Onitsuka Tiger Shibuya — Local services in Tokyo

This is my first and only google review because I was so appalled by the service that I decided people need to be warned.

If I could give zero stars, I would.

2nd time visiting and both visits were horrendous. 1st visit was in Dec 2023 and 2nd visit in May 2024. For my first visit, I was only at the first floor.

Having experienced bad service from them, I decided this time I would go the second floor to approach a staff. Seeing as there were only 3 staff there and were already occupied, I decided to queue at the counter to wait for the female staff to finish serving the customer before me.

The female staff spoke nicely to the customer infront of me, speaking in tagalog. It's not a language I understand but I was initially impressed she could speak fluently in other languages. After she finished serving the customer, I waited for her to serve me. Standing infront of her, she acted like she didn't see me. I gave her benefit of doubt and decided to ask another male staff that was standing nearby at this time doing nothing. I approached him to ask if he could help me check for a model that I'm looking to buy. I had to ask twice before he said in a rude tone "WAIT. WAIT.". What am I supposed to wait for? He's just standing there not doing anything. He then walked over to the counter, talking and laughing at the female staff while she look over at how shock I was at their behaviour.

They do not serve you even if they see you standing there needing help, avoiding eye contact, giving rude replies, making you wait and and not getting back to you.

Bad, condescending attitude and service. DO NOT RECOMMEND. I have visited many two other outlets (ikebukuro & yaesu) since and every staff there were friendly and helpful.

I honestly feel that they are selective in who they are willing to serve happily. If you can't put on a good attitude and face in the line of service, it's better that you leave. Honestly giving visitors really bad experience. I have spread word of mouth to my circle of friends to not visit this outlet no...

Here’s a refined version that keeps your tone and flow intact while subtly polishing it:

I want to take a moment to highlight the incredible experience I had with H. Kim at Onitsuka Tiger. She was patient with me from the very beginning, bringing over the catalog to show me styles that weren’t available on the wall and guiding me through options with care and thoughtfulness.

Despite the challenges of my size being sold out in most styles, she let me try on over five different pairs, always going the extra mile to find similar or close sizes. What truly stood out was how much effort and care she put into every detail. She packaged everything beautifully and even helped me put on and remove the shoes, getting down to floor level without hesitation. Her kindness and calm demeanor made the entire process enjoyable, even as she navigated a busy and stressful retail environment.

In the end, she found me a colorway I hadn’t expected to love, but I did—and I walked out of the store wearing them because of how great the experience was. Having visited four Onitsuka Tiger stores in Osaka and three in Tokyo, I can confidently say this was hands-down the best experience.

As someone who focuses on customer experience in my job, I’m always looking for the small details that show how someone goes above and beyond. H. Kim truly delivered a remarkable experience in an environment that can be overwhelming, as anyone who has shopped here knows. Her kindness, patience, and professionalism deserve to...

Visited on 2nd Jan. Great variety, well stocked. Got myself and wife new pair of Tiger

Appreciate that they still operate despite new year. Over crowded, more than the store design could cope with but kudos to the staffs. Well communication and team work among the team members. It must not be easy to work during new year holidays but they tried their best to kept all customers served in a well collaborated manner and super patient.

I would like to HIGHLIGHT THE SEEVICE WE RECEIVED FROM Ms Kim, despite the overwhelming crowd she tried her best to put a smile on her face each time talking to a customer. Also looked them into their eyes, made sure she captured the messages and delivered what customers requested.

Nakamura san too, was handling a few customers and despite the overwhelming situation he remained calm and patient to ensure all requests were answered. I have not seen this level of service and teamwork in my own country.

On the other hand, there’s a fair skin handsome male staff who’s quite rude as she stopped my wife from getting another side of the last pair display shoes to upstairs for fitting (all our stuffs were upstairs). I will not declare the name as everyone deserves a second chance, but you know who you are. I hope you would treat everyone fair and equal...