HomeLoft UAE Avis 

DO NOT USE. Paid 1800 dirhams, carpet took 2 months to arrive, far longer than their website advertised and arrived filthy. Reality is nothing like the pictures. Avoid this company

Review for Order: AE-HL#P918415377

My order arrived late and damaged, and despite multiple follow-ups, the customer service agent, Kara, refused to process a refund.

When I first emailed to report the late delivery and mentioned that I had already found an alternative product, Kara offered me a voucher as compensation. I declined.

After opening the package and discovering that the item was damaged, I requested a refund again. Kara responded:

“After reviewing the images you sent, I see that the product is still usable. To save you the hassle of returning it, I recommend you keep and use it. As a gesture of goodwill for your understanding, we’re thrilled to offer you a 25% discount voucher for your next purchase.”

This response was unacceptable — the item is built-in, meaning I would have to cut a stone countertop to install it. Why would I do that for a tarnished and damaged product?

After declining again, Kara offered two alternative options:

A 15% refund of the order value (approximately AED 57), sent to the original payment method

Or a 30% discount voucher (approximately AED 115), valid with no expiration date

I declined all three offers, reiterating that I wanted a full refund for the damaged item. Since then, I’ve been ignored completely.

Overall, this has been a very disappointing experience — late delivery, damaged goods, and poor customer service.

My son got his present on his birthday
Seemed to have all gone well the delivery

Beautiful bookends with great weight. Exactly as described and pictured on the website. Look forward to enjoying them for years to come!

The customer service deserves more than 5 stars! I was looking for a specific item that was out of stock, and instead of simply saying it wasn't available, the team member from the customer service team offered to call me when it came in and even gave me a discount for my next purchase. When I had an issue with a product, they resolved it immediately without question. The staff is genuinely friendly and seems happy to be working there, which creates such a positive atmosphere. In an era where good customer service is rare, this store stands out as exceptional!

Extremely unprofessional. I purchased a bunk bed and a few days later it was cancelled and I was issued a refund. I spoke to someone call Anita to inquire what was the reason for the cancellation (since no one contacted me to explain) she said the reason was because the item was damaged in transit. I said surely if it had got to me and I saw the item was damaged then I would be issued a refund, but I never received the item. I asked her where is the shop based, she said it was online. I said so how do you know the item, was damaged? She said because they track the item. I said ok so how can this be rectified, can I order the same one again? She said yes. When I went back to the website to order the item is no longer available. I asked her why and she said there is a technical issue with the site. The next day I spoke to someone else and they said the item is no longer available! Now I would have appreciated if Anita had just said this from the beginning instead of telling lies and giving false infomation. Additionally the price of the item was 3,053.15 yet 3,149 had been taken out of my account. This is a fraudulent company who only operates online. Don’t buy from them.

The item was a fragile glass decanter set and it arrived in perfect conditions all well protected. The only reason I give 4 stars instead of 5 is that even though I knew the package would take some time to arrive it took even longer than expected. So better to order with enough time having this in mind. Other than that I am very happy with the purchase.