adam b.

Ok. So after ordering several items online and paying in full. The order finally arrives (much later than other companies I order from). The order is incomplete, whoever packed it has put an x next to the item they could not send. So I request a refund by email and recieve a response that I have to complete an "incomplete order form and email photos of the box, delivery note and contents". So I do all that by email and request refund again to which I recieve reply stating that all the papers Ive submitted are correct and asking if I want them to send the item next day delivery or want a refund... So I request refund again, recieve nothing for 10 days. Phone customer services and speak to Harriet whom I explain situation to and say that I want her to process the refund on the phone to which she replies "100% I will do that", within minutes she is back tracking on her undertaking and ends up telling me that I was never charged for the perfume (this is nonsense as my order summary shows i paid for it). She goes on to tell me that the fragrance shop customer services cannot process a refund on the phone... this directly contradicts her undertaking at the start of the call to refund me on the phone. I point this out as a lie, which she then disputes. She ends up putting me on hold for several minutes without waiting for my permission to do so. Very very unhelpful person with serious attitude and no people skills. This company has made me jump through hoops to try and get this refund and they are even worse on the phone than they are by email. Steer well clear of them

Booking number ******* on 22/4/17. I asked the agent to phone the 4 star hotel and confirm availability as I was booking first beach holiday my partner would have been on and really wanted to be by the beach. I spent £1949. 76p, upgraded to superior room, upgraded to all inclusive, and the agent confirmed my room was available and said he would email hotel to ask for sea view.
On 2/5/17 agent phoned me to say the hotel was shut for duration of my stay and offered me 3 star accomodation away from the beach. I refused it and asked for refund but allowed them a few hours to find me a suitable alternative by the beach that was 4 star or better. They emailed me 4 hours later to offer me the 3 star hotel again that I had refused earlier in the day. I emailed back refusing that option and asked for a full refund as ABTA had told me I was entitled to. One of their staff in phone conversations had told me that I was not entitled to any refund, that they would not cancel my booking, and one even laughed nervously down the phone at me. A good company would have resolved this within a few hours either coming back to me with suitable alternatives or giving me my refund in full so I could book another holiday. 48 hours later they still have not given me my refund or confirmed that they will give it to me. Really poor customer service. ABTA are helping me now but am still really worried because I need the money back now to buy another holiday. Lastminute.com are a multimillion pound company and could refund me immediately and recover their money from their suppliers in their time. Instead they are non committal and making me wait an unnaceptable time. Beware Beware Beware