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Bad customer service - will not action return & refund
I purchased a vacuum cleaner online from Lulu Hypermarket. The vacuum advertised was not the same as the one I purchased. I emailed Lulu customer service ([protected]@luluhypermarket.com) to return & refund and followed up with a phone call. Two days later they respond to say that ... "Kindly note that your order has been cancelled as requested. The refund will be processed back to your account via the same card which was used for this purchase within 7-14 days depending on your issuing bank policy." This response from them was on 7 May 2022.
After one week I emailed to say that I had not heard from them regarding arranging a courier to collect the incorrect vacuum. No response from Lulu. Then I had to email again thereafter and made another phone call - only to be told by a consultant that the case had to be reopened. Then I sent an email to follow-up as no email was sent to confirm. No response. I used their chat on the website to log my concern after yet another unsuccessful phone call.
It is nearly one month later and still no response. So much time & effort has been wasted on this.
I have never experienced such poor customer service, ever. It is one thing to be deceitful when marketing, it is another to take a customer's money & not correct an error and then to assure that a matter will be sorted, when clearly the intention is just to get the customer off the phone.
Thievery Corporation.
Desired outcome: Collect the incorrect vacuum and process refund - as per your return & refunds policy.
Fresh chicken
Yesterday,I picked Marinated chicken from Lulu's meat section in DFC branch and it was awfully smelly.
This is not the first time I've noticed it, their skinless chicken legs n thigh pieces are also smelly when I bought from karama branch sold under their name. I am very doubtful when picking up meat they sell under their brand name. It could lead to food poisoning if unchecked.
Date : 2nd June 2022
@ Lulu hypermarket, Dubai Festival City branch
Time : 10am
TRN : [protected]
I have enclosed the receipt copy as well
Desired outcome: Improve their product quality and ensure safe food handling n storing. Pls give me a refund on the chicken I bought yesterday my number is +971 [protected]
I am complaining about your product from the jazaa foods private limited product
Assalamu alaikum wa rahmatullahi wa barakatuh my complaint is I purchased from your Store al jahra industrial area LuLu hypermarket Himalayan pink salt from the jaza foods private limited I find inside too much sand please check this product because I buy so many times every time I find inside sand this is my request to your team don't sell this type of silly products my mobile number is +[protected]
Desired outcome: Very bad experience from your Store
Lulu Fresh juice
Hello,
I want to submit complain , I bought today watermelon fresh juice to my son from lulu Emerald branch new cairo, and the date stated on the bottle was today which means it is fresh, however when opened the bottle we found the juice is spoiled which is not acceptable at all and it may cause Gastroenteritis for him.
Attached receipt and bottle of juice
Waiting your feedback and action
Shaimaa Mahdy
Mob: [protected]
Desired outcome: Waiting your feedback and action
Staff not helped
I came to your lulu hamdan city center abudhabi on Saturday may 7 @11.20pm to buy fish.
Most of the fishes are not in the shelf even I choose sulthan ibrahim fish, but your staff Mr. chef (he said this name) but iam not sure this is his name, one philipino guy, he is saying he canot clean the fish after 11.15pm. Just 5 minutes he canot help, I never had such a customer deal from lulu
Immediately I tried to reach your contact numbers no one attended, may be due to timing.
He looked to me and simply said no. I need to be fully groomed and professionally dressed while coming to lulu?
He can say sorry for his behavior, he just act like a boss. I'm a pharmacist professional, I really feel bad from his behavior. if customer came before closing, we should attend and help the customer. I came 11.20 means 40minutes before closing.
I feel very bad because this happen from lulu.
I reached your whatsup number, today they responded that, it is only for online complaints
Waiting to here from you
Desired outcome: , He need to clean the fish and give to me on the same time like 11.30pm
Unfair chargers on same product
Dear Lulu,
I would like to bring to your notice that I have been charged different rates from different Lulu outlets for same product with the same bar code.
Item - MB Milk Bread Medium - [protected]
Receipt 233119 @ Lulu Hypermarket WTC = AED 3.95 Per pc
Receipt 599517 @ Lulu Al Falah Plaza = AED 6.20 Per pc
I hope that you can explain this and arrange for a refund with compensation.
Thanks and regards,
Ranjeet
[protected]
Desired outcome: Standardise your process and procedures to attain sustainability.
