This place has some good middle eastern stuff and If it was not for their horrible customer service, I would have probably give them a 4 star.
I've had a few bad experiences including the last one which was this:
I purchased some brown rice from them (4x10-lb bags) a while ago and when I opened the 2nd bag, there were countless dead bugs inside! The 1st bag (and the other two) did not have this issue. So I took the bad rice back to the store to return. I did not have my receipt from 2 months ago. When I shared my experience with the customer service rep, they told me they can't accept the return because I don't have my receipt. I asked if I could talk to the manager and when she showed up, she said the same thing. She said we are not sure if this has happened prior or after the purchase. She also said they can't accept any returns without receipt because people may buy items from other stores and try to return to Biaz!
Anyhow, some thoughts:
1) I too am not sure if the bugs where there when I purchased or appeared afterwards. But I'd expect any reputable store in the US to honor my words for it (and time for bringing the item back to the store) and issue refund.
2) There are other ways to prevent fraudulent returns and it should not be very difficult to distinguish between an honest customer and someone who is making up a story.
3) above all, the most successful stores are the ones with the mindset of: "customer is always right". You can't do big things thinking small. At the end of the day, that bag of rice (which I had to threw in trash) was only $14 or so. I think I've spent $1,000 over the last 10 years at Biaz (phx store and Mesa). I will probably still shop here but only when I have no other options (and with hesitance). Hope the management can improve the customer service.