Ninigi NEWoMan Shinjuku

Beautiful stores for homewares and fashion and we grabbed some coffee at blue bottle and a cafe next door

Dear NEWoMan Customer Service Management, I am writing to formally lodge a complaint regarding an appalling display of negligence and unprofessionalism I experienced today, May 4th, at the tax-free counter on the 4th floor of NEWoMan. As a foreign tourist, this incident severely damaged my perception of your establishment and caused unnecessary distress during my trip. The incident occurred while I was processing a tax refund for a perfume I had just purchased. I handed the perfume to the staff member assisting me. Instead of handling my paid merchandise with care, she carelessly placed it on a counter behind her. Simultaneously, another group of customers was being assisted at the counter. Once my tax refund paperwork was completed, the staff member simply stated that the process was finished. When I asked her, "Where is my item?" she turned around only to discover that my perfume was missing. It became immediately apparent that her colleague had mistakenly handed my paid merchandise to the other customer, who had already placed my perfume into their bag (likely unnoticed due to the large volume of their own purchases). I was forced to personally intervene and ask the other customer to return my property. What is most unacceptable, however, was your staff's reaction. Rather than taking immediate action to rectify their serious error, they simply sat there and offered a dismissive, perfunctory apology. They took zero responsibility for resolving the situation they created. This level of carelessness is staggering. Had I not been paying close attention, the other customer would have left the premises with my merchandise. I must ask: what would have happened then? As a tourist on a strict schedule, would I have been expected to waste an entire day filing a police report for an item lost entirely due to your staff's sheer incompetence? When a customer hands over paid merchandise to your staff, there is an expectation of basic security and competence. Your team failed on both counts. I expect a prompt investigation into this specific incident. Furthermore, I expect to be informed about the concrete steps NEWoMan will take to improve staff training and operational protocols at the tax refund counter to ensure no other customer has to experience this level of irresponsibility.

I’m so grateful to the staff at the 4th floor Customer Service Center at NEWoMan Shinjuku. She was incredibly kind and helped me look for my lost item. She was patient and really went out of her way to assist me. I truly appreciate her help.

Best Teriyaki pancake you must not miss. Only 110yen/piece. Very good quality, not too sweet. Prepare for long queue. Located inside Shinjuku Takashimaya basement food hall.