The platform positions itself as a premium shopping site, and it can meet that expectation outside of peak times. However, during busy seasons, the gap between promise and reality becomes apparent. The website claims two-hour delivery in Dubai, but this is unreliable during high-demand periods. Delivery windows are shown as commitments, yet they often fail to materialize, leaving customers in limbo. To handle the volume, the service appears to rely on third-party couriers, which diminishes accountability. When issues arise, it’s hard to determine who is responsible, and resolutions are slow. There are also frequent false delivery attempts, where customers are present but no courier arrives, leading to a breakdown of trust. Customer support is polite but offers mostly scripted responses. Instead of addressing issues directly, responses feel designed to move on rather than resolve problems. While delays during peak times are understandable, poor management of these delays is unacceptable. The brand maintains a strong image, but its performance during peak seasons does not consistently reflect this premium positioning.
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