Ounass Reviews 214

Poor customer service. I odered but not came. Even confirmation for online payment coming late..very bad experienced considering im new customer.

An app that does not live to its promise
2 hours delivery is a scam. Poor outsourced logistics. Customer service is not accurate giving contradicting information. Never again

ORDER ID:POU0412239730
I am a very loyal customer to Ounass and recently I have ordered a YSL sunglasses, however literally after delivery by 2 min I tried the sunglasses and they were not matching my face shape. I have requested for a return the same moment (10 min after the delivery) and returned it to its original package and claimed a store credit to buy another item from Ounass. Few days after I FOLLOWUP behind my store credit amount, they call me back claiming that they found scratches on the glasses.
A) how & why would I scratch and return something in 10 min?
B) What is the proof that the person who was unpacking in their warehouse was not the one who accidentally / intentionally damaged it???

very terrible experience after years of loyalty.

ORDER NUMBER POU045863408

Ounass site defined the location wrongly when I submitted the order through quick checkout, I called the support team to change it - it took 10 minutes for me on the phone and left with frustrating results.

The Agent said they do not send confirmation that they corrected the address, so I had to trust to the agent only.

After I explained the correct address to the Agent, the Agent replied “it is the same location as the location identified in your order!” So frustrating: the location is different - there are two buildings in the same community and I clearly asked to change the building name from the wrong one to the correct one (from “Sky” to “Sun”), the Agent didn’t listen properly and did not see the difference.

I cancelled the order as I have no trust in agents and the company overall. Because I need that garment I placed a new order, but highly upset with the situation as I had to pay TWICE and need to wait for refund. Despite I cancelled the order without 20 minutes after the order POU045863408 submission it takes days for them to pay my money back, this is fraudulent approach not like on other prominent marketplaces.

Also I am upset with the quality of experience over WhatsApp with another agent. The agent kept asking for order number over 3 times despite that I indicated it in my first message. The Agent did not read properly my message re urgent refund request and complaint on the situation described above. Hilarious and frustrating experience with Ounass.

Do not recommend, not professional services causing only frustration. Farfetch and yoox are million times better.

All false promises about the return policies, I bought a Tag Huer watch recently for 11k..firstly it came without the protector which i informed them as if someone has tried and used it for few days, they took the watch back.I kept on following for the refund for 1 month and they said its under process..Finally after a month they came back to me saying the watch doesnt have protector and we cant refund the money..Funny thing is they did not accept the return for the same reason which I did not accept the watch..I asked for the proof that they delivered it to me with the protector they said they will provide and Im still waiting for the proof..Height was when I asked them for my watch back they removed the complimentary cap also of Tag huer from the box while returning...Worst ever service..Totally unreliable for the expensive stuffs.

Worst customer services and after sales experience. Managers will try to shut the client and will give non sense justifications. I have ordered some bags from Luxury brands and they sent to me without any tags and packaging and their justification is that brand requires them to remove packaging , inspect the item and sell to the client. I have never seen or heard this from any online retailer. Ounass is truly losing its value and customer's trust and when I have demanded the replacement they refused now if I sent them same bags as a return they will definitely refuse it stating that the tags are missing. I will definitely reach out to consumer protection.

I wish I could give zero stars. Item delivered, wrong item. 30 mins on the phone to customer service and then 30 mins on WhatsApp, no solution, no exchange, no refund. Now I'm stuck with a very expensive item 3 sizes too big and no hope of sorting it out. All customer service staff are completely incompetent.

Unfortunately I am another victim of these cowboys. My husband showed me all the trustpilot reviews when he saw how much the experience upset me. I can’t believe how many people have experienced the same mistreatment and Al Tayer do nothing about this. I ordered three pairs of shoes to choose from before flying the next day, chose one, returned two pairs. To be told - one pair was damaged, it hadn’t been out the box more than 20 seconds. This has never happened to me in all my years online shopping and there was no damage done by me. Customer service is awful. Please don’t trust your precious money with these thieves.

NEVER AGAIN.
I ordered a gift for my girlfriend. After the purchase, they find that they don't have the necklace.

What do they do? They call my girlfriend asking if she want to change necklace and get the refund.... so my surprise is RUINED.

