Sharaf DG
Reviews and Complaints

Order no 967794 : I have made a purchase online of camera DSLR cannon EOS 800D where im following up with customer service but they are unable to provide the information. The status still shows as processing and no further updates after many escalations. This is how a big brand behaves with their customers. Awaiting for my product yet to be delivered . Kindly revert.

May 29, 2018
[protected]

This is what happen I bought a huawei Y6 prime in the sharaf dg may 27, 2018
I use master card for my payment. After 2 days I came back having trouble in the item I bought. The first day I noticed it was hanging I let it be to be observe for a while the second day was it was switch off while Im taking picture in whatsapp. I came back on 3rd day (may 29, 2018) that's the time it open.
Then I told them this thing happen one of the staff tell me to go in Diera City Center to check this problem because they have technicians there. Suppostedly they are the one who will send this thing. And the bad part was the manager raise his voice on me while explaining on how to fix the problem. While telling me that maybe I drop the phone or spill with water or what. And I said you think im careless to do that. He said also to us if you want to complain do the complain. And he turn his back and leave us, same staff who fix the phone by telling only that I can do.
The manager left us waiting, luckily the local staff talk to us what we should do in a nice way. But still we are not happy for the product because it still not working well same problem with the hanging. Being in customer service you should be polite and know how fix the situation properly. Please encourage your team on how to deal on this matter. Hoping this will not happen again in other customers. And please we need an replacement which we already surrender in Sharaf DG, Diera City Center (may 29, 2018) Thank you and regards.

Very Disappointing customer service. Total negligence.
Super General SGEC50MM Electric Pressure Cooker bought on 4th May - Not working. Submitted to Customer service on 12th May vide Ticket ID 8946. Followed up many times. Omani Lady always assuring that Binu/Manager Muddassar would call back. Not called back. Money must be returned. Too much inconvenience. We will not deal with DG Sharaf now. I can put it on social media. I will also inform Dubai Head office about the poorest customer service.

I bought a HOB gas from the store in IBN Battuta Mall the 09/05/2018 and I paid for the extention of the warranty for two years. The Item has been delivered but not fixed to the kitchen because the two main steel supports to fix were two small and the supplier had to change them. After having open the ticket ID783375 in IBN Battuta and gone there for three time to the customer care point I'm waiting that someone fix the problem. Up to now I can say that SharafDG has the worst customer center point in Dubai with the most unprofessional people working on it. Very disappointed and it will be for sure the last time I bought something from them.

Invoice number - si/199/03101/190518/0087, dated 19th may 2018 - 1251 hours. After getting confirmation of stock availability for this item - dish washing machine & I instantly paid the money & since then I am waiting for the delivery. Today I am receiving my guests from abroad & we have this scene at home, no washing machine & the old one I already threw because it was not working. I have complained to dg sharaf also a few minutes ago. Lets see from where I get quick help. I am absolutely unhappy, I have given them an option, that, without charging me anything extra, they can send me any other brand, no problem, but I need the machine urgently.

I ordered early last week 2 items. I received the kettle but not the fridge. I called to ask last week what happened and they said they are processing a refund because its out of stock. I told them at least they should inform me. The next day i get a call to ask what happened, i said that they should tell me how am i supposed to know. On Friday i receive an email that the product is on its way. And still i dont know what is going on and no one has even bothered to return a call. In future i will never deal with Sharaf and will let all my family and friends never buy from there again.

Invoice no. Si/d01/02757/110518/00018

Customer negligence by store, customer service helpline and delivery team.
Failed to deliver product, invoice billed before 10 working days. No communication from any parties.
Customer service helpline failed to provide update informing they can't do anything on this.
Experiencing same issues 3 rd time from same store.

Greetings.

