Gentle Monster Kuala Lumpur The Exchange TRX — Local services in Kuala Lumpur

Hi,

I purchased a pair of sunglasses on December 25th and was attended to by a lady whose name I can't quite recall. However, she was very nice and polite. Unfortunately, the male cashier who assisted with the fitting was not attentive. While he did warm up the sunglasses for adjustment, his eyes were not even focused on the measurement mat. This made me feel as though he was either being lazy or possibly assuming that I was just another customer who could only afford to buy this product with 5 months salary savings maybe? (even though it was only RM1.4k, lol).

I asked him to adjust the sunglasses twice, but since I was in a rush, I decided to just pay and leave. To his credit, he politely handed me the product in a paper bag upon payment.

Today, I decided to drop by again to get the sunglasses properly adjusted for a more comfortable fit. This time, I was attended to by Siew Yen or Siew Wen (apologies if I got the spelling wrong). She was incredibly patient and helpful, ensuring the adjustment was perfect. I believe she adjusted the sunglasses about 5-6 times without ever showing any signs of frustration or displeasure.

I would like to commend her for her outstanding customer service. Because of her professionalism and care, I am considering returning to purchase a few other designs that I...

Happy customer here. Visited GM a day before CNY. It was packed with many people inside the store and saw 3-4 customers trying glasses and recording for tiktok purpose maybe?

But I observed one staff keep polishing every glasses after each customer tries. Spent almost 20 minutes trying sunglasses without intention of buying but approached a young lady called Rain. (the same lady who keep polishing the sunglasses)

She recommend me of which sunglass suit me the most and explained to me about Bold collections.

Rain remind me about closing time is 5pm (it was 1645hrs) because of the CNY but kind enough asked me to take my own time choosing. I end up buying Billy with 7days exchange if I didnt like it.

Now almost 2 weeks passes by, I satisfied with my Billy & it suits my liking. Thank you Miss Rain & I wish all the best for you, congrats of having a...

Bought my sunglasses a month ago. At that time, the retail staff just handed me my purchase and no offer for an adjustment of my sunglasses were made. There was no explanation of what documents were needed if I wanted an adjustment done either. I finally had the time to make another trip down to TRX and requested for an adjustment to be made but was told that I needed to bring my warranty with me. Obviously I didn't bring it as no explanations were made during my initial puchase. I'm not even requesting for an exchange of sunglasses or making a complaint about a defect. All I want is for my sunglasses to be adjusted so that I don't have to walk around with crooked glasses. This is a huge inconvenience to me as I don't work or live anywhere near TRX and will have to make another trip back here again. I think the company needs to rethink their...