Ounass Anmeldelser 210

I ordered a bag from Ounass and received a different item from what I originally purchased. The product I received was clearly labeled differently from the one shown in my order and on the website.

Despite providing clear evidence, including photos and screenshots, the issue was not handled properly. Customer service initially acknowledged the discrepancy, but later the management team denied it and only offered a refund or store credit instead of correcting the mistake.

The communication was inconsistent throughout, and for a luxury platform, I expected a much higher level of service and accountability. Very disappointing experience.

I received a damaged item from them (coach brand) missing eyelets to the shoulder strap, brand tag and dust bag.

After few days of feigning I returned the item, yet to be refunded and they just sent ma an apologetic email saying the item does not come with dust bag… totally dismissing the damage!

Do yourself a favor and don’t order form them, had I read all reviews I would not have ordered.

I had a very frustrating experience with Ounass customer service and I am extremely disappointed with how my case was handled.

I requested a simple size exchange for an item I purchased as a Mother’s Day gift, but my request was rejected due to what they called a “technical/system issue” with the size availability. Later, I discovered that the size was actually available — just no longer discounted. Instead of honoring the exchange, they refunded my order so I would have to repurchase the same item at the full original price, which feels unfair and misleading.

Despite explaining multiple times that this was a Mother’s Day gift and asking for support or a reasonable solution, I only received repeated generic responses such as “we understand” and “apologies,” without any real effort to resolve the issue.

Another unacceptable point is that the refund was issued to my Ounass account wallet instead of my original payment method, without consulting or informing me beforehand.

I sent several emails and finally managed to chat with a customer service agent online, clearly explaining that this situation was not my responsibility since the issue was on their system side. However, they still refused to help or process the exchange properly.

Overall, the experience felt dishonest and very disappointing. Customers should not be penalized for internal system issues, nor forced to pay more because of them. I expected much better service from a company positioned as a premium retailer.

I hope Ounass improves its transparency, customer care, and fairness toward customers in the future.

Terrible customer service. I've been a loyal customer since they launched, but decided to never purchase anything from them ever again because they will always deny their responsibility and blame everything on the customer.

I am extremely frustrated with Ounass and the complete lack of logic in their system.

I requested a return through the app, and the items were already collected from me. Some of the products were even partially refunded — which clearly proves the items are in your possession.

Yet, I receive a message saying: “Collection Failed: we were unable to pick-up your returned items as scheduled. We will re-schedule the collection for tomorrow.”

How is that even possible? If the collection “failed,” then how did you already refund part of the order? This is completely contradictory and honestly makes no sense.

On top of that, the app still shows “failed to collect item,” while you already have the items. I’ve called customer service twice this week, and each time I’m told a note has been added, but nothing is actually resolved.

It’s extremely frustrating to keep repeating the same issue with no clear answer or action. For a company that claims to offer a premium experience, this level of confusion, poor system accuracy, and lack of proper follow-up is unacceptable.

I had a very disappointing experience with Ounass.

I purchased a dress for approximately 9,000 AED, expecting the quality and service of a luxury retailer. Unfortunately, the product did not meet those expectations.

When I received the dress, there was an issue with the hanger strap. I cannot confirm whether this happened before shipping or during transportation, but for an item at this price level, this should not happen at all.

The dress was never worn, and no one had access to it. Despite this, Ounass refused to take responsibility.

They stated that the item was in perfect condition before shipping, but refused to provide any actual evidence from their internal investigation.

In order to resolve the situation respectfully, I even had the strap professionally fixed. The dress is now in perfect condition at their warehouse, yet they still refused to issue a refund.

Instead, they insist on returning the item to me, which does not solve the issue. I no longer trust the quality of the product.

Overall, this experience shows a lack of transparency and accountability, which is unexpected from a company positioning itself as a luxury retailer.

Very disappointing. I would not recommend Ounass based on both product quality and customer service.

Horrible customer care service. They are slow and uninterested. What can be resolved over a phone call they take forever and drag you through their stupid bureaucratic system. Never again am I buying from them! What a joke for a company trying to position itself as a luxury retailer.

Do not trust the refund policy on Ounass. I returned address after literally 24 hours just to try they refuse to refund my money. They said that there was damage to the garment which there was not it was obviously a con. Please be careful. I will never order from Ounass again.

