“Ordering a gift from Ounass
I’ve always chosen Ounass for their fast and reliable delivery, especially the two-hour express service, but my recent experience was extremely disappointing and frustrating.
I ordered a gift for a friend and naturally selected express delivery. However, the entire process turned out to be quite embarrassing. After inputting the delivery address, I chose to pay using Tamara—only to find that the OTP was sent directly to the recipient instead of me. This completely ruined the surprise. To make matters worse, Ounass’s platform also requires OTP verification of the receiver’s phone number, meaning more codes were sent to the recipient without my knowledge.
Despite paying for same-day delivery, the gift was only delivered the next day due to a "failed delivery attempt." The address provided was complete, including the apartment number, and I had expected the package to be left at the door if necessary. This delay completely defeated the purpose of choosing express delivery.
When I contacted customer service to file a complaint, I was told that in the future, I should place the order under my own phone number and then call customer service to amend the delivery details—after navigating an exhausting virtual assistant process, of course. Not ideal for a supposedly premium service.
To make things worse, a customer service representative even contacted the recipient to follow up on the complaint that I, the sender, had filed. This crossed the line in terms of privacy and added to the overall embarrassment.
This entire experience lacked logic, discretion, and basic customer care. I’m sharing this review in hopes that other customers are made aware and don’t face the same embarrassment when sending a gift. I also hope this serves as constructive feedback for the Ounass team. It would be a huge improvement to create a separate “recipient” section during checkout for gift orders to avoid this kind of confusion.
To top it all off, Ounass refused to refund the express delivery charge—even though the service wasn’t fulfilled as promised.”
“I ordered from Ounass a bag that was intended to be a gift. Since I know a lot of online stores now offer “Premium Package”, I made sure I selected that to free myself from stress in buying a box or a paper bag (since they are offering, why not utilize). Sure the bag came in a dust bag but in a brown box only. I reached out to the thru e-mail and they even gaslit me into thingking that the fault was on my end so I took a screenshot of the invoice that was sent to my e-mail upon purchase. The audacity.”
“I had the worst experience shopping with Ounass. I ordered a pair of shoes, but the size wasn’t right, so I returned them within less than a day. I only wore the shoes for 20 seconds to check the fit before immediately requesting an exchange for the correct size. To my surprise, instead of exchanging, they sent me the new size and refused to take back the original pair!
Now I’m stuck with two pairs of the same shoes, even though I followed their return policy perfectly. I feel completely scammed—this is not the level of service I’d expect from a supposedly premium retailer. Customer service was unhelpful and dismissive, leaving me to deal with the inconvenience and cost of their mistake.
Ounass, this is unacceptable. I won’t be shopping with you again, and I’ll make sure to warn others about my experience.”
“Poor refund process , returned 3 shoes immediately after realising they don’t fit . Somehow they only refunded one shoe after numerous calls they have still not refunded my two pairs of shoes
Really poor service stay far away from them”
“Refusing to return item that was delivered damaged. Reported within 5 minutes. Reported to DED because have had to follow up 7-8 times and get in an endless loop. I know a scam when I see one.”
“Spending a fortune on Ounass over the last two weeks returned one item which they claim was have damaged which I did not!
They won’t refund my money - will never purchase anything again!”
“In end of 2023 i had an event so i ordered few dresses from ounass picked one and returned the others. Ounass accepted my return. After a month i ordered another item successfully. This week i was trying to order but my account looked blocked i called them and they said the management decided to block me because i made a big return and i can t order from them anymore which was funny to hear especially that they accepted the return and after that they dis let me order. Anyway the customer service ignored this fact and i believe that they already have so many customers and started reducing the quality of their service. The items i wanted to buy only ounass have it discounted so i created another account with another number and they happily delivered my order. Found that a bit dum from them but definitely wont order again if not needed especially that there are many other better sites.”
“Very disappointed and mad !
Firstly, I returned a pair of heels for size exchange for sure it took 11 days to receive back!
the quality team said there were scratches below the sole of the heels.
The scratches were already there when I received it thinking it was normal.
I tried it for less than a minute just to confirm the size!
I wish i took a picture of it before trying it for them to compare!
And the way they simply throw the heels in the box without arranging it like a garbage as what I have carefully arranged before returning it to them !
Secondly I ordered with WHITE gift box not BROWN REUSABLE box, they returned it in brown reusable box!! What if it was a gift?! U have no right to change the box !
Ounass manager should really re check the staff how they are working without being observed !”
“I used to love the fast delivery service of Ounass but this time they delivered the wrong foundation and I was expecting their customer service to be fast as well but it’s absolutely not. On the phone I was advised to reach out through their automatic WhatsApp, which stopped working halfway (tried multiple times). When I called back again they told me that i should wait for the management to reach out to me and to see if they can exchange the foundation, while it has been a few days now and no one reached out and the mistake was done from their side! The main reason I ordered from Ounass was the fast delivery but to experience how they deal with a situation where they made a mistake and sent the wrong product is very discouraging to ever order again.”
“As many other customers I experienced the fraud from OUNASS. Ordered 2 pairs of shoes, only tried one and returned them both THE SAME day. They rejected my return. Delivered ONE pair of shoes back to me. I can't wear it, because these shoes are too big for me. And for the second pair I haven't received either money or the shoes themselves. Trying to get it back for 12+ months at this point. So I basically gifted them AED 2900. FYI I used to buy from OUNASS almost every month before that, so I had a good purchase history, but that doesn't matter to them.”
“Their price match terms doesn't clearly indicate the qualification and criteria it is just a bait for you to buy from them, you'll end up buying expensive product and when you try to send a price match claim for like multiple times, they will reply to you after a month saying about their 1 month policy and you'll be declined for any reason they come up with.”
“Title: Disappointing Experience - Below Expectation Rating
Review:
My recent experience with OUNASS has been nothing short of disappointing. Despite reaching out to their team regarding a price matching request and providing evidence of a price drop within two days of purchase, my request was declined. This decision was made after numerous attempts to communicate through various channels, including multiple phone calls and WhatsApp messages for follow-up.
To make matters worse, I later discovered that the product was discounted, which only added to my frustration and sense of undervaluation as a customer.
This entire experience has been a waste of time and effort, leaving me deeply disappointed and questioning the value of my patronage.
I feel it's important to share my experience to caution other potential customers about the lack of consideration for customer satisfaction at OUNASS.
Regrettably, this will be my final time ordering from OUNASS.
Rating: ⭐ (Below Expectation)
Best regards,
Sahar”
“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.”
“Have you paid for trying on shoes at a physical store ? Are the shoes you try at a store checked for scratches before you leave? And if while tryin, the sole gets scratched are you obliged to pay for the shoes?
Well that seems to be the case with OUNASS. possibly sent me a pair with A scratch on its sole, or maybe it got scratched while trying on- and their "quality" team decided it was not in a good condition! Seriously . Should have come up with a better excuse. Would recommend to go buy shoes from the store rather than with these guys otherwise be prepared to waste your money.”
