Review rated by 13 Ciao members on average: helpful
This review received a counterstatement by a party concernedRead Comment
Lastminute.com have provided truly the worst customer service experience I have ever had.
We booked tickets for a dinner and show in London - travelled down the night before and checked into a hotel. The next day we went to theatre only to be told they had no record of our booking whatsoever despite us having the confirmation e-mail! The theatre phoned lastminute and were told that the booking did not exisit. I contacted my credit card company to see if indeed we had been charged - and confirmed that yes we had.
I then phoned lastminute's so called customer service team - to be told the same thing that the booking could not be located - a manager then went on to tell me that 'system problems' may have occured with the booking, but that there was nothing he could do.
A series of phone calls and broken promises later - lastminute finally agreed that they had made a mistake by not sending through the booking - and offered to refund me..........HALF the purchase price!! I couldn't beleive what I was hearing - that they were admitting gross negligence and technically breach of contract - and were only willing to refund HALF of a service they had refused to provide!
The latest is that I have written to their customer relation department demanding a full refund plus compensation for the cost of the wasted weekend (train tickets, hotel, etc). They have so far failed to even ackowledge my letter - and I am currently contemplating legal action against this rogue organisation.
OK, every computer system is prone to the occasional glitch, as has happened in this case - however maddening it may make things for the customer, it sometimes can't be helped. BUT, there is no excuse for only offering HALF a refund for THEIR glitch!!!!!! A full refund and maybe a small compensation for aggravation and disappointment would seem to be the least a company should do.
I know that Ciao purists will rightly ask for more detail on the whole company etc - but your related experience is horrific enough to merit a short sharp review, that should make consumers think carefully when dealing with Lastminute.com. Having said that, I dealt with them several years ago, and found them terrific in terms of price and serivce. It appears to me that their growth, their acquisitions and expansions, may well have resulted in a less well priced and less well provided service.
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by (46%):
02.11.2006 15:42
OK, every computer system is prone to the occasional glitch, as has happened in this case - however maddening it may make things for the customer, it sometimes can't be helped. BUT, there is no excuse for only offering HALF a refund for THEIR glitch!!!!!! A full refund and maybe a small compensation for aggravation and disappointment would seem to be the least a company should do.
02.11.2006 13:24
Hi and welcome to ciao
02.11.2006 11:11
I know that Ciao purists will rightly ask for more detail on the whole company etc - but your related experience is horrific enough to merit a short sharp review, that should make consumers think carefully when dealing with Lastminute.com. Having said that, I dealt with them several years ago, and found them terrific in terms of price and serivce. It appears to me that their growth, their acquisitions and expansions, may well have resulted in a less well priced and less well provided service.