Lulu Hypermarket atyaf mall — Attraction in Al Rawda Muncipality

One of the worst experience after the purchase at Lulu today. Bought some groceries from Lulu Yarmouk and checked out as usual. While we were heading out to get into the car, we saw something unusual in our bill. There was one item named Almond nuts with shell worth 35.70 riyal which we didn't purchase. Immediately we went back with our trolley to the counter and informed billing staff and raised the issue who then suggested us to contact customer service representative. Customer representative looked at bill and asked us to check the trolley whether we by mistake put the Almond inside. For that we asked them to check our trolley as we were 100% sure that we didn't purchase Almond. They didn't check trolley but called the back end staff through phone, asked us to wait as they wanted to check our CCTV footage. In the meantime staff were staring at us as if we are thief. Almost 30 mins we waited but they were still trying to find fault from us by checking CCTV. We in the meantime opened all the bags from trolley and checked all plastic bags to see if any mistake happened from our side, after 30 mins we identified that the Onion we bought has a price tag called Almond nuts with shell labelled on it. When I showed them onion bag, they realized it's their staff mistake and then immediately took the cover and went inside to change the price tag. After few minutes they given me back onion with its actual price (4 riyal) and returned balance cash of 31 riyal. What shocked us the most is that they were not ready to say sorry for the mistake happened from staff but simply ignored us. If we didn't check the trolley ourselves we would have been waiting for hours while they were busy checking our CCTV footage. You can do your formalities but when you realize your mistake, at least train the customer service representatives to admit the mistake and respect...

Dear Lulu Team,

I had an incredibly frustrating experience at your Atyaf Mall location on March 19 at around 10:30 PM, during your special sale.

The issues started with parking, which, while expected during a sale, was still a hassle. However, the real problems began at checkout. The lines were excessively long, and to my surprise, most of the checkout counters were closed. It is unacceptable to keep customers waiting 30–35 minutes just to check out a few items, especially during a major promotion. At the very least, all counters should have been operational.

After a long wait, a staff member asked if I was paying by cash or card. When I said card, I was directed to the self-checkout area. While assisting another customer there, my wife—who was holding our baby and groceries—was asked by an unhelpful security officer to leave the line, despite explaining that I was right there assisting someone.

To make matters worse, when I was finally ready to leave, a Lulu staff member standing outside the self-checkout area demanded an invoice. My wife showed him the receipt, but he dismissively said, "Sorry, I cannot use this invoice," in an extremely rude manner. As a result, I had to walk back and re-enter through the entrance just to exit properly—an unnecessary and frustrating ordeal.

This entire incident occurred around 11:30 PM.

Lulu Team, when you run a mega sale, isn’t it your responsibility to ensure that all checkout counters are open? Is this the level of customer service Lulu stands for—rude, unhelpful, and disorganized?

This was an extremely disappointing experience, and I sincerely hope you take immediate action to improve customer service and checkout efficiency during high-traffic sales.

Looking forward to...

When I first came to Saudi Arabia, people were raving about this supermarket. My 2 local supermarkets are Danube & Tammimi. I can get everything I need and more from Danube. Tammimi is a backup. Luckily they are opposite each other on Khalid ibn Waleed. The first time I went to Lulu I spent my usual weekly amount in but I was still short of quite a few things which I had to get from Danube. I actually ended up spending more money for my weekly shop. So, for me, it wasn't the cheap shopping experience everyone was raving about. Also whenever I've been to Lulu the experience has been less than satisfactory because of the Lulu staff, especially the staff who push the shopping trolleys. It's like they're on a death mission and anyone who gets in their way is going to get run over. For me that's not how to treat your customers. I hope the managers read this because they are not training their staff correctly. If you or your staff don't understand simple business rules then you shouldn't be the mudeer. This experience plus how I was treated by a female checkout assistant on another occasion was the final straw and I vowed never to return to Lulu. I haven't missed Lulu for many years. Why would anyone travel extra to not get everything they need and potentially be hurt, physically and emotionally, by ignorant staff. This latest visit happened by chance on a really quiet morning when there weren't many people around. So I was lucky. This is not the feeling I or anyone wants to have when visiting a supermarket: to be lucky I...