Ounass Reviews 

After reading all the terrible reviews and feedback i was really hesitating to buy from ounass. However i did and they deliver under few hours an authentic and in perfect condition versace set. I don't usually write reviews but this time i had to because of the unfair and rough reviews. They WhatsApp help support were also always available and helpful

Worst online retailer policies and customer service ever. Please save your time and money from this highly unprofessional business.

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.

The worst delivery service, customer service experience .

Never order again 👎

Avoid these guys they ask for ID and utility bill for things we’ve paid. It’s like applying for a loan. Then they don’t even refund and have to chase. Don’t bother.

To whom it may concern, I have purchased a dress from ELISABETTA FRANCHI one day and returned it the next day as when I wore the dress it ripped! It was a literal disaster I had to be sewn in the bathroom as it was my backside and in the middle of my birthday dinner! So embarrassing. Be that the dress is stretchy and the rip happened in two areas on the seam line the dress is not sewn correctly as it was actually big on me the rip has nothing to do with my size or shape. And instead of even offering a replacement or to fix it your company first came saying it was my fault for claiming the item was delivered this way when never claimed this was how I received it. Ounass had mixed up my complaint about a missing dress that was returned and didn't get clocked by your driver that said he picked up 6 dresses instead of 7. Anyways, once that was cleared then your company said they will not return it or give a refund, as your "warehouse" checked it and nothing is wrong with the dress! So why did it tear on the seam? So checking is the only thing that matters, not the symmetry or the quality and then telling me no one else returned this dress before! So that's not how quality checks work if 1/100 dresses are returned or 10/100 you still need to give proper customer satisfaction and care for the customer the consumer whom paid for your products! You cannot just disregard them or what occurred and blame them! So then you will give me 10% back to my account! Why would you offer me any discount or money back that is no help or care for a 2,785 AED dress from a very reputable and expensive brand! If I was to return this directly to the designer not only would they be empathetic and sorry for this so that I continue to buy and use their brand they would not accuse me of being reckless or there being a stain on it! Anyone who knows fashion and seamstress work knows that this dress was not sewn well! It was worn the once and returned next day and again it doesn't matter how many days a dress of this value should not be ruined so quickly nor tear on a seam! Not only have I been a loyal customer of OUNASS I am so upset to even write this email as it seems your company doesn't care nor come with any feasible solutions to help with this issue! I have spoken to a supervisor and asked to speak to a manager many times but have been refused. Just rude and unprofessional people keep calling and offering no solutions. And let me remind your company that the cost of the dress also doesn't matter (even though it should) the dress ripped and all company's would see that and offer a replacement or refund not 10% to come back and shop again with OUNASS! Why would I shop with you anymore when you don't care about me as a customer or clearly any products that are delivered to me since you gave no solution to my defaulted order!

Ordered valetino rockrunners and the stitching came away from the rear tab

I attempted to raise a warranty claim and Ounass told me it isn’t possible since it is “damaged”

Ounass didn’t ask to check the item and simply came with the resolution by one picture

I wouldn’t buy anymore designer brands from them. I’ve spent multi thousands of dirhams and this is my first problem and they don’t want to engage with the warranty claim.

DO NOT SIMPLY ORDER FROM THIS PLATFORM IF YOU WOULD LIKE TO GET STRESSED BY THE WAY THE WHATSAPP BOT OR A REAL PERSON WAS RESPONDING!! IT’S INSANE. EVEN THE DELIVERY PARTNER IS HORRIBLE!! WOULD DELETE THIS APP RIGHT AWAY AND DEFINITELY NOT GOING TO ORDER EVER AGAIN!!

I ordered Gucci laptop bag , I asked them if it will comes with original pack and serial no they said no original packaging and for serial no they didn’t give accurate answer they kept telling me it will take 48 hours to support team to call u back and inform you about it which is very strange because it should be well known info for them because they are selling original stuff !!!
So I asked them to cancel the order they informed me they need 1-3 days for order to be returned to w/h and 1-5 to send the money to tabby and 1-5 day to hit may account which is max 13 working days
Horrible experience it’s my first and last

Unprofessional and very bad experience!
I got a pair of shoes and the size was small, i returned it and it’s been 2 weeks now and they still didn’t proceed with the refund.
Whenever i speak to them they promise with a date for the refund and they don’t commit to that date.

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.

i would never purchase again, very bad service they sent item to the costum demaged and the do not accept the return and you have to keep the demaged item this happend to me twice even i had pictures and proof and sent the item on the same day back. Second i had many phonecalls and nobody really knows what‘s going on. They keep one pair of shoes for 6weeks and now they will send it back. For me this was a lesson never ever again. Don‘t buy from Ounass guy‘s sadly i didn‘t read the comments here bevor i would know better

If only I could I would give 0 stars to the attentions to the customer care.
After spending more than 6000 ryals, they even didn’t send a simple gift or free samples.

I have never seen such an awafull service.
Whenever I have bought in my life I have received free sample, if not from the same brand I bought because unvailable, at least from other important brand.

La prairie, Chanel, la mer

I recently ordered a Montegrappa pen from OUNASS, expecting it to be the black roller ball zero Montegrappa. However, the item I received turned out to be multicolored. The way the pen is portrayed on the website makes it difficult to discern that it’s multicolor, making it easy to mistake it for the black version. While I acknowledge that I should have read the description more carefully, the process of returning or exchanging an item with OUNASS is incredibly frustrating and inefficient.

For a luxury online retailer, OUNASS could learn a lot from platforms like Amazon, where returns and exchanges are hassle-free and designed to ensure customer satisfaction. If this had been a physical store, I could have easily returned the product and exchanged it for the one I originally wanted. In fact, the item I wanted was more expensive, and I was happy to pay the price difference. However, OUNASS’s cumbersome process—three days to pick up the product, another three days to assess it, and so on—makes such an exchange nearly impossible.

As a result, I will no longer purchase luxury items from OUNASS and strongly advise others to avoid them unless efficiency and customer satisfaction are not priorities for them

Awful service. Item arrived damaged, zero actions taken by the store. Have been trying to contact them for 5 days, no respond.

purchased a pair of glasses, but they turned out to be defective, so I requested an exchange for a non-defective item. I was the. asked to send photos of the defective part, which I did. After that, I was told that the Quality Control team would review the issue and get back to me within 24-48 hours.

I also mentioned that I need the replacement urgently because I plan to take the glasses on a trip, and I requested that the defective product be picked up as soon as possible. However, it has now more than 2 days now and I have received no response at all.

I am very disappointed as I specifically bought these glasses for my trip.

Excellent service
Great goods
Always amazing experience
Customer service nice and professional

These guys are amazing. Sourced the trainer new balance 9060 black and white. I've been looking for in my size for months. Found on the site 3am delivered to my hotel room 1.30pm the next day. Made my trip the UAE. Much love 👍

I’ve recently had a very bad experience shopping with Ounass.
One of the dresses delivered to me had a fault and I returned it, mentioning that the item was delivered damaged. Some days after, a manager called to investigate and said that the dress was sent to me “in perfect condition” and they have proof from the warehouse (which of course they will not show), so the return is rejected. Several email ping pong disputes and automated replies after, I realized Ounass escalation management isn’t interested to resolve the issue and just tries to cover their ass for selling a used dress that cost almost 2500 dirham.. I’ve never been in this situation, the shop is basically putting fault on their customer and avoids responsibility! Reading all the reviews here I made my conclusion that it’s useless to fight with the incompetent team and I’m preparing to file a law case against Al Tayer now. And the reputation of this organization is damaged just like the items they send.