Terms & conditions apply: Retailer rejects claims of ‘fake’ Gitex offer

Dubai-based retailer Emax has responded to a customer’s complaint suggesting that its popular ‘fly for free’ offer was not genuine.

The electronics retailer, which was honoured earlier this year by Dubai’s Department of Economic Development (DED) for its customer friendliness, came in for a bit of criticism this week after a customer complained that he had not received his due while participating in Emax’ ‘Fly for Free’ Gitex Shopper 2014 offer.

The retailer ran an offer for 'Guaranteed Return Flights' to 25 global destinations on the purchase of products over Dh1,000. The offers were available at Gitex Shopper as well as some Emax outlets in the UAE.

“I would like to report that during Gitex [Shopper], Emax was giving away free flight ticket coupon to customers on some purchases. However, after applying for a ticket, they gave me an option which is really not possible for me to opt for and they have not given me the flight options according to my selection giving some fake excuses,” a reader wrote in to Emirates 24|7 earlier this week.

He added that the same issue "happened with my friend as well, and I am sure that the same situation happened with everyone. So the ticket offer was nothing but fake from Emax."

Emirates 24|7 approached Emax for a clarification, and the retailer has rejected the claims, with Neelesh Bhatnagar, CEO of Emax, maintaining in comments to this website that the retailer has honoured the deal for all consumers who followed the terms and conditions.

“To claim a free flight ticket, eligible consumers had to complete and submit the online booking form by visiting the claim site www.flywithEMAX .com and posting to the address stated on the booking form at least 45 days prior to the planned trip,” he said.

“The participant had to post the above documents no later than 14 days from the date of purchase, which was October 17 for consumers who made their purchases on the last day of the show (October 4), and it was clearly stated that failure to provide these documents within the specified time would result in no bookings,” Bhatnagar added.

“Moreover, the offer was subject to flight availability, where participants were requested to select their top three preferred destinations and three different travel dates, which had to be a month apart,” he noted.

“Emax confirms that every consumer who registered online and followed the terms and conditions received his/her free travel ticket to one of the three destinations they chose,” the Emax CEO said, adding that “for any reason, should any customer still have a concern, please contact us”.