Invoice Reference Nos.:
⦁ SI/MG1/02392/050518/00010
⦁ SO/MG1/03818/050518/00011
⦁ SO/MG1/03818/050518/00012
⦁ SO/MG1/03818/050518/00015

Items Puchased:
⦁ Samsung Galaxy Note 8 SM-N950FZDD
⦁ Huawei Y7 Prime 2018 LDNL21 4G LT(S)
⦁ Samsung EF-ZN950CFEGWW Clear View(P)
⦁ Midea LME62028FFD Cooker
⦁ Super General SGL1131 Water Dispenser
⦁ Midea AC120S Air Cooler

Sales Advisor: Mr. Yusuf
Cashier: Ms. Rose (Receipt says Marisol Mangi)

On 5th May 2018, I purchased 6 items worth AED. 5, 126/- in ready cash from Sharaf DG store located in Mega Mall, Sharjah.

Of the 6 items 3 items were for delilvery. The Media cooker was not availble for delivery on the same day nor the next, so the sales advisor agreed for delivery on Saturday 12th May, 2018.

Complaint 1:
The cashier on billing the items asks me if I was going to pay in cash or card. I told her cash and then she told me that because I am paying in cash, she would bill the delivery items separately from the ready items. Though I found it odd, I agreed. Then she begins to bill me separately for each item and then ask the money for each! When queried she tells me that she doesn't want to lose track and get confused! I literally had to pay for each item and she took a long time to bill each. For each I had to provide a 1, 000 denomination note and then she would tell me that she has a balance of a certain amount. I felt like I was being punished for paying in ready cash.

Complaint 2:
Between the above mentioned non-logical method of billing a customer, the cashier finally verbally billed me a total of AED.5, 500 before paying for the ready items. When I disagreed, they checked their invoice and found that the sales advisor had billed me twice for the Media Cooker. They then took about 20 minutes to fix this and another 15 minutes to advise me the final amount. Again, the cashier requests verbally AED. 98 more. When I disagreed again, she finds out that she forgot to tally a balance from the previous paid bill. Finally, I got my correct invoice after nearly 1 hour of billing. When asked if I could speak with the store manager, I was given the excuse that the store manager was avaialble but is no were to be seen and that they are under staffed, so the confusion! Really, some lame excuse on the busiest day of the week, Saturday!

Complaint 3:
Today I was given a call from a Sharaf DG delivery personnel at 11 am advising that they had 2 items ready for delivery to me, however that they have been advised that there would be 2 Super General Cooler. I corrected the the person on the actual 3 delivery items and he said he has not been advised in regards to the Media Cooker. I called the Sharaf DG call center and I was advised that this was because the item was shipped directly from your supplier and that they have not got any confirmation from them in regards to the delivery today. Is this really a customer problem that too after after 1 week?

This was the most sickening and ridiculous cutomer experience I have had in my past 40 years here in UAE. I was embarassed in front of other customers, waiting at the counter for an hour holding ready cash in my hand. Me and my wife bore the shame patiently because we wanted to keep our culture and standard and also did not want to spoil the rest of our day by kicking up a rut in front of your other customers. And now, I am called to tell that the delivery of the 3rd item is not advised and so I will have to wait more after nearly 1 week. This is really some weird Brand Promise and Customer Experience from Sharaf DG.

Dear Sir / Madam,

This is to bring into your kind attention that I and my family are suffering from last 07 days after buying a Campomatic washing machine. We have bought the Campomatic front load washing machine on 30th April 2018 from Sharaf DG outlet Dubai UAE. Unit was delivered on the next day 01st May 2018.

As the supplier delivered and installed the machine and left my house. The same day in evening I attempted washing clothes and found that unfortunately the unit was defected. There was an error on the screen "dE" that is door lock error.

I called immediately at the same time to Sharaf DG and raised the complaint. After that, we had 04 visits of technician from Campomatic company but Washing machine is still not fixed. The last visit of technician was today 08th May 2018 when I called on this number 00971-[protected] in presence of technician and some one advised the technician on phone call to pull out the unit, the same is taken out from my home to workshop.

This is regret to say that I am very disappointed with "Campomatic Brand" and the service you provide is very poor. From last 10 days me and family are suffering because we are waiting for the machine to be fixed or replaced but the company is failed to do so.

I request you to replace this unit, as I do not want to use a defective and repaired unit. I would make sure to write the maximum reviews and comments on maximum mass media and will give feedback to my all friend circle if my unit is not replaced.

