Caribbean Warehouse - Customer Service

trumpton

I wonder how you came upon this thread as a new MSE user. This thread doesn't come up on the first page of google for me, so I can only be a little suspicious that you have been asked to post here or that you actually work for Caribbean Warehouse. To be honest, your post sounds too much like a sales pitch for Caribbean Warehouse to ring true.

As we don't know in detail what the OP's serious problem was - though it involved the police - none of us, including you, are in a position to say that it should have been resolved in the resort.

terryw

trumpton wrote: »

I wonder how you came upon this thread as a new MSE user. This thread doesn't come up on the first page of google for me, so I can only be a little suspicious that you have been asked to post here or that you actually work for Caribbean Warehouse. To be honest, your post sounds too much like a sales pitch for Caribbean Warehouse to ring true.

As we don't know in detail what the OP's serious problem was - though it involved the police - none of us, including you, are in a position to say that it should have been resolved in the resort.

I am sure that flipflop-man will return to let us know how he chanced upon this thread to avoid any allegations or suspicions that this is a veiled sales pitch.

It really would be helpful if the OP would let us know the actual problem rather than his attempts to reconcile it.

aheaton46

flipflop_man wrote: »

I have always found the any complaints at resorts which do unfortunately happen from time to time are better dealt with personally, face to face at the resort rather than 3rd hand through a booking agent. I am more surprised by the increasing number of people who take no action whilst on holiday but leave it until they are back home before they start to have a pop at the resort on various forums and review sites

It's a shame you were unable to read the OPs comments.

Summer01 wrote: »

I booked a holiday through CW. Onsite we (and other guests) had (serious) problems. Tried to contact the CW Rep and left plenty of messages etc. They never got back to us. Tried to call them again over the next few days at which point they said they’d send a rep. The rep didn’t turn up at the agreed time and we waited ages. Then we were told they would drop off forms for us to complete. This didn’t happen.

How are they meant to deal with issues personally if the travel rep doesn't bother to turn up?

I'm glad you've had so many holidays with them. Is that due to your staff discount?

trumpton

The more I read Flip Flop's post the more it reads like it was posted by someone who works for them. I hope his 6 weeks away doesn't leave Customer Service short staffed.

Former_MSE_Andrea

Hi

The company's asked us to post a response on its behalf. MSE doesn't endorse anything a company may say on the forum.

"Dear Summer01, we are sorry to learn of your experience. We care about each and every one of our valued clients and we go the extra mile on a daily basis to ensure our clients receive the best possible service.

Such an occurrence is very rare. If you wish to give us a call and speak to Stuart Wilson, our Managing Director, I know that he will be more than happy to see how he can help.

We look forward to hearing from you.

Kind regards

Lauren
Marketing and PR Executive for Caribbean Warehouse, part of the Blue Bay Travel Group."

hollydays

These are the terms and conditions,which are said to be Atols from cws site.
http://www.caribbeanwarehouse.co.uk/atoltermsandconditions.php

They just seem imho a long list of how they won't be held responsible for most situations!Would Atol really put a condition that they wont pay more than £50 if you lost your luggage?

flipflop_man

I do find it amazing that if you post something in support of a company that you are accused of working for them - do none of you have good experiences with companies that you would wish to defend???

If you check out TripAdvisor you will see that I am simply a person who is lucky enough to travel a lot and likes to share our experiences with other. I found this forum and the post in question as someone of TripAdvisor sent me a PM about it to ask me what I thought as they had booked a trip with CW

As to how do you get something sorted out if the rep does not turn up I have always believed in dealing with any issues personally, direct with a resort rather than through any third party

terryw

Thanks FFM. This shows the influence of MSE

aheaton46

flipflop_man wrote: »

As to how do you get something sorted out if the rep does not turn up I have always believed in dealing with any issues personally, direct with a resort rather than through any third party

Fair enough, you're a happy customer. It tends to look suspicious when someone registers solely to support a company.

Unfortunately, you still haven't read the posts. The OP has stated that their complaint is with CW and their poor customer service. Reps who don't turn up, refusing to deal with forms later, dismissive attitudes of the staff. As they said "I always think reputation can be restored based on how companies deal with awful holidays and in this case Caribbean Warehouse were terrible."

They also said the hotel were fairly helpful, but of course their booking was with CW not the hotel.

I find it amazing that a holidaymaker can be involved in something serious enough the police are involved, but the holiday rep isn't interested and back home the office staff dismiss the issues. And then someone from the company posts on an internet forum to say get in touch. Don't CW know who was involed in this incident? Is it beyond them to talk to Kevin and find out what's gone on? That sounds like an utter shambles of a company to me!

MothballsWallet

hollydays wrote: »

These are the terms and conditions,which are said to be Atols from cws site.
http://www.caribbeanwarehouse.co.uk/atoltermsandconditions.php

They just seem imho a long list of how they won't be held responsible for most situations!Would Atol really put a condition that they wont pay more than £50 if you lost your luggage?

This is off-topic, and not related to ATOL, but when Mrs MbW and I went to Prague in 1998, my suitcase didn't make the connection in Amsterdam (it arrived on the next flight), but Air UK/KLM UK would only have given me £29 for its loss...

This was Prague we were talking about here, it's not a cheap place