Problems with Hotwire???

[Jetstorm]

I joined Hotwire on Nov. 4th and ordered several Q&C meal vouchers. My DH called later that day to confirm order and was told it went through online fine.
After ten days and no vouchers or confirmation email he called again only to be told they didn't have an order in our account.
He reordered but now he had to pay priority shipping because we leave in one week and Hotwire couldn't guarantee the vouchers would arrive on time.
I'm left confused and upset by this companies business practices.

 

[caribear]

I am pretty upset with Hotwire myself right now. I ordered a bunch of vouchers on Nov 2 and received an email that they shipped on Nov 3. I called Hotwire to find out why I hadn't received them yet. They said they were delivered to my local post office by DHL on Nov 4. Well, I called DHL and then went to my post office. Of course my post office says that nothing was delivered for me and they have no information. I have called Hotwire 3 times this week and all they keep telling me is it takes 10 business days and I cannot count the weekends....so my vouchers should arrive by Nov 18th. Yeah right! They are lost or were never sent. I cancelled my membership and will be calling again on the 18th. I plan on calling my credit card company to refuse the charges.

 

[briannesmom]

caribear - I had the same problem the first time I ordered vouchers from Hotwire. I kept calling Hotwie to complain but it ended up not being their fault. They were delived to my PO by DHL as Hotwire told me. They then sat at the PO for a full 12 days before they were delivered to me. Their explanation was that DHL delivers in a large bulk shipment that is checked in as a whole (that is when Hotwire gets confirmation of delivery) and then sorted by priority. I guess the free shipping gets very low priority because it took 12 days to get sorted and delivered. Hopefully you will get yours soon. I ordered some more vouchers last week for our upcoming trip and I got them in 4 days. Guess the post office wasn't too busy last week.
BTW my sisters name is spelled the same way as yours, you are the only other person I have seen with it spelled that way

Jetstorm - I would double check you credit card and make sure you weren't charged for both shipments.

Good luck

Amy

 

[caribear]

Thanks Amy! Maybe there is still hope that my vouchers will arrive. I do appreciate the info!!

I have only seem one other person with the same spelling as mine also....a news anchor in our area

 

[bianca]

I just joined Hotwire last week and ordered different kinds of vouchers 4 days in a row. I have received 3 of the 4 orders ALREADY. I have considered their service to be superb, but after reading the prior posts I think I owe a lot of it to my own Post Office. The packages did indeed come in a DHL envelope, but were delivered by my mail guy. Gives me a new appreciation for what they do! Good luck with your vouchers.

 

[KLAIT]

caribear

I had the same thing happen when I was a member of Connections. Called them and they kept telling me that they were at my local post Office via DHL....this went on for weeks...finally contacted customer service through their website (definatley better customer service than the phones) and within 7 days I had another set of vouchers and tickets...

Low and behold, the Post office delivered the original set 3 months later. With the dates that were stamped on the original label Connections did indeed send them when they told me they did and DHL did deliver to the Post office when they said they did. My local post office was the one who messed things up.

So, I know for a fact that they are tracked as far as the local Post office..

Good Luck.

 

[Jetstorm]

Thanks Briannesmom. I will check with my credit card to make sure I wsn't double billed.

A question for everyone... can we not as a group somehow get in touch with Hotwire and ask what their official business practices are. This is just my oppinion, but I think that if they can't get their "act" together, maybe we shouldn't be suggesting them to "new" posters . It just seems that we don't have to stand for this kind of "iffy" service without telling them how we feel. If anyone has any ides, please let me know.

P.S. As far as my vouchers, I'm still waiting...

 

[Jetstorm]

You know, I was thinking that if the problems in getting your vouchers turns out to be with the post office and you don't get them in time to use them, you should contact your credit card and contest the payment.
I guess the moral is to make sure you place your order with a credit card.

 

[KLAIT]

While my problem was when I was a member of Connections, it is the same as the Hotwire Saving Club...they come from the same place..as I am currently a member of Hotwire and have ordered from them as well. The addresses they come from confirm this. They are the same company.

With my experience, I found it hard to blame the company selling the vouchers and tickets when I had proof through the tracking number that they delivered it to my local post office..

 

[jultomzach]

Blame the Post Office for the delay, but this mailing practice is employed by companies because it is cheaper for them. I have a brother in law that works for DHL. I asked him about this. DHL drops off boxes and boxes of internet ordered items daily to the post office. According to him, the post office does not consider this mail "first class" and treats accordingly. I have had Amazon, Eddie Bauer, etc. send items via one service to the Post Office, then to my home. Once it is delivered by DHL and is a confirmed delivery, they can no longer be responsible for it. Call the post office for your order and the company for their business practices and how they impact their customers.

 

[CookieGVB]

I've made two orders through Hotwire, and both times, I received the order within 4 days.

Check with your post office, and see what their policy is for handling the DHL deliveries.

