Home Box - Hamdan Liwa Centre — Local services in Abu Dhabi

We are truly disappointed with Homebox. We are new residents in Abu Dhabi and had purchased bedroom sets, dining set and some furniture. However, as we were not aware that mattresses of a particular type (i.e King) in Abu Dhabi come in more than one dimensions, we erroneously purchased 2 that did not fit the beds we bought. After many emails to explain our predicament and requests for exchange and replies from Homebox Support Team, which appeared to be from different people as they kept asking for the same information, they finally replied to say that the mattresses could not be exchanged even though they were unopened and we were willing to forego the price difference. Too rigid and uncompromising and not much of a support team present to help us. Would not recommend this store.

Dear Homebox. You are clearly not customer-centric or interested in supporting your customers. Prior to this reply from you below, I have already emailed your support team 5 times, all with the same replies from you like robots who have no heart or brains to think and use your discretion in providing support for your customers especially for genuine cases. All your replies tell us to take a pic of the goods and that you will look into them. We have sent the pics in our first email reply already but your robotic team still keeps sending is the same email replies and after all that, you merely replied that it’s your company’s policy to not allow for exchange of goods. These goods were still in their packaging after only 1 day of purchase which we immediately contacted you about. Your management team either has no clue about how you run your business to treat customers using their discretion or you have not sought their advice for your convenience and just use your man-made policy to prevent you from going a bit of an extra mile for your customer who has bought about AED 20K worth of furniture from you. Thank you for showing us what it means to not be human and humane, especially in the month of Ramadhan that is supposed to be full of grace...

Subject: Extremely Poor Customer Service Dear Customer Service Team,

I am writing to express my extreme dissatisfaction with the level of customer service provided by Review Home BX. My experience with your company has been overwhelmingly negative, primarily due to significant delays in delivery and replacement processes which have left me deeply frustrated and inconvenienced.

Despite multiple attempts to seek assistance from your customer service team regarding the status of my order, I have encountered consistent challenges. Not only have there been substantial delays in the delivery and replacement of my items, but the responses provided by your representatives have been unhelpful and devoid of any concrete information.

On numerous occasions, when inquiring about the progress of my order, I was informed that there was no record of it in the system, despite providing evidence of shipment notifications and delivery updates. Additionally, my repeated requests to speak with a manager were met with further delays and unfulfilled promises, leaving me on hold for extensive periods of time with no resolution in sight.

After enduring this unacceptable level of service for an extended period, I have reluctantly reached the decision to visit your store in person to cancel my entire order. The consistent lack of communication and failure to address my concerns have led me to believe that this is the only course of action left available to me.

I trust that you will take this feedback seriously and use it as an opportunity to improve your customer service standards. As a loyal customer who has experienced the worst service imaginable, I sincerely hope that my grievances will be addressed promptly and that steps will be taken to prevent such incidents from reoccurring in the future.

I look forward to a swift resolution to...

Very very disappointed and disgusted with the customer service at Home Box. I had a delivery scheduled for last Thursday. Thursday an item was missing,  Friday they were closed, Saturday another part was broken and product could not be assembled. I contact customer service and I'm assured another replacement is on the way. Sunday - nothing. Customer service assures me something is coming. Nothing. Sunday afternoon - another representative says they are not sure what's happening and I need to wait another 48 hours. Monday - another representative tells me they have to pick up the defective product and then file a refund (I have no product as the delivery guys had taken everything on Saturday) I recieved no email or sms or phone with this so called update. I have to constantly call customer care and speak to new representatives each time. Monday afternoon a so called 'manager called Shireen' tells me that as my right as a customer I'm supposed to be informed of all updates regarding my refund and she will get back to me by the end of the day. It's now more than 36 hours later and I'm still waiting.

Either Home Box customer service just doesn't care or customer rights don't seem to exist. All I know is they were very quick to take my money but cannot deliver on product,  or refund, or have the decency to be updated about my status. No one seems to want to take responsibility for this and they keep just saying 'my apologies, someone will contact you shortly' Managers are always in meetings and cannot be contacted. Their watsapp chat keeps 'escalating the issue'

For a store that I have regularly supported over the years, I will now never buy from Home Box again and will spread the word to all family, friends and colleagues to not buy...