Booked a taxi day in advance to make sure it arrived on time, it was an hour late and they are refusing to give us a refund even though we had to book with uber last minute just to get to where we goi... Zobacz więcej
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Zobacz, co mówią recenzenci
Booked in advance, then at midnight we're left in the rain when the driver cancelled the job, the office staff just say book another (and pay again!) Or mysteriously can't find your booking then hang... Zobacz więcej
Absolutely awful. Booked wheelchair accessible cab for me and my luggage, taxi arrived early and refused to wait. Booked return taxi for me and less luggage (I’d eaten the food!) and refused to take... Zobacz więcej
Booked taxi to City Hospital the evening before due to a very early start. Online booking process very easy! (& gives option to pay cash in taxi which I prefer). Taxi arrived bang on time the ne... Zobacz więcej
Informacje dotyczące firmy
Informacje przekazane przez różne źródła zewnętrzne
Nottingham's Leading Taxi Service. Get our app here: http://bit.ly/DGCAPP For Support please visit: http://bit.ly/DGCHelp
Dane kontaktowe
6 Little Tennis Street, NG2 4EL, Nottingham, Zjednoczone Królestwo
- 0115 9500500
- socialfeedback@dgcars.co.uk
- www.dgcars.co.uk
2,1
Słaba
455 recenzji
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Disgusting Behaviour
Booked and paid for a cab online for east Midlands airport to bring us home after a long flight from Cyprus landed at 1am got outside but no DG taxi
Rang the firm but could only get the automated service saying they still haven't located a Driver which is ridiculous as we booked it 2 days in advance
After ringing several times and getting the same response Decided to use the cancel option and get a Uber which duly arrived to get us out of the cold night in minutes, a few days later I drove to thier offices at little tennis st to get my refund but was told I had to email them and explain everything sent the same email 3 days on the row but heard nothing back decided to ring them and see what the delay was surprisingly I was told by the parliament st phone operator that the reason the cab never arrived was because I didn't pay for it argued the toss for a while but couldn't get through to the rude operator that I had proof on my banking app so I rang my bank (Halifax) and they refunded me immediately and said they'll take it from here so all being said the conclusion is I will never use them again and I'd advise others not to. Really disappointing work from the biggest taxi firm in Nottingham a tip to DG get your phone operator some people skills training. HUSSAIN STOP IT
30 października 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Andrew,
We have conducted a thorough investigation on this issue and found that you have booked this cab by yourself, and your pickup was from airport, however all of our airport runs should be prepaid so we can dispatch a driver for you.
For payment we have sent you a payment link on your number and have tried to contact you multiple times but have not received any response from your side.
By the time we were in process to further tried to contact you, you have cancelled your booking by yourself.
We take each complaint as an opportunity to learn lesson and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
This ticket will now close for you, however, please feel free to get back in contact with any more concerns or queries and this will reopen the ticket for you.
We look forward to your service in the future.
Kind regards.
Hussain
Short notice booking
I booked at short the evening before for an early morning journey to the station being let down by another Nottingham taxi company.
They arrived on the time arranged, sending me ab update that they were on their way. Driver was pleasant and helped with my luggage in and out of the boot.
6 listopada 2023
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon
They actually fast and their app it’s…
They actually fast and their app it’s easy to use
31 października 2023
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon
decent
was fairly easy to order, it arrived within 5 minutes and wasn’t over priced. i paid by card which i had to do through a link. i think an app would make it easier but apart from that they’re pretty good
10 października 2023
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon
I had a driver who loves driving
I had a driver who loves driving, had a great , clean car that didn't look like a taxi and you can tell he was passionate about what he was doing.
10 października 2023
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon
Great service as usual!
Great service as usual! Very helpful as I was sending a urine sample to the vet as he's poorly and couldn't leave him, thank you.
6 października 2023
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon
Dreadful service
Ordered a taxi to pick us up on there app for a return flight early morning from East Midlands airport. No taxi there even tho we had already paid. Phoned no drivers available but I booked 2 weeks ago! 40 minutes later we get a cab not a DG car and it didn’t smell good .
We won’t be using them again and we always have used them I’ve deleted the app you expect more . Shameful service.
28 września 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Jacqui,
Thank you for bringing this to our attention. We are sorry about the experience you are reporting. We expect that all drivers maintain their vehicles to a high hygiene standard, ensuring that their cars are cleaned and fresh before each journey and between jobs. We are speaking to the driver about this and will ensure that he is adhering to company hygiene policy and regulations.
