Yes, this is exactly what I have found out about this retail company. As a customer, I prefer to make purchases easier for my side by ordering online. I have successfully done so, however, later on, I have decided to have the newly purchased blackberry exchanged with another item.

I have called up Sharaf DG's customer service twice and called up Customer Service at City Centre to confirm if the product can be exchanged. I want to ensure that I have the accurate information and that the change is acceptable, the reason I have made three calls. I have informed all the three customer service representatives that I have spoken with that I have purchased a product online and that I want it to be exchanged, all have confirmed that this can be done. They just reminded me not to open the product and bring the receipt with me when I go to any Sharaf DG stores, additionally, the new item that will be purchased should be of equal or higher value.

Equipped with this information, I have gone to Sharaf DG City Centre but right then and there, was advised that the exchange can't be done. I felt disappointed, more so frustrated as the Officer-In-Charge was even raising his voice to us. In all fairness to Sharaf DG, they have an Assistant Manager who has kindly spoken with us and explained the mistake of the Customer Service. Still, it is unacceptable that the Customer Service has given me wrong information three times. This is really rubbish.

To cut the story short, I agreed to have the product exchanged online. After several days, I collected the new-sealed phone, only to find out in few minutes when I got to open the package, that there is a crack at the bottom. I immediately called up my contact person and I was asked to go back to Times Square to have it checked. I am staying in Deira so one could imagine the time and effort that I have given, not to forget the heat I have to suffer.

When I got there, I have spoken with two people from Customer Service who without carefully checking the phone, said, that it had fallen that's why there's a crack. It may be hard to believe but I personally would not tell stories or lies and claim that I did not drop it. The truth is and I swear, I did not drop the phone. If the phone has fallen down, then there should be other scratches but there aren't and they did not check the phone carefully before pointing fingers to me telling that it's my fault. It may like be that before the phone has been put in the package, it already has a crack but these CSRs are implying that it was me who dropped the phone.

I have spoken for sometime with the Head of Sales in Times Square and then he promised to have the issue resolved within 3 working days - that I'll get a replacement phone in 3 days but after more than three days, with no call or update from their side, I still haven't got the product back. I already paid for a phone that I haven't even used even for a single call and a phone that is not in my hands.

This is my personal experience with Sharaf, I do not know what's yours but after this, I have resolved never to buy from Sharaf DG again. The will is still in your hands; you just have a think first and remember this story before going to this retail store. At the end of the day, you will believe what you want to believe. All I can say is that this is for me to know, would you still like to find out???