Does not understand anything about luxury or customer service
First, Ounass only strength is their fast 2
hour/same/next day delivery delivery. Beyond that, other sites that offer a better shopping experience than Ounass, more choice and refinement. The best of those being Netaporter, and Outnet for discounts, mytheresa, ssense or directly from the brand.
Second, I want to share about my horrid experience with Ounass who are clearly out of touch with their typical target customer. After sending me a “possibly” fake purse, I requested a return within 30 minutes of receiving the order, and this item was collected next day. I clearly marked in return that this item is plasticky and I’m unhappy with its quality. Turns out, after 2 weeks of zero communication about what was going on and me chasing them up on a $2.5k refund, they reached out to me with the rudest customer service personnel, a said “Abdelrahman”, who claimed that I had scratched the item and they would not be accepting a return. He further went on, to say they would be doing another 3/4 days of investigation after which he said that they confirm without a doubt that their quality team, had parked the item in okay condition. He further went on to inform me, that I can either take the item, or they would keep it in their warehouse if I want to keep thinking about it, but I would never receive any refund from them for the same reason. Upon requesting him for some information on how this investigation and conclusion was made, he said they can not share their internal process of investigating this or any evidence for that matter. They just know and that there was no way this issue was from their team so I should just take what he says by call and quiet my anxieties. Basically, after following all t&c and being an avid shopper of all things luxury, I was forced to accept and retain this item over some internal scam basis.
I will be sharing some more info on the same experience on my youtube channel including how the process of addressing in line with consumer rights goes.
Third, when I reflect on this experience, there were always signs of cracks in the ounass process that I want to highlight here.
Incorrect descriptions on sale items
While there may be a multitude of reasons why items may be of sale, I have on one occasion purchased items from ounass whose description did not match.
hour/same/next day delivery delivery. Beyond that, other sites that offer a better shopping experience than Ounass, more choice and refinement. The best of those being Netaporter, and Outnet for discounts, mytheresa, ssense or directly from the brand.
Second, I want to share about my horrid experience with Ounass who are clearly out of touch with their typical target customer. After sending me a “possibly” fake purse, I requested a return within 30 minutes of receiving the order, and this item was collected next day. I clearly marked in return that this item is plasticky and I’m unhappy with its quality. Turns out, after 2 weeks of zero communication about what was going on and me chasing them up on a $2.5k refund, they reached out to me with the rudest customer service personnel, a said “Abdelrahman”, who claimed that I had scratched the item and they would not be accepting a return. He further went on, to say they would be doing another 3/4 days of investigation after which he said that they confirm without a doubt that their quality team, had parked the item in okay condition. He further went on to inform me, that I can either take the item, or they would keep it in their warehouse if I want to keep thinking about it, but I would never receive any refund from them for the same reason. Upon requesting him for some information on how this investigation and conclusion was made, he said they can not share their internal process of investigating this or any evidence for that matter. They just know and that there was no way this issue was from their team so I should just take what he says by call and quiet my anxieties. Basically, after following all t&c and being an avid shopper of all things luxury, I was forced to accept and retain this item over some internal scam basis.
I will be sharing some more info on the same experience on my youtube channel including how the process of addressing in line with consumer rights goes.
Third, when I reflect on this experience, there were always signs of cracks in the ounass process that I want to highlight here.
Incorrect descriptions on sale items
While there may be a multitude of reasons why items may be of sale, I have on one occasion purchased items from ounass whose description did not match.
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