Al Futtaim Group
reviews and complaints

Dear Toyota Al Futtaim Team,

I’m an owner of a Toyota Landcruiser, 2019 model, plate M-42210 (Dubai Plate), and I’m a regular client of Toyota service centre in Abu Dhabi – Airport Road branch.

I would like to file a complaint regarding Toyota Abu Dhabi Airport Road service centre, due to the reasons listed below:

1. The last time I booked a service appointment for my car (100,000km service) at Toyota Abu Dhabi - airport Road, I have highlighted that the air heater was not working and requested the agency to fix it.

2. Agency informed me that some parts were required for the repair and these would need to be ordered. I agreed and paid for the parts in advance and awaited the parts to arrive.

3. After an awaiting period, the agency informed me the parts have arrived and requested me to drop the vehicle for repair. The time of repair was estimated at 4h maximum 5h, hence I have handed the car on 14-APR 8.30am, Friday, and expected the car to be returned the same day during afternoon.

4. On the next day, SAT, 15-APR, agency informed me the repair was not ready on Friday and the car would be delivered on SUN, 16-APR only.

5. I went to agency on SUN, 16-APR to collect the car, when I was informed that the repair was not done because the heater issue was related to an engine modification (supercharger installed) on my car. I complained that the information that the repair cannot be done should have been provided to me from the start, instead of making the client ordering parts that are not required to fix the issue – this shows the agency technicians do not know the car properly.

6. After more than one hour waiting for the car to be handed, I was informed that the car was showing many engine warning lights when turning on the engine.

a. I have explained that the car was working fine when was handed for service – not only the agency did not fix the air heater problem, but agency technicians managed to damage what was not broken.

b. Agency requested the car to remain again on the workshop to check the engine lights warning

c. I requested a replacement car, explaining that I need my car to reach my work in Dubai every day, and this new issue was caused by the agency technicians, hence it would be the minimum courtesy to a client

d. After another hour awaiting, the agency told me they could not provide any replacement car because it’s Sunday and the manager doesn’t work Sunday, hence nobody can take responsibility for assigning a client with a replacement car – this was very disappointing, and shows complete lack of accountability and decision making empowering of Toyota employees.

7. The agency returned the car on Tuesday (COB), forcing me to pay for 2 days rent-a-car. However, my ordeal with Toyota agency did not end here:

a. The car was returned with oil stains on the driver’s carpet – this is the 2nd time that have happened – I complained to Mr. Matin about it the first time, during the previous service, but it seems that Toyota technical team don’t give any following to customer’s complaints

b. The car was returned with my garage access card broken in pieces! This is unbelievable, why did Toyota team had to remove my personal cards from inside the ashtray compartment where I keep them? And how come they not only removed my items, but also broken them? How careless they had to be..? I have complained to Mr. Matin, and even sent him a photo of the broken access card.

c. Mr. Matin informed me that there was a charge to be paid for the engine warning lights repairs (which were caused by Toyota) and this charge was loaded in the system, for me to pay during the next service.

d. Cherry on top of the incompetence cake – the car was returned with switched electrical connections, where now each time I open the driver’s door I get a continuous beeping sound. This sound was previously coming only when the engine was switched off with the headlights on – this used to be a very useful warning sound, that Toyota technicians replaced with a very annoying and useless warning sound for the door opening – why do I need to be warned that my door is open!? – Again this is proof of the agency’s technical team’s incompetence and ignorance about the car.

Hoping my complain will prevent other Toyota clients to go through the same ordeals,

Best Regards, Hugo

Dear team, This email regarding to order I placed on 24th Jan 2023 with majdoleen staff her mobile no. +[protected] and her staff prijit [protected]. They advise car will be here within 2 months. We place a order for Toyota corolla Cross. We have invoice for Booking.

After multiple follow up, Mr. Prijit never answer call and reply on WhatsApp then Manager Majdoleen she ignored me from 18th March.

Today I called again with no response but revert on WhatsApp by saying that we don't accept booking via online you have to visit to Al futtaim after 3 months she is advising me to do booking again.

