Ounass Avis 221

Claims that your item is damaged as not to refund you, bearing in mind that the shoes didn’t even fit so there’s no chance of any sole damages as they haven’t been worn. After my complaint that their judgement was unjust, they shipped back the item to me anyway. Never again with this horrible service. Must be my worst retail experience to date.

I purchased a pair of pants from Ounass online, they did not fit me properly so I returned the item immedietly. Ounass rejected the return, even though I returned them exactly the way I got them within the same hour..pls be careful I heard from too many review they have done the same to them . I have been scammed.

Placed an order with a 2h delivery. Waited at home to received it until I got a SMS saying that attempt delivery failed as I was not at home. They didn’t even try to call me. Called the customer service and the guy told me “I’m afraid I cannot support as you don’t speak English properly and we only help luxury customers”, then he hung up. Unbelievable? Unfortunately it did happened to me.

As per other reviews, they claim your return is faulty and don’t return your money. How can it be faulty as I hadn’t even opened the box!

Worst service. Very deceiving information on service. It's been 5hrs and I still don't have my order which was supposed to be delivered in 2hours . No one has called to update either and the customer service don't have any control so can't help. Very very disappointing. This caused alot of inconvenience.

Terrible customer service delivered damaged item, returned it, they took both the money and the item! What a company. Now they disappeared, no answer, customer service says they have no update.
Avoid avoid at all costs!

The worst experience I have ever had. Do not use! They will not refund you even if sent back the same day! It’s a scam to keep your money.
Very very bad customer service! Should close down.

Hi my name is Murtaza and I am writing regarding the shocking experience I had with this company. My order ID is POU061585110 and escalation number is 02801552. I have been shopping with Ounass for a while now and even visited their FOG pop up. I had ordered a YSL bracelet for my partners birthday on June 21 and received an empty box. After, one week of calling them non stop they seem to give the same generic script which is provided to them. Zero customer service and I realized this tends to be a common occurrence with high end luxury goods such as YSL, LV, etc. The company never calls back and says we looked at the CCTV footage from the warehouse. Their “luxury” packages are tied by a piece of ribbon which is quite ironic. I would like to reach out to everyone who had similar experiences because it is clear to me what has occurred. I will not stop calling them until I get my money back as this is unethical on so many levels. I would advise anyone who is ordering to open the package in front of the delivery driver and to buy your goods from the actual store. Because in hindsight it is worth paying the extra premium to ensure the service and product you are paying for. Please reach out to me if you had a similar experience. 054 529 3839.

They refused to refund an item saying that it was damaged and after they failed to return the item to me. Since 18th May. They basically have my money and the item i bought and I chase everyday for the status and they say they will call back and they never call. I email, they don't answer
Order 051829581. At this stage I want my money back. Who knows how many times you sold my product so far. Probably that's why for a month you're not sending it back to me.

The worst company I have ever come across!!!! Returned my order 6 weeks ago and have not received my refund! I have had to call every single day for a refund and they say my order is missing when I have security evidence of it leaving with the driver. Shocking!!! Do not order from here!!

Ounass has the worst customer service and problem solving service ever !
Being a loyal customer with them I expect that the agents will do their job properly without showing the attitude and neglect which they are not trying to hide even!
I have been waiting for my order for 4 days , keep calling them every single day , they were promising to resolve the issue , reassuring me that I would get my order the next day and nothing ! Today happened the same thing !!!! And while talking to them on the phone it turned out that the address and the phone number in their system were wrong all this time and NONE of them was bothered to correct it! My questions hadn’t been answered and I was just told to write a complaint .
Your customer service Ounass is just beyond awful !

The customer service is very incompetent. I have a missing order and reported it immediately after receiving the other items - that was 30th Apr 2023 till date, there's no action from their side. I've been calling, sending emails - and they will reply when you follow-up! but even though they do response - the only thing they can tell you "we are still investigating!" The matter has never been resolved and I have never received the follow-up phone calls they always promise after you called them. So incompetent and will never care of your issues since you already paid! Please be careful with this company.

Absolutely awful customer service.