Replacement Policy
Dear Sir,
I am Sadik Shaikh recently shifted to Makkah and was very excited to know about the LULU presence in KSA as I have worked in UAE since 1994 and was a regular customer since it was Al Falah in sharjah.
I purchased a Mixer from Lulu 20 days ago and was not able to use the same for first 15 days as I was staying in hotel, when I shifted to my rented home just five days ago I tried the Mixer for first time and the performance was not satisfactory so being confident about LULU service I approached the LULU customer care where the did not entertained at all by saying that our return policy is to be returned in 3 days only.
The services in KSA are far different from the experiences in UAE.
I don't want a refund but need some other brand which will suit my needs. I was ready to pay whatever extra is required which is very very common in the UAE.
Regards,
Sadik Shaikh
Order # [protected]
Why my below order has been canceled? I have been charged on my credit card please expedite the delivery?
Please refund my money if you guys have no intention to deliver my order?
Pathetic customer service, I have been sending you emails since last week but no response!
Thanks
Faraz
+[protected]
Desired outcome: I need my order to be delivered ASAP
Product marked incorrect
I purchased blueberry AED 4.95 from Lulu Hyper market, Karama on 1st May 2022. The billing sticker was showing Raspberry which is priced AED 10.95 and I paid this excess price. Noticed this only after reaching home. This may be a small amount but it’s not ethical on their part. I rarely check the bill trusting them. Not sure if it is happening regularly
Desired outcome: Refund if possible
hina
dear sir today i perchace hina from lulu ghayathi when we used found bed Qulaty name on hina is salsabeel made in india in this hina is there is no colour in this its me we west our money when we perchace this item.
Food court( Chinese Indian)
The drinks we ordered were smelling of cockroaches. We paid a good amount for those drinks.
Its a shame that a major brand lulu, cannot get its basics right.
The drinks we ordered were smelling of cockroaches. We paid a good amount for those drinks.
Its a shame that a major brand lulu, cannot get its basics right.
Desired outcome: Maintain hygiene.The drinks we ordered were smelling of cockroaches. We paid a good amount for those drinks.Its a shame that a major brand lulu, cannot get its basics right.
Double time Payment done (card & Cash)
29-04-2022 I purchased for 9.610 OMR & I have paid through card, but payment aborted , So LULU official asked to pay other way. i paid through Cash. While I went to Room i got message that the amount detected from account.
Missing items in order.
order number [protected]. 3 times I called customer service and 3 times I sent email but no response. I m waiting for missing items or refund.
Nobody contacted me yet about missing items or refund since last 9 days
LG top load automatic washing machine not performing well
Lulu Hypermarket Khasab branch
I bought the above item last September 2021 and when I started using it, the twisting wash motion was very slow. I tried all the programs but the twisting wash motion is still the same. It cannot even make the detergent powder bubble. I informed the staff in Khasab and they sent the machine to Muscat. They gave it to me again but the performance is still the same. So I complained again, they sent it again to Muscat. I went to Lulu to ask for refund because I have waited for a long time but they told they need to inform the company first. So please do the needful.
Desired outcome: New replacement or refund
Hi Ms. Sabiniano.
I appreciate your concerns.
You've, of course, have had the unit for eight months. The only way an exchange could take place is if the manufacturer issued a return authorization. That will only, typically, take place of an authorized servicer attempts to service it and declassified it as unserviceable.
Be aware that these new styles of washing machines don't use an agitator in the same way, if at all. Don't worry about the motion; the only important point is getting the wash clean.
Items missing from my Order [protected]
Dear Lulu Team,
This is the second time I am complaining. Yesterday I received my order. but most of the items were missing. I informed the driver and pointed out the missing items, but he asked me to raise the request.
Snap is attached as mentioned ----------- in front of all the missing items. Tick items that are already delivered.
Please help me with this issue. This is the first time I've faced this issue from LULU. It has never happened before. It shook my trust.
