COURTS NOJIMA (The Heeren) — Local services in Singapore

Sad to be writing a bad review for this outlet but bad service needs to be highlighted regardless.

My husband and I had a pleasant experience previously with Mr Ngo Ving Khang when we patronized this outlet on 2 March 2025 to get some items and also installation for said items. Everything from the sales transaction to the actual delivery and installation of items went beyond expectations.

Because of this wonderful experience, we decided to come back to this outlet on 29 April 2025 to get more items for delivery and installation.

First of all, unlike the previous experience, this time round there was barely any staff around to assist us when we arrived at the outlet at about 7pm.

My husband and i had to track down a female promoter near the refrigerator section to inform her that we would like to purchase some items for delivery and installation.

She then proceeded to look for what I presume to be a female supervisor or in-charge on duty to further assist us.

As we were seated at the counter for the details of the sale to be finalized and invoice to be drawn up, we were handed over to another Salesperson by the name of Mr Wong Keen Liong.

Even though the entire procedure took quite a lengthy time, we did not kick up any fuss and was patient throughout regardless the no. of people it took just to complete a simple ceiling fan and air purifier purchase with installation.

The conflict actually occurred on the day of installation itself.

We had arranged for installation of the ceiling fan to be done on 2 May 2025 between the timing 10am - 6pm and I had specially taken annual leave to get this sorted.

However, on the morning of the day of installation, my husband received a call from the Courts personnel who was supposed to carry out the installation. He informed us that he will be doing the installation between 4pm - 8pm instead.

My husband told him that we arranged between 10am - 6pm and he then said that he can only do it between 4pm - 8pm.

My husband then reached out to our salesperson Mr Wong Keen Liong via whatsapp to ask what happened to our scheduled time for installation and instead of trying to resolve the issue for us, at first he just apologized as the installation time slot that we wanted was full then he proceeded to gaslight us by saying that the timing we selected was just a "rough gauge".

Not wanting to argue via correspondence further, my husband just replied thank you.

This is very unprofessional and the installation service and timing selected is NOT free mind you.

We paid for the selected preferred timing.

Should there be any changes, shouldn't Courts extend us with the courtesy of a heads-up given one day prior so that we can make amendments to our schedule?

Poor communication with customer.

Poor service recovery if calling it a "rough gauge" is considered service recovery in the first place.

I could have amended my annual leave to half-day instead or even cancelled it entirely and try to make it home by 6pm instead of wasting an entire day of annual leave for essentially NOTHING!

To Mr Wong Keen Liong, if you would like to stay in the customer service industry, please note that in the future, TAKING ACCOUNTABILITY is everything.

Not an apology to say “sorry full” and instead trying to make it seem that the PAID-FOR installation timing was a free service which we should be aware that it might not be accurate.

Only slightly later after my husband informed Mr Wong that we will be writing in regarding this, then he sprang into action and miraculously managed to arrange for the installation timing as per our initial scheduled timing.

Such poor attitude and only scrambled to take action after realizing that he cannot get away with walking all over us.

Only then the true apology came.

Screenshots of everything are attached and...

Subject: Commendation for Exceptional Service – 🏆 Ace Consultant Yi Ming 🏆

Dear Store Manager or To Whom It May Concern,

I am writing to express my profound gratitude and commend the outstanding service I recently received from one of your Ace consultants, Yi Ming, during my visit to your COURTS HEEREN store. I was searching the market for a complete suite of kitchen appliances—specifically, a new range, refrigerator, cooker hood, induction, washer and TV—which is a significant investment that naturally involves a great deal of research and careful decision-making.

From the moment we started discussing my needs, Yi Ming was the epitome of professionalism and expertise. He and his colleagues: Elvin, Jas, Kelvin’s knowledge of the various brands, features, and technical specifications was clearly comprehensive and reassuring. What truly set them apart, however, was his extraordinary patience. I am typically quite indecisive when faced with such a large purchase and had a seemingly endless list of detailed questions regarding customer feedbacks, different technologies, smart features, and energy efficiency ratings across multiple manufacturers. Yi Ming and his colleagues: Elvin, Jas, Kelvin, not only answered every single question thoroughly and precisely but did so with a calm, friendly demeanor, never once showing any sign of impatience or trying to rush the process. They took the necessary time to walk me through the pros and cons of at least a dozen different models, demonstrating the functionality of key features and even checking inventory and delivery schedules multiple times to perfectly accommodate my timeline for a home renovation; which unfortunately had been delayed multiple times.

