Ounass Reviews 214

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 .

Horrible customer service. I spoke to 2 people over the past two days and they provided conflicting information. In addition, they respond with incomprehensive run-on sentences. I’m honestly perplexed with how bad they are. If you think calling is better, think again, the line will cut or they’ll hang up without answering.

I used to always order from Ounass because I trusted them, but this experience changed my mind. I’d rather shop in person, since this website is clearly unreliable and does not care about its customers. Word of advice to all people, if you are planning on purchasing something pricey, buy it in person and in-store. Stay away from Ounass.

Please think twice before ordering anything from Ounass. Poor after sales service. I keep contacting the company twice a day to exchange damaged item since 5 days. No action from their side has been taken and they keep repeating that someone will contact me and it’s not happening. Please, stay away from this company.

Incorrect product measurements on the system and they won’t give you your cash back and expect you to pay delivery multiple times for their mistake. Rude customer service

Earlier costumer reviews made me so sure I am dealing with unprofessional company. I had immediate return due to unfit size dress there after I got a call from costumer service accused the item is damaged, I raised complaint (ref no: 02353688) twice but till this date I have not received my refund.. I am going to raise the complaint to consumer protection.. won’t give up

Quick delivery, item was exaclty as shown in the picture and I'm very happy with the fit. My new favorite shop for ordering fashion online!

WORST EXPERIENCE WITH OUNASS! I HAVE BEEN SENT AN ITEM THAT WAS DAMAGED! THE BRAND WAS “ESSENTIALS”TSHIRT. IT WAS FAULTY WITH THE LOGO DAMAGED AT THE BACK!! THE QUALITY OF THIS PRODUCT IS BAD! IT WAS A GIFT TO MY HUSBAND AND UPON TRYING IT I REALISED THE DAMAGE ON THE BACK OF THE TSHIRT RIGHT ON THE LOGO! THEY SENT ME THIS ITEM WITHOUT INSPECTING THE DAMAGE AND KNOWING THERE IS A DAMAGE AND WHEN I SENT IT BACK, THEY TOOK FOREVER TO RESPOND TO ME THAT I HAD TO CALL THEIR CUSTOMER CARE NUMBER TO FOLLOW UP. THEY KNEW THE MAIN REASON WHY I SENT IT BACK AS I IMMEDIATELY TOOK A PICTURE OF THE ITEM AFTER RECEIVING IT AND IDENTIFIED THE PROBLEM TO THEM. KNOWING THE MAIN ISSUE, AND BECAUSE THEY DO NOT WANT TO KEEP THE ITEM, THEY ARE TRYING TO TURN THIS PROBLEM AROUND AND POINT OUT THAT THEY CAN SMELL PERFUME ON IT SO IT IS NOT SOLEY THEIR FAULT! OF COURSE THE TSHIRT MUST BE TRIED TO CHECK IF IT IS THE RIGHT SIZE! REGARDLESS OF THE SMELL, HOW DO THEY EXPECT TO RESELL THIS ITEM WITH A DAMAGED LOGO AT THE BACK???
THE FACT THAT THEY CAN SEND ME A DAMAGED POPULAR BRAND LIKE ESSENTIALS MAKES ME DOUBT THE QUALITY OF THEIR PRODUCTS. I INFACT WOULD LIKE THE BRAND ESSENTIALS BE INFORMED THAT THIS WEBSITE IS SELLING THEIR ITEMS DAMAGED WHEN IT IS NOT SUPPOSED TO BE! THIS IS UNFAIR AND RIDICULOUS! I WILL NEVER AGAIN BUY FROM THEM!

Quick to take money, very poor customer service and delivery.

Zero rating and zero customer service.
I had an extremely annoying unpleasant shopping experience with Ounass.. I have order a bag and received it in a damaged condition with two missing stones and requested to return and refund on the exact same moment of unboxing. Ounass has refused to accept the return mentioning that the product was shipped in a good condition from their end. They accused me for lack of credibility and dishonesty while they didn't refund my money.
Ounass management are not customer oriented at all and I don't recommend anyone to buy from them as they hold the customers accountable for their damaged products.
I have requested to refund the amount several times and they refused to. This is not a customer oriented business at all and all what Ounass cares about is selling without considering the customers.
In addition, since I received a damaged bad with missing stones, it is a big note that Ounass deals with either a very bad shipping company or selling a very low quality products!
Big no to Ounass !