Attached images and invoice is for your reference.

I humbly request that I would not appreciate and accept a repaired unit. I want a replaced unit as the mentioned one is defective. And even it is repaired but I would not accept it, as it is just one week I bought it and it is faulty from the first day of purchase.

I want unopened and sealed box to be delievered in my doorstep where the technician fix and unbox in front of me.

I am hoping a quick and positive response from the authorities/manufacturer/management.

I never go out of my way to leave complaints or negative comments, however, what I experienced the other was absolutely horrendous on many terms.

I bought an iPad Pro from the two days ago from the Deira City Center branch and returned to buy a screen protector. I asked the lady behind the counter at the screen protector department to show me what they have for the 10.5 screen. She had no knowledge about the products and showed no interest in explaining, either. She showed me one type of glass protector until I asked her about the other one (on display). I asked her to kindly install the screen for me, in which she did the following:

She placed the iPad directly on the display glass without checking to see if there was anything that could potentially scratch the device. Bear in mind that I actually brought the device in the box, so it had no back cover. Any other store actually use a rubber mat to place devices on or just any soft sheet.

The lady then starts to apply it without making sure that the screen was absolutely clean, so as to avoid any dust entrapped under the glass. She struggled with applying it and took about 15 minutes. After I inspected the screen protector, I noticed many dust particles (clear ones) under the glass screen, as well as two very obvious scratches.

If staff members aren't informed about this: you are not supposed to use glass cleaning products or alcohol swabs on the glass protector because it rips off the top layer and causes it to be weaker. She proceeds to spray so much of the glass cleaning product in hopes of the dust particles to magically disappear.

After I pointed out the obvious dust particles, she took the iPad and starts using a HAIR DRYER on the iPad directly. I kindly asked her to stop doing that, as the screen protector I was purchasing was flexi glass and is made of very thin material which will damage the iPad screen for sure if I hadn't stopped her. She mockingly said: "we are trained professionals". I said: "yes, but it's not right to use a hair dryer on a sensitive screen like an iPad's. I could've done this myself in a steamed room", to which she replied: "haha, the steam will damage the screen". Clearly, she had not tried it herself to know that water has better effect on an adhesive screen than hot, dry air which could damage the Sapphire Glass on the iPad!

If I have good knowledge about in my life, it's what to do and what no to do to electronic devices and I am well aware of the information I attain. She clearly lacks a good understanding of what she should be doing and selling in her position at Sharaf DG and also speaks to customers in a rude way, whether they are right or wrong. She seems completely incompetent and incapable of working in a technical store where information like that is crucial to have. When the customer has more knowledge than the "trained" staff members, know that the store will be in jeopardy.

She scoffs: "well, if you're not happy I'll just remove it." She proceeds to call her superior, who in turn said: "ma'am we can't help it, if you're not happy, we will just remove it." Out of concern and respect for the employees I said that I would ask for a discount so that in that case they wouldn't lose money over the product, and that I could discuss it with the manager. The man literally said: "Ma'am I am the manager in Screen Protection department, we cannot do that". I said: "it has dust particles and scratches on it." He replied with: "but it's normal!"

I agreed to remove the screen protector, which then the lady proceeds to rip off aggressively and mockingly. I said thank you and left.

I do not want to have to deal with this again at Sharaf DG, as it isn't the first time! Mind you, I had gone to another store right after that trauma and had a great customer experience with that shop (I will keep their identity a secret as to not seem like I am trying to compare). The staff knew what they were doing and dealt with the iPad very gently and told me that I shouldn't be using the alcohol swab on the glass protector to not damage it. They understood completely what I was concerned about and claimed all responsibility. Guess what? No dust particles or scratches.

Dear support Team / DED team

As discussed with john Branch Manager of MCC.

Both the staff members already left sharafdg. Earlier there was a comments by john that we cannot do any thing with staff members and now new comments cane today that both staff members left. I am very much serptised that the one product I bought in Feb-18 And now with in a month he left as well

John,

Basis my registered mobile number [protected] and [protected]

Kindly share all invoices along with the name of Staff names written on it.