I have to rent a car from family friends to adjust until I don't get a car from al futtaim. I have a family history purchasing car approx. 100 cars for companies and family. My family purchased personal car by cash accept 2 cars by bank loan one already settled.

This is my first time bad experience with Al futtaim that car not available though no covid time. Other friends for this car.

I bought a new Toyota Rush, plate Dubai X60817 on1st April. Within 1 week, by 7th April, Android auto stopped connecting and next day the USB port stopped functioning. The car was taken to the srrvice center at Sheikh Zayed road on12th March. I wad told that there is some fault with the pioneer audio system ahrdware and it will be reolaced within 3 working days. Today, on saturday 15th April, suddenly I am told that the hardware is functioning fine and that the problem is with USB port. No clear timeline on when the car would be given back. I am not only apalled at the quality of the product delivered but also at the quality of service offered where no urgency is shown. This is callousness at its best.

Hi,

I would like to make a complaint as I am a very upset customer. In August 2022, I purchased a car on finance from your branch in DIP, Dubai. A few months later, we discovered there were issues with the coolant, it kept leaking. This was an issue that raised soon after you sold us the car - it was clearly faulty once given to us. In addition to this, the air conditioning had to be replaced too. This was all a few months after you sold us the car.

Now, we are faced with the issue that the radiator needs to be replaced. The car has gone over the miles in order to be covered by the warranty and they are providing us with a huge bill to replace the radiator parts. IN ADDITION to this, they haven't got all the parts available.

I am extremely angry and disappointed, we have taken two cars on finance with your company and are loyal customers. This radiator issue has come to light due to the fact that the coolant was faulty, which was clearly the case when you sold us the car.

I am requesting that these issue are fixed under warranty as it is extremely unfair to make me pay for issues that are not my fault.

This is the 4th time within 1 year (received vehicle [protected]) pre-owned car, there is issue with the car Renault Symbol - 2017 ...I have not driven it peacfully for at least 1 month...some issue or ther comes up after paying 30k. all the time i had to pay for the service, now also radiator issue , i have to pay for it..why...

Article 12 of the UAE Consumer Protection Law:

“In the event that a malfunction is found in the product or service, the supplier shall repair or replace the same, return the product and refund its price, or reperform the service without charge, in accordance with what is specified by the implementing regulation of this law."

If the malfunction of the product relapses three times within one year of the sale, then the seller needs to replace the product or refund the sale amount to the consumer.

Article 13 of the UAE Consumer Protection Law:

“If the malfunction in the product is repeated three (3) times during the first year from the date on which the consumer receives it in a way that substantially affects the quality of the functional performance of the product, the supplier shall replace it at no cost with a new one of the same type and specifications, or recover it and refund its value to the consumer, and that according to what is specified by the Implementing Regulation of this Law.”

You can claim compensation in accordance with Article 24 (1) of the UAE Consumer Protection Law:

“The Consumer shall have the right to claim compensation for personal or material damages sustained by him as a result of using the product or service, in accordance with the legislation in force in the State, and any agreement to the contrary shall be null and void.”

Article 28 to Article 32 of the UAE Consumer Protection Law mentions the penalties and terms of imprisonment for various breaches by the seller or supplier or a service provider in the UAE.

I purchased a Toyota Supra car from your Sheikh Zayed road showroom in Dec 2022. On the day of delivery, while driving I noticed a noise inside the car. On contacting the delivery team, they asked that I should give the car back to them to investigate. I accordingly left the car for a week with Toyota. They then advised the issue was with an amplifier that needed to be replaced. They informed me that the delivery of the part would take approximately 25-30days.

It has now been 3 months, and after repeated calls to the service station and anyone who will take my call in Al Futtaim, my car is still not attended to.

I even tried to get some leverage with the Spare parts manager, to no avail.

I have been a dedicated customer of Al Futtaim over the years, and have purchased my Landcruiser, Lexus & Honda Odyssey from them.

In all these years, I have never felt so unvalued as a customer from AL Futtaim as I have felt over these last 3 months.

