eM Reviews 121

I have a terrible experience from purchase till delivery. Firstly they have sent me an email with confirmation with wrong information, they say my purchase would arrive between certain 5 days and free delivery to address! My purchase was late 5 days after their timeframe of delivery and no additional information about why or what’s happening with my order. After I tried contacting with their customer support, which was terrible experience as well because they don’t have any contacts, you have to start a online chat with a robot! Then after the robot cannot help you you have to wait on a line that changes from 7th on the line to 10th on the line (which honestly I don’t know how this is even possible) then they again cannot provide you with information on your order. Long story short, emag said they will return my money after the courier delivers my order, my order es never delivered, it was in an office and guess what I had to pay for the delivery! I wrote another email asking to advice how to proceed and they never answered… yet they sent me two emails for review on my order( which says I have got my order - I still haven’t). I highly would advice everyone NOT to order from them!

couldn't return a faulty item and my review is not being accepted because it is a negative one.
The only way to talk to a representative is via email, no number or web chat is available.
I wouldn't recommend shopping from Emag, especially if it's a third-party seller.

I did not receive the item I paid for. The customer support is awful! I am sorry I lost time and energy with them. AVOID!!!

Ordered an office chair for 219 Leva in June 2023. When the item arrived, I was charged 319 Leva. I have been in contact with about 7 or 8 customer service agents, but no breakthrough or proper feedback or explanation. No reimbursement either.

It is now January 2024, and this issue still hasn't been resolved.

AVOID THIS COMPANY.

Emag has been a nightmare to deal with. They advertise on their site that if certain criteria is met, they will delivery the products to your apartment door. Yet, they ship with a company they own and is completely useless. They would not delivery big heavy items to the apartment door if there is no lift. Emag is completely helpless in solving the problem. Their CS people blame it on the courier, the courier blames it on Emag and for more than 3 weeks there is no solution from their end, regardless of how many times I chat with them.
Do not order from them, they are an absolute joke.

I have recently order a gift for my friend's birthday and the date for delivery was today and today the customer servise support told me that it will come after 5 more days. I will go on that birthday without the gift because of the late delivery. The customer support doesn't help at all. Avoid emag at all cost.

The company is incredibly incompetent and unreliable. Lying completely about the delivery dates and then giving different predicted dates for delivery. And even so their parcels are not arriving. Its been a week since the first given delivery dates and their parcel is still not here. Horrible to get in touch and useless all throughout. Never use this backward company ever.

I ordered a product from Emag, but I had to change the delivery address. I tried to contact them in every way possible, but no person alive can be found to consider if you have any problem about anything. This is so frustrating and I'll never order something from them ever again. Their delivery service is beyond unorganised and disrespectful to the user. After all, I couldn't contact their delivery service sameday.bg as well, and I got my delivery on the address, that I wasn't able to collect my purchase. Three days in advance trying different numbers, which were either incorrect (officially placed in their websites, tho) or not responding. Unbelievable terrible service.

I ordered an office desk on black friday. It will soon be a month since then, and i still have not received anything. The customer support is DEAD, as their website stops the connection to the customer support, which to begin with is very hard to connect to.
They have NUMEROUS fines from EU, and will have more and more, however, from the scams they do, they can easily afford getting fined once in a while.
They use the CHEAPEST delivery options avalible, which negatively impacts the customer, and it is very obvious on the surface, i can only imagine the products and brands they use to be the same, and all the "DiScOuNtS" absolutelly fake!

Bought a ceramic hob for the kitchen online in september and it stayed in the box till today, since ur renovation was in process. Today the people who assembled the kitchen opened it to install it and found one corner was completely broken, glass smashed to small pieces. Must have happened during transport. It cannot be fixed and since the purchase occured over 30 days ago, there is no exchange of the item possible. On top of that, there is no propper customer sevice, just some automatis online answers. Very dissatisfied. Will never use emag again. (I am aware I should have opened the box on delivery, but in the ups and downs of a flat in renovation it seemed risky and unnecessary.) I cannot recommend emag. The only propper attention we received was by a worker at the shop at Paradise Mall, however, there was nothing he could do to help us.

Bad consumer practices, bad customer support. The third party sellers lie in the product descriptions and Emag keep working with those companies. Real shame, often there are good deals, but they make profit from the deals that rip off the people.

i did order wrong item. On eMag.bg start a chat page it was so useless i could write in the send box the page only wanted Boxed answers. Next Online service page asks for order number (optional) so i filled in number upon trying to send the box went to red so i removed optional number still no change, So no order and NO SALE and No Customer

I would recommend not to use emag.bg's services. Their customer support is lacking basic human relation skills and are just terminating chat sessions when I request to be contacted/redirected to a manager.

