Never book with kenwood travel!!!

[xxpeplyxx]

They are terrible! Never had a problem up until now but they are causing us so much stress and hassle! They messed up our discovery cove tickets and said it had to be paid again but that they would put the £800 in our account so that when discovery cove takes the money it will already be there to be taken, only they didn't put the money in our account and have taken the £800 even after assuring us it would be in there, they will be giving us the money, but we have the mortgage and other bills being taken out tomorrow! And we explained this to them on the phone which is why they assured us it would be in there before any money was taken!!! So yesterday we call to find out why the money has been taken when they haven't put it in and they were like "what money?" (Cheek of it I know) basically after many phone calls and talking to lots of people being pushed from pillar to post and causing us a lot of stress and upset they said that the money would be transferred into our account, by today. Today comes round no money!! So another call and all we get told is that it'll be in there at some point, hopefully tomorrow but maybe monday, and that they hadn't even done the transaction until today (baring In mind the guy who called us Sunday assured us he was doing the transaction on Sunday, so he lied which my mum pointed out, did they care.....nope, no surprises there though) so any way my mum explained that she has work all next week and that she was going to buy her dollars this weekend and that if it is not in there until Monday she doesn't have a day where she can get the dollars before the holiday( due to her work hours), to which the lady simply said "I'm really sorry about it but there is nothing we can do".

This is just poor poor customer service and the fact we have 9 days to go and have all this hassle it really the last thing we need right now, they have been unhelpful and don't seem to care at all!

Just thought I'd warn you all!

 

[foxxxy83]

OMG!! That's HORRENDOUS!! I'm SO sorry to hear that! Please pass your family my regards! You REALLY don't deserve all that stress! Thank you SO much for posting it up. I had probs with Best@Travel.com not bookin correct room on my trip to Vegas with my partner a couple of years back. To make matters worse, the first woman we spoke to at the hotel gave us TERRIBLE service as well! Always HATE to hear bad stories about holiday firms. Do they not realise in the age of social networking etc, the general public are going to compare notes so it will be bad for business?? I'm also a senior contributor on TripAdvisor so I generally spread the word as fast as far spread as I can! Really hope you can still enjoy your trip coz otherwise they've won!

 

[xxpeplyxx]

OMG!! That's HORRENDOUS!! I'm SO sorry to hear that! Please pass your family my regards! You REALLY don't deserve all that stress! Thank you SO much for posting it up. I had probs with Best@Travel.com not bookin correct room on my trip to Vegas with my partner a couple of years back. To make matters worse, the first woman we spoke to at the hotel gave us TERRIBLE service as well! Always HATE to hear bad stories about holiday firms. Do they not realise in the age of social networking etc, the general public are going to compare notes so it will be bad for business?? I'm also a senior contributor on TripAdvisor so I generally spread the word as fast as far spread as I can! Really hope you can still enjoy your trip coz otherwise they've won!

It's horrible isn't it! It's just so much stress at a Time we should all be happy and excited! Now we are worried and panicking! I feel like writing and email of complaint to them but from the service we have received over the phone, I'd hazard a guess and say they still won't give a damn anyway, and I'm also slightly concerned they might not transfer the money we are owed if we complain :-(

 

[foxxxy83]

Personally, would put in written complaint bout the service you received AFTER your hol then post up the reply on here for the world to see if they really that bad! Sorry but would serve them right!

 

[zippy99]

I suggest getting on their Facebook page and complaining there - keep it clear an concise. Social media is great for companies when things are good - but how they handle complaints in a public light can be very telling and often more productive for the person with the grievance - after all they don't want to look bad

Good luck x

 

[2Tiggies]

I suggest getting on their Facebook page and complaining there - keep it clear an concise. Social media is great for companies when things are good - but how they handle complaints in a public light can be very telling and often more productive for the person with the grievance - after all they don't want to look bad

Good luck x

Absolutely! This was my first thought when I read the OP. Nothing quite like social media for getting attention these days!!

I think they have a nerve. Well I know they do, but if they messed up the tickets, they should have had to fund the correction, not you!

I hope it gets sorted quickly. Keep the pressure on them, get the name of someone and keep hassling them until it's done. Tell them you've drafted your letter to the press which will be submitted at x o'clock tomorrow if the funds haven't CLEARED in your account.

