du Headquarters

One of the worst customer service experiences I’ve ever had – at du’s Sahara Mall branch. On 13 July 2024, I visited the branch at 7:45 PM, expecting to be served since the center was open until 11:00 PM. Instead, I was told that the responsible staff had already left by 8:00 PM. Why wasn’t this communicated earlier? The next day, 14 July, I returned at 11:00 AM. A staff member told me that service staff arrive at 12:00 PM, but when I came back at 12:15 PM, another employee claimed they arrive at 1:00 PM. This kind of mismanagement, poor communication, and complete disregard for customer time is unacceptable. As a long-time du customer, I expected professionalism — not confusion, delays, and conflicting information. Extremely disappointed. I hope this review reaches someone who truly cares about customer service.

This has been the worst customer service experience I’ve ever had. The support agents keep bouncing you between different platforms such as email, WhatsApp, the Du app chat but none of them are helpful or seem to know what they’re doing. I even visited a branch to file a complaint, but the issue still wasn’t resolved. All I want is to activate my Disney+ subscription that is bundled with my contract, but the Du app won’t allow it. The Du app chat is especially frustrating. My chat session always times out if I switch to another app, and I end up losing the agent. I can’t send screenshots either, which they request, because the app doesn’t support it. When redirected to WhatsApp, I’m stuck with a bot that doesn't allow screenshot sharing or connection to a live agent. Overall, this is by far the worst support system I’ve encountered. Very disappointing experience.

I am extremely disappointed with my experience with du and my requested subscription upgrade. On Thursday, 5 June 2025, I agreed with the agent that my installation would take place on Sunday morning, 8 June 2025. However, this process was plagued with errors and a complete disregard for my time and requests. The agent not only got the installation date wrong—scheduling it for Saturday instead of Sunday—but also subscribed me to Amazon Prime without my consent, despite me already having an active subscription. When I tried to call him back to fix this mistake, he abruptly ended the call and never answered again. I called du customer care on Thursday itself to request a correction, but they told me to wait for someone to call me back, which never happened. On Saturday morning, the installation team called me and asked if they could come that same day, Saturday. I refused because the agreement was clearly for Sunday, not Saturday. The installer said he would ask his team to “reschedule,” even though I never requested a reschedule—I only wanted them to honor the original agreement. Throughout Saturday, I received multiple brief calls from du that rang so quickly I couldn’t even answer them. I felt disregarded and had to call customer care myself on Saturday night to explain the entire situation again. During that call, I reminded the agent that my installation was to be confirmed for Sunday morning at 12:00 pm, as per my agreement with the first agent. The agent said only that they would send a message to the concerned team, citing that the system still showed the first agent’s mistake. Again on Sunday, 8 June, at 1:16 pm, I called du for a follow-up, but received no confirmation—only the same vague statement that a message had been sent to the team. By around 3:00 pm, no one had called or shown up. Even after sending a detailed email to du outlining everything, I received no callback. I had to call du again myself, 30 minutes later, only to be told tha...

I recently moved to a new flat and requested the relocation of my home internet service. The technician came over and discovered that the fiber optic cable had been removed, as the previous tenant was using a different provider. Up to this point, everything was fine — the technician escalated the issue to the fiber team, who were supposed to come and restore the connection. It was already around 6 PM, and while I understood it was getting late, I was reassured that the team would come the next day, Saturday, June 14. However, from that evening until 6 PM the next day, I made five follow-up calls. Every time, I was met with the same scripted response: “We’ve sent an email, and we apologize for the inconvenience.” Despite explaining that I urgently needed the internet for my work, no one followed up, no technician arrived, and no proper updates were provided. An apology without action doesn't solve the problem — especially when I'm paying for a service, not receiving it for free. Frankly, this was extremely disappointing. The service was careless, disorganized, and filled with empty promises. I expected better. Without hesitation, I’ll be switching to a different operator.