Virgin Megastore Avaliações 

The Worst Customer Service Experience – Virgin Megastore, Mall of the Emirates

This has honestly been one of the worst customer service experiences I have ever had.

I purchased a Nothing Phone 2A in June 2026 from Virgin Megastore, Mall of the Emirates, and paid for an additional 2-year Accidental Damage Protection plan.

Now, when I need to claim the protection I paid for, Virgin Megastore is refusing to proceed because they cannot find my purchase invoice in their system. Despite having purchased the phone and the additional insurance, they are now unable to locate the transaction or provide a solution.

What makes this even more frustrating is the complete lack of consistency and communication from the management team. The branch manager, Gabriel, and Mohamed have been giving me different answers every single day. Initially, I was told that approval had been received, but now I am being told that approval was never granted. The story keeps changing, and nobody seems willing or able to take responsibility.

Unfortunately, this is not even the first time I have experienced such an issue with Virgin Megastore.

With my previous Nothing phone, I had to wait almost two months just to receive a replacement because the supplier had changed. Despite that experience, I gave Virgin another chance, purchased another Nothing phone, and even paid extra for extended protection.

And now I am facing the same unacceptable after-sales service all over again.

My biggest disappointment is not just the technical issue; it is the complete lack of accountability, transparency, and proper management.

I strongly advise customers to think twice before purchasing electronic devices from Virgin Megastore, especially if they expect reliable after-sales support or warranty protection.

Paying extra for protection should mean something. Unfortunately, based on my repeated experiences, Virgin Megastore has failed to deliver even the most basic level of customer service.

Extremely disappointing. I would not recommend Virgin Megastore to anyone.

Eid was very helpful got me what I needed and fast

The worst online shopping experience I have ever had!
I order a pram on their website as I saw it on google and being a large name I thought it should be fine. How wrong was I!
I selected click and Collect my money was taken immediately and 3 days later I got a message saying my item has been shipped so after wiating couple of days and not receiving another update I went to the store only to be faced with reality of ordering from Virgin.

Firstly the ladies in the shop were extremely confused why the message was sent about shipping of the item, they didn’t know what to do and told me they have e never received such items. They emailed some team and took my number to go and give me an update: this was 3 weeks ago! Since then I’ve tried all means to talk to their agents on WhatsApp. I keep getting unhelpful responses no one knows or tells me where the stroller is and it’s always another ‘team’ that the fault is with. Eventually I asked for cancellation and refund and it’s been a week and nothing has been done. They keep telling me that some ‘team’ will be informed and I should get my refund. But when I contact them again to enquire; they tell me the same thing again. It’s been 20 days I haven’t received the prank or have any clue when I will get my money back. I’m heavily pregnant and all this has caused me so much stress. STAY AWAY DO NOT ORDER ONLINE.

Made an order for a Laptop through the Virgin Megastore website; stated delivery within 1-2 days. Nothing came through, and on going to the Customer Service; both the Chat and the Whatsapp services were useless, just giving me standard rehearsed Bot like responses.
After a few days, I got frustrated, asked them to cancel, and then I got an email saying Order Cancelled because they don't have in stock. Atrocious service, and I had to endure delays without the laptop; not at all trustworthy when it comes to their store or customer service.

One-star review: Incorrect advice followed by refusal to refund

I bought an SD card from Virgin Megastore after specifically asking a sales assistant whether it would work with my camera. She confirmed that it would, and I relied on that advice when making the purchase.

After opening the package, I discovered that the card was not compatible. When I returned it, Virgin refused to refund me because the packaging had been opened.

This was not a change-of-mind return. Their employee recommended and sold me the wrong product. I could not have discovered that her advice was incorrect without opening the packaging.

What disappointed me most was Virgin’s refusal to accept responsibility for its own employee’s advice. Customers should be extremely cautious about relying on product recommendations from staff, because if the advice proves incorrect after the package is opened, Virgin may simply refuse a refund.

A thoroughly unacceptable customer-service experience.

Four days ago, I purchased an MSI laptop from this store. After using it for a few days, I realized that I had made the wrong choice. The 18-inch screen is simply too large for me, as I had been using 16-inch laptops for years. I wanted to exchange it for a 16-inch model from the same store, which actually costs around AED 500 less than the laptop I purchased. Unfortunately, the store refused to accommodate such a simple request. I was given only two options: keep my current laptop, or pay an additional AED 7,500 to exchange it for the cheaper 16-inch model. That makes absolutely no sense. The reason for the refusal was that I had opened the MSI box by cutting the factory seal. But this is unavoidable if you want to inspect and test a laptop before deciding whether it suits your needs. A sealed laptop cannot be properly evaluated. What is even more disappointing is that no one informed me before payment that opening the box would make any return or exchange impossible. This policy is only printed on the back of the receipt, which you receive after you have already paid. Future customers should be aware of this. I wasn't asking for a refund. I simply wanted to exchange my laptop for another model from the same store. It's disappointing to see such a lack of customer service and flexibility, especially when purchasing a premium product. A customer willing to stay with the same store and simply switch to a different model should not be treated this way.