On Fri, Apr 27, 2018 at 1:05 PM sheryar farrukh wrote:
Time was jummah prayer timing. How can I pick the call

On Fri, Apr 27, 2018 at 12:47 PM Customer Care MCC4u - Sharaf DG wrote:
Dear Sir,

I tried calling you 2 times between 12.45 and 1250 but there was no answer.

I will try again after some time.

Regards

John

From: sheryar farrukh [mailto:sheryarali. [protected]@gmail.com]
Sent: Friday, April 27, 2018 10:09 AM

To: Customer Care MCC4u - Sharaf DG; DG Help Services - Sharaf DG; [protected]@partner. samsung.com; Helen Grace Tejano - Sharaf DG; [protected]@dubaided.gov. ae; Muhammad Haroon Iqbal - Sharaf DG; Support - Sharaf DG
Subject: Re: Reference / escalation no : [protected]

John

Kindly donot remove ANY EMAILids especially DED ID

THANKS

On Fri, Apr 27, 2018 at 10:08 AM sheryar farrukh wrote:

Informing staff post wrong information given is not the answer. Either these guys need to be penalized or I will not.

Giving warnings post wrong information. I amgetting penalized. I will take all the products that I bought infront of your mcc shop create a big scene infront of customers which I dont want to do.

My question is not with Samsung. I bought product from Sharafdg. SharafDG gave me false information aboutwarranty and custom duty. This needs to be resolved in sharafdg not samsung.

Dear Dubai Economic duty.

It is to I form you that post giving the wrong informations to the customer by Sharfdg. They are giving warning to the staff. But they are penalizing to customer as said by John. Uou interven is also required

Dear Support team

Ki dly contact ne on priority it is important.

Helen / Iqbal

I will not collect my mobile until this query will not be resolved

Dear Farah

I didnt receive any call from Samsung on escalation query. Can you come back in priority. As SharafDg is selling samsung products by giving wrong informations at all.

This is not the answer Mr john had given me. If I record something which is inappropriate in future I will simply report it to DED ALONG WITH PROPER RECORD that I will definitely do infuture

I need resolution

On Fri, Apr 27, 2018 at 9:04 AM Customer Care MCC4u - Sharaf DG wrote:

Dear Sir,

As informed to you earlier we tried to get Samsung to consider your case but they rejected the case. You can register your complaint to Samsung by calling their Call centre at 800 SAMSUNG (7267864)

As for our staff we always inform them NEVER to give any false information to the customer regarding the warranty or any other information related to the products they sell.

Regards

John

From: sheryar farrukh [mailto:sheryarali. [protected]@gmail.com]
Sent: Friday, April 27, 2018 8:41 AM
To: Customer Care MCC4u - Sharaf DG; DG Help Services - Sharaf DG; [protected]@partner. samsung.com; Helen Grace Tejano - Sharaf DG; [protected]@dubaided.gov. ae; Muhammad Haroon Iqbal - Sharaf DG; Support - Sharaf DG

Subject: Re: Reference / escalation no : [protected]

Support Team

Kindly call me on [protected] what is the status currently or else I will come at mcc and then create a big scene in front of customers and let them know how you guys are lying with the customer and then how you guys are not supporting

On Tue, Apr 24, 2018 at 6:23 PM sheryar farrukh wrote:

This is to inform you all that I havent received any call from any one neither any action taken against staff persons as well. Hence I will nto collect my mobile until some response will not be come from sharaf dg support as well

Helen

Kindly note that

On Fri, Apr 20, 2018 at 9:31 AM sheryar farrukh wrote:

This is a big issue. I will not sit very easily. Sharafdg sellers are selling the products with false information to reach there targets. Definitely they will pass the confirmation verboy in these situations. Why shojld they give written on it. There is no specific written mentioned on the samsung product boxes where sellers are getting benefit. Even if you will ask u custom duty details. They will update you with that information also. Which is highly not trained portion.

I will not sit silently and penalize my self I will involve DED and gulf as well. This is not a small issue

I will not collect the mobile until those two staff members will be penalized along with me

On Fri, Apr 20, 2018 at 9:10 AM sheryar farrukh wrote:

Then I nedd to proper action against those two specific sellers who sell me the products

I will not alone suffer the conciquences u have d finately the names of those staff member in the system. I will not collect the mobile till the issue will not be resolved from sharafdg side.

