I am extremely frustrated with Ounass and the complete lack of logic in their system.
I requested a return through the app, and the items were already collected from me. Some of the products were even partially refunded — which clearly proves the items are in your possession.
Yet, I receive a message saying: “Collection Failed: we were unable to pick-up your returned items as scheduled. We will re-schedule the collection for tomorrow.”
How is that even possible? If the collection “failed,” then how did you already refund part of the order? This is completely contradictory and honestly makes no sense.
On top of that, the app still shows “failed to collect item,” while you already have the items. I’ve called customer service twice this week, and each time I’m told a note has been added, but nothing is actually resolved.
It’s extremely frustrating to keep repeating the same issue with no clear answer or action. For a company that claims to offer a premium experience, this level of confusion, poor system accuracy, and lack of proper follow-up is unacceptable.
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