I am extremely disappointed with my experience with Epitex. I purchased a premium Brace White Contour Pillow from their Jurong Point store, and after less than one year of normal use, the pillow started shedding white particles.
When I went to the store for assistance, the staff did not even check my purchase details. They immediately blamed me, saying it was “human error” and that I must have exposed it to the sun, which is completely untrue. They also told me there is no warranty at all, even though the pillow was purchased from their store.
I contacted Epitex HQ and shared photos. Their response:
✔ They admitted the issue but claimed it was due to “environmental factors,” not a defect.
✔ They said their exchange policy is only 1 month, which was never communicated when I bought the product.
✔ They refused to offer any replacement or even a goodwill discount.
For a brand that promotes quality and durability, this experience is unacceptable. A premium pillow should last more than one year without falling apart. If you are considering Epitex, please note that they do not stand behind their products and offer no meaningful warranty.
jordan chew
5
Yatie was very helpful! She’s is very accommodating and knowledgeable on the products!
Give her a raise please 🔥
Yap Oi Leng
5
Bought towels & Yatie wrapped up for me beautifully. Thank you Yatie!
angel
5
auntie yatie is very nice and welcoming!
Joel Seong Koon Whye Kooi
4
Maybe if you want things you way, they will introduce more for their sales, but sale personal are friendly enough!
Jason Chng
3
Still accept. Customer service still okay.
Mayberline Ong
5
Jurong Point Epitex 3 sales staff are very friendly and helpful. They are cheerful especially Miss Lee n Yatie. We purchased QBS TP1623 ,LY2151 Q, 2WHITE TOWEL. Have a nice day. Tks
GP GP
1
Bought a few times always a few hundred dollars worth. The salesman Chinese boy is very nice when selling things. Bought a few items on Sat 5 May Night (9+pm). I was the last customer. They said it is ok if the king size protector doesn’t fit can exchange back. So I came back on 21 May afternoon (a few hours delay because my wife was delivering baby). Explained to the staff the situation. They give very black face and rude replies and just tell me to call customer service since late by few hours they refuse to exchange the unfit item. The Chinese boy was on leave but the staff who were REALLY unhelpful and rude were ahyan the Myanmar lady, and her so called manager “Melvin”. Really disappointed at such shop ethics and services.
CHRISTOPHER ING
5
Nice and friend staff. Good range of sheets to meet your budget. Bamboo system is fantastic.
Tonghau Khor
1
In December, I happily spent around 200 SGD to buy a set of new bed sheets for the Chinese New Year. After I put them in a protective bag and washed them in the washing machine, I found that there were 3 holes. I notified the store and they arranged me to send the sheets back for inspection. After their investigation, they said that I was torn by a sharp object when washing and drying them. I spent money to buy a torn sheet, and after the inspection, they said that the sheets would be returned to me. I waited for more than a month but there was no news. I had to follow up and waste time to go to the store to pick it up. I was very disappointed with their so-called high-quality products and services. From now on, my family will not buy any products of this brand again.