Alshaya Group
Reviews and Complaints

A person whose name is known as Gilbert Raj or Roshan, Facility Supervisor of Al shaya employee in Kuwait.

The above stated person collaborated with second party outside company under the incharge person name Feroz, most of shaya outsourced jobs are getting done through this second party, and Shaya employee name stated above in away interlinked on profit based on jobs given to second party.

Management may investigate and dig out information to study on the same which will give very clear picture ok corruption based on previous outsourced jobs history.

The above information shared on the good intention of Al shaya. Thanks

I have ordered a pair of shoe from new balance of Al shaya group in dubai and paid full .they offer delivery three business day.but still after two weeks of making order no delivery.I tried to just contact them on the website help service but no use no one even replying my enquiry.Ian now very disappointed and wish to cancel the order and get the refund but I don't know any of their contact number or email address. this firm must shutt down

Dear Manager

I did a purchase of dhs 255 dhs among that one T shirt for my son was damaged . They went for vacation and came back on september. After the first wash , all prints came out and it looks like an old one. He used only once . I went to your showroom in mirdiff centre .., Dubai . They connected to me customer care and they refused to exchange it. I know that we bought on May , but we are not able to bring it to the showroom as they were not in dubai.

I am a regular customer and did not expect such a behavior from your showroom .you should consider its an genuine reason and I hope you will take necessary steps to exchange

Thank you

Mohamed Rafique

[protected]

[protected]

[protected]@hotmail.com

I already return the item on 24 April in footlocker shop in Dubai mall which is Nike air force shoes because they don't have available the size which i need after returning the item the refund can be done within 14 days but already 24 days now I didn't receive the refund and when i m calling to customer care they are giving me only dates next next this is too much frustrating and irritating service by al Shaya group worst ever i could say there is no proper support no proper team who is working on your complaints all unprofessional

Purchased item on the 23rd December 2021. Same day returned and requested a refund. Was informed the refund will take up to 14 days.
Still have yet to receive it. I have email evidence that my complaint was submitted on the 12th January 2022. Yet they tell me it was only submitted on the 17th Jan. I was asked to submit details of the purchase, receipt number and contact details which I did and now I have received no more news from them at all.
Followed up with a call today and was told that they will call within 48 hours which I have yet to believe.

I purchased 2 items on their online platform under newbalance alshaya group. The purchase number was 8992. I already made a payment online 251.19 SAR and it was confirmed thru email. It was mentioned there that it will be delivered by 3-5 days. I was expecting for the delivery but there is none. Then I am sending on their email asking what happened but there is no response. The email was [protected]@alshaya.com... I sent a complaint in the main email of al shaya someone contacted me and informed me that it was cancelled because the items are not available anymore. He set the expectation that the payment I made will be credited back to my account within 7-14 days. I waited but they did not give back my money. I tried to send a lot of emails but no resolution at all. I AM AFRAID THIS WAS A SCAM BUT I WAS REASSURED BY A REPRESENTATIVE WHO CALLED ME THAT IT WAS CANCELLED. Please help me.

My name
Ume summaya
[protected]@outlook.com my id in case you want to see what I shop yesterday n how many things I buy from al shaya brands this Oliver dalangin was a cashier because he was standing on counter I said yesterday I got some shirts n pants but mistakenly I got blue shirt which I needed medium but it's large I asked him to check he deny to check when I check it wasn't available I asked to check in other branches he said we can't then I said ok then refund he said I can't refund .. like he was being too rude the other lady came also trying to be smart that no no we cannot later on when I start pointing out them that this is not the way to talk to customers I spends more than thousands aed if this is how
You behave I'll come n refund .. they asked you paid by cash I said yes they think then again said sorry we can't refund .. at least they could refund in card .. n lady was showing in camera you see she act like she's being sorry and actually she tilt her body n said that what do you think I'll sit for you down n say sorry never .. I said no I don't expect you to sit down .. then the person whom name I mention may be a philipino he said don't point your finger stand straight then talk to us .. THIS IS HOW YOUR STAFF BEHAVE ? If yes I'll take allll my stuff which I bought yesterday n refund everything n I'll never ever buy from
Them ever again … I really really feel bad that In front of others they behave like this to me .. I'll never go to American eagle ever in my life .. bye!

Placed an order on line on 01 Sept 2021 for a pair of rubber shoes with style no. WS327PAB.
After 3 days Alshaya delivered the item with a different color which belongs to style no ws327pa, a different stock no as against what I ordered. However, the invoice that came along with the shoe box shows the correct style no. Ws327pab. But the color of the actual item delivered is wrong.

Immediately, I called [protected] to raise a complaint. CS rep only asked me to wait for 48 to 72 hours as he said they would investigate and arrange delivery of the right pair of shoes to me. Little did I know that I need to have a complaint ticket from the CS rep for future follow up which he did not provide me.