Regarding the late arrival, we can see an internal error due to the driver's late arrival. We fully acknowledge our responsibility in this matter and are committed to improving our systems and processes to prevent similar occurrences in the future. We are taking immediate action to enhance our communication methods, ensuring that customers are promptly informed of any potential booking delays or changes.
Once again, we sincerely apologize for the inconvenience caused and appreciate your understanding. Your satisfaction is important to us, and we will use your feedback to improve our service and prevent similar occurrences in the future. Thank you for your understanding and patience. We value your continued support and hope to have the opportunity to serve you better in the future.
Regards,
DG support.
No drivers available
Pre booked taxi for 5am 12 hours before and paid for it. Got confirmation message. Even got a taxi being dispatched message at 4.55am. Then get call at 5am so no drivers available. Very poor service.
25 września 2023
Opinia niezależna
Odpowiedź od DG Cars
Good Morning,
Thank you for reaching out to us with your issue. One of our Core Values as a company is to keep our customers for life. Therefore, we are happy to investigate this and do everything possible to find a resolution.
We apologize for the inconvenience you have experienced with our service. We work towards sending your car on time from the moment we receive your booking. Bookings are sent to the nearest available driver so we can get to you as efficiently as possible.
However, the transport industry has various factors beyond our control, which limit our ability to ensure this 100% of the time. We take every complaint as a learning opportunity to ensure our clients receive excellent service. Rest assured, we will continue to work to provide you with better service going forward and to improve our overall quality.
We have looked into the details and can see that the refund will be processed automatically and should be reflected in your account in the next 3 to 5 business days.
I appreciate your patience in this situation, and please contact us if you have any additional questions.
With regards,
Jamal
Do not use for airport transfers.
I’ve only ever said good things about DG and always use them but I will never do so again after they left us stranded at the airport at 1:30am in the morning. We pre booked 24 hours in advance and expected it to arrive to collect us. We waited 45 minutes and after 6 calls telling us the driver is here, nearly here, not quite here, still on a job, they decided to tell us they’re not coming now. How Nasir gets 5 stars on his reviews for lying to customers I’ll never know. The app even said we had a driver on the way BV65 XAN but the continual lies from both driver and dispatch are appalling. When I called today the operator said another lie ‘we had no cars available’ even though I said I spoke with the driver whom stayed that he was 5 mins away and to wait in the arrivals lounge. Thankfully, UBER came to the rescue. DG, leaving tired passengers stranded is not acceptable.
4 września 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Steven,
We understand the frustration and disappointment that resulted from not being picked up as planned and fully acknowledge our responsibility in this matter and are committed to improving our systems and processes to prevent similar occurrences in the future.
We have discussed it with our department which deals with the airport fleet to ensure that pre-allocated drivers are informed in advance to minimize such occurrences in the future. As mentioned previously, the refund is processed for this journey. We do regret the inconvenience this may have caused to our valuable customer and aim to improve our communication methods, ensuring that customers are promptly informed of any potential delays or changes to their bookings. Our service to you is important to us and we are proud to say that most of our customer are left satisfied with their journey but on this occasion, we apologize sincerely that you have not experienced our usual high level of service.
We take each complaint as an opportunity to learn lessons and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall. This ticket will now close for you. However, please feel free to get back in contact with any more concerns or queries, and this will reopen the ticket for you.
We look forward to your service in the future.
Kind regards,
Jamal
A sham !
A sham !
Messed up my booking this morning ! Sent the driver to the wrong address! Took me a whole 30 minutes to get another driver! Booked my taxi under cash payment although the booking had been made by my company and account details were provided! 😡
16 sierpnia 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Esther,
Thank you for reaching us with your issue. One of our Core Values as a company is to keep our customers for life, therefore we are happy to investigate this and do everything we can to find a resolution.
We have checked the details of your booking ID 20287398 and found it was booked on cash from Arnold And District Victory Club Ltd,
If you are referring to another booking kindly provide us the details and we will assist you accordingly.
Thank you
Regards
Hussain
Absolutely shockingly bad service
Absolutely shockingly bad service - airport car booked and paid for and they don’t turn up - a bunch of crooks - do not ever use them.
30 lipca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Matt,
Thank you for reaching out to us with your inquiry.
After reviewing your case, We would like to sincerely apologize for the inconvenience you experienced with your booking. Your feedback is essential to us, and we appreciate you bringing this matter to our attention.
We deeply regret the miscommunication regarding the appropriate vehicle size for the amount of luggage you had. We have thoroughly reviewed the incident and have already taken steps to provide additional training to our staff to avoid such situations in the future.
I will make sure that you receive a full refund for the taxi fare.
