Sun & Sand Sports Avis 

I bought a Nordicktrack treadmill last year in Muscat, Oman. They delivered a brand new faulty machine. On day 1 of use, I realised the machine was faulty. I complained. Their staff checked machine and tried to repair. They kept lying to me that machine is repaired fine when it wasn’t. This went on for a while till machine died completely in July. From then till now in nov, I m chasing Dubai office, Oman office to repair. Now they have stopped replying to me altogether. DO NOT BUY EXERCISE EQUIPMENT FROM THEM. Find a more reliable store. Coz till ur machine is working it’s fine. But the day it doesn’t, god help you. Coz Sun and Sand surely won’t.
I am left with a trail of emails and messages. And I am even asking them to send email ID of someone senior in the management who can look into my complaint. But all waste. Nobody bothers with complaints. Their sole purpose is to sell products and make money. Good or bad product quality, it’s your luck entirely.

The worst customer service. They’re not professional at all. I bought shoes and it was COD and I returned it but didn’t get my money back. They keep telling me in 24 hours however I’m not getting anything back it’s been a month! Worst customer service I had in my life

للأسف التقييم صفر
أسوأ تعامل وعدم خبرة لموظفي التسويق فليس لديهم معلومات كافية عن منتج الشراء.. وتأخير في إجراءات الطلبات بصورة مسيئة للشركة
لا أنصح بالتعامل معهم أو الشراء منهم

Please note I have had really a bad experience as I had bought FT Equipment for a couple of months now and still not yet deliver as there logistic team are not cooperative providing a proper documentation to be deliver in our office in jebel ali. Hope someone can assist us, the payment has been fully paid and no one is helping to get done and deliver the equipment.

HELLO? I NEED ANSWERS ABOUT MY ORDER
#SA01928883

It was the worst experience at the beach I ever had! We booked ocean front view and got a side view. The telephone in the room was not connected and lights in the room were hanging and not connected. The pool was not work the whole stay. And elevator broke down the last night. We waited to check in for 45 minutes. I was told to park my Jeep on the top floor so druggies did not break into it (staff said they are too lazy to walk to the top floor). The beach had litter everywhere. Will never go back there. The hallways, main entrance and elevators had no air conditioning and it was in the 90’s the whole week.

I purchased a pair of sandals that order was cancelled due to stock limitations. Why accept order when you don’t have stock.
Moreover i paid 59 aed through card and 100 Aed via e-wallet. They returned 49 AED back to card but i have been requesting for 100 AED to return back into my e-wallet but they are not just hope less but shameless who aren’t not even answering after 10 days.
They have worst service one can experience
Order Number was AE02338680
UPDATE: While I appreciate your call o still didn’t receive it in my account and Now items i was supposed to buy are no longer on sale and i have to pay 3 times cost that obviously i will not.
So now you can take all the time you need because it’s as useless as your service

AE02398050

I didnt receive my order. I was expecting an update or email from the customer service. And as usual no response from their end. I would like to cancel my order and demand for a refund. It is useless as I am now out of UAE and wont be able to use it. Until now the website says, no courier assigned so it seems they have no plans of delivering it. They just want to get money online, and they dont have stocks of the items. Their website is all a lie. Never ordering from sun and sanda online again. Very unreliable and disappointing!

I’ve make an online order its been 15 days till today i didn’t receive it.
The customer service didn’t gave me any feedback. All what they said we will raise a complain. I don’t know why they have a customer service and they cannot help the customer….. its was a very bad experience and i don’t recommend anyone to buy thru Sun and San application… also i don't recommend to try customer support help because you will have the reply we will raise a complain, we cannot help.

Bought a top and pants online as a present . They do not fit. I am.out of the UAE until August 2nd. Contacted customer services this morning they informed me i cannot return them ( even with tags on ). I am a regular customer in your shops . I am really upset. I do not want my money back. I am ready to accept a voucher

You have in Egypt the most worst service and product quality they have given idea that me any my family will never visit ur stores

The complaint number is 07914625

After they screwed up with my wife's order (you can read it below - Order #AE02310361) they screwed up again.

This time I personally tried to order shoes by using a certificate that they topped up last time after a month of regular escalations and complaints. But suddenly the SSS balance shows 0 AED instead of 800 AED.