They even asked if it was a gift while I was doing the order.

The customer service didn't say even sorry.

NEVER NEVER AGAIN

There is no 2 hours delivery!!
It’s just misleading way to grab the customer!!

worst day of my life! stressed out talking to their customer service, whatsapp. Paid for the delivery fee. Option timing 3 pm to 6 pm. After the payment it says item will be deliver before 6 pm. At 6 my shifts finish, I called them and was told that they cannot do anything since they don't have contacts of their courier! I was even offer by the agent in whatsapp to cancel the order and they're happy to assist me! I'm a cancer patient! that item i order is a gift that I need to bring on the same day I ordered!!!! I waited for extra 30 minutes! no update! I reached home by past 7 pm still no update! my work place will close at 7:30 still no delivery done!!! now what?! tell me??? what kind of customer service you guys have? a customer service agent who talks while I talk and not even understanding the issue???? This incident cause me a lot of stress and anxiety!!!! options of timing should be removed if you can't do it on time for the delivery!!! time check 7:28 pm already and no once from their team contacted me not even the courier!!!! this is so embarrassing!!!

the worst site to order from, they do not provide a refund NOR deliver items on time... they promise 2 hour delivery and never follow through. Please be aware

They won’t return your money back claiming you damaged the product which is a lie . I’ve put a legal case against them . They are very dishonest . Rest of the reviews says it’ all . Stay away

Watch out! Although ounass belongs to major companies both in Dubai and at Saudi, but unfortunately it is managed by a group of Egyptian who play the trick of: oops the item is damaged we cannot refund u!! It happened once to me and after several fights I got my refund. Second time around I videotaped my returned item to protect myself. When they tried to play that trick, i shared the video. They ignored the video and said why did u video record it!! They wouldn’t comment on the video and insisted that the item was damaged!! Only when I called the headquarters and reported them did I get my refund!! Never purchasing from them again !!!

EVERYTHING IS GREAT <3!! and very authentic products

I recently had a fantastic experience with Ounass. I ordered a vest last minute for a work event but ordered wrong size. Their customer service made an exception and replaced it within 3 hours, which never happens for online stores in Dubai.
I am astonished their rating is 1-star , I regularly shop since 2021 always super quick, helpful service and never had issues with refunds.

Disappointing customer service and inaccurate inventory management have significantly ruined my whole experience with ounass. The online availability does not align with the actual stock, leading to so much frustration. Post-sales customer service proved to be below par when my items were delivered to the incorrect apartment. Despite my attempts to address the issue, I faced resistance, and it took three days for them to acknowledge the mistake and incomplete order. Were it not for existing credit, I would hesitate to place future orders due to the frustrating process of dealing with their services.

I am waiting 3 days to solve an issue that could have been solved in 5 min. Calling customer service, texting in whatsapp with 0 help! They say they cant communicate direct with their warehouse, only via request. This is a joke! It doesn’t deserve the headache. They have a customer service for nothing. I was expecting better. I am disappointed.

Absolutely atrocious customer service. They say they are a luxury company but they are definitely not. They lie to customers. They don’t deliver merchandise and when you chase them they are calling at 10:30pm at night to say the driver ‘cannot reach you’ despite being in contact with the driver all day. If they want to compete with real luxury in Dubai they need to up their game. SHEIN has better customer service than them. Save your money and your sanity and deal with another company.

What a terrible company and a complete scam! I ordered. £5000 prada dress. Tried it on and send it back 2 days later. They came back to me after 10 days to say there was a stain on the dress. I told them impossible as I never wear make up during the day and would never try a white dress for this price without being super careful. Can they provide evidence.
They sent a photo and no mark was visible.

Since September I have been fighting with them. No manager to contact, no phone number, no replies to my emails. Once someone does call, they repeat the same line, sorry we can’t take the dress it has a stain.

I refused delivery of the dress. Now it’s almost December and after threatening lawyer etc. They said they would give me a 50% credit off the amount and send the dress. I had no choice as I am was fed up. The dress arrived today, not a single stain on it.

They have done this to many people. I am never shopping from them again.
Stay with net a porter, matches and mods Oparandi. Always professional and best customer service to me for the last 15-20 years