 

[PrincessDadx2]

I order something every month and always get my order in less than a week. Hotwire is very efficient in mailing things out. I would go talk to my Postmaster and find out why they can't deliver the DHL packages in a timely manner.

 

[caribear]

Well, I went to the Post Office again today and told them that the DHL delivery confirmation shows that a package was delivered to the PO for me on 11/4. I was then told that the DHL delivery confirmation means nothing to the post office. The employee then said that my package could be sitting somewhere on a dock. I asked..."For 13 days?" and his reply was "Well, anything is possible." My 2 year old was with me.....and after waiting in line for 30 minutes to receive this answer I was furious. Once I got home I called to speak with the manager. The employee who aswered the phone said the manager was at another branch. I then asked how could I get in touch with him...his answer "You can't." Okay, so I can't get in touch with the manager? "No." These are his exact answers. The employees in my PO are VERY rude. Everytime I go in there I hear a customer asking to speak with the manager. I am going to try again tomorrow.

As for Hotwire, I think they are responsible for the means in which they use to deliver their orders. They use DHL because it is cheaper....thus causing aggrevation for many of their customers. I have emailed Hotwire with my concerns and will follow up with another phone call tomorrow.

 

[kerry34]

I had joined Hotwire a few months back, I used it to get some movie theater tickets and I had no problems with the delivery. However, last month, my debit card got eaten at an ATM machine so my payment didnt go through. They cancelled my account immediately. I had forgotten all about notifying them about my card change. I called them and explained the situation. I asked why they didnt send an email explaining that the payment didnt process and give the opportunity to offer another card number. I was basically told that they dont do that. When i asked if I could give them another number and join back up they told me no because I already joined and I wouldnt be able to join again for a certain period of time. Needless to say, I had just bought a 25 toys r us card about two weeks prior so I lost my 5 dollar credit. I was going to buy my PHPs from them for my April trip. My husband told me to sign up with his name but I don't think I want too. I have heard too many people having problems with getting their passes, and that is alot of money spent to have floating around on a dock somewhere. Maybe i will try Ticketmania for someplace like that.

 

[jlb]

I have never had a problem with Hotwire...but when ever you get DHL involved plan on extra days. I have had packages delivered to what they consider my local Post Office...3 towns away and then it is up to the post office to deliver them, it is like 2 shippings of the same package.

 

[zippehsmom]

Kerry34 that same thing happened with us except we lost our debit card. I was expecting a $150 credit. I'm not mad at Hotwire because it really was not there fault. Yea, a little email would have been nice, and I could have given the new number.

I am going to rejoin and just use my Mom's address.

BTW, I thought the gift card limit was 15. How were you able to order 25 Toys r Us gift cards?

zippehsmom

 

[PrincessMom98]

zippehsmom - I think that Kerry34 said that she had bought one $25 gift card. But I wanted to say that in the case of Toys'r Us you can get 30 cards. I have ordered both Toys'r Us and Babies'r Us cards in the same shipment and received identical cards that can be used in either store. So you could order 15 from each store for a total of 30.

 

[swilshire]

Originally posted by caribear
Once I got home I called to speak with the manager. The employee who aswered the phone said the manager was at another branch. I then asked how could I get in touch with him...his answer "You can't." Okay, so I can't get in touch with the manager? "No." These are his exact answers. The employees in my PO are VERY rude.

Next time you go into any Post Office, look for one of those yellow complaint cards. Fill it out and send it in. Managers are held responsible for responding to each of these and they are definitely tracked.

Management definitely wants to know when you get poor service.

Sheila

 

[kerry34]

Zippehsmom.....
Yes, I did mean one 25$ card. Thank god it wasnt more than that because if I had bought 25 cards I really would have been crying over that loss.

 

[caribear]

**UPDATE** Finally, great service from Hotwire......

I called my PO and spoke with a supervisor regarding the DHL delivery of my Hotwire vouchers. She was very helpful and stated that if DHL delivered my package on 11/4 at 2:51pm, then it would have been sent out for delivery on 11/5. They process all DHL deliveries by the next business day. I mentioned my experience from the day before when the postal employee said that my package could be on a dock somewhere even though it had been 13 days and she was upset that this is what I was told. She looked for my package, but could not find anything. She said she would speak with my postman in the morning and they would research the matter.

I then called Hotwire. I immediately asked to speak with a supervisor, but I was very pleasant and explained that I had already called 4 times in the past week and needed a supervisor for my situation. I spoke with a wonderful supervisor who understood my situation. After explaining all of the details regarding DHL and the PO, she put in a priority message to customer relations regarding the matter. She said they would research the matter and re-track my package and then get back to me the next day. I had planned on using a couple of the vouchers next week when we make a quick pre-Thanksgiving trip to WDW before heading over to relatives on Thursday.

Well, I am very happy to say that I just received a call from the supervisor stating that my vouchers are being resent via Airborne Express and I will have then on Monday morning!! I cannot tell you how relieved I am over these turn of events. A big thank you to the supervisor at Hotwire for taking care of everything so quickly!!!