Faraa 

Don’t even entertain them . It’s a scam😡

I purchased a three bracelet set and Palestine necklace on the 08th June to give as a to give as gift to a friend who was relocating from this Qatari based online jewellery business for £75. Each item cost £25 but they had an offer that if purchased 4 items one will be free. I thought that was fantastic. Especially as The delivery time frame was 2-6 business days which was great for me as I needed to give these items on 22nd June. After 6 business days passed I emailed couple times and even contacted their WhatsApp support number for an update and received no response. Eid occurred on 16th June and under Qatari law they are not able to work for four days of Eid but there was no communication prior to Eid to me as a customer informing me of this and how my items will be delayed because of this but Eid actually would not have impacted my order as items should have arrived before EId celebration anyway because of the delivery time frame I had been given. After I made several more communications via email and WhatsApp to chase and also cancel the order on 21st June onwards I finally received the first ever reply from the company informing of the Eid celebrations and that they will start to process my order on 22nd June even though the order was placed on 8th June. I received confirmation that order had finally been shipped on 27th June and it was delivered 29th June way past the date I wanted to give the gift. When I opened the box I had two faulty bracelets (the bracelets would not close and the quality of the material used was poor (metal was very flimsy and not smoothed out). I immediately sent a email and video on WhatsApp of the items and told them I wanted to return and get a refund of the items on 29th June. I had to chase a response to this as well and finally got a response on 2nd July informing me I could only get a refund of £50 for the two faulty bracelets as they were custom made but all items in my order were from their catalogue, there was no customised items purchased by me. Despite saying this, they refused a full refund and told me to return the faulty bracelets which I did to the UK return address they gave me and not a Qatari one. I only got the return address info on the 11th July as I continually chased for it again via email and immediately sent the items back. I again chased on 18th July to see if they will process the refund as I had already checked the tracking number to confirm they had received the item. During all of this I had a raised an incident with my bank on 20th June (as you do in the UK as part of our consumer protection) as I had repeatedly stated I wanted to cancel my order to the company which they repeatedly ignored, the bank had credited me the money on the interim while they get in touch with the company to resolve the issue. These funds are just held until resolution is either received directly through the company with me or the company with my bank. For the first time I received a prompt response the following day on 19th July informing me they are looking into the refund because of the incident I raised with the bank (which I also informed the company of in my emails to them) and that they cannot complete a refund to me because I only returned the two faulty bracelets back. In my previous communications I stated I wanted to return the whole order but they would apply accept the faulty items. I do not want the two items I have, I have no use of them and the quality of them is not great. I responded to the company outlining all of things that have happened only to be told and was told my last email was ‘aggressive’ and will only deal with the bank now and not to contact them. My ‘aggressive’ email outlined their poor customer service to me, the quality of their products and the fact I would never shop with them again. In the email response where they called me ‘aggressive’ they offered me a 5% discount on my next purchase. Which is ridiculous. Throughout this I ended up purchasing similar bracelets, necklace and extra items such as rings from neveah. They are water and sweat resistant and they arrived in 3 working days with a free jewellery box. The quality of their items were so better and the bracelets were solid then Faraa. I have all emails and WhatsApp chats and video of the quality of the items from Faraa to collaborate my experience with Faraa. Never shopping at this company again!!