I wish i saw this website and read the reviews before i made the last order from them a complete nightmare so far, i ordered a return of one item just few hours after receiving it because it was too small, it took them 12 days to pick it up after many emails and calls then its been 20 days and i still didnt get a refund and moreover since i ordered it on installments payment i am still paying for the item that i do not even have anymore. Nightmare by all means.

Very bad experience with Ounass.
I received a heel that was completely broken.
The follow-up took more than two weeks with no solution.

I dealt with a customer service representative named Omar Tarek, and unfortunately the attitude was unprofessional.

I do not recommend this experience.

تجربة سيئة مع أوناس.
استلمت كعب مكسور بالكامل.
المتابعة استمرت أكثر من أسبوعين بدون حل.

تعاملت مع موظف خدمة العملاء المدعو عمر طارق، وكان الأسلوب غير مهني للأسف.

لا أنصح بالتجربة.

This company sent me a damaged item and then tried to deny my refund. They did not take responsibility for selling damaged goods. I was only able to counter their claims because I had photo evidence. Thank god I did because I was able to get a credit card chargeback.

This is not how reputable luxury brands treat their customers. Proceed with caution.

Terrible experience and very poor customer service.
I purchased a plastic bag and returned it immediately without using it, only because I did not like the color. Despite this, my return was rejected with a false claim of scratches.
Customer service was unhelpful and uncooperative. They failed to provide any photos from the pickup or shipping process when requested, which raises serious concerns about their return handling process.
Improper packaging for plastic products, careless handling, and unacceptable customer service. I would strongly advise against purchasing from Ounass, especially expensive items

Worst customer service ever. They send clearly damaged items and dont accept refunds. Horrible, avoid ordering!

Superbad customer service and experience. They shipped a shoe which was a size bigger than my size and i ordered a smaller size the next day and made a claim to return the bigger one it took them 3 weeks to collect the item. Upon collection they contacted me that they cannot refund as there are scratches on the sole. Something that i have not worn. When asked to provide video of proof they refused. What a shame, there acriom is very un trustful site, will never order anything from them and will ensure everyone to know how they act.

I ordered 3 dresses for a New years party, of which I generated a return order for 2 straight away. It took me several emails and several WhatsApp chats to arrange a collection of returned items. Once the items were returned I was offered a refund for only one item- although 2 had been returned. Upon enquiry I was told that I had requested a refund for only ONE item. Which is incorrect. The purchase process and delivery are efficient . The return process is a nightmare. For this reason I would not use this site again

Worst shopping experience. I received a luxury bag with a defect on 18 December and requested a replacement immediately. To this day, nothing has been resolved. I’ve had to call customer service every day with no outcome. Completely unacceptable service for a luxury brand.

Ounass presents itself as a premium shopping platform, and outside peak periods the experience can meet that standard. The problem becomes clear during peak season, when the gap between promise and delivery is hard to ignore.

The website continues to promote delivery within two hours in Dubai, yet during busy periods this is not reliable. Delivery windows are shown as commitments, but in practice they are not guaranteed, leaving customers waiting with no certainty.

To cope with volume, Ounass appears to rely on third-party couriers. Once deliveries are outsourced, accountability weakens. When issues arise, responsibility is unclear and resolutions are slow.

False delivery attempts are another recurring issue. Customers are present, no courier arrives, and the system still records an attempted delivery. This quickly erodes trust.

Customer support responses are polite but largely scripted. Instead of ownership or clear solutions, customers receive generic replies that feel designed to move on rather than fix the problem.

Delays during peak season are understandable. Failing to manage them transparently is not. Ounass maintains a strong brand image, but peak-season delivery performance does not consistently support its premium positioning.

Terrible!!! Service is sosoososoos bad!

Need someone to reach out or answer and I keep speaking to the agents on WhatsApp who comes and go no real care

0 personalities in this company just a credit card processing

Worse experience ever, i ordered online, they made a mistake and send me the wrong item and when i called to complain they kept telling me we are checking and get back to you and they never did, each time i called customer service i have a different answer
Even the manager that talked to me on the phone said he will help me wirh this issue but he didnt do anything about it
Im very disappointed

I have bought things from here a few times and have always had a good experience. There was a slight issue with my last order however the customer service team handled it well and rest assured all was rectified. They are clearly actively trying to improve their customer service and I was very appreciative of their efforts. Will definitely be buying from here again.