Ming Wei Tan
I’ve been a loyal Owndays customer for over 5 years, consistently buying my contact lenses from your outlets. But today’s experience made me question whether this brand still values its customers at all. I dropped by the Raffles City outlet to urgently purchase daily contact lenses — something I’ve done countless times without issue. A female staff member was just about to leave for her break but heard my request and actually turned around to assist. However, a male staff member deliberately stopped her, telling her to proceed with her break and signaling her to ignore me, the customer, standing right there. He then told me bluntly that she’s the only one certified to handle contact lenses, and I’d have to wait an hour until she returns from break before I could buy anything. You seriously expect a paying customer to wait an hour, just to be served by someone who was already willing to help, but was instructed not to? I’m shocked by the sheer disregard for basic customer service and common sense. If this is how your frontline staff are trained — to actively push customers away — it’s no wonder people are taking their business elsewhere. I won’t be returning, and I’ll be warning friends and colleagues too. Owndays needs to take a hard look at this outlet and review this staff member’s conduct immediately. He is the reason you just lost a long-time customer.