My complaint:
On 09th July 2022 I have purchased a Dell laptop 2 samsung mobile phones online through Sharaf DG website and paid through my RAK bank credit card to convert it in Easy payment plan. Products got delivered quickly. Then I had called SHARAF DG on 13th July just to re if my EPP request is done and the person on call replied me that it usually took 7 to 15 working days to complete this process and he didn’t informed me that I have to call the bank and inform them to convert my transaction for EPP. If a buyer has to do this process then why SHARAFDG is charging an extra amount for EPP conversion and why they didn’t mentiioned the same thing on checkout page or payment page. Then again I called SHARAFDG on 16th July and the person on call informed me same thing as previous agent on call. This time too he did’t informed me to call the bank. Then again I called them on 20th July to re if its done, but still it was not done and they sent me an email to call the bank and get the service request number. So then I called the bank and asked for the service request number but bank refused to do that saying that this should be done through SHARAF DG as I have already made payment to SHARAF Dg including Epp charges. So then I called them again asking to resolve this issue but that was so late as per them, because this process must be done within 10days of purchase and in this case they clearly informed me that they are unable to make it in installment. Now they tried to ignore my emails and calls so what they was doing when I was calling them they were putting me on hold for 15 20 mins and later they keep saying the same thing what I heard before too. So many email I had sent to them and then they stop giving me reply to my email. On 09th Aug I suggested them to refund the full amount what they have charged me and send me a payment link to make that payment again in order to convert it in installment quickly as possible and also I informed them that I can reach their outlets too if in case they want my card to swipe on their machine. When I didn’t get any reply I reached their shop in Abu Dhabi mall and went to customer service, there were 2 guys and I explained them everything whatever happened, and they smoothly replied that this is online transaction so they are unable to assist me in this case. After lots of arguments, one of them called someone and had some conversation and informed me that the manager of online transactions will give me a call and that date was 12th Aug. After sometime I got a call from that person and he informed me that he will try to help me but he need some time so I said ok. Then on 15th Aug morning I got a call from my home in India and that day I lost my father so I rushed and went to my father funeral. On 16th Aug I got a mail from SHARAF DG (Dear Valued Customer,
Greetings of the Day!!!
We have been trying to reach you unfortunately receiving no reply.(Mobile off)
We are trying to resolve the conversion issue but not getting positive reply from bank as per bank customer has not called conforming conversion.
We have forwarded the number received by you and shared with you the screen short of Email received from bank.
We are unable to help you in this case as per our earlier discussion we cannot place new order and cancel the old showing similar transaction amount.
Kindly advice as we are trying to resolve the issue kindly provide EPP request number calling the bank or we can process refund for the flexi pay charges.
Awaiting reply.
As I said I was in India so was unable to get their calls, and same thing I replied to them on 22nd Aug as soon as I saw their email and informed them to process refund for EPP charges. But since that time they didn’t replied me and I am keep sending them reminder emails but still no response.
Still refund is not processed and not even they bothered to reply their customer. Since 2012 I used to buy stufss from Sharaf DG only.
So if anyone can help me in this then please advise.
Thank you.
Suggested solution:
I need my EPP refund also I need compensation from them for this kind of service I have received from them.