Got in touch with their Support. And again the same answers like "no worries", "we escalated", "you will receive an email" and so on.

Let me remind you that last time it took them a month to refund back the certificate. And initially, it was their fault (the wrong recommendation of their customer support rep to decline the order).

This time I will be in UAE ONLY during next week. So interesting how are they going to fix the situation.

Very bad customer service , no flexibility with customer
I bought a jogger during the sale and went after a week for exchange not for a refund…. Request rejected
They dont care about their clients at all
Last time to purchase from them
If there will be zero rating i would go for it

STILL NOT RECEIVED A REPLY!!!
AE02326903
I ordered a Man Utd football shirt for my sons birthday but SSS sent the wrong product. Customer services were really unhelpful. They wanted me to wait 5 to 7 days to process the return. Then they would order and send the correct product (only one left in stock). If I had done this I would have 1) missed the birthday. 2) run the risk of the actual product going out of stock.

I then suggested that I should just order again the “correct” product in order to secure it for delivery on my son’s birthday. But it had gone up in price. SSS would not sell it to me at the price purchased.

I was told someone would call me urgently. No call for 24 hours.

The manager did call to apologise and said he would email me a 10% off next purchase!!!!!!!!!!!!!!!!!!! By this time the gift had been given.

7days on and I’m still waiting for the discount voucher.

From reading other reviews it seems it’s quite common that wrong items and sizes are sent. Sounds like they just send whatever they can get their hands on in the store room!!!!!!!!!!

Their customer service team, packing team and managers need a review and update on their training.

Good luck to all those that order and have issue.

Order #AE02310361
Their customer support provided an incorrect recommendation to decline the order instead of ordering additional position for the rest of the balance.
Then it took them almost a month (instead of promised 3-7 days) to top-up back the certificate (800 AED).
They ignored more than 5 emails during this period (a few of them: cases #08055479, 08008414, 07973576).
It was possible to reach them only via online chat, but each time they said to wait.
Meantime all the positions that were initially ordered have risen in price and now I have to pay 300 AED more for the same items.
Plus we already moved to another country.
No adequate excuses were provided.
Definitely, I don't recommend them. It's so frustrating to get such a low service in Dubai.

-----
UPD after their response here:

Even their answer below shows their low level of understanding of the issues and how they have to solve:
1. Growth of the prices while they were fixing their own issue.
2. Logistics to the customer.
3. Adequate apologies instead of "We are sorry to hear"

What a shame.

Horrible Experience

Don't ever buy from them

Once the item delivered it is your issue ZERO customer satisfaction experience

I ordered a pair of havaianas sized 43-44 last 5th of May but I received a wrong sized which is 41-42 after 3 days. I returned it to be exchanged and after waiting for another 3 days, shockingly I got the same pair I returned. Now the right size was out of stock according to SSS app. Ridiculous experience. Never again will I buy from your store. Order number AE02330045

Worst online shopping experience ever!!
after you order and pay , they inform you that some items are out of stock!!
why did you let me pay if you already know that some items are out of stock?!?!? something is fishy here!! maybe something illegal??!
and until this day my order is not delivered and the tracking number is a scam!!
after filing a complaint they provide another tracking number for the end delivery company which tells you clearly that they didn't even received the package yet!!!
i have two orders with same problem!!
my orders numbers:
KW01224588
KW01224735
and about the refund for out of stock items for both orders ,, i feel they will never give it back!!
so after all they leave you without your order and no refund!!
i will consult a legal professional, what i experienced with dun and sand in many ways has a lot of similarities with money laundering operations!!
i have to ask for official legal opinion.

Very bad staff. After payment when I said thanks she just turn back and started walking. Never want to visit such store where the staff doesn't know how to behave.

Worst experience ever! I placed an order and after 15 days I am still waiting for it. Called Customer Service a thousand times and every single time received the same response "We will escalate the manner" "someone will call you back" (which they never did). Have tried cancelling the order and requesting a refund and they told me I had to wait to receive the order and reject it, which makes absolutely no sense since the items are still in their warehouse (called the courier company and the items have still not been handed over to them) and that would mean I would need to wait at least a month to even begin processing a refund that I am sure will take forever!!! Honestly, the worse online shopping experience of my life! STAY AWAY!!!

(Complaint ref:_00D4JpLaC._5008dQuRjv:ref, order KW01223093)