolutely sweet and so helpful when I visited the store. She recommended an item that I ended up trying on right away and I loved it! It’s clear she knows the products really well. It was such a pleasure meeting her, and I truly appreciated her excellent service. 😊 …
Si Ling
5
Tiffany and Esther were so sweet and helpful in store today! Very spot on with size recommendations and even provided styling advice. Had a great conversation during the store’s non peak hours with them, and this is why I shop so much at TTR. <3 thanks TTR for such a great shopping experience always, and always hiring such personable staff
A
1
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.
Jo Ann
3
Horrible service from the online store. I had bought this top and skirt set from when it was first launched within the first 10 minutes.
A week later, MN emailed me to inform me that the top is out of stock due to a mistake with their inventory. I replied the email immediately and contacted them on Instagram to inform them to cancel my order for the skirt (as I don’t want it if it’s not a complete set), but instead they didn’t respond immediately, and sent out the parcel.
All I got in return was a refund for the top and a “we are sorry” 10% discount voucher, while I still have to pay $56 for the skirt which does not even come as a complete set that I ordered.
The customer service wasn’t even helpful, all their vibes were along the lines of “oops not our problem anymore”. 0/10 service
Update: The team worked it out with me to refund the cost of the skirt and the cost of return shipping. I appreciate that.
Javier Tan
3
Super cramped location and the dressing room queue always ends up blocking some of the clothing for customers to look! Clothes are still amazing and they somehow managed to squeeze and organise the place well.
g
1
If you’re ever considering getting a top from this store, word of advice, please just don’t or get one that is not dyed dark. Wore the Nikolas Lounge Ribbon Basic Top in black that I had previously bought from their “raved” pop up store. And to my disappointment, it had completely stained both my innerwear and brand new bag that I bought overseas lol….
The fact that this TTR top cost about $30 and can transfer dye even when I did not sweat a drop is appalling to me. I have tried to remove the stains with make up remover and stain remover but I guess TTR’s only strong point is that the dye is so overpowering..? I suppose I thought of TTR too highly when I expect nothing but decent wear out of this top but I now understand my friends’ perception of TTR being of lower quality.
Also saw another review on the Tampines Outlet, highlighting an issue of discolouration on the cardigan.. I suppose this isn’t an isolated case and that they don’t test colour run. Unless you do not carry any items, do not mind clothings that barely last a single wear or having your other belongings stained, I’d refrain from purchasing! It stains any item that it is in contact with, including my skin. Will be throwing away this top before it starts staining other belongings.
Purchase has been made awhile back and I’m aware it is likely that nothing can be done. Just a psa for anyone considering to purchase…