Can cancelled without any justification
Also, many times I faced long delays in scheduled rides if someone is booking ride then a delay of 10-15 minutes is okay but I have faced delays of more than an hour as well that’s pathetic.
Response from developer
We hear you, and we’ve taken note of what you’ve shared about the ride on 6th September and the longer delays you’ve experienced on scheduled rides. Rather than give you a standard response here, we’d like to look at your actual bookings and understand what happened. Please drop us your booking details and the specific concerns at customersupport@refex.co.in. We’ll take this up with the team and review it from there.
Extremely poor service
Last-minute cancellations leave no reasonable time to make alternative arrangements and can result in missing or risking important flights. For employees depending on the service for business travel, this is not just an inconvenience—it can directly impact professional commitments.
Refex needs to seriously improve its cab allocation, cancellation communication, and backup arrangements. If a cab cannot be provided, employees should be informed well in advance rather than being left stranded at the last moment.
A reliable transportation service should provide certainty, timely communication, and accountability. Refex currently falls far short of these expectations.
Response from developer
Thank you for sharing your feedback. We understand that having clarity on your cab booking, especially for office or airport travel, is important. We would like to understand the specific booking and the circumstances around it so we can review it with the concerned team. Please write to us at customersupport@refex.co.in with your booking details and the concern you faced. We’ll be happy to look into this personally.
No Cab Available- Disappointed
If the service cannot guarantee a pre-booked ride, customers should be informed well in advance rather than being left stranded just before an important journey. This completely defeats the purpose of advance booking. Very poor service and reliability.
Response from developer
Thank you for sharing your feedback. We understand how important dependable and timely transportation is for planned journeys. At Refex, reliability and customer experience remain our priorities, and we are continuously strengthening our operations to deliver a smooth and consistent service. We truly value your feedback and look forward to providing you with a better experience.
Hop in . Let’s Go. Safe Miles, Happy Smiles
Even prebooked as a premium , will degrade it to a Classic ride just like 5 minutes before Departure.
Which means local tie ups with cab vendors but that is ruining company image.
It better to tweak ur app in a way that it shows no premium cab in ur area , rather than degradation.
I hope this will be fixed.
Response from developer
Thank you for sharing such detailed feedback. We understand how important it is to have the Premium category available when you’ve specifically planned your ride around it, especially in areas like West and Outer Delhi. Premium availability can vary based on real-time demand and vehicle availability, but we certainly understand your concern around last-minute changes. Your suggestion about making availability clearer on the app is valuable, and we’ll share it with our team for consideration. We appreciate your feedback and hope to make your Premium experience even better on your next ride.
Once Excellent, Now Difficult to Recommend
First, the pricing has become difficult to justify. Refex’s sedan category now often costs as much as, or even more than, Shoffr, which offers significantly larger and more premium vehicles such as the BYD. In all cases, Shoffr’s larger and more luxurious vehicle can be booked at a lower price than Refex’s smaller MG ZS.
Similarly, if you simply need a sedan, Uber Premier is frequently 30-50% cheaper while offering greater availability and flexibility. With additional EV-focused options now available in NCR, such as Trev and Green SM, it is becoming increasingly difficult to identify any clear use case where Refex remains the best choice.
The bigger concern, however, is around pricing transparency.
In my recent ride, the customer-facing app displayed the journey through the faster Dwarka Expressway route while showing the fare estimate. However, the driver ultimately took the slower toll-free route. After escalation, the company clarified that even if customers are shown the toll route during booking, drivers may still take alternate routes while the fare remains unchanged.
This raises serious transparency concerns because route choice materially impacts travel time, convenience, and the value proposition that customers believe they are paying for.
The handling of the issue by customer support and operations management was even more disappointing. Different explanations were provided at different stages, including suggestions that drivers may have been bearing toll expenses themselves, before the company ultimately clarified its internal process. Despite repeated attempts to explain the concern, there was little willingness to acknowledge the fairness and customer experience issues arising from this practice or provide any meaningful resolution.
Before booking, I would strongly encourage customers in NCR to compare prices across Shoffr, Trev, Uber Premier, Green SM and other alternatives. If you want a larger and more premium EV experience, Shoffr and Green SM provide significantly better services and vehicles at lower prices. If you simply need a sedan, Uber Premier is frequently substantially cheaper. Given the current pricing and customer service experience, Refex no longer offers the value proposition that originally differentiated it from the competition.
I have preserved the correspondence and documentation regarding this issue and am evaluating further remedies available under consumer protection laws. Based on the explanations provided by the company itself, I believe there are legitimate questions regarding route transparency, fare disclosures, and the fairness of the customer experience being delivered.
Response from developer
Thank you for taking the time to share your detailed feedback. We appreciate the support you've extended to us and value the concerns you've raised. We would like to review the matter in detail. Kindly share your contact information with us at customersupport@refex.co.in so we can investigate the concerns thoroughly and get back to you with our findings. We look forward to hearing from you.