Regards
Salman
[protected]
![LuLu Hypermarket - Items missing from my Order <span class="replace-code" title="This information is only accessible to verified representatives of company">[protected]</span>](/images/complaint/full/1361053/1650530254542684033.jpg "LuLu Hypermarket - Items missing from my Order <span class=\"replace-code\" title=\"This information is only accessible to verified representatives of company\">[protected]</span>")
![LuLu Hypermarket - Items missing from my Order <span class="replace-code" title="This information is only accessible to verified representatives of company">[protected]</span>](/images/complaint/full/1361053/1650530254571179819.jpg "LuLu Hypermarket - Items missing from my Order <span class=\"replace-code\" title=\"This information is only accessible to verified representatives of company\">[protected]</span>")
Advertised 25% discount for school shoes and I didn't get it when billing
Lulu Karama run "back to school offer" with 25% Discount for school shoes, I bought three school shoes on 16/04/22 and when I made the bill, the discount was not applied. The sales man told this shoe no offer. After buying, when I visited warqa branch of Lulu, they informed offer available for same shoe and my required size not available. I checked may be this item clearance one but lot of size and stock was available. And from box you can understand this is school shoes. My contact [protected]
Desired outcome: I want to get discount for the school shoes i bought as advertised.
Ikon gas stove 2 burner
Mr Raghu from stadium outlet misguided us for a gas stove he informed it’s a good brand I told him iam shifting my house I need for temporary use he never informed me about the replacement within a week as I was waiting to shift to new house till it’s connected the problem was from day one the gas burner had huge flames initially I was under the impression it’s gas issue than the maintenance team informed us it’s the stove when I informed Raghu he says service will take 15days which was never informed nor about the replacement within 7days
Online order not yet received and also not yet return back money order no: [protected]
Dear team,
I have ordered some grocery items also kids scooter. Only they delivered grocery
Due to no stock of the product unable to deliver on time so I want to cancel the item and I want my money back. This is my order no: [protected].
Riyadh dept delivery.
Online orders booked from lulu website. There is no updates and no tracking system.
Regards
Sathish
Desired outcome: please refund the items cost
![LuLu Hypermarket - Online order not yet received and also not yet return back money order no: <span class="replace-code" title="This information is only accessible to verified representatives of company">[protected]</span>](/images/complaint/full/1358983/1649838553303279040.png "LuLu Hypermarket - Online order not yet received and also not yet return back money order no: <span class=\"replace-code\" title=\"This information is only accessible to verified representatives of company\">[protected]</span>")
Tapioca
I bought tapioca from lulu hyper market on11/04/2021 20:52 Saudi arabia “Dammam’’ (Al rayan) it was 75% damaged and that time i think the price also toomuch please respond to my complaint and remove the tapioca and put new and fresh
Return of electronic item
I pirchase one electronic item last friday and i make unboxing only. But now i came back to change the product after 3 days. But they didn't accept and they are telling in valid reasons. I am so disappointed. I never use that. From Dammam Lulu.
Thank you
Mansoor
[protected]
Overview of LuLu Hypermarket complaint handling
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LuLu Hypermarket contacts
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LuLu Hypermarket phone numbers+973 17 553 555+973 17 553 555Click up if you have successfully reached LuLu Hypermarket by calling +973 17 553 555 phone number 18 18 users reported that they have successfully reached LuLu Hypermarket by calling +973 17 553 555 phone number Click up if you have UNsuccessfully reached LuLu Hypermarket by calling +973 17 553 555 phone number 6 6 users reported that they have UNsuccessfully reached LuLu Hypermarket by calling +973 17 553 555 phone number50%Confidence scoreBahrain+965 23 910 111+965 23 910 111Click up if you have successfully reached LuLu Hypermarket by calling +965 23 910 111 phone number 9 9 users reported that they have successfully reached LuLu Hypermarket by calling +965 23 910 111 phone number Click up if you have UNsuccessfully reached LuLu Hypermarket by calling +965 23 910 111 phone number 1 1 users reported that they have UNsuccessfully reached LuLu Hypermarket by calling +965 23 910 111 phone number80%Confidence scoreKuwait+965 24 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LuLu Hypermarket emailscustomerservice@luluhypermarket.com100%Confidence score: 100%Supportcustomercare@luluhypermarket.com94%Confidence score: 94%supportksa@luluhypermarket.com87%Confidence score: 87%customerservicebh@luluhypermarket.com83%Confidence score: 83%supportqatar@luluhypermarket.com78%Confidence score: 78%
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LuLu Hypermarket addressY-Tower Building, Al Nahyan Camp, P.O. Box 4048, Abu Dhabi, United Arab Emirates
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