Onitsuka Tiger Shinjuku East Store — Local services in Tokyo

I bought a pair of shoes for my uncle and within 2 minutes of leaving the store, my uncle told me he informed me the wrong size so I had to go back to the store to exchange the size.

There was a guy who checked out my purchase earlier who was nice and was saying thank you to all the foreigners in their language.

But this time, another guy was at the counter who processed my exchange. He told me that next time I need to confirm the size before buying because by right they cannot exchange the size for me (in a slightly aggravated tone) I apologized many times and thanked him. It was indeed my mistake after all and I was grateful he still allowed an exchange.

However, when he asked me for my passport, he proceeded to say that people from my country (he said the country’s name out loud) are ALWAYS doing this. (Aka buying the wrong size and exchanging) Mind you, there are plenty of people around and he didn’t exactly say it in a normal tone as he seemed aggravated. I felt embarrassed.

I just felt like it was extremely unnecessary to make a comment like that to me. It’s almost borderline racist.

He did say “thank you for your passport” to me at the end and that was the only time he spoke nicely to me.

I looked at this name tag because I was too appalled by what he said. His...

My friends and I visited the store on 1 November evening time, and we were appalled by the attitude of one of the staff there. Did not catch her name but she had blunt bangs and her hair was in a ponytail. She was behaving in an absurdly hectic manner and telling us to move out of the way despite 1) us already speaking to another attendant, and 2) the store not being crowded and there was no one else in our immediate vicinity. The kicker was when two of us from the group were heading out because of a surge of people coming in, she hurried over to us to tell us to leave more quickly, which was absurd as we were literally already at the exit! I don’t want to jump to conclusions, but the situation was so weird that it’s hard not to believe it was a targeted attack (two of us were wearing hijabs and she didn’t engage anyone else while we were there).

To the store management: not sure if you will read this but I do hope that you go to greater lengths to ensure that your staff are better trained to be polite, patient, and calm, because we do not want others to experience the same...

I’ve been to Japan 6 times and this is the first time I’ve experienced such poor customer service - pointed to a shoe and asked a female staff with short hair if there’s other colour (was looking for navy) but she dismissed me without answering my question. She was mumbling to herself. I then approached another staff, he was more helpful and got me the sizes I wanted. However… when they didn’t have my size but had my bf’s size… we didn’t wanna proceed with the purchase (we wanted to buy both pairs together). He became extremely pushy and insisted for my bf to purchase from this very store and have me get mine from another store. But we were reluctant - so his face turned sour and gave us attitude. Please do not ever visit this outlet if you have the choice. Was scrolling through the other reviews and noticed that most of us have the same opinion about the customer...