Nura   United Arab Emirates

bad poor customer service

i made an order for our office grocery and i ask for invoice or receipe to send to my email instead they sent me E-bill for what the E -bill i need receipt of my invoce I will never order with them again never. i follow up for 2 days and no one has resolve the issue.

bad customer service at all its so dissapointing,

03-07-2025

Rico   United Arab Emirates

Unprofessional and slowest company

– deliveries are always always late
– customer care is pathetic
– they offer discount codes which never ever work
– unapologetic, unprofessional

29-12-2024

Ibrahim   United Arab Emirates

Water

I have ordered 4 days ago only water, and until now didn’t receive anything, I followed up with customer service and they keep promising that the order will e delivered and they rescheduled many times, it’s very poor customer service and unacceptable. If i can rate you minus ➖, I will.

29-09-2024

Ibrahim   United Arab Emirates

Water

I have ordered 4 days ago only water, and until now didn’t receive anything, I followed up with customer service and they keep promising that the order will e delivered and they rescheduled many times, it’s very poor customer service and unacceptable. If i can rate you minus ➖, I will.

28-09-2024

Lubna   United Arab Emirates

Wrong order delivered

I received some wrong items in my order. I immediately contacted the customer support. After 2 hours of chatting with them the issue was still not resolved. Extremely unprofessional & disappointing!

06-06-2024

Al Lotter   United Arab Emirates

24 Hours Waiting For Food Delivery- no driver assigned

I’m super disappointed and annoyed to say the least. I ordered groceries this morning at 7am, it’s now 11:20pm and still no food, no deliveries, I received a “sorry a driver has not been assigned yet” and a “we’ll refund to eWallet”, basically meaning I’ll have to use the stupid app again to use the money? What a joke!

This is not ok and not what I’d expect from an organization like yours.

We live in an age where there are so many food delivery companies, Smiles wasn’t my only choice, but my first choice. The Smiles Market team should not be working where they are, one big joke!

29-05-2024

Muhammad Zayn Subhan   Pakistan

Charged me the full amount.

Please avoid using this app and instead use Talabat and Deliveroo. They might offer coupons with 50% discounts (capped at 20), but it’s a scam. I ordered items from a store using the coupon, but on the day of delivery, I was charged the original amount. The customer service is terrible, with no option to talk to someone directly; you’ll have to use a slow and unhelpful live chat.

Don’t get scammed by these small companies that offer fake discounts and then charge you the whole amount, they know you can’t do anything after you received the products and they charged you for it.

22-05-2024

Christel   United Arab Emirates

Incompetent customer service

Cancelled my order on 28th Apr due to late delivery (estimated time was 7-8pm). 9pm status was still ready for pick up. Customer service was saying already with the driver but tax invoice was still 0 so decided to cancel. Until now amount is not yet refunded in my account. They informed me twice that it will be refunded within 3-5 working days in my bank account. 3rd time they informed that it’s in my wallet, wallent amount is still 0. Never order from them to avoid this experience.

11-05-2024

Zelda   United Arab Emirates

Charged but not delivered

I had two orders where my bank was charged, but the items were not delivered. The amount on the receipt that I received did not coincide with the amount charged from my bank. Online customer support is of no help. I have sent well over 100 messages which they reply to, but do not solve the problem. Will not advise anybody to use this service.

06-05-2024

Irina   United Arab Emirates

Never order again!

Order systematically coming late for 2hrs

14-03-2024

ANKIT   United Arab Emirates

grocery order

I am extremely disappointed with the service I received from this company. I placed an order and paid for expedited shipping yesterday, but most of items were not delivered on time. I contacted customer service multiple times and was given the runaround. They promised to investigate and get back to me, but I never heard anything. It’s been a day since my items were supposed to arrive, and I still have not received them. I will never use this company again and would not recommend them to anyone

10-01-2024

Sikandar Ameer   Pakistan

Complain About Manager

iam Past Employ Of This Company & i worked in Alqouz Dark Store…
i want To Say ,,, There is One new manager come Satish in Alqouz Dark Store ,,, He is Very Uselss Guy in This Company
Because he D,nt know How To Do Team Work …
He is Pushing To Driver,s For Over Time Without any pay also Every Day Experienced Drivers Left This Compnay Due To This Guy ,,, Please Take Action About This Guy ,,, He is making Very Disappointed To elgrocer Team

10-11-2023

Martin   India

Very poor service

No option to schedule delivery slot

Even the delivery time set be app after purchase is grosslly never met.