We spent 800 AED on a bottle of perfume. The vaporiser on the bottle wasn’t working therefore we wanted to return the faulty item. (Only for a replacement)

Impossible to arrange a return and every single member of their team are completely incompetent.

Ounass are good at one thing, taking your money only.

Avoid this company at absolute all costs and enjoy spending your money in Dubai Mall.

Poor customer service, purchased a pair of sneakers, opted cash on delivery… bad mistake as now I can only get store credit for the return. The sneakers in question are wrongly sized as per the website which resulted in me getting a half size sneaker delivered. They were returned next day, I’ve now been waiting a week for my store credit to be accepted even though they have accepted the return… absolute joke

My wife has been a long time customer from Ounass, buying from them a couple of times per year for the last few years. Recently, I've decided to purchase some designer shoes for her and that was terrible mistake. She has tried on the shoes at home, immediately put them away and requested a refund because the item didn't fit very well. For context, there was also another product returned on the same purchase.  A couple of days later, the refund came for only the second item purchased, with absolutely nothing for the shoes - not even an email or phone call explaining the situation. When we contacted with customer service, it took them almost a week to reply that the reason the refund was not granted was because the item was damaged. This was quite strange, given the shoes were not used at all. They sent a picture of the item, and confirmed they had security footage of the warehouse when the item was dispatched confirming their team had checked it (which they never provided despite asking multiple times). A few back and forth conversations later, the manager called saying the exact same thing they did on the email - that there will be no refund because he alleges their team checked them before shipping. Following the discussion there were a few more automated messages saying the exact same thing (as if the conversation didn't happen - superb lack of organization on their side), and was very poorly treated by their customer service team. They said they would send me the item back, and it took them almost 2 weeks to deliver it. I do understand some of their concerns on damage on items and the hesitancy in refunding everything straight away, but I've been a long time customer and still got screwed over with an item that doesn't fit me and over 4k AED.I would strongly advise against making a purchase there as you might find yourself on the same situation.

Ive been a regular customer at Ounass, until I ordered a white cocktail dress that was sent to me with black pen stains on it and female hairs stuck on the fabric.

I requested for an urgent replacement of the dress as i needed it for a wedding happening within a few days.

NOTHING HAPPENED! Its been 5 days now that Im hoping for someone to call me back or solve this for me or just refund me my money!

BEYOND DISGUSTING!!!

I recently contacted customer service several times for price match and was extremely disappointed with their lack of response and for giving promises which were not fulfilled . I purchased a product from their website and found the same product at a lower price on a competitors website. Following their advertised policy, I reached out to customer service several times to request price match but without any result .
Not receiving any response from customer service have left me feeling frustrated and disappointed . I expected a better customer service from a company same Ounass. It is unacceptable to leave a customer in the dark especially when they have a valid complaint.
I will never buy from Ounass anymore . It’s a shame that the company didn’t provide me with the basic customer service that every customer deserves .

Do NOT order from Ounass they are thieves! I have been waiting 3 months for a refund. They have the returned items but refuse to give me the money back of several thousand or communicate with me. This is theft! I can’t believe Dubai stands for this.

In my 20+ years of shopping online I have never experienced such careless and shameful business practices. If you have any kind of issue with your order you can forget about any kind of communication with them. They will ignore you and never reply to you. I bought a Palm Angels T-shirt and what I received was a badly dry-cleaned tshirt with faded colors. I was flabbergasted. This is not a second hand shop. They claim to have an easy no question asked return policy but no one replied to my emails. It was a $250 lesson to always check Trust Pilot before I shop online. I advise anyone to go to their Instagram page and check the commets from angry customers! I have no idea how they can operate legally with such business practices. Don't be fooled by the sleek website/app design and empty promises for excellent customer service. فلوس حرام زقوم انشالله على بطونهم

Such a bad experience, a well known influencer promoting this company showed videos of her opening the delivery and also getting a large box filled with nice items for ramadan and promoted that you spend over 1000 AED and get this gift. I placed an order over 1000 aed but next day only my order arrived and no gift was receievd, I contact Ounass and after a few days they tell me there is no gift and they don't know anything about it. No courtesy even to offer something when it was the mistake from someone they pay to promote them! Really poor customer service. Needless to say the entire order is being returned .