Sheryl L.
Google
I have been patronising this mall for couple of years now, on average about 4 times a month, and have some feedback that I would like to share, hopefully the Management sees this and take action for the concerns, as it is really getting out of hand.
1) There are 6 passenger lifts in total, 3 on each side of the mall, and there are 8 levels in total, inclusive of basement levels. However, it seems like there is always insufficient space for wheelchair users to enter. There are wheelchair signs on the side of the lifts which I believe are indicating to give priority to wheelchair users, but it seems to be proven pointless to have it there, as people who are able bodied and don't appear to be handling bulky items still occupy the lifts, and this is a common occurrence. I kid you not, when we visit the mall on the weekends, we literally miss 3 to 4 lifts because of the lack of space. It's just a single wheelchair and one family member pushing the wheelchair, but all 6 lifts and not a single one that is able to cater to it. This is what we have to go through every single Saturday when we are out with our mum, which brings about lots of inconvenience, and causes lots of unnecessary stress, affecting our entire experience. I get that it is the shoppers' freedom to use the lifts as it is a public place after all, but is there a way to have a lift just for wheelchair users? By the way, the same situation happens during weekdays peak hours, the only time when we do not have to worry about space in the lift is when it is off peak hours on a non public holiday weekday (i.e. between 2 to 5pm).
2) Every single time when we enter Basement 1, there is a pungent smell that is only present in the basements, more so in the carpark. When we are at higher levels, basically level 2 and above, it is generally better. Not sure what is going on here, but it could be the sewage or waste system? We first noticed this smell when we entered Scoop, the store that used to occupy unit #01-12/13, before the current IORA took over. Whenever we step into the store, we are always welcomed by that particular smell, the same smell can be found in the basement carparks as well. However, these days, it seems like this has spread to more areas of Level 1. When I am shopping at Guardian, located at Basement 1, which is on the right after you get down from the inclined travellators, this particular smell is there as I am approaching the store, and when I am inside too. I believe JEM is known as the ''second Orchard Road'' housing several major luxury brands like Chanel and Dior, but it certainly doesn't reflect that.
(This review is written on 26/1/2026, will include more if there are anymore concerns, which I hope not.)
