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The Worst Experience Ever and a Epic Failure for a Company
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The tour have not even started and the process of booking the tour is pure misery. Instead of assisting me, I have to constantly remind them to check their emails. My replies have been lost hence the itinerary was not booked. The sales representative actually told me that if any sales representative feels uncomfortable to speak on the phone, they may hang up the call. This is quite a common practice even if I have used "please and thank you". The sales representative also blamed me for the distress and misery caused. Also according to them, they have a 1000 very important tours and mine is nothing as compared to others. It was insisted that I spoke to long on the phone and that my complain was unreasonable. From the 1st day (a month ago) the information given to me was incorrect. More over, what was said on the phone is different from what was said in email. According to a sales representative, that was to avoid legal issues. So the only information that will be included in the email was what you will be able to access on their webpage. My trip have been compromised and changed a dozen times due to different spoken information. To make matters worst, I am at their mercy simply because they refuse to process my refund (although they say that they will). Then again, action speaks louder than words. And their suggested change of tour have been increasing my budget. They do not seem to understand that I would not like to opt for this tour because it is unnecessary for me. I advise anyone to reconsider before planning the tour with Toursforfun and Tours4fun. Until today, my tour cannot be confirm because I have not been able to get through to a sales representative to remind them to search for me email. Funny, I am not getting paid to do their job and their service is epic fail.
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Business's response - on 6/5/2012
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Thank you very much for taking the time to share your feedback on your tour selection and booking process experience with www.Tours4Fun.com.
Your feedback is important to us and our entire service team recognizes that you have chosen Tours4Fun.com as the agency to help you plan and find the tour package you wanted.
Our customer service representatives are always more than willing to assist in finding the right package for our customers, but they do retain the right to discontinue calls if they deem that the customer is being offensive, harassing, or if they caller is using threatening language. The agent who took your call that day documented that you had merely been informed of this, but your call was not ended without resolution.
All our reservations big and small are treated with equal importance, and upon further review of the call you made to one of our representatives, we confirmed that the agent was merely stating that normal processing times of orders tend to take a little longer due to a larger number of orders coming in during the busy season.
Based on the documentation on your reservation, it was confirmed that Tours4Fun.com representatives were waiting on your final decision on a combination of suggested tours we were trying to arrange for you to match your very specific travel requirements. The many changes you mentioned were due to last minute availability and price changes for the hotels we have available for booking and to your own requests to change our suggested packages to allow you to see as many locations as possible in the limited amount of time you had to travel.
In no way did we refuse you a refund, and we had on numerous occasions even offered to cancel your order to process a full refund as you were insistent on having us arrange a travel package that would not have been viable due to your schedule’s time constraints.
We thank you for deciding to book your tour package with us and again value your opinion to enable us to improve on our services to our customers in the future. A full refund of the remaining balance of the inital payment you made has been processed.
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