Staff is really kind n helpful!!! Shop has good variety of products but not too overwhelming. Received my Kuji prize safely and in good condition 🫶🏻 …
Rin :P
1
Poor customer service! The sales staff with short hair at Plaza Singapura was rude and displayed an annoyed look when I want to know the availability of the Kuji. The time that I went wasn’t crowded which I don’t seem to understand the reason why she’s so annoyed when I asked her to check. Other than replying in a rude manner, her action was seen to be rude as she tossed the kuji box at my friend!
Did not expect this poor customer service experience from Otaku House thus I am disappointed with this specific outlet as I don’t experience it at your other outlets!
Kathy Merns
4
Updated edit below -(Very rude cashier asked if they offer plastic bags for my item. She frowned at me then said no, after taking a picture of the item i bought she took a bag and placed my item in it... also kept looking at her phone and didn't serve us until quite awhile later)
Edit: customer support reached out to me, apologies for the misunderstanding, and thank you for the response
Ren (Otaku House)
May 27, 2024, 17:41 GMT+8
Hi Kathy,
Thank you for reaching out to us. We have reviewed this case carefully.
The staff you have feedbacked about is actually a very new trainee who have only been here for slightly more than a week. All the training notes are actually in her phone and when you observed her using her phone, she was actually reviewing the work notes. We have confirmed this as her senior staff who was away for break confirmed she was clarifying operating questions with her via her phone during this time that you saw her on the phone.
For the incident that you mentioned, this new trainee actually did the payment method that you chose for the first time without supervision. Hence, she checked her phone again to review the notes on the operating steps to ensure she did not make mistakes. She also took a photo of the item so she could show her senior and confirm that she did the steps correctly for the item. Our Manager have confirmed all these and also reviewed her messages with the senior staff during the time of your purchase.
As this was one of the first few times she was alone to tend the store, she was deeply engrossed in ensuring she did not make any operating mistakes and in her deep concentration forgot to put on her best with the customer at the counter. For this, she have expressed her deep apology and regret.
The trainee have been sternly reminded that communication with customers is very important and have added to her ongoing training to ensure she don't overlook customer service even while engrossed in learning.
We are very sorry that this caused a bad impression, and are embarrassed that you observed one of our new staff at her compromised moment in her midst of learning. We hope you can give her and us a chance to serve you better in the future. The trainee have also offered to apologise to you in-person if you would like. We would also deeply appreciate if you could remove the bad review in light that our new staff was not deliberately delivering bad service.
Thank you for your kind understanding!
Regards,
Ren
J
1
Called the shop on 1 May 2025 at 1130am . Staff (female)answered the phone with just "hello" . It made me wonder if I called the wrong number so I had to asked if this is Otaku House. Did the management gave this staff training ? Failed service.
A simple "good morning . Otaku House. How may I help you" will suffice.
Kidd Lim
1
Bought multiple kuji tickets online and gotten Prize A, merchandise box was damaged by inhouse delivery. Business owner not sincere enough to resolve the issue, they can't replace because no existing stock and given options to accept it or refund with a single ticket price. They are not empathy towards customer, poor customer experience from them. If I'm the business owner, I could have replace it even buying off from open market and ensure delivery was done in a proper way to improve value to customer. Basically to them, they don't bother as long the main item is not damage and you take it or leave it.
COPIED Replied to owner's response for Suntec's review: Business owner need to ensure that they delivered good merchandise including the box to customer. If customer accepted the condition before buying and yes it is agreed under that condition. However this is not the case, it is within your company issue and it has to be resolved internally between business owner and delivery company. How can it be customer who pay for the item and shoulder the consequence when damaged during delivery arranged by company from warehouse to retail shop?
完美のmmc
1
Cashier service very bad, already bought kuji for 140+dollar at the first bill, and i decided to add on buying some badges, 19.8 dollar cashier refused for using visa payment, she told me that need to be at least 20 dollar for visa...it is just difference of 20 sen??? I already paid for 100+amount for the first bill hello?? Is that mean i just can buy sth once, not wlc for second round????? Very bad attitude
J.R .P
3
For a small shop, I think that it's good enough. For a hardcore otaku fan, i think you'll only be satisfied with one or two things(since i think that the stuff came from china or other aisian countries other than japan. Which might be dissapointing for some people). Here are the list of goods: ugly mario soft toys, some overpriced clothes(not cosplay, but clothes with some letters or pictures related to anime), phone cases(if you're using non mainstream phones, like LG, better not get your hopes up), figurines(notable ones are : alice from sao, shiro from no game no life, one piece, and cant remember the rest.), cups with pics of chibi rem and ram, paper folder( re: zero, nyanko-sensei, and some big animes), keychain( sao characters and even swords and guns, one piece, fairy tale), lottery tickets for figurines like LLen. There are also cosplay clothes to try on and you can order them if you want to buy them. Probably that's what i can remember.
_wofie _
1
The short hair staff was very rude! Asked if the kuji was available and she told me to check it myself. Like can't she check it for me since she's the staff there? Or is that not part of her job scope? Been to many otaku house outlet but never once treated this way by the staff.
Luna Tan
4
Staff was helpful when I was there. A little limited in terms of variety, very few selection of anime/manga.
Rae Bogy
5
A decent selection of anime figures. The young man at the desk was super helpful and friendly. They had a promo discount on a few different brands and appreciated that it wasn't limited to just one.