LuLu Hypermarket
Reviews and Complaints

We came for purchase in alwahda mall lulu between 1pm and 3pm in clothes and apparel section . We bought one stroller for my young child, clothes for elder one mad chap pals for wife and so on. We saw so many service guys gathering and having a chat called for help choosing the items but they will just come and leave for some reason and will not attend back. One old man in apparel section did nice. Others seems to be not interested in serving us. Kindly advise the customer relation people to be attentive so that the customers would be happy .

This is an offical complaint that i am raising to head office untill i recieve a response from the LuLu company. Today at your hypermarket store in Jubail city, my husband and I were insulted by a member of your staff. It was about to be prayer time so my husband and I were leaving. And as we were leaving a member of your staff was about to close the shutter. When he saw us he didnt stop shutting so that we leave instead me and my husband and daughter were inches away from being hit and he shut the shutter almost over our heads even though my husband told him to pause so we leave. So we ended up being that i was inside and my husband was outside. Almost injured in the head. After my husband went to him and asked him why he done that. He was extremely rude and said to "get out" and he refused to give us he's name. He also told us to "shut up". He also told my husband no why "should i stop the shutter?" Please take into consideration that all this time he had his hand on the switch of the shutter. Is this the type of employees you hire to treat your customers? I am a British doctor and my husband is a British engineer. So if this shutter touched our head i would have sued this company with medical and cctv video evidence. This is not how anybody should be treated. When he refused to provide his name. And he removed his name badge. I took a picture of him. Please see below.

You doing not good by making your pistachio halawa only visible good. From outside everywhere looks like too much pistachio, that's why I made my choice of that. But when I opened it I was too much disappointed because inside is plain halawa. That is so unfair for your customers, because they can't open and see inside. I'm going to tell about that to all my friends and I never buy from you anymore. You are making from people fools.

I bought apple ipod nano from lulu webstore on 30th oct 2017, the earphones are not working so today i went to apple store as peoduct is still in warranty.
In there system, the date of purchase of this product is august 2015 and hence warranty collapsed in 2016 only.
How is that possible? How can Lulu sell product with older date of purchase.
I will take legal action if my problem is not resolved as soon as possible.

First of all me and my husband is a regular customer in Lulu Barsha branch, we love to go to this branch because it's near to our house and most of the time they have good offers, but today, me and my husband was so upset for the way one of your salesman treat us which unluckily we forgot to get the name, but I think from the time and date we bought the item it is very easy for your management to check who's the responsible salesman . At around 4 pm to 4:30 pm (29/10/2018) Lulu Department Store Al Barsha.
Me and my husband bought a mobile, Samsung J4 specifically, We asked what are the color available, the salesman who I forgot to check the name told us it was available in 2 color, lavander and gold, we told him we want the lavander. I become busy checking some other mobile phone while the salesman approached my husband any insisting and recommending Huwaie brand, my husband told him next time, the same salesman who's name we don't know asked us to follow him to the cashier. He gave the mobile phone in the cashier without telling us anything just he left looks like we don't exist anymore, even the lady in the cashier told us that the salesman just put the mobile in the counter and left without telling anything to her.

Same time we bought a Philip Bowl Mixer, we paid both items at the same time, and we left home.

At around 8:00 pm same day, I open the bag to check the mobile phone, removed the plastic and luckily before I open the box and damage the seal I saw the color of the mobile was Gold which I was very surprise because we asked for Lavander color, immediately I called customer service and told about the situation, the filipina lady in the phone told that she will call me back to check from the concern people, she called me and told that they told her that lavander color not available. I told to my husband I want to go there directly and talked to the people in the customer service. We went there around 9 pm same day, to make the long story short, customer service surprisingly told me that they have lavander color, they changed the item.

I'm really upset with the salesman who attended us I want to know his name, I approached the mobile section and asked the name of the guy because his not there and imagine nobody knows him, I asked this Vivid guy and he told only him and the other small guy there, so it means a ghost attend to us, nobody knows his name.

To end this long story, this guy who attend us who's name is very mysterious, he needs to know how to respect customers, and know the word customer service, knows how to say thank you to customer, and knows his work. Because as he gave to us a wrong color of the item we asked to him, it means he is cheating the customer.

So give me again a good reason why do I need to come back to this specific store, and be a loyal customer to you.

POS: 38, RECEIPT: 76842 (29/10/2018)

It has been almost been more than two weeks, we have still not received our B&D stand fan. How, irresponsible you guys can be. Whenever, I called up at the Lulu Hypermarket, Fujariah, the customer service rep assures me within three days. He also stated that It has gone to Dubai. As per my understand, Even if a Camel starts his journey from Dubai it will take max a week to reach Fujairah. Such is the state of Lulu in Fujairah.

