Their complaint department is horrible
DiDi essentially ignores complaints from customers about very bad drivers. For example, it’s been in the news that a lady reported to DiDi that their driver took her to a strange place outside of the city and then followed her around even after she got out. DiDi ignore that complaint, and the same driver raped and killed another passenger shortly thereafter. In the US, a complaint would be sued for criminal negligence, but DiDi just makes excuses and lies there way out of these situations without actually solving the problems. You’d think that after their drivers raping and killing customers, they’d take customer complaints seriously, but they still don’t. On May24th, 2020 one of their drivers sped away with a few of my shopping bags while his trunk was still open. Instead of wasting hours on a Sunday night at the police station and showing up to work exhausted, I gave DiDi a chance to tell the driver to bring my bags back, but their company is so pathetic I was told that they didn’t have a manager on duty, and the driver wouldn’t listen to the representative. He lied to her, saying that he didn’t know the bags were still in the car, and then made the excuse that he had another customer, so he couldn’t bring the bags back. He later changed his story to say that he’d honked his horn to try to get me to come back and get the bags, but DiDi’s complaint department isn’t professional enough to figure out that the driver has been lying and to care about such a dishonest driver who steals from customers. Even though I complained about the driver while still in his car and then again immediately after he drove away, DiDi denied that the driver took my bags and pretended that I merely forgot them. The representative assured me that the driver would promptly return the items to me early in the week, so I went home and slept to be well rested gor work. But DiDi’s complaint department didn’t even contact me as they promised to do, and I had to complain repeatedly to get them to do so. Then after all of their stalling, they claimed that he had taken the items to a police station far away, and that I could go get them, but when I went much later, they were nowhere to be found. An officer contacted DiDi, and a few days later, the police said I could go pick up my items. I asked the officer when they had been returned, and he said they were returned the previous week, which means that the driver yet again lied to DiDi when he claimed to have taken the items to the police
