I purchased a Samsung Front Load Washer (Order: W5611870-A) which was delivered with a major physical dent. Despite this being a clear Dead on Arrival (DOA) case, the experience has been a nightmare:
Unacceptable Timelines: Their support team is quoting a "10-15 working day" period for "supplier verification" just to pick up a brand-new, damaged machine.
Poor Management: They refuse to provide a collection date, repeatedly claiming "the team is not working" because it is Sunday, yet they were happy to take my payment 24/7.
Scripted Responses: I have spent days on chat being told they are "adding a note" or "expediting" with no actual action. They even tried to push me to a general call center to avoid escalating to a manager.
Marketplace Failure: As the platform provider for TEQ SOUQ ELECTRONICS, Sharaf DG is failing to protect the consumer from defective deliveries.
It has been several days without a working machine and no clear path to a refund. I am now officially escalating this to the Dubai Department of Economy and Tourism (Consumer Rights).
Advice to others: Stick to Amazon or Noon. Sharaf DG does not have the logistics or the customer service to handle marketplace issues effectively.
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