Atelier Ong Shunmugam - Singapur

Wei Z.

Beautiful collections, but horrendously rude customer service has sadly really put off a lot of regulars

It’ll be prudent for Priscilla to revamp or retrain the team! It’s quite devastating for a brand as creative & elevated as this to be ruined by … customer service

The overall feeling one comes away is, after spending thousands, there is zero appreciation or attempt to make their clientele feel special!

Frankly shocking for a label whose dresses average around 800+ for the core collection, and close to 300 for OM collection.

These prices in this economic climate, coupled with appalling customer service? ….

Veena L.

Owner had the audacity to call Malay and Indian women "less progressive" than Chinese women. Her actual supremacist mindset is truly backwards. What's more, she uses Indian and Malay influences in her designs while disrespecting the women of these cultures. Profiting off our traditions while brazenly, blatantly insulting us. Her utter ignorance and racism is repulsive and has caused hurt to so many minority race women who are already ostracised from the fashion industry here in Asia. Her brand also has zero diversity with the models they use, but I guess that is just reflective of her narrow minded views.

X L.

Regardless of the clarifications made post-event, the initial views revealed the true sentiments and character of the owner and creator of this brand. Knowing this, I would not support this brand or choose to be associated with this brand by purchasing and wearing their pieces. I think the owner would benefit from further education and exposure, nor just from researching the literature but to also have real friends from mixed background (race, religion, socio-economic etc). Hope she reflects and truly become better after this.

Lauren L.

Terrible return policies and customer service.

First is that they have a ridiculous 3 day window for returns. I've never seen a window such as this - if it was short, businesses would at least let you register your intent to return first. Ong Shunmugam claims that they facilitate returns because they only want their customers to fully love their items, but then impose a strict 3 day window which, unless you have the luxury of time and money, would most likely strand you with a very expensive piece of clothing. It's probably in line with their ethos of exclusivity, although I don't think luxury brands impose these unreasonable expectations too. Their return policies for such expensive clothing essentially reflect a poor respect for their customers. Unless you can find time to drop by their store, you are pretty much expected to express courier your return via Qexpress/Grab/Lalamove. (Plus, their online portal doesn't provide complimentary shipping, even though each item is in the highs 100s/200s range.) Also a great move for sustainability. There is also no evident explanation for why there is even a 3 day window, which is unheard of in retail. I understand a one or two week window, or admin fees to process the return, but there appears no logical reason why any brand would impose a 3 day window unless they were insecure about being able to sell their items. In this case, their items are clearly in demand and the specific item in the size I got was OOS on their site.

Another is their inflexibility and condescending tone throughout. Their staff (Jeanie Ho) was passive-aggressive and condescending, with very little care or effort over her words. There was no attempt to explain the rationale for the 3 day window, and only reiterations to collect the dress back from them. It is telling that even though the dress reached them in 6 days (and over a long weekend too), she made the point that it was "way past" the returns window. Even after I flagged to her her negative tone, she replied "I sincerely apologise for my tone and words, which surely is inept in communication on my part". Throughout, there were also no moves to placate or accommodate.

The whole experience was indicative of their brand image and approach to customers. If you can afford to spend hundreds of dollars on clothing, surely you could spare the expense of shipping (both to receive and return). Otherwise, too bad - either you are left with an item that doesn't fit you or you don't completely love, and it's not our problem. Priscilla's comments at the ACM webinar then comes as no surprise, as they appear aligned with their derogatory attitude to customers who do not fit into their target demographic or any VIP status. Their policies are unfriendly towards those who work full-time and are busy at work. This experience also gelled with my in-store shopping experience a few months ago, which was cold and deflated (even though it was by appointment, so there was no excuse).

I mulled over submitting this negative review the past week to make sure that I was not making it in anger/rashness, but my conclusion was that it was essentially unfair for the consumer. I don't usually bother to write such things and brush [negative customer service experiences] off, but after consulting my friends and thinking through it, my view is that it was a stand-out negative experience and ultimately an injustice for the consumer.

Del H.

I have no experience with this shop. I just found out about the founder’s remarks that belittled Malay & Indian women. We can be dressed to the nines with pomp and pageantry too. But it would never be from you and your establishments! And nobody asked your opinion about how progressive our women are. It’s just you taking the opportunity to be condescending!

Hazira A.

Do not speak for us. Do not speak of our husbands and fathers like that.
People like you need to be educated. There’s a difference between culture and religion. Most malay women are muslims so we do not shake hands with men. Maybe try to learn about our culture and religion well? I think your research is done with sources like “trust me bro”.
There are so many ways of greeting other people like putting out 🙏🏼 or put our right hand to the heart.
Do not be so narrow minded. Talk about progressiveness but the only greeting she could think of is a handshake.
Also, wearing dress and mini skirts are considered progressive? Seriously?

Zaza M. T.

Girl, u nak bukak kedai pat daerah kampung glam ke? U biar betul u nak bukak kedai pat daerah kaum melayu yg u labelkan kurang progresif? Biar betik girl!!! Eh i cadangkan u jgn beriya iya sangat. Jgn ya-ya-or sangat. Kau ni, dalah buat komen2 menyinggungkan, pastu pipi ko tersorong2 nak step bukak boutique. Jgn kau nak step memandai pulak bukak kedai daerah orang melayu. Kita da cukup Culture daerah ni. Pakaian tradisional kita yg cukup progresif ade pat Ratianah, ada pat lorong2 kedai yg jual beraneka fabrik. Taknaklaaaah kita ade butik mcm ko ni, yg culturally co-opt bangsa yg lain. kita pun ade atelier kita sendiri. i thk u stick to cheongsams k. Eh aku ada pantun progresif utk ko: Hasta la vista, kebaya nusantara ku yg terbaik YAH!

Li D. H.

Poor designer, lack of Asian history. Relating to your anyhow speech with ACM, please fill your brain juice with this! Malay women can wear whatever they want, but we choose to believe our bodies are utmost precious and modest is our manual. If you choose to shake hands or kiss any men even the most horrible Lao tiko looking ah pek you meet, that's your prerogative. We choose to only shake hands with our family heroes because respecting them is us. Ba-tik is not from the Chinese, just like nasi lemak also not yours even if Mr Lee makes the famous nasi lemak at Chinatown.