Patient support
Several reviews describe staff patiently explaining options, answering questions and staying with difficult cases until they are resolved.
du Store - Dubai Festival City
Dubai Festival City
du Store at Dubai Festival City handles mobile and home-telecom needs, including new SIMs, phone rental plans, postpaid connections and Wi-Fi products. Reviews often praise patient staff who explain options clearly and resolve complicated account issues, though queues and follow-up can be uneven.
Reputation Score
4.0
★★★★☆
958 ratings
Source: Google Maps
The Good Stuff
SIM help
Customers report quick help with new and replacement SIMs, including a stolen-phone replacement completed faster than expected.
Plan guidance
The store can explain postpaid packages, benefits and terms before you proceed, which is useful for comparing a new connection.
Complex cases
Reviews mention successful help with ownership migration, number recovery and other account problems that had resisted earlier attempts.
Fast resolutions
Some straightforward requests were completed quickly, including one ticket resolved in 10 minutes and another concern handled in five.
Helpful explanations
Customers value clear explanations of services, promotions and app setup rather than being rushed through a transaction.
Tips for a Better Visit
Allow time. Build in extra time for service visits: one customer waited 90 minutes for recharge assistance despite few other customers.
Check fees. Before signing a renewal or cancelling, ask staff to spell out cancellation and closure charges in writing.
Confirm hours. Check the branch's current closing time before travelling late; one visitor found the shutter half closed at 21:45 despite online hours.
Keep documents. For ownership changes, bring the correct paperwork but be prepared for follow-up: one visit lasted two hours without resolution.
Get ownership. For internet faults, ask which team owns the case before leaving; a customer was sent from the store to phone support and back.
Plan the visit
Practical details
69F4+37 - Ground Floor - Gateway Ave
Al Kheeran - Dubai Festival City, Dubai
| Mon | 10:00 AM – 12:00 AM |
| Tue | 10:00 AM – 12:00 AM |
| Wed | 10:00 AM – 12:00 AM |
| Thu | 10:00 AM – 12:00 AM |
| Fri | 10:00 AM – 12:00 AM |
| Sat | 10:00 AM – 12:00 AM |
| Sun | 10:00 AM – 12:00 AM |
Popular Mentions
New phone rental service plans
Reviews mention setting up new phone rental service plans alongside a new SIM.
Wi-Fi products
Customers mention getting help with Wi-Fi products and setting up the du app.
Common Concerns
Long waits
Waiting can be lengthy even when the store is quiet; one customer waited 90 minutes for help with a recharge screen.
Queue confusion
Queue handling has been inconsistent, with reports of inactive desks, token delays and customers being redirected between counters.
Poor follow-up
Internet and SIM problems have sometimes bounced customers between the store, call centre, WhatsApp and automated support without resolution.
Contract charges
A renewal customer reported being charged a cancellation fee that they said had not been explained before signing.
Small area
The customer area has been described as somewhat small, which may feel uncomfortable when the branch is busy.
Customer-reported prices
These are customer-reported mentions, not a current price list. Prices may have changed.
140 dirhams
SIM card
“After purchasing a SIM card for 140 dirhams, the card sadendly stop working”Google review · June 2026
DXB
LOCAL
LOCAL
The Bottom Line
At du Store in Dubai Festival City, you can arrange a new SIM, a phone rental service plan, a postpaid connection or Wi-Fi products. The strongest reviews focus on patient, clear assistance: customers describe staff explaining postpaid packages and terms, setting up a new SIM despite a system problem, and completing ownership migration or number-recovery requests. Straightforward requests can be quick, with one customer reporting a ticket resolved in 10 minutes and another concern handled in five.
Replacement-SIM support has also worked well for some visitors, including a stolen-phone case completed sooner than the 48-hour estimate given elsewhere. These examples make the branch worth considering when you need hands-on help rather than a purely automated channel. The main risk is inconsistency.
Reviews mention waits of 20 minutes, 30 minutes and even an hour and a half, along with inactive desks, token confusion and being redirected between counters. Internet, SIM and cancellation problems have sometimes turned into loops between the store, call centre, WhatsApp and automated support. Ask about cancellation or closure fees before signing or ending a plan, confirm current opening hours before a late visit, and allow extra time for anything more complicated than a basic purchase.