I had a very disappointing experience…
I had a very disappointing experience with Ounass during a recent trip to Dubai.
I ordered a dress one evening with next-morning delivery, because I was flying out of the UAE the day after. Around 11 AM, I received a message saying the delivery was on its way. I got ready and waited in my hotel, because I also needed to go to Dubai Mall for last-minute shopping—my wedding was just a few days away.
The app showed “10 minutes away” for a long time, but the driver ended up arriving more than an hour later. I couldn’t wait anymore, so I left for the mall. As soon as I arrived, the driver called me. I asked if he could deliver the dress to Dubai Mall instead, and he agreed.
Once I received the dress, I tried it on in a nearby store and saw that it was too big. I had asked the delivery guy earlier if he could wait in case it didn’t fit, but he said not to worry—that I could exchange it or get a refund if needed.
That’s when the problems started. I spent the entire day calling customer service, explaining that I was leaving the country and needed either a same-day exchange or a refund to buy another dress. I was told that exchanges take 3 days or more, and that refunds are only given as store credit.
I explained multiple times that I was not a resident, and I needed the money back quickly to purchase another dress for my wedding. Eventually, I spoke to a manager who told me:
– If my friend in Dubai bought a new dress in my size, she would be refunded once I returned the original.
– If she couldn’t do it, then I would be refunded directly to my bank account.
He said this very clearly and reassured me that it would not be a problem either way.
My friend couldn’t buy the new dress, so I waited for the refund to my bank account.
After more than three weeks, I discovered that they refunded me as store credit—not to my bank account, even though I had been promised that multiple times by a manager.
This was a very stressful experience at a time that was supposed to be joyful and exciting before my wedding. I felt misled and disappointed.
Their policies are not flexible or fair for tourists, and their communication was confusing and unreliable.
I will never shop at Ounass again.