Really appalling service :/

 

[xxpeplyxx]

I've never really been one to complain about anything, I'm a very forgiving person and believe everyone makes mistakes, but they have been so unhelpful and made us so stressed I can honestly say I will complain for sure, But when is best to complain, before or after the holiday and how do I go about it!

 

[2Tiggies]

I'd do it now while the issue is still fresh. Firstly you need it sorted ASAP and secondly, you're not likely to get anything more from them by waiting or any more apologies by leaving it.

 

[xxpeplyxx]

I'd do it now while the issue is still fresh. Firstly you need it sorted ASAP and secondly, you're not likely to get anything more from them by waiting or any more apologies by leaving it.

Exactly what I was thinking I will have that email wrote and sent to them by tomorrow evening!!

Should I mention that I have said anything on here?

 

[seashoreCM]

Another situation where it is better to use a credit card instead of letting the merchant take money from your bank account.

Also it is better to use a hometown travel agency instead of one in a distant city.

 

[xxpeplyxx]

Another situation where it is better to use a credit card instead of letting the merchant take money from your bank account.

Also it is better to use a hometown travel agency instead of one in a distant city.

In all fairness the last time we hooked with them everything went smoothly and all was good, didn't expect It to end up like this, this time.

 

[flortlebap]

Exactly what I was thinking I will have that email wrote and sent to them by tomorrow evening!!

Should I mention that I have said anything on here?

Don't mention it yet. From a legal perspective, as you haven't gone through their complaints procedure it could get you landed with a stroppy solicitors letter as they will clearly be able to identify you. They might also ask the site to take down the post.

Of course that's only if you made an untrue statement, but it's not worth the potential additional hassle!

 

[2Tiggies]

Exactly what I was thinking I will have that email wrote and sent to them by tomorrow evening!!

Should I mention that I have said anything on here?

I don't think you need to - I (being nosy) went onto their FB page yesterday after reading this and there are some not so nice reviews - plenty of them! You could refer to those if you wanted to

 

[xxpeplyxx]

I don't think you need to - I (being nosy) went onto their FB page yesterday after reading this and there are some not so nice reviews - plenty of them! You could refer to those if you wanted to

Good idea ill have a look, thanks

 

[crabbie1]

After having a very similar complaint but mine was with VA regarding my late boyfriends death and them telling me to cancel flights first in order to get refund. All I wanted was to change the dates.On cancelling they then refused to cough up the full £1600 but thought £273 was ok. I asked for advise on here and because I had mentioned the word EX partner as he had died they quoted my thread and said they wouldnt refund because I called him my ex!!!! Well he wouldnt be current when he was dead would he!!Anyway I blasted them on their FB page and wrote to the CEO with a copy of the death certificate and the suicide note I got my money back and a bit more and an apology . Just be careful what u put as there are people who scan these boards and believe me I was so annoyed that they would stoop as low to try and catch me out. Lucky for me I was telling the truth and they could not back down.
I hope you get it sorted with kenwood. I did say I would not use VA again but it all depends on the price.

 

[xxpeplyxx]

I haven't said anything that is not true so I'm not too worried about people scanning the forum and finding this, I just wouldn't want the stress that they have caused to happen to anyone else!

 

[2Tiggies]

I haven't said anything that is not true so I'm not too worried about people scanning the forum and finding this, I just wouldn't want the stress that they have caused to happen to anyone else!

I wouldn't worry if I were you. With social media and public forums we use these portals to be heard as well as to share information. If they asked me to remove a negative review I would give them the option of (a) removing it or (b) giving positive feedback based on how they resolve the issue to my satisfaction. But resolution comes before a final review - tick tock. If you remove stuff now, you lose some of your bargaining tool

 

[xxpeplyxx]

I wouldn't worry if I were you. With social media and public forums we use these portals to be heard as well as to share information. If they asked me to remove a negative review I would give them the option of (a) removing it or (b) giving positive feedback based on how they resolve the issue to my satisfaction. But resolution comes before a final review - tick tock. If you remove stuff now, you lose some of your bargaining tool

I won't be removing anything, but will be carefully writing a complaint tomorrow on my day off

 

[crabbie1]

I won't be removing anything, but will be carefully writing a complaint tomorrow on my day off

Give them both barrells