Isetan Shinjuku — Attraction in Tokyo

Isetan is a great department store in Tokyo. They have a lot of selection for food on their basement floor and their brands for clothing range from mid-range to high end.

This department store also has a lot of great pop-up events throughout the year. For example, one of my favorite green tea brands Nodoka had a pop-up shop here for a few weeks even though the department store normally does not carry this brand.

One of Isetan’s biggest events is their annual Salon du Chocolat, which is a chocolate festival that started in Paris and is held in several cities around the world, including Tokyo. During the event, which normally takes place for two to three weeks, they would invite some of the best chocolatiers and pastry shops from around the world, especially France, and throughout Japan such as Es Koyama from Kobe and Hitotsune from Fukuoka.

During COVID they have had to be a little creative with holding this large scale event since they were not able to invite the chocolatiers and pastry chefs from outside of Japan, but this year’s 20th anniversary did not disappoint. They were able to hold the event by limiting the number of people who could go in at a time and requiring masks. This year I got to try several dishes, including a beautiful Colombian chocolate dessert from Tokyo’s one star Michelin restaurant called Le Sputnik and a chocolate tart from a special collaboration between Fukuoka’s Hitotsune and a microbrewery in Tokyo called Vertere.

This was my first time visiting Isetan for Salon du Chocolat since I am normally in New York and the timing of my visits to Japan had never coincided with this event, but I was glad that I was able to check it out even if there were less chefs from...

Disappointing service at Isetan ! Today at the Isetan Shinjuku tax refund counter, I experienced the worst service I’ve ever encountered at Isetan.

My friend, who holds a Hong Kong passport, was unable to process a tax refund because the name on her Alipay account didn’t match the name on her passport. It was a simple issue that could have been explained clearly and resolved with a bit of goodwill.

However, the staff member—a Chinese woman surnamed Li—was extremely rude. Instead of kindly explaining the situation or offering a solution, she bluntly stated that the mismatch meant a refund was impossible. When we asked to speak with her supervisor, Ms. Hirai, Ms. Li stood nearby smirking and rolling her eyes.

Ms. Hirai arrived and tried to address the issue, acknowledging that the refund couldn’t be processed due to the name discrepancy. But even she didn’t sincerely suggest a workaround, such as reissuing the payment using a credit card with a matching name.

While Ms. Hirai was polite, she didn’t take any steps to help Ms. Li understand that her role is to assist customers—not to shut them down with a flat “no.”

In the end, my friend, exhausted, sat down briefly on a stool near the tax refund machine. Ms. Li loudly told her she wasn’t allowed to sit there.

I couldn’t believe this was happening at Isetan Shinjuku—it felt more like a chaotic street market. Even market vendors wouldn’t be this disrespectful.

It’s deeply concerning to see Isetan treat tax refunds not as a final act of customer service, but as a burdensome...

Isetan Shinjuku delivers an upscale shopping experience with an array of positives, along with a couple of factors to keep in mind. The quality of products offered across the shops is undeniably impressive, ranging from everyday items to luxurious finds. The presence of luxury shops adds to the diversity, catering to different tastes.

A pleasant surprise was the serene and beautiful rooftop, providing a calm retreat from the bustling city. It's an excellent spot to relax, study, or simply unwind, all at a reasonable price.

However, it's important to note that the quality of products is reflected in their prices, making this shopping destination not particularly budget-friendly. Additionally, some visitors might find the interior a bit too cold, which could impact the overall comfort during the visit.

In summary, Isetan Shinjuku offers a high-end shopping experience with quality products and luxurious options. The rooftop oasis is a standout feature for relaxation. While the prices might be on the higher side and the interior ambiance cooler, the overall shopping and leisure experience remain noteworthy. If you're willing to invest in quality and appreciate a serene rooftop escape, this could be the...