Mai Dubai – Water Delivery 4+

I’ve been ordering a water booklet from them by phone on a monthly basis. I tried the app and ordered a booklet since I didn’t have cash and paid with Apple Pay. The booklet was received the next day in the morning along with two water gallons replaced. Very happy about this as I always had an issue where I needed to be home to pay the delivery guy for the booklet in cash.

As a new customer the Mai Dubai Sales rep took copies of my Work ID and confirmed the special offer rates due to a tie-up with my employer/company in May 2024.
Since I was close to finishing the initial coupon booklet , I called the Call Center on 30-Jun or 1-Jul and got a confirmation that the same offer rates would be applied using the wallet.
Loaded the Wallet on 17-Jul, amount was deducted from my bank but the wallet did not top-up! Called the Call Center multiple times and was advised to wait for 24hrs, if not updated then to contact with proof of deduction.
So contacted via WhatsApp on 18-Jul and then the amount was updated in my Wallet, only to find another problem! My wallet was deducted with the original (non-offer) rate! Further contact from the Call Center and they now state they cannot correct the wrong charges but will ensure in future the discounted rate will be applied!
Is this the right customer service standards that Mai Dubai provides??!! As a customer I have done/followed everything required hut as a matter of principle now have to stand by the failure of Mai Dubai! Definitely a bad service experience for a new customer.

TODAY, I downloaded the app and ordered water as we needed it in our workplace I ordered at 11 am in the morning, and until now 5:24 pm we haven’t received any water and everything is already paid through the card, As I was trying to call customer service no answer, I cannot track my order even. I tried to send through WhatsApp it was written only scheduled delivery for 3 December 2023 but until now we have not received any delivery and it has already been paid. customer service no answer. This is really disappointing. We order directly from the app thinking it will be more convenient compared to other delivery services but it is so disappointing.