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Terrible driver names Hassan : FE61YRV - +44 7447 484517 -
Waits around for 10 minutes and drives in circles waiting for you to cancel your trip. Cost me a very big job opportunity.
0 stars Kapten / Free Now -
Terrible is the best way I can put this right now : I’m very dissappointed.
Date of experience: October 19, 2021
Appalling backend systems, ever since it was acquired by Freenow it's impossoble to get any invoices. Each system doesn't talk to the other and you waste time logging in/out of different brands to try and get the receipts. It's caused us an accounting nightmare. Customer service is a joke, three times we've written in and each time the response is more absurd.
Date of experience: November 05, 2020
Six months ago I would have rated this as 5 stars, but since lockdown ended in London, I can't get a car. Multiple times the app tells me there is a car 4 minutes away, so I make sure I'm ready to go and then order a car - it now takes minimum 5 minutes to find a driver (usually longer), and the driver is often 15-20 minutes away. If I don't cancel immediately because I can't wait that long, the driver cancels. This is not a system that works.
I swore I wouldn't return to uber, but I've had to use them a few times recently because I was relying on catching a cab at those times. It's the bus for me now.
Date of experience: June 04, 2021
I can't believe people have had such bad experiences as yesterday I took two Kapten rides in London having signed up with the 50% offer. Both arrived within three minutes. Got in, travelled. Got out - absolutely no problem at all. Will definitely use again when in the capital.
Date of experience: February 10, 2020
I waited in the allocated spot for almost 15 minutes. After calling the diver twice, it transpired that he was in the location from which I’d called the cab.
Despite the all showing differently (which I explained), the driver proceeded to direct me to the car, calling me a ‘silly girl’, and when I thought I was unable to hear, a ‘stupid bit*h’.
I understand that it’s not always possible for technology to work as desired, but that was pretty unexpected.
Oh, and - while I’m not massively worried about Covid myself, the driver wasn’t wearing a mask. If you’re high risk or anxious, not ideal.
Date of experience: August 30, 2020
Stupid driver arrived on the other side of the road across the dlr train tracks and calls saying his here. Contacted the driver multiple of times yet he keeps hanging up without a word nor cancelling it ended up over £7 charge without any service. had to get my Ola out can always trust them and on time. Contacted customer service and it looks like the thick unreliable most shittest customer service runs in the customer service line aswell. Telling me no refund and that he has the right not to cancel. Report them they need to go under investigation.
Date of experience: May 09, 2020
Only used Kapten since August 2019, since then had 2 “failed payments” via ApplePay (never seen this issue from any other merchants). I was asked in February 2020 to pay a fare from September 2019.. Also I’ve had multiple instances of an indication of a driver being a few minutes away, then when you book they are 15+ minutes away - then the onus is on you to cancel quickly to avoid a cancellation charge..
Given these issues, particularly being asked to pay a fare 3+ months later, I’ve deleted the app.
Date of experience: February 16, 2020
Hi there I want just a munching I've took a cab with kapten the driver charge me extra money and when I've looked to the receipt it say is tip which I didn't give it. So be careful make sure when you log off with driver doesn't do any doggy move with the tips charge that will end up paying bill you don't need to.
Date of experience: August 13, 2020
Just awful. Terrible customer service - I used a voucher that appeared to credit my account with a free ride, that only afterwards was told it was invalid after I had ridden. Their app had a 'bug' which meant it showed it as 'valid' but apparently it was invalid. Prepared to take them to small claims court.
Date of experience: March 13, 2020
My first time using Kapten and my last time using this company. I heard from alot of my friends that Kapten isn't that great and based off the reviews I can see why. So, I booked a cab to take me to work and the time the driver was to come to my property was increasing. Next thing you know he cancels and I've been charged so I'm annoyed. When I speak to customer service I am visibly annoyed and the way this melon spoke to me was bad. Also, he either dropped the phone or it was cut!!! I have used uber, bolt etc and Kapten is the worst. I use to work in customer service years ago and you would speak to annoyed customers in a calm way not perpetuate the situation.
Date of experience: July 05, 2021
Terrible customer service no greeting as we got into the car was on his phone. Silence the whole journey then took a wrong turning so had to go back to where we started from. Didn’t offer no help with bags or to open the boot when I got out. Went straight back onto the phone I took my two year old son out of one side and closed the door and went to the other side to get my daughters car seat but as I put my bag down he drove forward with my daughter still in the car had to shout to get his attention and he reversed back was so engrossed in his phone call didn’t even realise.