This level of detailed attention and dedication defines excellent service. Yi Ming didn't simply sell me appliances; they genuinely acted as a trusted, informed advisor, helping me navigate what felt like an overwhelming range of choices to find the perfect set that met my specific functional needs, budget, and aesthetic requirements. The final decision felt entirely informed and wonderfully confident, which is a direct result of their commitment to customer satisfaction.

Yi Ming’s subsequent follow-up communication to confirm the order and finalize the delivery details was also seamless, reassuring and most importantly, super patient. (I had to contact Yi Ming umpteen times to coordinate as there was so many changes in my home renovation. Really sorry for the inconvenience caused.)

Yi Ming, YOU ARE THE BEST!! 🏆🏆🏆

It is genuinely rare to encounter such a high standard of personalised customer care in a large retail environment. Especially so when I had went to your competitors first before settling with COURTS.

Employees who possess Yi Ming's patience, product knowledge, and willingness to dedicate time to the customer are invaluable assets who truly elevate the entire shopping experience and reinforce strong brand loyalty.

Please ensure this letter of commendation is formally noted in their employment file. They deserve formal recognition and appreciation for their exceptional work.

Thank you for employing staff who provide such excellent service and embody true dedication. I am sincerely touched.

Note: Thank you so much once again Yi Ming! Hope you guys like the pizzas 🍕

Best...

I would like to take a moment to commend one of your outstanding sales staff, Ming (from DREAME), for her exemplary service and professionalism during my recent visits to Courts NOJIMA @ The Heeren.

In early March 2025, I visited the store with the intention of exploring options for a budget-friendly robot vacuum. Upon arrival, I noticed several demo units from different brands and was immediately drawn into comparing the features. At the time, Ming was the only staff member available in that section and was already attending to another couple. I chose to wait patiently, and during this time, I observed her demeanour and approach — she was thorough, patient, and dedicated to assisting the couple. What stood out was her professionalism and attentiveness, qualities that were clear even before she spoke to me.

When it was my turn, Ming greeted me warmly and was immediately ready to assist, without any hint of rush or pressure. Throughout the 30 minutes she spent with me, she remained calm, knowledgeable, and genuinely helpful. She answered all my questions — which were many — with clarity and patience, ensuring that I fully understood the differences between the products. What I appreciated most was that the interaction felt more like an educational experience than a typical sales pitch. There was no pressure to make a purchase on the spot, which made me feel comfortable and respected as a customer. Although I initially intended to purchase a lower-priced model, after speaking with Ming and better understanding the product options, I realized I might be interested in a more premium version. I explained that I needed time to consider, and even though I was not making a purchase that day, Ming continued to serve me with a smile and the same positive attitude. I requested her contact information, as I was confident I wanted to return and make the purchase through her.

Fast forward to early April, I reached out to Ming via text before visiting again, only to find that she was not scheduled to work that day. However, in an impressive show of customer-centric service, she immediately offered to arrange for another colleague to assist me in her absence. I declined this kind gesture, preferring to wait for her. We continued to correspond over text, and she was both responsive and accommodating. Even though the original promotional pricing for the model I was eyeing had ended, she went above and beyond by recommending an upcoming roadshow where I could still enjoy attractive pricing and additional freebies — an option I would not have known about without her initiative.

Thanks to Ming’s dedication, honesty, and commitment to customer satisfaction, I eventually purchased the exact model I wanted, at a great value. Her support throughout this process was instrumental in helping me make a confident, informed decision.

I highly recommend Ming to anyone shopping for robot vacuums — or any other home electronics and appliances — at Courts. Her warm, approachable nature, combined with a genuine desire to assist customers without pressure, is a rare quality in retail sales. Ming is a true asset to your team, and I sincerely hope her excellent service will...