In either way action has to be taken care either give me some benifit or thise guys wil suffer the consiquences I am coming today around 3 pm then I will meet with john and there would be a dificulty to ur vustomers as well.

On Fri, Apr 20, 2018 at 9:04 AM Customer Care MCC4u - Sharaf DG wrote:

Dear Sir,

I forwarded your service receipt to Samsung and they replied that they are offering local warranty only.

The repairs cannot be covered under warranty due to tampering

Attached is the communication from Samsung and service report.

Regards

John

I bought xbox from sharaf DG egypt and after opening it I discovered that it is not working so i returned it to the store and they tried it by themselves and it wasnt working. This case was 25th of feb and i contacted them several times and they gave a lot of excuses and till now nothing happened.
I got a phone call from the manufacturer and they confirmed that the device is ready for pick up from 2 days but the store didnt show up .

Its now 20 days and 15 working days and they are still asking me to wait till sunday given that the device is ready!

I purchased a Samsung Note 8 at your DXB Mall store on 19/2/18, inv# SI/DMI/03912/190218/00017. After the purchase, while doing the data transfer Mr Senthil offered to put a screen guard for the newly purchased phone. He failed to mention the price, we thought that the price would be negligible as in most places the price range of screen guards are from AED25-45. He then hurriedly offered to put screen guards for our two other phones and once again he failed to mention the price. During the billing, I was shocked to find out that the price of each screen guard was a whopping AED160. Needless to say I was very hassled at the fact that he had not mentioned the high price of the item When we asked him why he hadn't mentioned the price he had the audacity to ask why we didn't ask for the price, He mentioned that the item can be replaced any number of times within one year, he failed, however, highlight the fact that the unit should be replaced only at the Dubai mall branch and if the service was availed at any other branch an extra cost of AED30 would be incurred. This is a violation of my basic consumer right to be informed. this incident was highly disappointing experience as Sharaf dg is a highly reputable company.in light of this incident, I would never recommend Sharaf DG to any of my friends or family. I request a refund. The details of the purchase are:

-Cost of the screen guards were AED480 in total paid on 19/2/2018 via credit card POS ID [protected], MID [protected], approval code 098493

- Mobile number +971 [protected].

With much frustration, I have to let you know about the worst customer service experience I have faced with Sharaf DG. They promised to deliver the washing machine and Dryer on 26th Feb but there was no news from their side (even after making many calls to there customer care) till 28th afternoon that too after my call there they inform me that they will deliver the product on 1st March. They plan to deliver the machine on 1st March without even informing the customer. They did not even bother to check the availability of customer.

Pathetic Service

It is with much frustration, I have to let you know about the worst customer service experience provided by the most respected business chain in UAE.

I purchased an iphone 10. 256 gb on 20Feb.2018 in Sharf DG, AbuDhabi mall. As per my requirement, they promised me that my contact person can collect the item in Dubai mall upon showing invoice copy and id card. Unfortunately, this did not happen and Dubai mall sales team informed my contact that they have not received any mails from AbuDhabi mall Sharaf DG.

I was forced to contact and coordinate for more than an hour to communicate between branches (Ticket Number 550761.) and facilitate the purchase.

If they were unable or not interested for my requirement, I would have contacted any other vendor or made alternate arrangements. After promising a service and taking the payment then failing to accomplish it is very bad customer service situation.

This is with regards to ticket # 544694.

I had purchased a samsung galaxy j7pro in the month of september 2017. This means my phone is under warranty.
Yesterday morning i noticed a ink colour spot on my screen. Gradually by the end of the day the whole screen was blank. On visiting sharaf dg deira city centre and submitting my phone for warranty claim i was given a form which mentioned visible dent on the top left corner. In fact there was no dent but a small discolouration which is caused due to usage of the plastic cover. On mentioning the same to sharaf dg customer support executive i was told yes but they have to mention it else i will not get a warranty claim.
Considering the same i signed it.
Today m getting to know that since there is physical damage on the phone and display problem i have to pay aed 440/- for the same which is unreasonable.

