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Complaint Regarding Incorrect Product Sold and Distressing Experience at Sharaf DG Burjaman

My complaint to Sharaf: Dear Sharaf DG Customer Service TeamI am writing to formally raise a complaint about a very disappointing and distressing experience I had with your Burjaman store in Dubai.On Wednesday, 22 October, I purchased an earphone for my phone from your Sharaf DG Times Square branch. The sales assistant checked my phone and advised me which model to buy. I explained that I was only visiting Dubai and just needed the cheapest compatible earphone, but he recommended one priced at AED 51, which I purchased.The earphone did not work with my phone, though it did work with my laptop. On Saturday, 25 October, I visited your Burjaman Centre branch to ask if it might be a phone setting issue. The staff told me I had been sold the wrong product — a cheaper model (around AED 23) would have been appropriate.I requested an exchange, but staff refused, saying it could not be replaced because I had not provided my phone number at the time of purchase. I had declined at Times Square to avoid promotional messages. They also questioned how they could verify my purchase, even though I showed proof on my credit card statement, along with the original packaging and serial number.The staff were dismissive, unhelpful, and unsympathetic, taking no responsibility for their own mistake. The manager was equally unsympathetic and offered no apology, telling me I must return to the Times Square branch — an impractical solution given the AED 80 return taxi fare or spending more than half a day by public transport. I was distressed and upset by this treatment.I also attempted to submit a complaint via your website, but the form was very unfriendly, with insufficient space to explain the situation and no submit button, making it impossible to lodge a proper complaint online.I hope Sharaf DG will review this matter and arrange a replacement or refund for the AED 51 earphone. I can provide any further documentation if required.Thank you for your attention, and I hope this matter can be resolved promptly.Yours sincerely,Dr Robin Mann, New Zealand

Date of experience: Oct 25, 2025