As a gesture of goodwill, we would also like to offer you £15 off your next booking made on the mobile app.
We take each complaint as an opportunity to learn lessons and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
Kind regards
Anton
Taxi to airport didnt turn up.
Booked a car for 5.30 pick up to take my niece to the airport. Didnt turn up and DG cancelled st 5.46. Niece almost missed her flight. Apalling service. Do not use.
19 lipca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear David,
Thank you for reaching us with your complaint. Our service to you, is important to us and we are proud to say that most of our customer are left satisfied with their journey but on this occasion, we apologise sincerely that you have not experienced our usual high level of service.
However, we would like to inform you that you have booked a prepaid airport run and have not paid for your journey. Also for the payment confirmation we have tried to contact you 4 times at 05:42 on 19/07/2023 but did not get any response from your side.
Due to this reason your journey was cancelled. We request you in future if you book any airport run so prepay for your journey before the booking date so you will not face such hassle.
This ticket will now close for you, however, please feel free to get back in contact with any more concerns or queries and this will reopen the ticket for you.
Many Thanks,
Kind regards
DG Support
Always early or too late
Booked taxi for certain time plenty of times before, they always turn up 15/20 early! Making you rush about. Then the drivers always give you attitude! The cab company is ok but some drivers that work for dg cars need sacking.
18 lipca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Jack,
We apologies for the inconvenience you may have experienced in the past. As an established company we always strive to provide best service to our customers. We came across your feedback and find an opportunity to help you. Unfortunately, due to insufficient information we are not able to locate your booking.
I will now close this ticket for you but if you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We appreciate your understanding and look forward to serving you better in the future.
Best regards,
DG Support.
Return trip mayhem - perhaps a hidden agenda!!
Only booked with DG after I did a quick cost comparison for leaving my car at the Airport, and yes you guessed it, marginally cheaper and a lot less hassle - or so I naively dreamt.
Outward trip great, but in common with other reviews, I arrived back at East Midlands this afternoon having booked a car on a 'pay in car' basis, only to find that 'we sent you a link to pre-pay'. However, I was advised that 'a driver is on the way' so sat back and waited for 25mins. I then got an infuriating automated call which announced that 'we are unable to locate a driver, so would you like to cancel?' - too right I would!
However, my only recourse was to take a ride with Arrow Cars at an inflated price, and guess who owns Arrow Cars - DG! Perhaps this is their way of forcing a return trip at a cost which improves their margins dramatically. Won't be doing this again as it soured our return home; it will no doubt generate a wordy apology and justification quoting the fact that I had not included a flight number, but had I been offered that facility at booking, I would gladly have done so. As this appears to be a recurring theme, I will be advising my work colleagues and friends to stay well clear!!!
Martin Devonshire
17 lipca 2023
Opinia niezależna
Odpowiedź od DG Cars
Good afternoon Mr Devonshire
Thank you for reaching out, we're sorry to hear of the issues you faced
Upon investigation into the matter we can see that there was a number of areas we could certainly improve on, and processes that should have been followed
Firstly, our team should have contacted you ahead of time, and certainly before your original outbound journey, should prepayment have been required on either of your journeys
Our updated policy does state that all airport transfers should be prepaid, however the DG APP allowed you to make this as a cash booking, as we did not make a reasonable time frame to establish contact, we should have sent this booking out, due to our lack of action at the time
We do request Flight numbers upon booking, however again, as this was not actioned in an appropriate time frame, this booking should have been sent in good faith, and should the team not have been able to establish a logical landing time, based on flights coming in around your booking time, then the book time should have been used as your pickup time, and after standard paid waiting time, additional charges could have been requested
Regarding your query regarding Arrow Cars, yes, we do own Arrow Cars, and have a desk at EMA arrivals, however, as you had prebooked a DG Car, which we had cancelled, the correct process should have been to rebook you as your original request, and honour the original price, and we're sorry this was not the case
If you would accept this, we'd be more than happy to a £15 promotion code for use with the DG APP on a future journey, as a gesture of apology and goodwill
We shall be discussing this with any team involved in the decisions on the day, to ensure safeguards are in place to prevent such a issue from occurring in future, and we would again like to apologize for the circumstances that led to your complaint, we assure you we have no intention of causing such
We hope to hear from you again soon so we can resolve this for you in a timely manner
Best regards
DG Support
Charged for a trip I did not take.
Ordered a DG car through Uber App. Driver turned up so I went outside to ask him to wait while I gathered my belongings. When I returned a few moment later he had gone and I received a bill for £30. I contacted DG cars and showed them proof that the taxi only did a 1 minute journey then charged me even though I wasn’t in the car. They have agreed to refund me but nearly three weeks later I’m still waiting for a refund for a trip I did not take. Terrible customer service.
