Careem

Dear Careem Grocery Team,

I am writing to express my disappointment with a recent grocery order (order id #11974****). I have 2 Careem accounts; I ordered from my another mobile number 052268****.

received through your service. Specifically, the mango ice creams I ordered arrived in a melted and damaged state, rendering them completely unusable.

To make matters worse, when I attempted to seek assistance through the Help Center in your app, I did not receive a proper or helpful response. The lack of support and follow-up was frustrating and unprofessional, especially given the circumstances.

I expect better quality control and customer service from a platform like Careem. I kindly request that you look into this matter and process a full refund for the damaged items at your earliest convenience.

I would also appreciate it if you could ensure such incidents are prevented in the future.

Please confirm once the issue has been addressed. Contact me on 050692****.

Below I attached the pictures of the damaged product while on delivery time.

Thank you for your attention.

Best regards,

Jesmid Palorath Kandiyil

jesmidjesmi65@***.com

Subject: Urgent Refund Request Unjust Charge for Cancelled Order (Shakeys, AED 185)

Dear Careem Support,

I am writing to formally raise a complaint regarding an unfair charge made to my card for a cancelled food order.

On 17th April 2025, at 8:46 PM, I placed an order through the Careem app from Shakeys Restaurant. Immediately upon realizing I had used the wrong payment method, I cancelled the order right away via your Help Desk under the Cancel Free option, and I received a cancellation confirmation at 8:46 PM the exact time the order was placed.

However, despite the instant cancellation, my card was still charged AED 185.

Upon contacting support, I was informed that a refund would not be issued because the restaurant had already accepted and begun preparing the order.

This explanation is both unreasonable and factually incorrect. I reached out to Shakeys directly, and they confirmed that they had not received any order from me, nor had they started any food preparation.

I have repeatedly followed up with Careem Support, but have only received automated, copy-paste responses with no resolution or proper investigation.

This experience has been extremely frustrating. Charging a customer for a service that was cancelled within seconds and never initiated by the restaurant is not only unfair it borders on dishonest and misleading conduct.

I respectfully request that you: 1.Process a full refund of AED 185 immediately.

2.Investigate this incident properly, including communication logs with the restaurant. 3.Review your refund policy for cancellations clearly made within seconds and confirmed.

I trust Careem values its customers and will not allow such incidents to go unresolved.

Careems Abu Dhabi - Cheaters and Dishonest, Should been banned
On 30 of March I ordered a meal via Careems application at 11.10 pm, according to the application the meal would arrives within 47 mins. I kept checking the application and found the arrivals time keep increasing by 20 to 30 mins.

At 1 am I called Careems Help Center to check on the meal, surprisingly I was told that Careems driver did not collect the meal (after 2 hrs from ordering) and they will send a driver at 1.20 am to collect the meal. At 1.25 am the driver called me and told me the restaurant is closing and hand the phone to the manager of the restaurant. The Restaurant Manager told me that the meal was ready to be picked up by Careem after 40mins from the order been made (around 11.50 pm), but Careems driver never arrived. He assured me that he tried to contact Careem but Careem never responded.

Very bad service by Careem that forced us to go out around 1.45 am to search for a restaurant (which was very difficult to find one as it was too late and all were closed). I was expecting Careems would offer a complementary meal of the same meal on the next day or a compensation equivalent to the value of the meal I have ordered and not delivered by Careem. None were offered by Careem.
During the last 2 weeks I was struggling with Careem Help Center to get a proper compensation to the suffer we endured and inconvenient we had from not delivering the meal to us.

Sadly they gave me the deaf ear. Therefore, I am using this platform and hoping the higher management of Careem would respond positively to my demands of proper compensation.

I am writing to formally lodge a complaint against one of your captains, Adil Shahzad Muhammad Ilyas, regarding a recent delivery service that involved a clear case of overcharging and dishonesty.
On March 25,2025, I booked a Careem ride to deliver an important document (Emirates ID) to a patient residing at Al Hathboor Residence, Dubai Silicon Oasis. The total amount displayed in the Careem app for this trip was AED 71.19, and since my app is not connected to my bank account, I opted to pay in cash.
When Captain Adil arrived at our clinic to collect the document, I handed him the emirates ID and 100aed cash.

He then informed me that the total fare might increase but was unsure of the final amount. To cover any additional charges, I handed him another AED 100 in cash , trusting that he would return any excess amount.
To ensure accountability, my colleague advised me to take a picture of the captains Emirates ID and exchange WhatsApp numbers for updates.
After approximately an hour, Captain Adil messaged me stating that the final fare was around AED 97 and sent a cropped screenshot of the payment, making it unclear. When I asked for the full, unedited screenshot, he later sent one showing AED 92.95. However, I did not receive an official invoice.
Out of concern, I contacted Careems customer support hotline to verify the correct fare.

The representative confirmed that my original booking amount of AED 71.19 was correct and that the driver was not supposed to add any extra charges. Additionally, when Careem contacted Captain Adil for clarification, he denied ever mentioning any additional charges and falsely claimed he only received AED 100 from me.
Furthermore, I noticed that Captain Adil deleted his initial WhatsApp messages where he had mentioned the increased fare. Fortunately, I have screenshots of the full conversation, along with the photos of his Emirates ID and the misleading payment screenshots he sent me.
This situation is highly unprofessional and unacceptable. It has caused inconvenience and a breach of trust in Careems services.

I am requesting:
1. A full refund of the excess amount paid beyond AED 71.19.
2. Appropriate action against Captain Adil for dishonesty and attempted overcharging.
3.

Assurance that such incidents will not happen again, and stricter measures are in place to prevent driver misconduct.
I expect a prompt response and resolution to this matter. Kindly update me on the status of my complaint at your earliest convenience.
Sincerely,
Mia Melody Cabase
052750****