Suburban posted about her own experience with the horrible service of Emax. I’ve written about my own bad experience previously here. I have heard loads of other horrible stories from friends around here, do not really know what these idiots in Emax are thinking.
My first experience with the new Emax store opened at City Centre Muscat was extremely disappointing. Somehow I was so stupid to purchase a cheap phone cover which I honestly thought was genuine, I left the store, tried putting it on and found out that it was defective – it did not fit the phone.
I instantly went back to the store and asked the customer service desk for help, the Omani girl called up the phone department assistant on the PA system, I stood waiting for a minute, two, three, four, and nobody came. She then asked me to go and look for the guy myself, another stupid move I did, I walked to the phone department and talked to the first Indian, he told me to the talk the other one on the other side, I went up the second Indian who told me that I should be speaking to the first one that I have just been to. I instantly realised that I should not be doing this to myself, I went back to the stupid customer service girl and told her that the stupid phone dept people did not help. She called up again on the PA system, nobody came, after staying there for more than ten minutes she decided to go look for them themselves, in a minute she came back saying that the people that I need to talk to have gone to lunch and that I should come back in hour. I was in the store just looking for someone to talk to regarding the phone cover issue and I couldn’t find anybody. She did not offer me any other help. I left.
I got up seriously pissed about it the next morning, I went back to Emax and the same thing happened again: I stood there for 10 minutes, she called and called over the PA system and nobody came. Another women came up complaining about a faulty MP3 player she bought for her kid, the customer service girl told her that everybody is complaining about this MP3 player and that the women can exchange it for store credit which she could use to purchase stuff at the same price in the store, the woman said that she wants to get a refund because she doesn’t want to buy anything else from the store, the customer service girl said that they do not have a refund policy and that the woman would have to see the manager if she is not happy with store credit, the woman said okay fine where is this manager, the girl called him over the PA system, and you know what happened.
We stood there waiting. I’m waiting for ANYBODY to come talk to me, and the other woman waiting for the manager, we stood waiting and waiting, AND NO FREAKING BODY CAME, it was really annoying, I made up my mind to make an official complaint, I checked the receipt and it had a phone number on it, so I thought that I’ll save myself the useless wait and just leave. I told the woman waiting that I’ve been waiting for two days and nobody came up, I then asked the stupid customer service girl for her name (to mention that she did not offer any help when I make my complaint), she freaked out a bit when I asked her about her name, I repeated my question and she said told me that her name is Asmaa’ Abdul Karim.
Next day I called up the customer service number, told my story to the operator, he did not offer any solution and just told me to call the store manager, I called up the manager, he apologised and told me to come to the showroom to talk about it.
I went today to the showroom, I went up the customer service girl (she’s the only person you can talk to), I told her that I need to see the manager, she called him over the PA system, and I stood there waiting, five minutes pass before he actually comes, we didn’t talk much, I said that I want my refund and he said that I’ll get it, he asked me if I wanted to buy anything else from the store, I said no, we went up the cashier and got my money back, but the whole set of their staff was extremely rude, in the showroom itself NOT A SINGLE PERSON APOLOGISED, not even the manager himself. I am still so mad about it, I do not think that I will EVER buy anything from that place. You have been warning now, buy stuff from Emax at your own risk. Can’t believe they’ve been making press releases titled “Customer Service is Emax’s USP”.
If you are struggling with the customer service of Emax do not waste your time waiting at the counter, the person to shout at is the manager Ismail, his phone number is 95755889.
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