Careem – rides, food & more 4+

Bad behaviors of a lot of Captains

I am a regular customer of Careem, yet lately I have experienced aggressive and rude behaviors of the drivers. Some drivers refused to listen to the customers and just follow what they wish to do, which makes me feel so unsafe during the trip. I have reported these kinds of incidents, but still I have encountered bad behaviors of the drivers from my other trips. I don’t think Careem is doing actions for these kinds of reports regarding their captains’ bad behaviors. One incident is a driver, named Belhassen A., dropped me in the middle of the road near a roundabout, and aggressively wants to push me out from the car, showing his anger issues. I was worried for my safety. Would that captain and Careem take the responsibility if anything happens to me when i am left in the middle of the road with a lot of cars passing by? Are the passengers not allowed to ask requests to the captains during the trip? If this kind of behaviors of a captain happened to me, pretty sure it could be done to other passengers as well. I don’t think Careem is doing much training professionally for their Captain’s behavior, because it didn’t only happened once but a couple of times. Other drivers are not strictly compliant with the Covid protocols as well, and some drivers gets mad if you will remind them to wear a mask.

Everyday reliable

The app works and I’m grateful to use it many days of the week. But lately it doesn’t notify me when a car arrives; I only know if I’m checking or if the driver sends a message through the app - I still get those notifications. Lately it also crashes a lot just by the screen going to sleep and then being opened again, or if I change apps and then come back to check on the car. And most frustratingly, the app used to tell how many minutes away the driver is, but has for over a year now given an estimated arrival time instead, which means doing math while getting ready and trying to figure out when to begin the process of abaya, mask, hijab, shoes, purse, backpack, and walking out of the house. To make it more annoying, the notification that a driver is on the way covers the clock, so you have to swipe it up to see the time so you can start doing the math. These little UX things make a big difference in customer satisfaction.

Developer Response ,

Hi there, Jubilee.
We understand that this has been inconvenient for you and we truly apologize for it.
To avoid similar inconvenience in future we request you to make sure that you're using the latest version of the app.
If the issue still persists, please visit the following link: http://careem.me/Apphelp and our team will look into it for you.

No Support At All

UPDATE MANY MONTHS LATER STILL (1 Star) - Very bad support 7) Food/Box Department does NOT talk to the Car Department. No luck resolving cross-departmental issues. They work in vertical silos. 8) They ask you to repeat the issue again and again via email and by phone, over and over again. Good luck with refunds. It takes forever. 9) They / restaurant canceled a food order. They promised a refund. No refund was received weeks later. 10) They charged me for a trip in the WRONG currency, (with a FIVE time factor). I raised a ticket. No refund was received either weeks later. 11) They mark a raised issue as “Resolved” BEFORE confirming with the user. 12) You can not escalate PREVIOUS REVIEW 1-6 I never thought I would rate Careem a one star(Zero star is Not available) 1) If you have a question, there is no way to call Careem for help. 2) Once you have an issue ...Good luck. It will take weeks to resolve via email. Mine is not resolved for 2.5 WEEKS. 3) If you send someone top up credit via Careem. Sometimes they will never get it. Yet Careem deducts the amount from your card. 4) Booking a ride in the Future is no longer available. 5) if the call back, they ring the phone for 5 seconds. I had 3 attempts within 20 seconds. Then Careem says , we tried to call you!!! 6) Online App HELP does NOT work, And is very hard to find on the App. You need to book a trip now (immediately), then may be you get attention.

Developer Response ,

Hello there, we do our best to ensure our Customers are satisfied with our services. We never intended for you to have a negative experience with us and we apologise for the disappointment caused. Please share your concern in detail at: http://careem.me/Apphelp and leave the rest to us.