Polina   United Arab Emirates

I decided to purchase mattress from this store and guess what happened.

I placed the order on 24 August and agreed on delivery for 26 August. The delivery did not happen, and no one contacted me with any update. I had to follow up myself to understand what was happening.

I was then told that the mattress was still going through customs clearance, even though I had specifically been assured before placing the order that it was in stock.

Later, I was told that delivery would happen the following day by the evening. I already had urgent plans, so this level of uncertainty did not work for me. I clearly informed them that delivery could only happen before 2:00 PM. If that was not possible, I asked them to process a refund instead. By that point, I had already received too much contradictory information and did not want any unnecessary drama — I simply needed the mattress I had ordered.

The next day, communication was again unclear. Eventually, the mattress was delivered at around 2:30 PM, disrupting my work meetings. When I saw it, I was genuinely shocked. The mattress was made in two different colours and was clearly not what I had ordered.

The delivery team explained that the mattress had only just been manufactured, that they had run out of the original material, and that some of the material had therefore been substituted.

At that point, I had had enough. They strongly asked me to keep the mattress temporarily and promised that they would deliver another one the following day. However, the next day was a public holiday, which made me question whether the information I was being given was realistic at all.

By then, I had completely lost confidence in the company’s communication and in their ability to provide accurate information.

On 27 August, I requested an immediate refund. I was told that the refund had been requested, but when I asked for written confirmation or a refund receipt, my request was ignored.

I followed up again on Friday and was told that nothing could be done because of the public holiday. I followed up again on Saturday and was then informed that a refund to the original payment method was supposedly no longer possible because more than 24 hours had passed.

At that point, I started challenging the company because I could not understand how their internal processes could result in the customer losing the ability to receive a refund through the original payment method, especially when the delay had been caused by the company itself.

Around a week later, I was told that the refund had finally been approved, but that they could only provide it either in cash or by bank transfer.

I again explained that I required the refund to be processed through the original payment method, which was Tabby.

My partner then visited the store in person because the company did not appear willing to make any meaningful effort to find out how the refund could be processed correctly. After further discussion, we insisted that they contact the company servicing their POS terminal and include us in the email communication.

The POS provider then confirmed that processing the refund was not a problem and that the merchant simply needed to replenish their internal payment account.

Despite this, we again started receiving unclear responses such as “we don’t know how to do it” and similar explanations. Shortly afterwards, the merchant removed us from the email CC, so we no longer had visibility on the communication with the payment provider.

At that stage, we had already submitted a complaint to Consumer Rights and simply wanted to end the matter. We therefore agreed to accept cash instead, even though this was not our preferred option.

We went to the store again after already waiting for weeks for the refund. The company then told us that the situation was our fault because we had not accepted the refund options they had previously offered.

When we finally requested the cash, we were told that there was no cash available in the store and that we needed to come back yet again the following day.

At that point, after weeks of delays, repeated visits and constantly changing explanations, we were extremely frustrated. We even contacted the police for guidance. However, because a Consumer Rights complaint had already been registered, there was little else we could do except continue waiting for the official process.

The following day, we returned to the store again. A representative went to check the status of the cash refund and then came back and suddenly told us that the refund had actually already been processed through the original payment method.

Once again, the company had apparently not checked its own communication properly. Because we had also been removed from the email CC with the payment provider, nobody had kept us informed of what was actually happening.

The merchant did not provide us with a proper refund receipt or transaction confirmation. They only showed us a general list of store transactions, so at that moment we still had no clear documentary confirmation that the refund had actually been completed.

I am now waiting for contact from an inspector from Consumer Rights. I would like the company’s conduct and customer handling to be reviewed, because the issue was not simply a delayed refund. It was a repeated pattern of contradictory information, lack of proactive communication, failure to follow up internally, and making the customer repeatedly chase a resolution.

I also attempted to leave a Google review describing my genuine experience as a customer. Google initially restricted the review under its “fake engagement” policy and my appeal is currently being reviewed. However, I would not state that this proves the company’s existing reviews are fake, because Google’s moderation action alone does not establish that. My concern is simply that I should be able to share a genuine, factual account of my own experience. NOT RECCOMEND!

11-09-2026

Ilya   United Arab Emirates

Total scam!

Delivered the table 14 October instead of 3 October. The marble is broken. They refuse to refund

20-10-2025

Sohail   United Arab Emirates

Service + Product

Comfortable bed. The experience is beyond expectation. Will definitely recommend their services.

The office team was really helpful and cooperative in picking out the perfect item according to my need.

Thanks

09-10-2024