Careem Networks Reviews & Complaints

Reported By: S55

Contact information:
Careem Networks
Dubai, United Arab Emirates

Ref: Customer compliant ref 17930245
Issue: Promocode misapplied

Details: On 28 November 2017, I had used the mastercard offer of first free ride (upto 60 Dhs in UAE) and embarked on the first journey. Apparently for the first ride no promocode is required. I had anyways saved the promocode for subsequent rides.

When I finished my journey, I noticed that I had been charged fully for the ride as the system is not integrated to differentiate between first ride or not irrespective of the promocode entered.

The compliant to customer service team was not resolved amicably and no refund of the erroneous charge was agreed to be reversed either fully or partially. Thus I requested for an escalation point. The customer representative said there is no escalation point as per the company policy and that I am obliged to listen to the customer representative only.

1. How is it possible that there is no escalation matrix for a service oriented industry?
2. Why is there no way a customer can call and talk either, only emails are admissible mode of communication.
3. IF there is a system integration issue, why inconvenience the customer

While I do not blame the individual customer representative here, my concern is with the team attitude and lack of other means of resolution/escalation. Makes us feel like we are a “captive customer” and bound to listen to 1 person.

Regards,
A dissatisfied customer