Virgin Megastore Reviews 94

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.

they scammed me, told me a controller was compatible with pc, and it isnt

I placed an order for a Christmas gift on the 7th of December. On the 22nd of December I contact via live chat to cancel order and they say they cannot as my order has already been packed and ready for shipping. On the 23rd of December I receive notification that I will be receiving my item on the 4th week of January. They were obviously not telling the truth. I contact customer service chat and they say they cannot cancel the order from their side. There isn't any other mean for contact. Awful customer service.

I ordered an Oura ring as a Christmas present. The delivery kept being delayed and then out of the blue the order was cancelled. No explanation and the online chat is useless unless you enjoy going around in circles. What really makes me angry is I now have to wait between 3/14 working days for my 1399 AED to be refunded!! Not acceptable. I pay instantly, you can refund instantly!!

I placed an order online and the expected delivery was 2 days; this has now been 10 days and I still do not have my item. It was nice to know that when I contacted customer service it was a human at the other end and not a robot. However, when they had no authoritative or capabilty to act on my late order. They couldn't even offer an estimated day of arrival! Nothing proactive was done, nothing was offered, it was a simple 'I can't help you' over and over over and over again... It was probably easy to speak to a Robot.Shame.

I’ve been ordering online for several years and only one time I was refounded as the items were not in stock even if they were flagged as they were.

I made two (2) online orders trough the virgin megastore website and in both of them I had this issue.
- first time three out of the five items purchased weren’t delivered because of “unavailability”
- second time got other two items and one was also unavailable.
I do not understand why yall don’t flag the items as unavailable when they are. It’s frustrating to order stuff and half of it isn’t delivered. Definetely not buying from them till they fix their services.

Very bad home internet & customer service also
No one responds positively & even not responding

Terrible company in every aspect. Stay away, they will not honour their commitments. They will take your money, and when the delivery schedule comes, they will cancel your order. That's all you will get.

Last weekend, I was trying to buy iPhone 17 Pro Max for my family as a gift. The sales person said initially it’s out of stock since they are pre-ordered, but one customer has been cancelled so they can give me that one. But the thing is, I cannot buy it with the actual price since it’s bundled with insurance for 2 years, also offered me the phone case. Told them I ONLY need the phones. I will pay with cash. They said all iPhone 17 phones come with insurance. I’m not convinced, I called customer service they said it’s NOT MANDATORY to buy the insurance and accessories. They have the same lines as per the other stores. I just bought the phones from Apple Store instead.

Very very very bad customer service .
Do you always deal with the customer in this way if he has a problem and the problem is from you and you say the problem will be solved within 24 or 48 hours and we contact you, and despite that we contacted you more than once and it is as if nothing happened and no one contacted and the important thing is that the product was sold and the customer means nothing to you after you took your money and the name of this thing is a mockery of the customer, and I will advise all relatives and friends not to deal with you

Very bad experience with Virgin Megastore. I ordered a screen online for AED 5000 and was supposed to receive it two days ago, but nothing has happened so far. When I contacted them, they just apologized and said they don’t know when I will receive it. Totally unprofessional service — I do not recommend ordering from them.

If was possible I will give 0 stars to this store ,worst customer service they do not care about customer satisfaction at all.
Purchased an online order for over 1000 $ and they refused to exchange the colour of the product,the product was only opened for the viewing ,also taking in consideration that the item looked different from the imagine they totally refused to make an exception to exchange the item which supposed to be a gift.
Definitely lost me as a customer,never again!!!!