The phone has never fallen down no scratches no dents and totally intact and purely a case of faulty display which is on the companys side.
It should b covered under warranty.
Kindly look into it as i m nt interested in paying.

Thanks
Vivek

On February 3rd, I purchased 2 32 inch TVs from the Seef Mal Arad branch. One TV turned out to be broken, so I returned it the following day. Unfortunately, after waiting for a long time, I was told that they were waiting for a response from their management (don't work on the weekend) and were to reply to me the next day. I explained that I live far, and asked for it to be delivered instead, due to the inconvenience. Mr. Ramesh assured us that we would have a response the next day, but this did not happen. I called him on 4th and I was told he had only just sent the email and still did not have a reply from management. This is unacceptable and he promised that he would then deliver the TV on the 5th. To now, I do not have a TV, but he has the approval and is waiting for a delivery truck to come to my area, before sending my new one. Again, Ramesh promised to send me a message with the delivery time, and still have not heard from him. I tried calling again, and there was no reply and left a message. This is not acceptable, as I do not have a TV, nor will I get my money back in cash. I expect the TV to be replaced immediately, without this hassle, and a written apology as after this inconvenience, I will no longer consider Sharaf when making a purchase. The exchange policy is not clear and should be made immediately, and all paperwork/approval should not be the customer's problem. I am completely dissatisfied and expect more from a company like this. Please contact me on +973 [protected] (Faisal)

After reading in detail SharafDG's Best Price Guarantee Policy, I decided to buy a Fitbit watch from the store in Mushrif Mall (Abu Dhabi) knowing that the watch was significantly cheaper in Lulu in the same Mall.
SharafDG refused to honour the Policy and gave no end of lies and non-related excuses and are seriously in breach of the Policy. I have evidence to support my claims and read company policies as a profession and so it is clear to me that SharafDG is a dishonest company and does not abide by the policies that they have published on the wall within the shop!
I sent emails dated 20th, 25th and 28th December with all the details, photo evidence of the offer in another store, a copy of their policy and the receipts for the watch I bought. The most recent email has still not been responded to as there are no plausible answers other than to admit they are in breach of their own policy.
At one point SharafDG tries to claim that the product was not available in the Lulu store; however, I photographed it on the same day and again after this claim was made. There were plenty of identical watches available and so I know this was a completely made up excuse by SharafDG

I bought the Electrolux kettle on 25th Jan from DCC outlet in DXB and found it to be faulty. I submitted it for repairs on 23rd Dec since I had to travel to India on 2nd Dec. I got the product back on 4th Jan, but the problem remains the same and am not able to use it! Fed up with it, i bought another one Super General as a standby, but i could not able to use it as ' the smell the water produces after boiling' is not drinkable!

The Inv ref for DCC is SO/D01/03658/25117/00112 and for Super General is SI/M01.03934/291217/00052.

Being a Preference DG customer, i would appreciate your help as to how can i get my issues resolves; & also how will I confident to buy from Shraf DG in future?

thanks and regards
Venkat Parthan
[protected] - Dubai

I purchased a canon camera lens from your duty free store in Abu Dhabi airport at the beginning of December. I showed the salesman the camera I had and stated that I wanted a lens for distance photos and he assured me that the one I bought was correct. However, the lens doesn't fit the camera I have and I have been told by a photographer friend that this lens is for closeup photos. The salesman either didn't care or didn't know what he was doing. I have been emailing back and forth with them for weeks now with their only response being to return the item. I have stated on many occasions that I am currently travelling round south east Asia for a few months so an extra flight back to Abu Dhabi purely to return this is ridiculous. I have emailed a further 3 times now for a return address so I can post the item back via courier (at my own cost!) and have had no response whatsoever. This is in no way good enough and I feel that they are now ignoring me. Not only is each response increasingly pathetic, there is no response at all now.
I would be appreciative if someone could advise me on what I can do now and for something to be done regarding the appalling customer service received so far.
Thanks
Melissa Kerr