Hicham   Saudi Arabia

Incompetent customer service / obscure policies

I’m very disappointed with OC Home customer service – their policies are in violation of the laws in the UAE and the GCC. Their own staff do not understand the commercial terms used in retail : return , partial order cancellation , etc. Therefore they apply their policies in the wrong context.
I ordered several items on their website. I discovered they will deliver late, as I’m leaving the UAE after a few days. I only knew about the delivery date after I contacted customer service. They offered me to collect the items in one of their stores in dubai Hills mall. I took a taxi and went there to collect the items. One of the items I ordered, a table lamp, was on display so I decided not to buy it because it looked cheap and not well made. I never collected this items therefore it’s not a return. A return means I received the item and then decided to return it. This is a partial cancellation of the order.
The customer service agent kept referring me to the return policy, I read it carefully and it doesn’t cover my situation because I never collected the items.
The right practice in e-commerce is not to charge the credit card of the customer until she/he picks up the items or the goods are sent to the customer’s home. it seems that they charged my credit card when I placed the order. Therefore they needed to issue a refund. Of course this is not the right practice in a modern e-commerce world. The right approach is to issue a credit card authorization and only charge after the goods are received by the customer or shipped to the customer’s location.
I called customer service to request the refund. They refused to return the amount to my credit card saying it’s a return – but I actually never bought the item – I didn’t receive them.
I couldn’t imagine that a retailer like OC home had such practices! of course I will never buy from them again. I’m not worried about getting back my refund. There are strict consumer protection laws in the UAE – I’m just posting this review to give OC home feedback. They are wrong and they should improve their policies and train properly their staff. An order cancellation is different from a return. You can’t force a customer to buy from you.
Be aware !

It’s a good learning for me , in the future before I place an order from a website for the first time , I will first contact customer service to check their policies before getting them to charge my credit card.

04-04-2025

Daniyal   United Arab Emirates

Review

Amazing experience today we visited to purchase a sofa set in dubai hills oc shop the shop was very nice with good collection and nice prices the staffs were good an helpfull strongly special thanks to Farha who had convinced us an build a confidence to buy the marlin sofa amazing quality of customer care experience appricated cant wait to receive the delivery we shall visit again !

24-02-2025

Mohammad Daniyal   Pakistan

Great customer service

Amazing experience today we visited to purchase a sofa set in dubai hills oc shop the shop was very nice with good collection and nice prices the staffs were good an helpfull strongly special thanks to Ms Farha who had convinced us an build a confidence to buy the marlin sofa amazing quality of customer care experience appreciated cant wait to receive the delivery we shall visit again !

24-02-2025