27-07-2023

MAK   United Arab Emirates

Non-Delivery

I placed an order yesterday at 19.21 hrs and the amt was deducted from my card at 19.54. The Estimated Delivery showed 60 minutes. I did not get any delivery for 3 hrs and when at around 22 hrs when i contacted them, some one said it is delayed as it is peak time and will be delivered soon. Around 22.30, i contacted again and i was told ” We can’t Deliver your order today” and asked me to reschedule for tmrw. They are so unprofessional and i had to cancel the order. But Money not credited to my card till now. Just an alert for those who are planning to order!

23-06-2023

Fathima   United Arab Emirates

Order was not delivered, even after money was deducted

Did not deliver the order , despite of taking money , very poor customer service

03-04-2023

Fathima   United Arab Emirates

Order was not delivered, even after money was deducted

Did not deliver the order , despite of taking money , very poor customer service

03-04-2023

Fawad Ellahi   United Arab Emirates

Elgroucer very bad service, Not recommended

“I am extremely disappointed with the service I received from this company. I placed an order and paid for expedited shipping, but my items were not delivered on time. I contacted customer service multiple times and was given the runaround. They promised to investigate and get back to me, but I never heard anything. It’s been a 4 days since my items were supposed to arrive, and I still have not received them. I will never use this company again and would not recommend them to anyone.”

30-03-2023

Margret   United Arab Emirates

Most Unprofessional Employees

Had been in contact with the support and procurement/listing team for almost 2 years and yet not listed as a supplier. Unsupportive team that takes 10 months to finalise a 1 day job.

30-03-2023

Irene Guillermo   United Arab Emirates

VERY POOR STANDARD

Reading the past reviews, I can say that I will not recommend this delivery service again! My experience was they hold the amount of my purchase and the other went through. So I was technically charged twice. Customer service was inefficient because it is just an App chat! They wanted me to share to them my bank statement which is a private document! I already informed them the bank references and it should be El Grocer to respond to the bank. On the other side of this site, reading the message of the CEO, sad to say there are other far much better grocery delivery App than this one. I will also write in Smile as this will affect their performance.

11-01-2023

Charmaine Traylor   United Arab Emirates

SCAM

The have taken money out my ewallet, I’ve had to pay online and cash when delivery came, no refunds for items out of stock from store. Waste of time talking to customer service they do nothing

29-12-2022

Banna   United Arab Emirates

Dissatisfied

As you can see in the uploaded screenshot.. they have zero information to give and they are so unprofessional, they keep advertising their ridiculous app just to take your money but with costumer service they are very bad..
I’ll never order from them again for sure

09-12-2022

Ayyothkandy Arshad   United Arab Emirates

ORDER NOT DELIVERED & CANCELLED NO COMMUNICATION

I ordered items and next day not delivered and 3rd day told order cancelled witout any communication . In the order status saying delivered what the hell
Complaint number : 337141
Worst customer care support team & was very rude behaviour like its not our mistake

07-12-2022

Ilham   United Arab Emirates

Best service

They are providing good online delivery services

15-10-2022

Fatima |   Verified   United Arab Emirates

Fantastic

This internet store offers absolutely amazing customer service. I’ve tried it once and was incredibly happy with the results.

26-06-2022

Soumyasabith   India

Very very poor service

Really not recommended,better get a taxi and go shop and buy items, if wish to eat on time.

05-04-2022

Rafida |   Verified   United Arab Emirates

Very fast!

The delivery service provided by this company is very fast. Also, the customer service is very professional and friendly!

27-03-2022

Monroa |   Verified   United Arab Emirates

Perfect!

The service provided by this online store is extremely perfect. I’ve tried it once and I was so satisfied with my experience.

21-03-2022

Faith |   Verified   United Arab Emirates

Satisfying

Two days ago I order groceries online from here the delivery was fast and the prices were also convenient, it was a satisfying experience.

18-03-2022