Three days passed and no delivery came & so I called again the CS dept to ask where is the product replacement. The new CS rep who answered my call said there was no complaint ticket reflected in their system for my complaint and so he raised a complaint ticket no. And asked me again to wait for another 48 to 72 hours and wait for their feedback. Therefore, I wasted 3 days waiting for nothing!

on the 6th day from date of receipt of wrong item, still no feedback was received from Alshaya and so I called again Alshaya Customer Service for the 3rd time and mentioned the ticket no. But still no update or action from their side. They only keep promising that that they will investigate and come back to me but no one really bothers to call me from their side. Such a poor customer service!

it is now 09 Sept and still no update is received. Please help me on this complaint as I am travelling back to my home country on 13 Sept and I need to bring this item or refund the amount soonest before I leave Dubai on 13 Sept. 2021.

Product shown on photo is the wrong one & has to be replaced with right color or the amount paid to be refunded asap.

I have been contacting Alshaya every day several times since 29 Aug 2021.
I had ordered 6 sets of cutlery in black, out of which only 2 were delivered in black and the rest were in gold. I had put my friends address and name on the delivery as I was out of town when I ordered. I have told them countless number of times to remove my friends details from their system associated with this particular delivery. Initially all I wanted was to exchange my items and have them send me the correct items I had ordered. After one week of no update whatsoever, and many many phone calls per day, I decided to request for a refund and return the gold cutlery sets. There is no transparency or competency in their system. I had been calling and requesting for an update for several days, and only yesterday they chose to actually escalate my complaint to the finance department for a refund. However, when the pick up company wanted to contact me to schedule the pick up, they contacted my friend who lives in another city to go and pick up the items, although I had told them over a 100 times to update my address, made them repeat my address several times to make sure they got it right and 10 days later they still got it wrong. On top of that, when they tell you the supervisor will call you back, he ends up never calling you back or even responding to your emails. Extremely unprofessional and inconvenient service. 10 days in, and they are still getting my phone number wrong, my address wrong, and the items are still with me and my refund is nowhere in sight !

13 days ago, I received a piece of furniture where the marble was cracked in two. I immediately raised this on the live chat and was given an email contact where I shared the image.

I formally raised a complaint on the website 3 days later as I had no response and have continually followed up.

Nothing has been resolved and I still have a broken product.

Complaint: Pottery Barn online purchase
Complaint number: 2010020
Order number: PBAEHDE0352718
Defective item: Serta Deluxe Plush Mattress
Item number: PF7443807

On 26 May 2021 I bought a full bed set from Pottery Barn. After receiving the mattress, I noticed that I could hear the springs and coils in the mattress, like tight strings being plucked, and it was disturbing my sleep.

I first contacted Alshaya Group customer service on 18 June to explain my concern and got an email back saying, "we apologize for the inconvenience, but you have to understand that the manufacturer makes changes to products to better suit customer needs, we will send them this complaint, goodbye". And that was supposed to 'solve' my problem.

I emailed back saying that I have a warranty, which should protect customers from these situations, and that I would like a different mattress, which will be more comfortable, and I am willing to pay the difference if the new one is more expensive.

To cut a long story short, several e-mails have been sent back and forth, every time I get a reply, it's as though no one has heard of this complaint before.
Every time I am told that it is under investigation and that I will receive an SMS with the complaint number and someone will contact me soon.
I'm still waiting for someone to contact me.

I was asked about 5 times to send pictures of the product, (which I sent every time), I even sent it directly to Samih Gandour at Pottery Barn Furniture section, and got an email to say ''thank you for the pictures, someone will be in contact with you shortly", and then...nothing, and that's because the case was closed, without my knowledge, and the reason?...NO PICTURES WERE SENT!

I then put in another complaint.

I finally received an email on 29 June from Thomas Genidy stating that once the complaint has been registered (which it should have been since 18 June, but apparently wasn't), I will automatically receive a complaint number via SMS and someone will contact me, basically the same story I was told in all previous communication. Of course, I never received either, and it's already 1st August.

This email, however, stated that they will aim to replace the item if it's available, or if the item is not available I receive a refund within 7-14 days.

Again I emailed them asking when the agent will contact me, as I am still waiting.
And again I got an email back saying that they are currently looking into the matter to take action, but I received no answer as to when someone will contact me.

At this point I'm clearly being taken for a fool. This is the most appalling customer service I have ever received.

I know that IF they decide to send me another product, and I face the same problem with the product, I will be getting the same level of service, which is completely unacceptable and I would rather avoid.

Therefore I would like a full refund so that I can buy a more suitable product from a merchant that will (hopefully) provide better customer service and better quality products.

I hope someone can help me finally settle this issue.

I've attached a copy of the email that stated I will get another product or a refund within 7-14 days.

I do not know the status of this complaint right now, as there is no communication/updates from Alshaya Group regarding this matter.

My email address is [protected]@yahoo.com if anyone needs to contact me.

Thank you

Hayley Carelse

I bought 3 beds, 2 from kids section and 1 from adult section.
On 27th June they arrived and been fixed and noticed that one of the kids bed was damaged and it been removed and suppose to get new one within 2 weeks. I keep on following with the manager of city center which he suppose to follow on it and call me.
Tried calling him today within no response.

