Refund request due to bad customer service

POPPYOSCAR

Deleted_User wrote: »

If we do, it doesn't sound as if it will be at the Snow Centre, Hemel Hempstead.

Yes I am impressed they offered another date and then a credit.

Many such venues do not/would not.

unholyangel

Fridge03 wrote: »

Wow, when did this place turn into a home for patronising know it all's on their high horses?
I hope none of you have a crap customer service experience.

Mistakes were made by them involving bookings. I was told something by a member of staff which was incorrect. Was spoken to rudely and abruptly over the phone.
But I guess the qualifies as tip-top customer service.

Rude is subjective. What you thought of rude comes across to me as making it clear its a goodwill gesture that they may not be willing to repeat if a third booking is missed.

You wouldn't have any statutory right to alter/cancel the booking (with leisure activity to be provided for on a certain date and you requested it begin within 14 days).

Now through no fault of their own, they've potentially lost money if they weren't able to resell your saturday booking with less than 24 hours notice. Indeed, their terms state:

iii) When cancellation is received less than 24 hours prior to the start of your snow activity, no credit will be offered. If you are unable to attend your snow activity, The Snow Centre will accept you supplying a replacement

So it doesn't appear as if you had a statutory or a contractual right to reschedule. The fact they're willing to offer a credit despite that IS good customer service and that seems to be the general consensus so far - the only person who can't seem to see that is you. Food for thought perhaps?

Caz3121

It sounds like the simplest thing to be would have been for them to tell you when you phoned on the Friday night that they would not give a change or refund for you cancelling (as per the T&Cs) then your husband could maybe have submitted a claim to his employer

Gavin83

Fridge03 wrote: »

Wow, when did this place turn into a home for patronising know it all's on their high horses?
I hope none of you have a crap customer service experience.

Mistakes were made by them involving bookings. I was told something by a member of staff which was incorrect. Was spoken to rudely and abruptly over the phone.
But I guess the qualifies as tip-top customer service.

If your attitude is anything like you're displaying on here then I'm surprised they weren't less helpful with you to be honest. No one was rude to you, they've just disagreed and there's really no need for the rudeness.

In what way did they speak to you rudely and abruptly over the phone? Is it just that you didn't get what you wanted and therefore consider them rude?

I agree with the others, their customer service appears to be more than sufficient. You've little hope, given the circumstances of getting a refund.

photome

Fridge03 wrote: »

But they didn't change my booking did they?

Had I arrived on time on the Sunday, I would have been left waiting 7 hours. Which I'm sure people will agree is unreasonable.

But you dont know what would have happened because you didnt turn up

Money_maker

Fridge03 wrote: »

We turned around and went home after talking to them on the phone. We had just driven 60 miles and changed two tyres on the car but sure, I'll finish the journey on the hope that if I'm stood there it'll change their mind.....
Great advice.

But you were only 10 miles away and it had just turned 9am. The pothole incident must have occured very close to your home as Tonbridge to Hemel Hempstead is around the 72 mile mark. The phones weren't answered until 9am and you had already covered 60 miles. Surely if you were late it would have only been minutes?

peachyprice

Fridge03 wrote: »

But they didn't change my booking did they?

Had I arrived on time on the Sunday, I would have been left waiting 7 hours. Which I'm sure people will agree is unreasonable.

There were no slots available between when you rolled up at 09.30 and 16.30, that doesn't mean there were no slots available at 08.30.

mattyprice4004

So many toys raining from the OP’s pram... someone doesn’t like the answers they got.

I think the problem is closer to home rather than the ski place.

pmduk

The first rule of customer service is that if you don't bend over backwards, break the rules, get yourself into trouble and do what the customer wants then you're rude, unprofessional and the customer service is awful.

The customer by this time has forgotten the rude and high-handed Manner in which they've treated the staff member concerned, and not once considered whether their demands are unreasonable.

pmduk

Caz3121 wrote: »

It sounds like the simplest thing to be would have been for them to tell you when you phoned on the Friday night that they would not give a change or refund for you cancelling (as per the T&Cs) then your husband could maybe have submitted a claim to his employer

I do so hope that the OP reads this and realises that the whole matter was caused by the Centre's good customer service in initially allowing her to change the booking because of her own carelessness when making the booking