29 czerwca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Jennie,
Thank you for bringing this to our attention.
You should have received your refund now and we apologise again for any inconvenience caused.
Kind regards,
DG Support
Driver was on time and paying on the…
Driver was on time and paying on the app was easy, however I felt unsafe on my journey. Driver approached roundabout in the oncoming traffic lane (it was 3am but still shouldn’t be surprised about a roundabout especially in the local area). The driver seemed either over tired or unsure of the roads. Wouldn’t recommend nor go with them again.
10 lipca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Millie,
Thank you for reaching us with your complaint. Our service to you, is important to us and we are proud to say that most of our customer are left satisfied with their journey but on this occasion, we apologise sincerely that you have not experienced our usual high level of service.
We can assure you that we take this complaint very seriously. It will be forwarded on to management who will discuss it with the driver.
Action that we will take in relation to your complaint:
We will speak to the driver in question and offer further training to make sure that this sort of thing does not happen again
The complaint will be recorded against the driver. It will go against him if any other similar complaints arise.
We will make sure that this driver is not paired with any of your future bookings.
We strive on customer satisfaction and making sure customer feel safe and securing during each journey, is one of our top priorities.
We take each complaint as an opportunity to learn lesson and improve to ensure that our customers are happy with the service. Rest assured, we will continually work to give you a better service in the future and to improve our quality overall.
Kind regards
Hussain
This company fobs u off telling u a…
This company fobs u off telling u a driver is on way then when the driver turns up he takes someone else then they say another driver is on way 5 mins half hour later they haven't got a driver so got a different company and they was there in 5 mins do not use dg taxis they are very unprofessional and no care for there customers DO NOT USE THEM very disappointing to say they are a big company me and my family will not use this company ever again and I suggest u don't if u need to be somewhere
2 lipca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Peter,
As per the email we sent you,
We apologies for the delay in your cab service and do understand how frustrating it can be when you’re relying on a timely pickup, and we deeply regret any inconvenience this may have caused you.
At DG, we strive to provide punctual and reliable transportation services, and we take any deviations from our high standards very seriously. We have reviewed your feedback and have found an opportunity to assist you with your experience. Therefore, to rectify the problem, could you provide us with the details of the journey.
Date and time.
Pickup and drop-off location.
Name and contact number on the booking.
Your satisfaction is of utmost importance to us, and we will do everything we can to regain your trust.
We'll be waiting for your response.
Regards,
DG support.
Airport no show
I was left stranded at the airport in the early hours of the morning having had my pre booked taxi cancelled without any knowledge. They insisted it was because it wasn't prepaid, but gave me no opportunity to pre pay. They made one attempt to contact me at the exact moment I landed, when my phone had not reconnected following my flight. They then made no further attempts to contact me, or tell me what had happened. I only found out when I called to understand where my taxi was, and the phone operator was incredibly rude and showed no evidence of concern or understanding of basic customer service. Their complaints department aren't much better. They seem intent on blaming me as the customer rather than recognising their own failings. I will not be using them again.
12 czerwca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Jonathan,
We do understand your concern and we fully acknowledge our responsibility in this matter and are committed to improving our systems and processes to prevent similar occurrences in the future. We are taking immediate action to enhance our communication methods, ensuring that customers are informed of any changes to their bookings or if anything is require regarding the booking.
This might be not the outcome you were expecting but we regret to inform you that we are unable to reimburse the cost of the completed journey. Once again, we sincerely apologize for the inconvenience caused and appreciate your understanding. Your satisfaction is important to us, and we will use your feedback to improve our service and prevent similar occurrences in the future.
Thank you for your understanding and patience. We value your continued support and hope to have the opportunity to serve you better in the future.
Regards,
DG support.
…western cars are the best
I use western cars all the time because they are so efficient
19 czerwca 2023
Opinia niezależna
Odpowiedź od DG Cars
Thanks for the great feedback, and we hope to see you again soon
I paid £5 for rapid drop off at East…
I paid £5 for rapid drop off at East Midlands Airport and on paying at the exit and moving forward a DG Taxi drove right up behind me and exited with me. Not paying.
DG charge their customers for this service and they don't pay the fee. I have reported the driver and will be taking it further.
11 czerwca 2023
Opinia niezależna
Odpowiedź od DG Cars
Dear Susan,
We have spoken to the driver who has stated that the airport security cameras and barriers recognizes his licence plate as one that does not need to pay for car parking on exiting.
Kind regards
Anton
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