I have submitted issues related to a Geneva tour to Viator's Customer Service department with absolutely no response despite 4 messages over 3 weeks. Nothing.
A truly abominable way to treat customers.
The issues were related to pricing (Viator is apparently a third party and I could have booked directly for less), bus conditions (dirty, and I included photos) and itinerary change ("Cheese and Chocolate tour" was only cheese, plus a castle as a substitute for no chocolate, which you didn't find out until you boarded the bus).
I am shocked to discover that TripAdvisor purchased the company. I would expect more.
Product or Service Mentioned: Viator Tour.
Reason of review: Poor customer service.
Monetary Loss: $100.
Preferred solution: Price reduction.
I liked: Easy to book.
I didn't like: Customer care, Unresponsive, Customer service.