I bought a used Audi at Al-Futtaim Automall end of December 2022. Within 2 weeks I started noticing a loud, constant noise when accelerating, and a few other minor issues started appearing after this such as the windows not working properly (window opening half way whenever I leave/lock the car), the radio getting stuck and the battery light going on + battery making a noise when starting the car.

I of course started calling the service center immediately and had to go through a whole ordeal for about 1 month until they finally took my car in for inspection. I had to go back and forth a few times, they did a couple of test drives, and then they inspected the car. Keep in mind that at this point, I've had the car for less than 2 months.

Now, Audi/the service center have had the car for 2 weeks, and they have now said that they need another month or so as they need to order a spare part from outside the country.

It is absolutely unacceptable that I have been sold a car that has these issues - and that require a spare part change. The car should had been inspected and fixed before being sold to a customer. I should not be without my car less than a couple of months after buying it.

In addition, I'm solely dealing with a guy in the service center who calls me and WhatsApps me. I have asked for an official communications channel (would expect at least emails) and to be connected with someone higher up to escalate my complaint. I am constantly being told that there is no complaints department or manager in after-sales that I can deal with (bizarre for an autodealer) and I'm stuck just talking to a customer service guy in the service center.

Extremely bad experience (and worrying) and would never purchase a car from Al-Futtaim again. Wouldn't recommend them to anyone I know.

I have purchased a brand new Land cruiser 2021 Exclusive edition model. Once it reach, 1 year, started complain in Main screen display for Map and Music system and Both tablets which are coming in center seat area.

I have complained in service center umm al quwain and informed to managers also but no action until today.

Palest consider this request with priority and positive basis and do the needful aa soon as possible.

Name: Sameer Abdurahiman mariyam

Mobile number : [protected]

Land Cruiser: UAQ A 66883

Complaint: Music system and tablets issue

On 12.02.2023, I went to Al Futtaim Automall Mussafah and paid deposit of AED 1000 by debit card for Toyota Rush model 2022, and next day I decided to cancel it for personal reason, however the sales person informed that it is nonrefundable and in their FAQ says it is fully refundable and I did not even see the car physically neither do the test drive to check the car condition. I am so disappointed and requested to have my money fully refunded.

On 20 Jan2023 i did purchase order # [protected] using my credit card.

The order has been received with 4 items 8n very bad conditions (ice cream totally melt and squeezed).

I've requested customer service center to replace or return these items. The replacement items were in the same poor conditions. Accordingly I've returned the items back to the retail shop.

Since Jan 20th till today Feb 13th, yet I didn't receive credit note or get the paid amount back to me bank account despite the daily follow up with customer service center

I had taken my RAV4 2016 to Sheikh Zayed Road Service center around 10 March 2022. I was not contacted before arriving for the scheduled pickup to be told that they had had an accident with my car during a test drive. Following the formalities, I was told that the car would be repaired, and it took a few days to arrange a courtesy car. I had asked to deliver to my place of work, and told that I had to get to SZR in person to pay AED2000 deposit for the car.

At collection of my RAV4 on 4 April 2022, I immediately noticed poor workmanship. Skew parts and paint already flaking off. I kept the courtesy car, they took the RAV back in for repairs. At recollection of my RAV4 around April 7th 2022, some of the same issues were present and another complaint was made. At this point I needed my car for travel and it was agreed that I would return to repair after EID break. Due to work commitments, I was afforded the time to drop the car off, and only returned to SZR service center in October 2022 for a service.

After arriving home from the service center and returning to my car, there was a strong smell of petrol, and I noticed a significant leak in front of the driver side rear tire. When the fuel filter was replaced in the service, they had not tightened the anything properly, which allowed the leak. I have received multiple promises that they would rectify the accident damage, however this week as I have been trying to arrange to deliver my car and receive a courtesy car, none of the management or staff I had been dealing with are responding to my messages or calls. I am considering going legal, but want to see if this has any result first