Pos Recpt No 22/605783 Dtd 16/09/2016

I had given this luggage trolly for maintenance under warranty in Lulu qusais on 07th Oct 2018. Aftr several followups i could get the trolly back on 25th oct 2018

However the issue of Handle was solved but the Zip was damaged & I could feel by seeing smthing heavy weight was dumped on the empty trolly due to which the damage was caused.
When i expressed the concern the staff was denying by saying its just the Glue which has gone off & nothing to worry & if at all it needs to be repaired then they would re send it back to company for repair which will again take 15 days.
No solution is being given yet i have been waiting since 1 hour

24/10/2018
[protected]
There was an item at the top shelf stand in front of the cashier which no one in the shop was not able to explain how to be used.

As per my understanding, merchandising prefer to utilize similar locations in order to promote a product. If there's no a single person in the shop able to explain it's main specifications, how could it be sold?

As a solution I would suggest a regular training for the stuff in order to evaluate their awareness of the product specifications.

Sincerely,
Anastasia.

I am not sure if this will reach you and you will review and take action. But i still need to highlight to you the pathetic / poor service at your outlet

your tag line states "where the world comes to shop"

so my question is - is this world only keralites and not others?

well to start with i am a very old customer of lulu - 17 years (not sure if this means anything for you) and have noticed the service deteriorate from bad to worst

incident - i had visited qusais lulu on sunday on 21st oct 2018 evening between - 5- 6 pm

first i went to the hypermarket on the first floor - and was looking for 2 specific things only and not casual / time pass shopping.

On the entire floor there were no staff to assist with where to find the item etc. From the extreme end women section until the payment counter i walked just to find a staff to assist me with the item i was looking for.
Then walked back with him to the counter, only to be told "pls search here"
i fail to understand what is the floor staff's job? are they being recruited just for namesake or is it that they are so frustrated / unhappy with their jobs that they dont bother

after trying to find myself, when i was frustrated and tired, since i was back from work, i left it.

Let me tell you, i am working in a reputed bank in service excellence and am handling complaints and service . We have service standards and our staff are required to abide at all times.

Not sure if service is of any importance at your organisation .

Please note - a keralite staff speaks to a keralite customer as his own in their language - so then why not you change the tag line and your customer base.

Then i went to the supermarket below -

this experience is horrible -

again on the entire floor there were no floor staff to assist - you need to walk from one end to other to get assistance

i picked up a cake and needed to know where i can find a box - so i started asking the staff at the grocery section - he did not bother to look at my face or the item and just rudely informed to check there (pointing nowhere)

then i walk to the roastery and the staff there was so rude - when i showed what i was looking for - she told my rudely - " this is not my section, i am here - go and check there (again nowhere)

i did tell her that i have walked the whole floor but she was like look i dont care - not my job -
her attitude in answering was " you should know - dont know if i am working in lulu or they.

Then i walked to the cold sectionn - there i asked one staff - and he said " this is not my section i dont know" i lost it and asked him if he is working with lulu or somewhere else - since i was angry and vocal - he took the cake making a face and mumbling and just disappeared
you will not believe - i did not find the cake box, nor bought the cake as no one was interested.

I was already fuming and when i reached the payment counter - i told the lady - i want to complaint - she said ok take this paper and write - but was not interested

so then i went to customer service - just 1 staff and she was busy and not interested. Finally i had to scream and she said " oh ma'am its ok this is not a problem they are all short staff and you are not the only one complaining - i was shocked but still insisted to see a manager

she called the manager ( mind you there was no - gm / [censored] gm / floor manager ) - the manager took his own sweet time 20 mins to come and he was shabbily dressed - tie was not proper, shirt was out and felt he was walking in a garden.

Is this the dressing style of your staff - when you look at them you feel you are in some mandi in india - and not dubai - i wonder how you are awarded - is there some other way of getting awards

anyway that's your lookout but from professional angle - it is pathetic as the dressing of the staff makes you know the inside and organisation

then this manager - his language is horrible - english was vernacular - are the staff recruited not english speaking -
when i complained and told my issue - he said oh its ok - we will train - this happens - there is less staff

so basically the whole unit agrees that there is less staff and hence pathetic service is acceptable.

The above experience was not first time - but repeated at all times and have noticed this in my last few visits.