Date of experience: March 16, 2020
I don’t usually write reviews but I’ve been trying to contact the customer service, I’ve sent them various emails and still had no reply from them. My driver nearly ran me over and was extremely rude during the ride. He was so unprofessional and during the ride he would check his messages on his phone. Honestly, I would avoid a Kapten, and use Bolt or Uber. I’ve deleted the app now and would never recommend them to anyone.
Date of experience: July 30, 2020
Driver charged waiting time after going to the wrong location and was very rude when questioned. Additionally, due to the terrible hygiene of the driver I had to open the windows for the full journey on a very cold day; he stank of body odour and bad breath. He also wanted to drop me off 10 minutes' walk from my destination due to roadworks, even though I had a large suitcase and hand luggage! I had an offer of £15 credit for 3 journeys via, however the Kapten App shows that this expired BEFORE I had signed up to the deal; Kapten blamed my phone stating that it is a bug. STAY CLEAR OF THIS SCAM COMPANY
Date of experience: January 24, 2020
Absolutely RUBBISH customer service, got charged 6minutes minutes waiting time when the car was no where near my pick up, i was waiting outside the entire time!! Complained and a poor excuse of a customer service agent named Diego didnt even bother looking into all the screenshots and evidence I provided, and said ‘it could be a delay on the app’ that MAKES NO SENSE!!! Didn’t bother giving a refund and kept continuously saying ‘after having a look at the situation again o cannot refund you’ how pathetic. Agree with all these 1 star reviews, they are SO accurate. Avoid this crappy company and stick with uber.
Date of experience: February 02, 2020
Normally have no trouble with Kapten but today will be my last time using them they drivers are very rude and aggressive won’t recommend them , they charge waiting time when they drivers don’t know where to get you . Poor service you can’t even talk to anyone when you have problems on the phone . Will never use them again rude and unprofessional
Date of experience: February 05, 2020
Terrible customer service, I cancelled a taxi as my driver was nowhere to be seen. It was freezing cold outside and I had already waited for about 10 minutes. It said he had arrived, but then the clock starts ticking for when they start charging you wait time.
I emailed for a refund and considering they're up against the likes of Uber who have great customer service and are usually very understanding of cancelations, Kapten are rubbish.
Date of experience: March 03, 2020
Need to sort out riders driving away when they've accepted your booking, knowing full well you'll get charged and they get paid if you cancel.
Happened to me a few times. Driver is round the corner but then seemingly drives off miles away, apparently still fulfilling your booking. Think they must be using other driving apps and get a more lucrative booking after they've accepted yours on Kapten. Instead of cancelling, they just carry on their business while your stranded unable to cancel. After about 20 mins kapten eventually assigns you another driver by which point you're too late to make the thing you wanted to get driven to in the first place.
And because the ride never happened, you can't even leave a bad review for that driver that never picked you up.
Kapten, you need to sort this out!
Date of experience: March 04, 2020
Absolutely horrible, I was lured to them due to their welcome offer but service is shocking. Drivers accept then cancel jobs without a reason, made me wait on multiple occasions for up to an hour!!! Trying to follow up with the customer service team and complain had no effect either, I’ve given up and deleted the app and would happily go back to Uber
Date of experience: July 15, 2020
Reply from Kapten
Hello, we are sorry to hear about this incident. Don't hesitate to contact directly our customer service on your App. Have a nice day,
I was going to write a 1 star review based on their customer service but decided to call them once more before this. This time I was lucky and was speaking to Jullien, who even though she could see the whole email trail between myself and the pervious assistant, was so nice and lovely! I told her how shocked I actually was for her understanding and help as this had been the first time I had had someone speak professionally to me. She's the only reason I didn't give it 1 star, so if you need to speak to someone who cares, it will be her!!
Date of experience: March 06, 2020
Absolutely shocking experiences with Kapten, they constantly cancel on you even though they arrive at the destination which makes no sense to me. On top of that this driver - Abdulkadir - 1617090301 - Lx12hnu, looked at me as i came out the door then and cancelled and drove off. Disgusting to be honest, yes it is cheaper but not worth the hassle. They should not allow drivers to see . where the final destination is as they just cancel if it is any longer than 10 minute journey. Their customer service is just as shocking! THEY ALSO CANCEL ON HEAVILY PREGNANT WOMEN WHICH I HAVE WITNESSED WITH MY OWN EYES! Which to me is also disgusting!
Date of experience: February 25, 2020