Dear Sir,

On 10th January 2023 I had given my Toyota Prado car for service in Al Futtaim Toyota Al Badia Service center, Dubai.
While I was collecting the vehicle after service, I found a crack on the front windshield glass.
Immediately I called the service adviser and showed the crack,
He checked the photos of the car, which he took in the morning before giving the service.
But we have not found any crack in the photos.
After that, they said they will check the CCTV footage and inform me about the case.
No one called me for 1 week time and I went there to check.
I met the manager and he told me that the crack was there before I gave the car for service.
Then I request for the CCTV footage but unfortunately they are not showing any proof.
After that I had given a complaint in 800toyota on Jan 18th and they provide the case number and they said they will call me within 2 working days.
It's almost 12 days now and no one called me.
Am 100% sure that it is happened inside the service center. But they are not accepting and not showing any proof.
Attaching pictures for your reference

Have had a very bad last 6 months with Al Futtaim automotive. Have a Dodge Durango since 2018 all serviced and maintained through Al Futtaim Service center. At 130k km, car started to show issues but service center didnt mention anything. I further drove the car but issues started increasing like vibrations, sounds coming on car turns etc. I took the car bk for them to run a diagnostic irrespective of the cost. When they ran the diagnostic, opened the car up, the told me that the spark plugs hadnt been changed by the service center on 100k kms. They forgot to do it, the engine mounts were finished and hundreds of othr issues totalling to a quote of AED 21,000. This made me loose my mind. What they did for me is to tell me the critical issues urgently requiring a fix and gave me a discount on it. Is this sufficient. What about all the other issues created as a result of the faulty services performed earlier. What abt the damage it would have caused to my car. What about the other issues that require fix that is for a cost of 16k to 17k AED which still require a fix. Who will bear that cost.

Secondly, a couple of weeks back, i bought an Infiniti QX 50 from Abu Dhabi Automall. They told me that the car had a small accident on the bumper and as per the pic on the MOI accident it was really minor. I bought the car however yesterday while getting the car tinted, the person asked me if the car is repainted. I confidently replied NO but he told me it is. To check this, i took the car to Infiniti showroom who confirmed that the entire backside including back doors, fenders, trunk and bumper are repainted. After absorbing the shock, i took the car to the automall where they told me that they never said the car is not repainted.

I am raising both my complaints here hoping that my grievances will be resolved and i will be duly compensated for the loss i have borne in both cases. If this complaint is not resolved, well then it is a lesson for the readers not to buy from automall ever and donot trust what they are saying.

My car was serviced in 1st oct 2022 for 34000km

After that I haven’t received any message about service. And now its 53000km

Whenever car goes in for service some issue occurs when it returns. One issue is still there since I have purchased the car. And everytime service centre tells me it has been resolved and it still hasn’t.

Land Cruiser 2022

The complaint is against Al Futtaim Ajman branch. We ordered Yaris car in September 2022. The agent said it will be delivered within 1 month 20 days but now it's almost been 4 months but no serious action had been taken. Although tried and contacted so much to have car but dates are just been given and nothing happened till now

We need our car as soon as possible as per commitment done

I Orderd Dryer machine from Carrefour oline

They called me from Al Futtaim where house to confirm the delivery will be on Saturday 31st Dec 22

And they sent the below message on Saturday

Al-Futtaim: Dear Sir / Madam, your order (Ref:[protected]) is planned for today, our crew will call you 1 hour prior to reaching your place, any queries Contact us: [protected].

I was waiting all the day and calling them no unsure..

I called them again on Monday 2nd Jan

They unsure the call and I told them the delivery scheduled Saturday 31st Dec 22. And still i didn't receive the item

He asked about my location and i told him Abu Dhabi

He said sorry we are from Dubai

However the Carrefour application was set as Abu Dhabi area and in the location during the order it was also Abu Dhabi

Still i don't know where is myborder

I Orderd Dryer machine from Carrefour oline
They called me from Al Futtaim where house to confirm the delivery will be on Saturday 31st Dec 22
And they sent the below message on Saturday
Al-Futtaim: Dear Sir / Madam, your order (Ref:[protected]) is planned for today, our crew will call you 1 hour prior to reaching your place, any queries Contact us: [protected].
I was waiting all the day and calling them no unsure..
I called them again on Monday 2nd Jan
They unsure the call and I told them the delivery scheduled Saturday 31st Dec 22. And still I didn't receive the item
He asked about my location and I told him Abu Dhabi
He said sorry we are from Dubai
However the Carrefour application was set as Abu Dhabi area and in the location during the order it was also Abu Dhabi
Still I don't know where is my order
Aaesha Almansoori
[protected]