Dear Sir

I am Abdulkarim Al sebai resident in United Arab of Emirates

I need your help while we have been wronged so allow me to write what happened with me ;

my wife and 2 kids ( 2 years & 6 months) (she is a loyal customer for HM and have points) they where in HM in Diera city center in Dubai, shopping when they finish and get out of the cashier counters and the little kid was crying without stopping so she try to leave and go to the mother care room near to the shop but the security stopped here and told here there's couple of things in the baby trolley and she said am sorry i didn't sow is i'll pay for it now in this time the security told here: no you must pay 3000 AED because you steal those things and because she was sure about here self she called the police after trying many times to pay for those items,
and we shocked that police asked us to get a forgiveness letter from HM or they will send my wife & 2 kids away from UEA and all here family are here,

we kindly requesting you to be merciful and help us and you can check the Camera system.

i'll attach 2 videos for my little girl to let you see what kind of a kids she is when she cry hysterical.

my phone number is : [protected]
my email is : Aks.[protected]@gmail.com

the story by my wife in Arabic :
السلام عليكم
انا صاحبة الموضوع
كنت فايتة ع المحل وانا والله كل اغراضي من عندو وزبونة دائمة عندي طفلين رضع صغار انا كنت عم اشتري غراض الي ولغيري فصلت بيناتهم حت ادفع فاتورتين وانا غلطانة اني ما اخدت سلة المحل حطيت اغراضي ع عربة اطفالي بعتذر اني طلعت وما منتبهة والله نسيت بسبب الطفلة عمرها ست اشهر وعم تبكي كتير وبدون توقف وهذا الشي اللي خلاني بدي اطلع اشوف شو بدها واروح ع غرفة الامومه ودفعت الي بايدي ونسيت الباقي نبهوني اجيت بدي ادفع والي بالمحل ما قبلو غير ب 3000 انا لاني واثقة اني لا يمكن اسرق طلبت الشرطة لنحل القضية بالتراضي وبعدين انقلب الموضوع ضدي مع المحامي وانا والله عندي طفلين صغار ما بقدر ع التسفير كل اهلي بالامارات ومجرد ما خبروني انه في اشياء مش محاسبه عليها لقلتهم راح ادفع حقها مباشره بس للاسف كان الرفض واتهامي اني حراميه بالمقابل واحنا جاهزين لندفع ارجوك تحلي الموضوع بدون نيابة وتعطينا التنازل ونحنا بندفع
شاكرة ع وقتك ويتمنى من قلبي تتفهميني

I took my products back to West Elm on 3 march 2021, i would advised to leave the returned items in store and the assistant struggled to refund. I waited until the 5th March to finally received a refund confirmation, however, i have called customer services and 14 business days later, i have still no refund or any update when the refund will be processes. When i call customer services I'm told they will call back and never calls .. i have called them approx. 10 times and still no resolution .. they is never an understanding that they have made a mistake and i have explain the cost to keep calling.. shocking service by West Elm and Alshaya Customer Services

I ordered a pair of shoes to footlocker dubai.. To pick in burjuman branch. And they sent wrong item which is theyre mistake.. The branch cannot help me bbecause that is a online matter.. Theyre job is to give the items yo right person only.. So I called the customer care the same day to fix it asap.. And waited for few days.. They said theyre calling and I dont answer.. Cmon brothers youre calling once a day and never repeate it.. And you have a guts to tell me that you were calling and im not picking it up.. You know the reason right? Im also working like you guys.. The first complain I give them a idea of refund it so I can order again... And if possible yo give me the right item no need to refund.. So first complain on 4rth of january.. Until today january 16.. They decided to refund the money without doing anything! Just like that refund and do nothing! I even ask if they van compensate me by sending the shoes back to me and still! Nothing! The worst customer care who doesnt care! And for your info guys.. Refund waiting time is 7 to 14 days! [censored]!

Hi,

I Placed an order from Bath & Body in July 2020 and was not deliverd for so long time. The payment was made through online. Atlast I told to cancel the order and give me the refund. Following up with al shaaya group regarding this and really got fedup with customer service team. Every time they are saying a tat time and failing to credit my money back.

Order Number: BWAESSE3092918

Order Date: [protected]:51:43 AM

Arrange to credit in my account please.

Thanks & Regards
Vishnu Bhasin

I ordered a product with an order number VSSASSE0067754 since july 17 it's under processing. I already called customer service and told me they will create a ticket so it will be resolved until now I got no response. I am still waiting if my items are on its way or for refund.. On june 24, 2020 I also filed a complaint regarding this shop for it's poor customer service. Please help!

I have been following up on my order so many times and ‘till now now there's still no progress. I called customer service, filed complaints, and none has ever contacted me back. And also, your automated voice operator is a sham! "there are currently 21 callers ahead of you, then 17, then 20, then 21" back again — what?! Is this a new way of fooling people? I have been so patient with you but now i'm losing it! At least do you work! You people keep apologizing for the delay but it seems to me you are not sorry at all!

I placed an order on 9th of July. It was a click and collect order. I never received an update. I kept calling to get an update but to no avail. After waiting and waiting and waiting.. finally I was asked to cancel my order. They didnt not bother to do that also. They asked me to cancel. Pathetic customer service. Every time I called I was told that I will receive a call back but I never received any call back. Pathetic customer service.