I dont know all the above will be personally read by you and actioned or just deleted, but this will be definately put in social media, and consumer forums

it is word of mouth, again i know " your own people will not like it" but then in this multi cultural country for you all should be of equal importance

please work on your service - i have visited carrefour multiple times and note that the staff are courteous, well dressed, spoken, and helpful - they do justice to their jobs and the customer's get the feeling of being importance and assistance is provided at all times

please train your staff and have more staff for assistance teach them to be more service oriented, and assist customers with a smile and be polite in talking

your other branches also have the same - so guess that this is your culture and code of conduct followed
i know my self is a small customer for you and may not impact at all, but the entire episode has left a sour taste.

When i see you in articles in newspaper we feel oh they are big and professional but the behind the curtains is a different story.

Do you believe in service and are customers important for you?
is it that since you are now a big name - it doesnt matter, - but remember that you are this big name cause of your committed customers
what is the action plan that you intend - or is this mail and feedback form is going to be in trash bin

improve your pathetic service and train your rude staff -

i demand an apology and investigation on this issue and update

i expect a call and action taken and am willing to guide you for better service - this is required at your end

please update me before i go viral with this email and mind you this is no threat

dissatisfied customer

tasnim - [protected]

Hi,
I purchased the above product from lulu hypermarket in Sharjah on 13 Oct 2018. When I bought the item I was informed that item will be delivered on 14 Oct 2018 fully assembled and the delivery person will demonstrate that it is working.

1. At 6:00pm on 14 Oct I received a call from Lulu saying that my item is going to be delivered at 7pm and that I should ensure that there someone at home. No one turned up or even bothered to call to inform about the status until I called Lulu at 10:30pm enquiring about the status. Then I was informed that order is on its was and should arrive latest 11pm. Again nothing arrived and I called Lulu again at 11:20pm. I was then informed that the delivery is "pending". I asked how could it be pending when I was confirmed twice within the same day that item is on its was to be delivered. I was told it's because there was traffic jam in my area. That was completely as there was absolutely no traffic in my area. I said this to the person I was speak with, the gentleman said he will call me back in few minutes. I waited and approx 11:30pm somebody else called me to say that delivery cannot be made until tomorrow. This time the reason wasn't traffic jam, instead, too many deliveries for the delivery guy so he could not deliver my item. I disappointedly agreed to have the item delivered the next morning explaining that my whole evening was ruined since 6:00pm as I had to stay home for its arrival.

2. Next morning on 15 Oct 2018, the item got delivered "un-assembled". My wife asked the delivery man to assemble it and to show that it works to which the delivery man refused saying his job is only to deliver and that she should call customer services. Again this is not what I was told when I purchased the item.

3. After being transferred to different departments (deliveries, sales, service) I managed to speak to someone explaining the situation. I was told it is very easy to assemble and I should do it myself. That was completely unacceptable as first of all it isn't easy to assemble and secondly if during assembly if something gets damaged who would be responsible for it?

4. After several calls, someone from your customer services department informed me that he will come to assemble the item on 19 Oct 2018 (6 days after the purchase). Again no one turned up, luckily I had saved the mobile number I received the call from. I called that number at 11pm on 19 Oct 2018 and the gentleman informed me that it was not possible for him to visit today he will now visit me next morning at 11am on 20 Oct 2018. Guess what! No one turned up.

5. At 11:30am I called and this time the gentleman told me that he will come tonight at 11pm.

Needless to say I'm extremely disappointed with the level of service. I would like to know what Lulu can do remediate the trouble and hassle I have gone through.

Thank you

Azeem

Good evening,
Unfortunately I went to ur branch at Cairo Egypt today about 4pm to buy some groceries and after I finished shopping I go to the row number 29/30 with unrespectibale manner a customer take my turn on the cache I try to talk with her to tell her that it is my turn she replied very rudely the amazing that the cacher girl didn't take any action although she gestured to me that unfortunately my turn and when I ask her about that in front of the gust she said it is not her role to Organiza who is turn and answers very rudely I ask for supervisor unfortunately agin said it is my problem to solve ! And when I said to him if the place police is ok if I take other customer turn he said NO but it is ur problem to solve ! I ask for the manger first he said it is not there role and when I ask him about the policy of the place and who is responsible to apply it is it me or the people who work at the place he admitted it and ask me to write a complain and they will take an action with the girl after investigation!
When I see the weird attitude of the management and the girl is completing her work very normally without even a word of plam to her or even an apology from her or her supervisor I insisted to return all what I buy because simply I fell humiliated not even having a verbal compensation! From any manager there I just wandering if this normal attitude for a huge hyper like yours ?! As I did see any kind of customer care attitude nor customer satisfaction
I send this email hoping to have response as soon as .
Thanks in advance

I recently bought 5kg lulu matta rice from lulu hypermarket, Al barsha. It was very disappointing to say the rice we bought has some unusual behavior. On washing the rice my hand is covered with wax like substance and also it wasnt removing even after washing hand . I find this as a unusual thing. Please make sure that your product is not adulterated and it is not affecing your customers health.