Imad Daas [protected]

I have purchased 9 household products from ikea delivery was supposed to be on 6 December between 10 morning and 12 noon. To my surprise at 12.30 no delivery was made then I called complaint center to explain I had my work to attend and I cannot wait whole day waiting, to my horrifying surprise I was told that delivery will not be done in one time but in 5 deliveries! Then started the suffering of following the several deliveries! 8 complaints were raised in order to speed up delivery process! Around 4 noon a lady called me from carrefour and said she will assist me solving issue and she promised to call me back after liaising with delivery center She never called back and I was waiting till 21hr the Fridge failed to be delivered as conveyed! I then went back home after spending the whole day waiting for carrefour deliveries which in any other respectable and well managed shop would have taken one hour maximum!

I do not live in This Flat it is for investment purposes that is why its a terrible thing to spend whole day waiting for deliveries and then obliged to go back the second day and wait again because nobody is responsible enough to find a simple solution! I have many other appartments which requires households equipments but after this horrific experience I have had with Carrefour I will never purchase any household item again from carrefour. I hope that you will remediate to this negligence and irresponsibility on the part of your managers who have allowed such a mess to occur in the name of Al Fattaim who is well known for his excellence and top class services.

Nov 6, 2022

The much awaited day after getting my UAE license.

Booking my own, The Toyota Prado 2023!

It took 30 min drive to reach at Toyota al Futtaim Mussafah from Yas Island, With my wife and my daughter. We reached there around 3.30 PM and I saw my dream car. the showroom was very organised, and its huge. I was very happy!

Unfortunately tr is only one staff on the ground floor to assist the customers because of Sunday, at that moment we reached he was not tr but he went to the wash room. and he came back after 2 min.

And it starts, he completely ignore me when I wish him.

So I went directly to the cars to check and explain everything to my family. after that we waited for some response from him. may be after 10 mints we went to the 1st floor to check if there is some one to help me out. and I find one guy who said he is handling the B2B section not the personal cars and asked me to go to the ground floor. So we went back to the ground floor again and check some other random cars to time pass.

Again waited for 5 mints, But no response.

The sales executive was really busy with some other person, Looks like some known person. so that he can completely ignore 3 other group of customers.

Since I don't have enough time. I went to him to check if tr is any other executive to help me out (I have asked very politely). But the answer which I got from the executive was

Futtaim Executive : "I am the only one executive here today, you can come in the morning if you want"

Me : You could have mention this when I reached here.

Futtaim Executive : You didn't asked me.

Me : Brother, I am the customer here.

Futtaim Executive : Then you should wait for 10 mints, or come in the morning

Me : Alright.

So I left from the showroom and saw Mitsubishi next door, and we went tr. They were very welcoming and the service is also very nice. Even with limited employee.

Also I have seen the other 2 group of customers and when I checked with them, Even they are saying the Futtain sales executive got some attitude issues.

Later I left Mitsubishi after checking Pajero, Because my dream car is Toyota Prado not Mitsubishi Pajero.

We dont expect this from you Futtaim, The experiance was really bad.

We dont need to respect us, atleast dont ignore.

BECAUSE IT'S A DREAM - Please make it happen

- A genuine customer

Shahid Muhammed

October 28th at 930am. I made an appointment to have a basic service for 50000k. As I proceeded to go through the necessary steps to have it done, I was told it would take 4 hours to have it completed. This is highly absurd! I told the agent I needed my car for school pickup and two hours for this service should be adequate. The agent said we can do it in two hours without cleaning your car. I took my car and left. The amount that has to be paid for services is ridiculous. And fricking 4 hours for this is not appropriate when the customer relies on one car. Something should be done about this and not to book appointments every 10 minutes because you are money hungry!