I bought a Bose Ultra Headset on 19 April 2025 at Yas Mall Abu Dhabi. I paid 1,399 AED for the headset and an additional 248 AED for the extended warranty. TOTAL 1,647 AED. After a few months, I started experiencing problems with the headset but could get it working by turning it off and on again. Finally, it stopped working and in mid-June 2026, I turned it into Virgin MEGASTORE at Yas Mall in Abu Dhabi to get it repaired. On 1 July, Virgin YAS informed me they would replace it if I paid another 99 AED, which I did immediately. On 9 July, Virgin YAS asked for another 49 AED which I paid immediately. By now, I have paid 1,795 AED for this broken headset. On 24 July, Virgin Yas informed me that they could not replace the headset and I would only get a credit for 1,099 AED, due to a 25% Depreciation Value. That is 696 AED that I lost in this deal. I'm unhappy about this whole process and the loss of 696 AED. Plus, the headache of dealing with a poorly functioning headset. The Virgin Yas employees at the store always had a good attitude, but they seemed to be locked under some bad policy, or unable to make any decisions to help the customer with these types of problems. Plus, it took several visits over a 5-week period to the store to remind them about the headset.
I do not intend to shop at Virgin Megastore ever again, nor will I ever buy a Bose product again.

Items not in stock when it shows in stock on website

Very very bad , I have placed one order after seeing availability and 2 days delivery lead , but I got email stating that they have insufficient stock for 2items out of three , and money will back to ur account in 7-14 working days , now it have been 24 days since this mail and money not yet credited , also they are not giving any proper feed back , very unpleasant and unprofessional, I never recommend any online shopping from this firm , they literally cheating customer , no ethics , must be punished

I had a very disappointing experience with Virgin Online regarding my recent order.

The item was clearly showing as “available” online, and I completed the payment successfully and selected “store collection” for pickup. Because of this confirmation, I asked my brother to personally go to the branch to collect the item.

However, upon arrival, the manager in charge, Mr. Asharf, informed him that the item was not available and that he still needed to “check with customer service online.” Honestly, this was very frustrating and unprofessional. My brother was already physically present in the store, ready for collection, yet the manager himself did not seem to know how to properly handle the situation or provide a clear solution.

What made the situation even more upsetting was hearing later that the item was allegedly “only for Q.” If this is true, it raises serious concerns because customers living in this country, regardless of nationality, should be treated fairly and equally.

To make matters worse, when I checked my online account afterward, I discovered that my order had already been marked as “Canceled” without any prior notice, phone call, email, or explanation from your side. This level of customer service is extremely disappointing.

I hope Virgin will take this matter seriously, improve communication with customers, and ensure that situations like this are handled professionally in the future.

I need my MONEY back!

Abass the boy who with such a beautiful smile carried my shopping to my car on the other end of the dubai mall - amazing 🤩- great service!

Love walking around their stores — the vibe’s cool and they’ve got random gadgets you don’t see everywhere. But ordering online is a headache. Ordered a headset that said “in stock” and then got a cancellation email two days later.
Better to just go in person.

Placed a click and collect order (7459E31) for an item confirmed available at this store. My laptop had broken down and I needed it urgently.
Day one: spoke to agent Georges. Told him I would arrive at 5 PM. Was told the order needed 1 to 2 working days to prepare. When I asked why an item in the store needs two days to hand over, I was told the timeframe is on the website. Asked for a refund so I could buy elsewhere. Could not get that either.
Day two: spoke to agent Rola. Identical script. Conversation closed with “hope your issue got resolved.”
Two days. Two agents. No product. No refund. No explanation.
Click and collect is supposed to mean: item is there, I come in, I collect it. Virgin Megastore Villaggio has turned it into something that takes longer than standard delivery and offers less recourse than a cash purchase. Avoid if you need anything urgently.

Very poor service

On return of the product that didn't serve the purpose it was bought for ; I was given a paper voucher back and not cash ( even on asking other methods of refund wasn't offered that) !

And now they say its their policy - why didn't I request cash back.

Worst service ever : virgin mercato

I recently had a very disappointing experience with Virgin Megastore UAE regarding an online purchase and the return process.

The item was ordered online and delivered to my home. However, when I requested to return it, I was informed that all returns — including online purchases — must be completed in person at a physical store. In my situation, travelling to the nearest store would require a considerable journey and the travel cost would be close to the value of the item itself.

I asked whether an alternative option such as courier collection or a prepaid return could be arranged, but this was refused. I also asked for escalation to see if an exception could be considered. I was told I was already speaking to a manager and that no further escalation options were available.

The conversation was closed while I was still asking questions, which made the experience feel quite dismissive. A complaint was logged (case #1492416) and I was later told my feedback would be shared internally, but the issue itself remains unresolved.

I hope the company reviews both its online return process and the way customer complaints are handled, as the experience made a simple return unnecessarily difficult.

Absolute garbage. Voided my warranty for my remarkable after only using for a month. Said repair would take a week and got a call a month later saying there’s nothing they can do.

Called 20+ times emailed 10+ times with no response at all.

Paid over 2700 for my remarkable and now it’s all in the bin, alongside all my school documents

Ordered online. Delivery expect delivery in a day or 2. Its now 4 days and still being processed. Customer support dont know what's going on and need 24 hours to investigate.

I placed an order on the 19th with a promised delivery time of 2 days. As of today, the order is still showing “under process” with no clear update or explanation.

What is disappointing is not just the delay, but the lack of communication. When a company charges premium prices, customers expect premium service and reliability. Delays can happen, but transparency and timely updates are essential.

This experience does not reflect the service standards one would expect from a brand like Virgin. I hope this is resolved soon, but at the moment, I am very disappointed.

If its a gift to be delivered DO NOT ORDER!! Literally the worst service ever. I ordered a gift for my parents and i was in contact with them for 2 full days while they were hardly answering questions and saying that the product is being processed. The 3rd days when it was already a daynlate for delivery I contact them and they tell me it has been cancelled with no warning with nothing. Just sorry for inconvenience and they ended the chat.

Worst customer service you could ever have. Take the order and cancel it without a reason. Try to contact every customer manager I could have reached, and didn't even bother to respond back.