Carrefour Reviews & Complaints
Reported By: NoorD1
Contact information:
Carrefour
Dubai, United Arab Emirates
carrefouruae.com
This is regarding my order number 00912645 placed on 30 January. Delivery was scheduled for 31 January between 12-2. No delivery was made that day and no communication from Carrefour was received to inform me that delivery will not be made. I contacted by carrefour and raised a complaint (Case number 790357) and was told my items will definitely be delivered on 1 Feb. I did not receive my groceries on that day either so I contacted Carrefour again regarding my delivery and was told they actually don’t know when my items will be delivered as they have been disorganised with dealing with deliveries. I was told a customer service representative from e-shopping would call me within the hour but no one did. I contacted carrefour again this morning and still they don’t know when my groceries will be delivered!
My issues with this are the following:
First and foremost, the unacceptable delay in delivering essential items such as food.
Second, blocking the amount on the card throughout the delay period so that one cannot go and shop at a store and get the order cancelled straight away (there’s a 2-3 delay to unblock funds)
Third, the lack of communication from Carrefour throughout this whole ordeal. I was not contacted at all by carrefour to inform me of delays or to apologise and offer a form of compensation. I had to call and follow up everyday!
Fourth, the fact that not only is there a delay, but that you can’t actually tell me when my items will be delivered!
I would like to escalate this case and request a copy of your trade license so I can issue a formal complaint to the Consumer Right Government Body in Dubai under the clause of not adhering to an agreed service. I would not be doing this had carrefour called me and informed me of the delay and offered an alternative time slot.
I look forward to hearing back from you
Care of the directors of the main center of Carrefour
I am one of the oldest customers of the Carrefour store for more than 20 years, most of my dealings were with Carrefour UAE, where I was residing there for 18 years, and the fact that your stores there are the best in terms of product quality, appropriate prices, and dealings with employees, including customer service staff, and what distinguishes you is the service of delivering products to the desired place, which saves time and effort for the buyer in addition to high-end dealing, And what I have humiliated in Egypt I buy from your stores available everywhere in Egypt Perhaps my problem that I faced is that it is the first time I use the application to buy your products and deliver them Where I live in Cairo where I made an order yesterday and paid the required amount for the payment card to my bank I received a notification that the order will arrive at 8 and 15 minutes at night and I called customer service to make sure so the responsible employee told me that the order will arrive between 9 pm to 12 at night, contrary to the time that was sent to me, and I discussed it with him, so he told me that this is the allowed time and that the time that was sent to me (8 and 15 minutes at night) is an estimated time and not mandatory, in fact, I was surprised by his response because if my estimate must be between 9 pm and 12 pm, so he could not answer, and I asked him to postpone sending the order to any other day at a suitable time, and his response was that he could not, In fact, I was surprised by this reply, so what is his job in customer service? I asked to talk to the questioned manager, and he answered that he cannot do that, and that the market only sends an email to all the specialized managers to communicate with me immediately. As I expected, no one has contacted me until now, so yesterday I called customer service again, and the questioner answered me that he will help me that he will cancel the order without any discounts and that I order it again at a suitable date, so I thanked him and actually sent A letter to the branch to cancel the order and give me the reference number for the cancellation and I confirmed it my fear that the branch sends the order ignoring the cancellation of the order and this is considered a waste of the workers’ effort in addition to the time and wages of the workers specialized in packing in the branch and the transfer to the car and the car moving to the place of delivery He assured me that this will not happen and it happened what I expected as the shipping representative called me at 7 pm to confirm that he was on the way to deliver the order so I unfortunately apologized to him that the order had been canceled The purpose of sending me this complaint is my deep sadness and surprise at the lack of appreciation of the officials, managers and specialists in this subject and their waste of time and effort of workers in addition to the financial loss of the company’s management in Egypt for that, which made me feel frustrated with the level of managers and officials with the loss that accrues to the main management in the Emirates, including the care of Sheikh Majid Al-Futtaim, who I was honored to implement projects for him in the Emirates, who does not accept that the reputation of his projects spread in the Arab countries is affected and out of my concern for the interest of the company and care Sheikh Majid Al Futtaim, I hope that this complaint will reach him personally and I think he will not mind that, and it is up to you first and foremost.
Thank you very much and greetings to His Excellency Sheikh Majid Al Futtaim