Careem – rides, food & more 4+

I faced an issue that I had to call the customer support and raise a complaint about, 1 week passed and they never got back to me, that I had to call again and raise the issue again, another week passed without a response, called the third time and 10 more days passed after that .. till I finally called back again the 4th time (24 days from the first complaint) to end up talking to one of the most polite people on the planet who was very resourceful and helpful too and solved my problem while I was on the call. As much as the previous encounters were bad, as much as his treatment was good. His name is Mohammad mokhlef, not sure about the spelling but he deserves a public appreciation. And if I have a message to Careem’s management, two points: 1. HR, you need to look at that guy and up your game to be able to recognize smart talents like him. 2. Customer success: you need to take a hard look at your internal processes (perhaps,raise a complaint or two anonymously every now and then and learn from it)

Hi Kayed, thank you so much for sharing your experience with us 💚 We are truly sorry for the delays and frustrations you faced with our support. It’s disappointing to hear that the process was so challenging for you. We are incredibly pleased to hear that Mohammad Mokhlef was able to resolve your issue effectively and provide you with the support you deserved. We will definitely pass on your kind words and appreciation to him 😊 We take your feedback seriously and will definitely use it to improve our support. Your insights are invaluable in helping us enhance our service. If you have any more concerns or need further assistance, please don’t hesitate to reach out through this link: http://careem.me/Apphelp. We are always here to help you out.

I usually book my taxi and cars in Careem and everything was okay. However today I was so disappointed with what happened during my booking. When i booked the taxi, it showed i have to wait for 6-7 mins, which i patiently waited but the taxi is taking a longer time to come yet I didn’t bother because he was probably stuck in the traffic. Now when i see on the application that the taxi was approaching on my location, the taxi just passed by me on a full speed! So i called the driver, thinking probably he just missed the pinned location, but low and behold the DRIVER WAS RUDELY SCREAMING AT ME WHEN ASKED WHY DID HE JUST PASSED ME BY! He was blaming me when it was his fault he missed the pinned location. He told me to just wait and he will come back, and i have been waiting for this ride for 20 mins, he just suddenly cancelled the ride and didn’t even picked up my call when i was calling him the second time. To my dismay, i reported a problem in careem through the app, and careem just texted me “We’re sorry, just book another ride” Is this how you make ammends with your customer who had unpleasant experience with your driver? No one even bothered to call or at least compensate to what happened? Just sorry and book another ride? I was late with my work for 30 mins because of this. This was a really disapponting! Your driver was rude and i didn’t even get any decent response from your team!

Hi Phoebilog, we are terribly sorry to hear this. We want to take care of this for you immediately. Please share your details with us through this form: http://careem.me/Apphelp. We assure you that we will not let this go by without ensuring that you are 100% satisfied with the outcome.

If you value your time and money and also your nerves DO NOT USE IT. I refer to my experience with ordering food, where not once but twice it happend that my order was delayed/delivered to the wrong people/switched with wrong order and made me wait for over 2.5 hours. For example today I placed my order at 4.55 via App and it never got delivered. It is now 7.45 pm and I just got off the call with customer support trying to claim my money back and no food ever arrived. I spoke with the outlet - they confirmed it’s ready, spoke with the driver - he says he is waiting at the outlet, then I received a call from another driver saying that he took the wrong order and another call from the first driver, that the order is delivered already. All while I am trying to contact customer support to figure out what is going on for 2.5 hours. Now, unfortunately I can not know for sure but as per operator my order was not accepted initially by the outlet and just now they were preparing it (it’s around 7 pm 2 hours after I placed the order), but I spoke to the outlet already since before and they said it was ready for pick up. The App itself is not reflecting the information in real time. My evening is completely ruined, especially that the same situation happened to me second time. Edit: while typing this review got a call from customer support the food is on the way and the money will be reimbursed

Hello again Ksen'ka, we're extremely sorry to hear about your concern regarding your recent experience. This is certainly something we'd want to deep dive into. For us to be able to resolve your concern, fill in your details here: http://careem.me/Apphelp and we shall get back to you at the earliest.