Dishonest and advertise false services. Horrible customer service.
I purchased boat tickets and called BEFORE I purchased to confirm the times of departure and return that we needed. The representative "Jamaica" confirmed the times we needed were AVAILABLE and then proceeded to take my credit card payment. After she charged my credit card she then placed me on a 30 minute hold and came back on the line telling me the times were actually booked and NOT available. They sold me tickets that didn't exist!
I then proceeded to tell Jamaica that this was not acceptable service and that I was very upset. She then sent me an email and said I had to either accept the different times or cancel my booking. She offered NOTHING after clearly she screwed up! So without any other option I said I would go ahead with the tickets even though they were not the times I wanted.
She proceeded to send my voucher to me via email and asked for me to check my "tickets". I opened my email and got a voucher that had no time or even location information on it. I expressed that I was weary because they had already lied to me once and that I wanted something that clearly stated I had an actual reservation for the times I purchased. She then hung up on me!
(after 45 min on the phone) SO I called the customer service line back - got a different lady and had to re-explain everything. She informed me that their customer service was not able to call out or call back any customer! WOW! So the new lady placed me on hold for 20 minutes.
She then told me they could only email me a number for the boat company so that I could then call them and confirm that I had an actual reservation! I obviously asked to speak with the supervisor. I was placed on hold once again for 15 minutes. The supervisor admitted that their representative had messed up by selling me no-existing tickets.
THEN she said they couldn't do anything except refund my card and waive the cancellation charges! I asked her for her name and she refused to tell me! She then transferred me directly to the boat company. Once I was connected with the boat company I told them what had happened.
They of course apologized, but it wasn't their fault or in their control. They said the tickets I had been sold were sold out 2 days ago! I am taking the time to review and write this because this company "Viator.com" is lying and selling false goods! On top of it they advertise they sell special discounted rates and that is also a lie.
The tickets I purchased through them were exactly $1.00 - yes - ONE dollar difference. Do yourself a favor and avoid this website like the plague!!!!
Product or Service Mentioned: Viator Customer Care.
Reason of review: Not as described.
Monetary Loss: $285.
Preferred solution: Let the company propose a solution.
I didn't like: Thieves, Missed infromation about the itinerary, Cancellation policy, Communication issues, Customer service.