I brought oranges from lulu hyper market, madinat zyed shopping center, Abu Dhabi. After eating the orange i felt some chemicals smell on my hand. After half an hour i was feeling headache and feels like vomiting. I gave it to my daughter and she also feels like vomiting. I'm writing this complaint because same incident happened before when I bought pear from same outlet. It is very dangerous and for small kids also we are giving these fruits. How can we trust these even though this is a big oraganization and there brands are present everywhere. Please do something to stop these kind of food items.

Hai I buy ikone 55 inch tv 07/10/2018 from lulu al qusais near stadium metro station dubai,
When I buy tv sale executive said we will give installation for this tv, free will do at time of delivery, but when delivery was done, delivery person change plan, installation technician will come evening,

Today 10/12018 there is no hope for me installation will take place today or not. Moreover I call more than 20 time in between these days there no planed reply from staff about service, even calls they transfer nobody will be answer,
I will choose buying another shop instead of lulu,

I purchased 425gms of Norwegian salmon from the Lulu hypermarket< Al Qusais on the 7/10/2018. upon cooking it tasted unfresh and terrible and was unedible. I paid 31.15dhs for the same and have the bill too. We are regular buyers at the supermarket since the past 3 and half years and never faced an issue. I feel short changed and this episode has actually left a bad taste in my mouth.

I purchased a dell laptop Inspiron 13 5700, two days before from your Al Qusais Supermarket. But it was not working properly fan was making a lot of noise, so I had to exchange but to my dismay I was again given a faulty laptop with same problem. I was upset as I had to waste lot of time in this 2 time exchange. Moreover, the behaviour of your employee Rohit Raina a Nepali person was very rude. Instead of apologising for selling a faulty product two times, his behaviour was extremely harsh.

I am writing to complain regarding the inappropriate behavior of a particular security guard Mr Qasim who's employed with lulu Al Bandar, Oman .
I would like to shed light on the incident that took place early morning on 6th october at 11:30 am .I had finished grocery shopping and was walking out, the security censor beeped . since the censor is faulty and keeps beeping most of the time, i continued to walk till i reached my car .To my surprise i hear the security guard come after me and asks me to come back in a very arrogant tone . i went all the way back to the security area, i was made to stand aside by the guard who was extremely rude, impolite and disrespectful towards me . My trolley was checked and since everything was ok, i was asked to get lost by the guard .i have been a regular customer at lulu bandar since 4 years and never have I been treated this way before .I dont mind the fact that inspite of the faulty sensors, my bags were checked .but it could have been done in a very polite and courteous way .As a customer, the attitude and behaviour of security guard Qasim is not acceptable .He was unapologetic and very arrogant and got away saying he was an Omani,
This unprofessional, insulting and disrespectful behaviour of security guard qasim is a gross breach to any company's professional conduct policy .
I demand that, proper security sensors to be fixed and responsible qualified security guards to be appointed . I look forward to being advised as to the outcome of this complaint .
By this horrifying experience, i would never shop at lulu bandar again !

I parked my car in kuwait dajeej basement at location P15, there was drainage pipe broken and drain toilet fallen over my car and totally destroyed. It was miserable and to be washed . Its happened due to the negligence from your maintenance team. Its clear from the site that the leakage was there for a long time. Its against municipalicity regulations and EPA.
Thanks
Roy
Mobile 00965_[protected]

Bought One touch verio glucometer about 2 weeks back. After 3/4 readings gives error. Says see customer care. Again works sometimes.
Tried to visit the shop. Lulu Ghubra Muscat Oman. Worst customer care. Kept machine with them and bought another machine. Salesman said no warranty of electronic machine. He compared it with cell phone. I explained him that this is medical equipment and not electronic shop item. He shrugged off any responsibility and asked to talk to One touch customer care. Absolutely no responsibility of the goods he sold...

Hi I had purchased fish briyani when I asked to pack asked the sales guy as well whether it is good to eat or not he said good to eat on behalf of his words purchased and the validity in the food container mentioned upto 28th sept 2018. Total bill of my purchase was aed 249 when I purchase the food to eat it should worth am I right? But within ten minutes reached home and kept in oven to make it hot when I keeping the first time I came to know it was spoiled. Please make sure to inform your employees to maintain the word trust for god sake I won't buy food in lulu in future. Please take some action and give me a solution. Attached food container box label and bill for reference.
Jude