Last night I remembered why last time was the last time I ordered from @Taw9eel, thinking they would be any better, I was wrong – They are worse!
6:18 PM -I put in my order With delivery time stated to be within 4 hours!
10:18 PM – I call, they seem like they haven’t even dispatched my order, and they tell me he will arrive in one hour max.
11:30 PM – Still no driver, frustrated I call the call center tell them I will go to bed its way past my bedtime and he asked me when I would like it delivered, I said 4 PM.
12:05 AM I get a call (I explicitly told the call center guy I will go to sleep now – why call me up at 12 AM? you are too late)
Today 4 PM my delivery is still not here! I call the call center and they don’t even apologize for the delay, they say they will call me back . (Ofcourse they didn’t call back!)
6 PM They say the driver is on the way! 5 mins later they call and say the driver is on the way (delivery guys different than the call center).
7:48 PM Yesterday’s order arrives. Driver leaves I unpack, driver forgot 1 box.. Call back driver to get the third box :/
For me, It will be the last time I’ll ever think of ordering from Taw9eel!
They have very poor customer service (good call center response time but no resolution to my problem, they’re totally disconnected from the delivery dept.). There’s poor followup, no professionalism with deadlines (why state 4 hours if you can’t keep that timing ?), they will only inform you that some of the items you ordered aren’t available after they are late in delivering the items (e.g. no butter to make the cake you wanted to bake), refund to credit card takes 5-15 days which for me wasn’t worth it that’s why I didn’t cancel, and what hurt the most is that it felt like they don’t care! If I order from work its a 2 hour delivery, because my area is in mangaf its a far area they don’t care about the 4 hour deadline they set, they don’t care if I didn’t have dinner that evening (hence the toast and eggs and all that) how could you be a service company and be so negligent?
According to their FAQs 45 mins to 2 hours.. I wouldn’t have been upset if they told me it would take 24 hours when I initially ordered, and I would’ve probably cancelled my order or got the essentials for that evening from the grocery store close by. But to say 4 hours and deliver in 25 hours its a disaster. I only wish that management at taw9eel get to read this, I tried to ask for a manager at the call center, they said he will call back no one ever did.. If you care about your business I wish you work on your service levels, whats a delivery company with poor delivery time?
I’ve recenlty ordered a couple of times from Taw9eel and can say that there is an improvement over the post that I did 7 years ago. I’m still receiving mixed comments, but I would say that there is an improvement in the delivery and overall service over the years.