Carrefour Reviews & Complaints

Reported By: Steve Faye

Contact information:
Carrefour
Dubai Festival City Mall, United Arab Emirates

Bought a AED 3k television 2 weeks ago and received confirmation of delivery and installation on 28 August (yesterday)
Television was delivered yesterday and delivery guys said someone from the supplier will be here at 5pm to install the television.
4 calls made to your customer service team from 4pm (to confirm the installation was indeed happening as I hadn’t received a call confirming the time as was only verbally told from the delivery guys) again at 5pm, 5.30 and 6.30pm. Approx 7pm receive a call from your customer service team telling me the installation team only work until 5pm! Why didn’t your team know this information? At no point yesterday would your team allow me to speak to a manager which is the poorest level of customer service as they had shown themselves to be incapable of resolving a problem which has now escalated to a complaint. All they could do is tell me how sorry they were and this is not an acceptable level of service and understand my frustrations. Having bought 3 TV’s previously over the last 4 years from carrefour the TV’s were delivered and installed by the same people so clearly whatever you’ve changed in your processes isn’t working. This morning, after yet another call to your customer service team, finally they said they would get a manager to call me back. She was as incompetent as the rest of your customer service team…telling me she has spoken to the supplier and they will try to get someone out today t install the television.
You’ve had 2 weeks to organise delivery and installation and I’m not interested in your processes as clearly they are ineffective and certainly not customer friendly.
At a time when customer service is paramount and the great companies are customer centric focused clearly Carrefour is unable to deliver any type of service level to maintain and keep their customer service database returning to repeat spend.
Still nearly 24 hours after receipt of delivery your team cannot find a solution. I have made the customer service manager (Kiran) aware that should she not find a resolution to the installation within the next hour I want a full refund and you can collect the television. I will not be shopping any longer at Carrefour and will take to social media to make others aware of the utterly poor service received from your team. Case number 662607