URBAN REVIVO ICONSIAM

We came in planning to do some serious shopping, and the clothes were actually quite nice. Although the men’s section had fewer discounts compared to the women’s, we were still interested in buying. However, we ultimately decided not to. Some of the staff were nice, but the fitting room policy was a big issue for us. They have separate male and female fitting rooms, which is understandable, but they did not allow the opposite gender to even stand at the door. I wanted to see how my companion looked in the clothes to give feedback, as they needed my opinion. The staff told my companion to walk outside to show me instead, which felt uncomfortable and impractical. Not everyone feels confident or comfortable doing that. Because of this, we chose not to buy any of the items we tried on, even though some were nice. We ended up shopping at h&m,zara,uniqlo instead where we could shop together without issues. I wasn’t trying to enter the fitting room, just stand outside the door. This was the first time I’ve experienced a policy like this, and unfortunately, it means we won’t be visiting again.

3 months ago

I am writing to formally lodge a serious complaint regarding the service I received today at Urban Revivo, Iconsiam branch. The experience was highly disappointing and raised significant concerns about staff professionalism, service standards, and possible discriminatory practices. I purchased two items at full price. I was informed by a staff member that if I wished to receive a discount, I would need to register for an online membership on my own. While I was standing and completing this registration without any assistance, the staff member chose to attend to other customers. After completing the registration, I was instructed to proceed to the self-checkout counter and complete the payment by myself. The staff member immediately turned away to serve another customer. When I asked for assistance, the staff member responded with visible displeasure and an inappropriate facial expression, which made me feel extremely uncomfortable. What is particularly concerning is that I observed other customers—many of whom were purchasing items discounted by up to 70%—receiving full service from staff and being assisted with payment at the counter. They were not directed to self-checkout. This inconsistency strongly suggests unequal treatment and raises serious questions about your store’s service policy and its implementation. Furthermore, while staff members politely asked other customers about their preferred bag size, my two full-price items were forcibly placed into the smallest bag available without any consideration or consultation. This careless presentation made the items appear undervalued and conveyed a clear lack of respect toward me as a customer. Overall, this experience was unacceptable and far below the standard expected from a brand operating in a premium location such as Iconsiam. Customers should never feel disrespected, ignored, or treated differently based on pricing, promotions, or staff discretion. I request a formal explanation of your service policy regarding membership registration, self-checkout procedures, and service standards, as well as information on what corrective actions will be taken to prevent such incidents from happening again. I also expect this matter to be taken seriously and addressed at a managerial level.

3 months ago