I ordered a wrongly advertised product and currently I am unable to return it (where the refund process was initiated 2 weeks ago).

Please stay safe and stay away from this shady platform.

Absolutely shady Romanian company that does not publish negative reviews for its products. Only positive ones are published, which creates wrong expectations in users. I don't recommend them.

Bad communication, bad customer service!!!!!!
Don't know ? Horrible customer service. I talk about Emag Bulgaria. They laugh at customer just, because customer asks them for an email to confirm the cancellation for their order. They just left the chat and forwarded me to another agent (clueless agent). That he didn't even know what's happening. I had to explain him, and thanks he was helpful and supportive. I ordered 3 items from Emag Bulgaria - kids swimming pool, kids bouncing castle and a trampoline. Only the swimming pool arrived on time. After that my nightmare started. Constantly in contact with Emag Bulgaria and the courier company ( SAMEDAY24). Always an excuse.... The answer was the courier has your item. Of course I was aware of this, because I could track the item. After that was : Our colleagues are facing difficulties in your area with the parcels!?!?!!??? I asked what was the the issue? Is it because they can't find my address? If is that I can help you with another address that is more easy to find... No respons.... The courier also called me to say to "expect" my parcel "today" (this was on the 18th of July 23).... But this day never came. At the end (after 10 days). I decide to cancel the order, because I was in Bulgaria to visit my parents. So ordered few things for my kids to play in the garden. But I'm leaving the country after a week. And I didn't still had 100% answer when I will have them. So decided better to cancel. As there was no point anymore. I started a chat with Emag Bulgaria customer service agent - her name was Mila.
Mila at the beginning was okay. But after I said that I don't mind what day they will tell me again for the delivery. Because I no longer need them. And just want to cancel the order and my money back. Milas answer was: I do understand you. The information will be passed to the courier, so they can return the item to us. And once is done. Will start the process for refund. And at the end she had a laughing emoji.
Which make me feel frustrated and also bad. What she was laughing about? I asked to give a roughly time. When to expect. Also said that I don't want a credit in my Emag account, that I want a refund in my bank account. And what was that funny? After she read it, without letting me know she just transferred me to another agent - Angel. This type of behaviour from Milas side is unacceptable. She is not ready for customer service representative. Because she doesn't know how to handle a situation with a frustrated customer (who was waiting for parcel's 10 days. And was just misleaded). However Angel was supportive and helpful. Even though at the beginning I was more frustrated, because of Milas attitude. And I transferred my irritation to him (which was not right). But he kept professional and was kind enough to be supportive. But honestly I don't think to shop anymore from Emag Bulgaria.Because the courier company they use is useless. I see that Emag in general is a kind of copy of Amazon. But they have lots to learn from it. First investment in their customer service training. And second to choose better delivery company (or just do it your own one, as Amazon). So you can have a control. And the 3rd, but also important thing : Allow customer to cancel their own orders trough their account, instead dealing with agents. But... Last order for me. If you have a chance just go in a fisical store and buy. Or just collect if is possible. Will save you lost of hussle and headache.
The funniest thing is that while I write my review got a phone call from the courier that they will deliver my items in 15 minutes 😂. When from Emag said that they will call the courier service (which obviously they didn't). But more funny thing was that the courier advised me to take my order, because I'm risking to wait very long time for Emag to refund the money?!?!?!! Hope the courier is not right and Emag will refund my money within the timescale So, how you can use a delivery company that works against you?????? Both side have to learn a lot

The company release misleading information on their site. It was written that if you made an order above 59.99 lv from the pet section you will receive free delivery. So I ordered food for my pet for 65lv and there was no free delivery. Tried to reach their CS and send them e-mail on the same day.
Guess what - I received their reply 5 hours after my order was delivered.
And the e-mail was totally useless - they were advising me to cancel the order and to made a new one.
And of course no details regarding the problem or compensation offer.
Very disappointed of how they are treating their regular clients.

Not existing customer service! I have been waiting for my money back since December. I returned a product that wasn’t even opened. Got part of my money back and no explanation of why it wasn’t the full amount. No information on their website about extra charges. After two emails and a phone call, I am still waiting for my money … never buying anything from there even again.

I had to send 2 emails for a refund , but in the end all was good. Shipping was good, support got 4 stars this time

Do not accept returns if package has been opened, even though by low I have min. 14 days return/refund right !! What they write as a conditions does not match how they actually handle returns. No money back either.

Weird to see so many negative reviews. One can say that this company strives to be the Amazon of Bulgaria. They have a lot of products on their platform. The policy is very flexible, and you can return an item hassle-free. Their customer support is excellent. The 4-star rating is mainly due to two reasons: one - prices are higher than emag.ro, and two - you can't order from the Romanian site because apparently, the 2 companies are not connected in any way, although everything one orders is shipped from Romania.