Have been supporting this chain for 2yrs & experienced some bad experiences throughout which i’ve never raised in the past as i tend to brush it off. still continued to support them just because they have an extensive range of Kuji.
This time i’m done. 0 customer service from both Livestream host & even staffs in stores sometimes.
Played Kuji earlier today and host on Livestream got annoyed and tsk/tch-ed (scoffed?) because i got confused during choosing of prize. Choosing of the 1st prize was my fault as i got confused between the box’s colour, which i apologised for.
The 2nd prize (towel) that i chose was apparently out of stock when no red sticker was pasted on it.
Super disappointed as in the past she was my fav host too. The worst thing happens when some viewers decided to chime in (toxic environment btw) and always sided the Host when they’re at fault (happened many times & i knew because i’m always watching the stream) believe everyone should have fun playing Kuji but your staffs spoiled it.
I’ll collect my remaining orders from y’all and thats it. You just lost my loyalty and business.
P.S. saw that OH responded to a review below claiming that they don’t have a staff wearing specs at Bugis outlet. Total lies as i’ve always went there for my collection and saw the same person. Trying to vaguely push the blame to your customers? They even accuse me of being a fake account leaving fake reviews at their PS outlet (go and see LOL) until i emailed them (as they requested) and would you expect it, 0 REPLIES from them! Shows how much they care for their customers & service recovery. Don’t even bother emailing! Just leave them -ve review will do, lol
Bren A
3
Terrible company. Wrote in about their gacha machines eating a dollar, and one week later… still no reply. We had tried to get a toy, but before we could even put in all 4 dollars, it took 1 and got jammed. This was around 9:45pm. The store was already closed. But as this machine was mechanical (like the ones where you insert coins and turn), and not those with lights (and the voice), we thought it would still work. Don’t bother with these unlike you would like to make a donation to this company. 😒😒😒
Edit: Their replies are a bit slow.. but they did finally reply and paynowed back that $1. So thanks!
Alice Heatherwood
1
Came in to buy some kuji tickets and the staff im black and white apron/overalls was very rude. She took the box and slammed it on the counter then asked me to just open it in such an aggresive manner. I understand that people have their bad days, but that customer service was below the bare minimum; discouraging me from buying more after my first try. Will only come and buy more if she is off shift.
Jeremy Tan
1
[Important Update]: Otaku House responded to my review and asked that I email them with more details, so I did and also left my mobile number as requested. There was then NO FOLLOW UP again on their end. After dropping them another email 2 weeks later, they claimed they called 4 times and could not reach me. Nope. Did not register on my call log. In their shoes, would you minimally drop a message/email to indicate that you have attempted to call? I would drop a message if I cannot get in touch with my friends. This is why I find it hard to believe that they had difficulties contacting me. The manage simply forgotten to get back to me. Just like their staff did (in a couple of hours).
p/s: Save yourself some potential heartache and check out La Tendo upstairs (possible the greatest range of products in SG and better customer service) or Collector Base at Funan (best customer service experience. will spend effort to find out about new releases and remember to call you days after to update you that their site now carries the items), especially if you wish to pre-order / enquire about Anime goods. They will follow up on your queries, no matter how simple they are :)
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Original review below:
You should really read the string of negative comments to have a more accurate expectation of the customer service experience that you will get from Otaku House.
I had my first pre-order experience with them and it was a terrible one. Otaku House should really work on improving their logistics management system.
What's upsetting is their service standards. As the item I've pre-ordered has not arrived, I've left my number for them to call me when it arrives as I walk around the mall.
Unfortunately, both salesperson didn't bother to do so. I went down to the shop much later to realise that the item has arrived and there was no apology for not following up.
Just silence.
Take your sales elsewhere as they clearly do not value their customers.
Axel Aditama
1
Terrible shop, wasted my time waiting for break to be over. Are you on break or close for good?? Make up your mind. Its already 3 pm, there is no way you are on break. If you are looking for a shop like this go to gifts greeting, better time management and same things (maybe even more) being sold there unlike otaku house.