Smiles Reviews 

Extremely disappointed with the recent drop in service and customer support. I ordered premium "Eat Me" brand avocados (paid 22.50 AED for 2 packs), but the store delivered a cheap, unripened, below-average house brand instead.
When I reported this blatant bait-and-switch, I was put into an endless customer support loop. It has been over 18 hours, and I am currently talking to my 4th support agent. They have wasted over 2 hours of my time on chat with zero resolution, seemingly just delaying to avoid offering a refund. This is highly manipulative and deceptive behavior. Fix your customer support and deliver what people actually pay for.

Extremely poor and unacceptable experience with Smiles food delivery.

I paid for my order and never received it, yet the app falsely marked it as “Delivered.” This is completely misleading and frustrating. I tried contacting the delivery driver multiple times with no response. Even customer support attempted to reach him while I was on the line, and he still did not answer.

So basically, the order was marked delivered without any proof, the driver was unreachable, and I was left with no food after payment.

This level of service is not acceptable. A delivery platform must ensure accountability, proper delivery confirmation, and real customer support. Right now, this experience feels careless and unreliable.

I strongly urge better control over drivers and a proper resolution system for cases like this.

My experience with the Smiles UAE / Smiles Market application has been, without exaggeration, the worst customer service and grocery delivery experience I have encountered in the UAE.

This review is based on repeated incidents over time, not a single isolated case. Unfortunately, almost every order I placed through the application included unavailable items that were shown as available on the app, delayed deliveries, poor communication, and extremely unprofessional customer support interactions.

The latest incident took place when I placed an order at 11:50 AM through Smiles Market. The application provided a delivery window between 3:00 PM and 6:00 PM. At 2:20 PM, I contacted customer support simply to understand the expected delivery time.

The support agent, Ahmed Alkady, demonstrated extremely poor customer service standards from the beginning of the conversation. There was no empathy, no ownership, and no attempt to assist professionally. Instead of helping, he repeatedly asked whether I wanted to cancel the order within the first few minutes of the conversation.

When I requested escalation to a manager, I was informed that a manager would contact me within “30 minutes to 1 hour and 20 minutes maximum.” Due to the lack of confidence in the information being provided, I requested to remain connected on the chat until escalation was completed. I also requested two formal complaints to be raised:
1. Failure to provide accurate delivery timing.
2. Complaint against the customer service representative.

The interaction then became increasingly unprofessional, including rude communication style and inappropriate use of exclamation marks during the conversation.

After waiting for more than one hour without receiving any callback, I was transferred to another agent named Ahmed A. He informed me that the actual SOP/SLA for manager callbacks is 24 hours, directly contradicting the information provided by the previous representative. When questioned regarding this contradiction, he admitted that the first agent was “confused” despite supposedly being aware of the correct procedures.

I eventually received my order at 5:46 PM after spending hours following up with customer support. What is even more concerning is that this review is being written more than 60 hours after the incident, and no manager has contacted me despite repeated escalation requests and promises made by the support team.

As someone with more than 12 years of professional experience in customer support, learning and development, operational excellence, and service quality, I can confidently say this is among the weakest customer service operations I have ever encountered globally.

The issues appear systemic rather than individual:
• Lack of accountability and ownership.
• Failure to follow basic customer service principles.
• Inconsistent and misleading information provided to customers.
• Absence of proper escalation management.
• Long unattended chats without apology or acknowledgment.
• Poor communication etiquette.
• No visible quality assurance standards.
• No indication of effective supervision, training, or operational governance.

The overall experience reflects serious operational and customer service deficiencies that require immediate review and corrective action.

I strongly hope the management team and relevant UAE consumer protection authorities take these concerns seriously to ensure customers receive the level of professionalism, transparency, and respect expected from a major UAE service platform.

My experience with Smiles UAE has been extremely disappointing. They do not provide any proper customer support, no local phone number, no email, and no office in the UAE. Their chat support and follow-up calls are routed to a call center in Egypt, which has no accountability and does not resolve customer issues.

The most concerning part is that services are only provided via advance payment through debit or credit card. There is no cash on delivery, and payments are taken without any guarantee that the service will be delivered or completed. Customers have no option to reach out, and there is no refund policy, KPI, or SLA. This is outright cheating, and paying customers end up losing their hard-earned money.

Such practices are unacceptable anywhere in the world, and authorities should definitely take action. There is zero customer protection, and the company shows complete disregard for consumer rights.

Avoid this service unless you want to risk losing your money.

This was one of the worst customer service experiences I’ve had.
I ordered food from One Ole Burrito via Smiles. The restaurant confirmed the food was prepared and left sitting for over 45 minutes because no driver was assigned. I contacted Smiles immediately and clearly requested cancellation and a full refund before the food was picked up, as I did not want stale food.
Despite repeatedly acknowledging this and explicitly promising to cancel and refund the order, the agent failed to do so. Instead, I was kept waiting in chat for over 30 minutes, repeatedly put on hold, given vague answers, and offered meaningless vouchers rather than the refund that was promised.
To make things worse:
The order was delivered after cancellation was requested
The food arrived cold
The drink was wrong
I was then told a full refund was no longer possible because the food was “delivered” — despite Smiles’ own failure to cancel it on time
The agent contradicted themselves multiple times, avoided direct questions, and kept deflecting responsibility. What should have been a simple cancellation turned into a frustrating, time-wasting ordeal while I was left hungry and repeatedly misled.
This issue was entirely due to Smiles’ logistics and customer service failures, yet I was penalized for them. Offering coupons instead of honoring a promised refund is unacceptable.
Extremely disappointing experience. I’ve escalated the complaint and will think twice before using Smiles again.

Absolutely unacceptable hygiene practices.

I booked a home cleaning service through the Smiles app. During the service, the cleaning staff removed a used perfume from inside the toilet bowl and then placed it back into a bathroom organizer together with toothbrushes, as shown in the attached photo.

Unfortunately, we noticed this only after about 24 hours, during which time my family and my children had already used these toothbrushes, not knowing they had been stored next to an item that had been inside the toilet bowl.

This is a serious hygiene violation and a potential health risk, especially for families with children.

I am extremely disappointed and have also attempted to file a complaint with the municipality. I strongly advise others to avoid this service.