SHISEIDO THE STORE — Local services in Tokyo

Out of my many days in Tokyo, my experience here was not great and hard to forget - popped by the outlet on 12 April 2025 afternoon by chance and purchased a ready-to-eat strawberry parfait. As it had ice cream, I began eating it right after paying while I looked around the other retail items in the shop, thinking it was okay to do so. There were no visible signs indicating that eating inside the store was not allowed, and since there was a Shisedo café area just beside/above the store, I assumed it was acceptable.

Before payment, I believe the staff may have informed us (in Japanese) that the food must be consumed outside. However, as we do not understand Japanese well, we thought she was asking whether we wanted to eat in or take out. We responded with “take out,” and she acknowledged our response and proceeded with the payment. From our perspective, we assumed we had understood correctly.

However, about 15 seconds after I began eating, the same staff member (a short haired lady) came over and tapped me firmly on the shoulder and said “Outside! Outside!” while pointing toward the exit. There was no polite explanation—just a very direct tone and a cold expression. I immediately apologized and stepped outside, but the manner in which it was handled left me feeling embarrassed and uncomfortable.

I fully understand and respect store policies, and I now realize there may have been a misunderstanding. However, I believe the situation could have been approached with a little more kindness or a softer tone, especially considering the language barrier. A simple explanation or a gentle reminder would have made a significant difference. Perhaps, the store could consider indicating messages in other languages for foreigners/tourists to be aware of the no eating-in-store policy.

Though this was just a once off incident, this took me quite a few more interactions with other shop’s staffs for me to retract the impression of how Japanese staff is not friendly and not helpful. This incident made me feel reluctant to approach any staff thinking that I may be treated the same way again.

Sharing this as a constructive feedback to Shiseido team to seriously consider on how you can help improve the experience for other customers in the future.

I took a glance across other reviews posted by other customers and spotted quite a few on poor customer services - perhaps the team should really assess your staffs if they are ready to represent Shiseido and serve...

(最下方有中文建议) The only one star is for all the innocent and hardworking salespersons.

AVOID this place if you are traveler. Otherwise try your best to find a translator and a Japanese salelady in store.

I've been here twice during my visit in Tokyo. The first time is fine, it's very crowded but they tried their best to serve everyone in store. However, the second time is HORRIBLE: As a Mandarin/English speaker and I'm usually shopping with English which is ok in Japan, but this store may have none English sales when you visit them. I have to find a Chinese salelady to help me on the second time I visit there. Her bahavior and attitude ruined everything. My Mandarin is ok so I was fine. But when I purchased some products which only worth 18000 yen, she might be pissed cuz I didnt buy as much as her expect so she turned her tone up and yelled at me when I check out. Well, great work Shiseido by hiring a such unprofessional sales in your Main Store in Ginza...

Went today with a very excited wife wanting to do her shopping here. Walked in and noted there was only 1 other group of customers in the store. 2 staff members at the cash registers, 2 staff members serving the other group and 1 female staff standing to our right to welcome us.

The 1 female staff made eye contact with the wife, and then with me. Looked away and walked to the 2 staff members at the registers and started chatting.

No service for a few minutes at level 1

We went up to level 2, only 1 male staff member there. He's a lot better and more professional but didn't have what we were looking for.

Went downstairs to have another look. Walking down the stairs, the same 2 staff are serving the other group. However there are now FOUR staff just chatting away at the registers. We just walked out.

Heard no greeting too. Going to shop elsewhere where we will actually be seen and heard...