Subject: FW: Complaint issue
From: Consumer Rights <[email-masked]>
To: Malak Nobeh <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Tue, 16 Jun 2020 07:33:49 +0000
List-Id: <ccteam.mumzworld.com>

Dear Malak,
Hope all is well,
Unfortunately we received a complaint (attached) in regards to the company. We would appreciate if the matter is resolved as we are here to protect our business partners. Kindly escalate the matter to the concerned department and contact the customer for any clarifications/documentations.
Apologies for the inconvenience,

حقوق المستهلك

Consumer Rights

D
+971 4 4461516

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From: Izabela Joachimowska [mailto:[email-masked]]
Sent: Tuesday, June 16, 2020 11:18 AM
To: Consumer Rights <[email-masked]>
Subject: Re: Complaint issue

⚠
CAUTION: This Is An External Email.
Good morning,

Many thanks for your prompt reply, much appreciated!

I am slowly starting to lose hope... In a nutshell, I purchased a SMEG Blender on Mumzworld.com on the 17th of April. Please find attached the invoice for your reference and please note that the payment was done by the credit card (full amount prepaid).
Order was delivered on the 1st of May and when I tried to use the blender for the first time, it turned out to be faulty. I immediately informed Mumzworld via their Facebook - back then they were quite responsive on their FB messenger (otherwise it was not possible to reach them on the phone and e-mails were left unresponded so Facebook seemed to be the best way of communication).

The product was collected by Mumzworld on the 8th of May. Around 1st of June they advised that repair of the product was not going to happen and they will refund my purchase. On the same day, the credit card used for the payment was blocked due to fraudulent activity and I informed Mumzworld on the same immediately and advised to process the refund to my alternative bank account: Again it was impossible to reach them on the phone, so I left an email, message on Facebook (I see it was left unread), and finally managed to chat with someone on Mumzworld online customer service chat. The person on the chat assured me that my bank account details will be shared with the Finance Team... The chat took place on the 4th of June and I sent a couple of reminders later on. Eventually, yesterday I decided to try their Instagram page and after a while, I received a message via Instagram Direct Messages: ''I can see refund was issued from our side. AED620.10. Kindly check with your bank. Should you request it, we can provide proof of the referral'. I asked for the proof hence I didn't receive any of the money back... Sadly, that's when Mumzworld stopped reading my Instagram messages. Moreover, I can see that they limited the possibility of leaving comments on Instagram at the same time...

I am attaching the print screens of my communication regarding refund with Mumzworld for your reference (sorry if it is chaotic..).

Please let me know if anything else is needed from my side and thank you in advance for looking into it.

Best regards,

Izabela

wt., 16 cze 2020 o 08:02 Consumer Rights <[email-masked]<mailto:[email-masked]>> napisał(a):
Dear Izabela,

Thank You for contacting Dubai Development Authority – Consumer Rights,

Kindly accept our sincere apologies for the matter you are facing. We are kindly requesting to provide all documents related to purchases made and any communications held with the company for us to share it with the same. Once received, you shall receive an automated response confirming the complaint registered and forwarded to the company.

Awaiting your response for the same.

Best Regards,

حقوق المستهلك

Consumer Rights

D

+971 4 4461516

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From: Izabela Joachimowska [mailto:[email-masked]<mailto:[email-masked]>]
Sent: Monday, June 15, 2020 5:45 PM
To: Compliance <[email-masked]<mailto:[email-masked]>>
Subject: Complaint issue

⚠
CAUTION: This Is An External Email.
Good afternoon,

I am writing in reference to the issue I have with a refund from one of Dubai Design District companies -> Mumzworld.com. Would you be able to support with such an issue?

Best regards,
Izabela