Scentitude by OBS

I had a disappointing experience at Scentitude by OBS in Dubai Mall. I purchased a perfume after testing it in-store, but later found that the scent gave me headaches. The very next day, before even opening the box, I returned to the store to request a refund. The staff initially informed me that a refund was possible and requested my account details, which I provided. Assuming the refund process was in motion, I proceeded to purchase another fragrance from a different store. However, a few days later, I was contacted by another employee who informed me that my refund request had not been approved. After multiple follow-ups, I was told by the store manager, Ahmed, that their policy only allows exchanges, not refunds. He also claimed that this policy applies to all stores, which I later found to be inaccurate, as reputable department stores such as Bloomingdale’s offer full refunds for sealed and unused perfumes. Given no other option, I agreed to exchange the product. There was a price difference, and I was assured that the remaining balance would be refunded. However, despite repeated follow-ups over the past six weeks, I have yet to receive the refund. My attempts to contact the manager have gone unanswered, and even after visiting the store twice in person, I was only told that they would follow up with accounting—yet nothing has been resolved. This experience has raised serious concerns about the professionalism and management of this store. I strongly recommend purchasing from well-established department stores instead, where customer service and refund policies are flexible, and customer-friendly.

Summary: great selection, even better service. This has become my go to place for buying niche fragrances. I’d been searching for something unique and exhausted the options at Galeries Lafayette, Bloomingdale’s, and multiple other outlets. What was missing from all of those places was the buying experience and high level of service. I got both at Scentitude, along with a wonderfully well curated selection of niche brands. Frankly, you could find the some of the same perfumes elsewhere but the service of two of their staff really stood out: Fatia, who helped guide me on my first visit without making me feel that I needed to purchase something. I ended up buying Misqaal by Tola. A few days later I was assisted by Zouhair along with Fatia, and left with Iris Malikhan by Maison Crivelli. Both are beautiful perfumes and the whole process felt like a journey (as my fellow frag heads will know) rather than a transaction. Fatia and Zouhair have my appreciation, as does OBS (please let this store live on). Others would do well to emulate this formula.

I purchased a perfume because to be honest they have a amazing selection but the customer service in the store is 1 star. They won’t help you choose nor give you more than a 1 word answer as if you had no choice but to buy there. Whoever is the owner make sure you check these employees, because you have an amazing store and for perfume lovers its bad to have employees that know nothing about customer service

Unlike other stores in Dubai, where you get followed as soon as you enter the shop, the sales man here simply greeted me and said : “ hello, welcome, my name is Zoheir, if you need any assistance, please let me know” Immediately I felt comfortable, I don’t like it when I get followed by the sales associates which is sadly the case in most stores in Dubai. If you are a true connaisseur of perfumery or a perfume enthusiast like myself, you will love the high level of expertise of Zoheir, he has excellent knowledge of perfumery, he knows what is on the market, he can talk about perfumers, notes, olfactive families…. If only others stores could do the same!

The worst customer services specialy the arab one he never help you and keep ignoring your questions