House of Kpop JEM

Have been purchasing albums from this store for the past few years ever since it opened here, and sometimes even dropping by just to view and window shop, as it is the first time we have a Kpop albums store in Jurong (or in the west in general). However, during two of my recent visits, I'd encounter bad customer service from the staff members. The first incident was when I was simply browsing the albums, taking my time to look and decide if I'm getting one, and just viewing whatever that were on the shelves. I picked up an album, and proceeded to the cashier to pay for it. To my horror, when I turned around, there was a Malay lady in a hijab who gave me the death stare, she literally just stared at me like I owed her money or something, so unfriendly. Then came the second incident, which happened on 1 Oct, I was excited to get myself an Ahyeon Drip album as I remember seeing it during my previous visit, but I didn't have the budget for an album at that time. So on this fateful day I went, and I picked the album up, scanned it and found a defect at the back. I proceeded to the cashier to try my luck and see if they have other copies, and it was this plump Malay (?) lady with orange/some kinda blonde hair who was manning the cashier. She was busy with some stocks, and I asked her if they had additional copies, to which she replied that they do not, whatever that is left there are the available stocks. I tried again, showing her the defect (a pretty obvious one) and asked her if they do have additional copies, to which she went to the staff access room beside the counter, and spoke to her colleague in the room. She came out awhile later, saying that they do not have it, I asked if they have it in other outlets, she responded saying they don't. So disappointing, but this is not my main point. I went to pick up some Kuromi and Cinnamoroll pens and proceeded to make payment, at this point she was busy with some stocks, sorting them or whatever not, and so I patiently waited at the side, in order not to rush her or give her the impression that I was trying to do so. Once she was ready, she scanned the pens, and I asked for PayWave, I had no idea that it was no available for purchases below a certain amount, and mine didn't hit it. She offered other options, and I chose to use PayNow. Once the payment was completed, I showed her my screen, as any normal customer would do. She didn't even bother to give a glance, so I tried once more, thinking that she was busy when I flashed my screen. Again, her eyes were glued to the payment system, and she simply nodded/shook her head, with a dismissing attitude, to acknowledge my payment. This customer service left an impression on me, and I will definitely reconsider purchasing an album/merch from here if she was the cashier on shift during my next visit. Not sure what her name is, but it says Natqm on the receipt I included in this review, and I visited the outlet on 1 October, 4:11pm. I'm actually shocked seeing that there are other negative reviews on the customer service of the staff members here, as all my previous visits were generally fine, no top notch customer service or anything like that, but nothing quite like my most recent experience. Looks like it would be great if management could look into this and make some changes or something, otherwise you will just be chasing customers away. (For reference, these two incidents happened around the Aug-Sep 2025 period.)

Went here frm 30 minutes away, cuz me and my friend thought it was “open” as it says 11pm closed. We came here, at jem 9:30pm. its closed. why are you making fake timings? you just wasted my time. Want close at 9 something then you better put 9pm on google ya. Not 11pm. what is wrong with all of you? wasted my time, seriously

As usual the staff are awful…. Rude, not helpful, etc… Customer service from hell !!! Product wise, quite good

K-pop albums and items well stocked but staff is unbelievably rude. They will give you hostile stares and constantly monitor your every move even if you're just looking. No attempts by staff to assist customers either. I was gonna buy an album but decided to take my money elsewhere. Based on past reviews seems like this isn't a one-off experience. We don't expect friendly greetings or top-notch service but at least don't make paying customers feel so uncomfortable in a store to the point they rather leave than purchase what they want. House of KPOP JEM, please do something about your staffing choices so as to not sour the experience for consumers who deserve basic respect and decent customer service. For reference, I visited on 23 March 2025, Sunday in the evening.

The staff very rude! very bad experience..She even didn’t give any help and stand there play her phone. When asking for some products, she was not helpful and raised her voice. Do not even give star for this shop.

September 6 2024, arnd 1pm Came with 2 friends and the main thing we noticed was the rude staff. When I asked one of the staff ( not the cashier ) regarding how much the caps were, she rudely replied me asking me to check the back despite me asking nicely. I even apologised and said that I was sorry if I offended her and my friend said that he saw her making gestures about me to her friend. Hopefully she was just having a bad day and not rude on a daily basis but overall still an unpleasant experience. 👎

the staff is rude...unpolite...a very bad experience 🙏🏻🙏🏻🙏🏻the staff even didnot give me any help when i am asking for the album ...feel very dissapointed and unhappy …

Bought a book and upon opening at home the pages fell off and was clearly defective. Went back for an exchange or a refund and was told it wasn't possible and was given a contact to email to request for follow up actions. We have an unboxing video and it wasnt accepted as grounds for immediate refund or exchange despite only purchasing several hours ago. How ridiculous.

Shop assistant bad attitude. When asking for some products, she was not helpful and raised her voice. I spending money still must see her face. Wont patronize here again. Minus stars for this shop.

Have always been buying from them and it has made me satisfied until today when I went to buy enhypen's "DIMENSION : DILEMMA" scylla ver. As soon as I opened the album, I have realize that two of the items that should be inside are missing, the poster and the os player card. I have never occurred in a problem like this before. Honestly,I am quite disappointed by the missing items but it's okay, I may buy another one.

went there today around 1:30pm to buy a lightstick but the person at the counter shows us a grumpy face, while purchasing she did not even smile at us!

Whh didnt u shuffle thr albums how did we all gey the SAME THINF n u guys lied i bet u didnt bring the albums in how did it go oos in one day u guys r liars

STAFF WAS VERY RUDE !! Never patronising again. Staff was very judgy towards paying customers.