Noon
Reviews and Complaints

As a regular customer of Noon.com, I have had a terrible experience that has made me question the company's commitment to customer satisfaction. It seems that they are willing to sell damaged goods under the guise of a manufacturing warranty, only to find any excuse possible not to honor a claim under their own published warranty policy.

I recently purchased a dual-SIM Samsung mobile phone with a manufacturing warranty of one year. However, shortly after I began using it, the dual-SIM feature did not work, as both SIM slots had the same IMEI number, a clear manufacturing fault. I looked into the matter and discovered that all dual-SIM phones sold in the UAE must have two separate IMEI numbers as per regulatory guidelines.

Unfortunately, during the time it took to discover this fault, the phone also suffered physical damage when my family took it abroad for two months during the COVID-19 pandemic. When I called customer care to explain the situation, they referred me to the warranty team who asked for a video of the condition of the phone. After I provided the necessary video, I was told that my warranty claim was invalid due to the physical damage, but I could not find the clause in the policy that meant my claim was invalid.

Despite my repeated attempts to understand why my claim was refused, I was met with a scripted response and passed back and forth between different teams with conflicting requirements and no internal coordination. I strongly advise others not to purchase electronics from Noon.com, as they do not stand behind their own warranty policy.

Since then, I have interacted with three different units within Noon.com, including the customer care team, the warranty team, and the escalation team. However, each team has given me different and conflicting information, leaving me frustrated and with no clear path forward. I was asked to take the phone to a Samsung authorized service center to get a 'technical report' of the fault, but the center declined to give me the report since the IMEI number was not registered as sold via a Samsung authorized dealer.

Additionally, while the customer care team informed me that my case was escalated, and the supplier had accepted the manufacturing defect, a refund would be arranged manually via the Escalation team. However, the Escalation team then told me to go to Samsung Service Center, causing more confusion as to what to do next.

I have been waiting for three days to hear from a manager who promised to solve the problem, but I have yet to receive their call. Noon.com needs to listen to their customers and give straight answers after listening to each customer's unique problem. If they continue to push scripted responses and pass customers between different teams with conflicting requirements, consumers will have no choice but to escalate the matter to consumer rights units.

My experience with Noon (noon.com) was unfortunately quite unpleasant. Let me begin with the fact that I had ordered a refrigerator, only to find out upon delivery that it was the wrong one. When I notified the delivery personnel that this was not the fridge I had ordered, they simply shrugged and told me to contact customer service. It took me four frustrating days to receive the correct appliance.

As if that wasn't bad enough, I had also ordered a cooker which was inexplicably out of stock on the day of delivery. This was particularly frustrating, because I had signed up for the item while it was still available and it had somehow disappeared from their inventory by the time it was supposed to be delivered. It took another five days for them to finally deliver the cooker.

To make matters worse, I had ordered a washing/dryer machine which turned out to have several issues. I had to spend considerable time with a technician trying to get it operational, only to eventually realize that it was faulty. When I contacted Customer Service, they assured me that the Warrantee Department would be able to collect the faulty machine within 48 hours and they would refund the payment. It has now been ten days, and I still haven't received any response from the company. Every time I call their Customer Service, they don't seem to have any information about my issue, and all they seem to be able to say is that someone will contact me in 48 hours.

The level of unprofessionalism and irresponsibility demonstrated by Noon is unacceptable. It's certainly disheartening to see that a company of this size doesn't seem to care about their clients or their complaints, and they seem to be causing even more frustration and dissatisfaction. Needless to say, I won't be using their services again, and I wouldn't recommend it to anyone either.