Secret Escapes

emilyrhian

My partner and I were due to go on our honeymoon on August 1st to Sri Lanka with Secret Escapes. This was obviously cancelled due to the coronavirus. To cut a long story short, an epic battle ensued to firstly try and get information from Secrer Escapes and then to claim a refund. The customer service with is company is awful. Over 25 phone calls later, multiple emails and using Instagram and Twitter to try and get some movement, we finally received an email on 23rd July saying we would be getting a refund 'within a few days'. 5th August - still no refund so I once again phoned secret escapes and was told it was being processed. 8th August - still no refund so another phone call to secret escapes where I was told it had only been processed on August 6th and would take 3 to 5 business days to appear in our account. 13th August - still no refund so yet another phonecall to secret escapes who claim the money has left their account and the problem is now with my bank. I contacted my credit card bank who assured me there are no pending refunds to be seen. 14th August - still no refund but I receive an email from secret escapes telling me that I will be getting a refund and that it will be in our account within 30 days.

What should we do? We are at our wits end. Not only had our honeymoon been cancelled, but we've also had to rearrange our wedding. On top of that I am out of work due to the coronavirus and we really need this money back. Any help or advice would be much appreciated. Thank you! 

Mrsn

How did you pay?

emilyrhian

Mrsn said:

How did you pay?

We paid by credit card...

RobM99

Sounds like a Section 75 claim then.

He

For me, the company's absolute last chance would be the 30 day period you mention from August 14th.
At least this states somethjng definite and is written, so you can refer back to it if needed.

Mrsn

I would at this point go to your card provider to get your money back. You have evidence to prove that you have been trying via secret escapes so should hopefully be straightforward.