• Report: #655629

Complaint Review: Viator Tours

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  • Submitted: Tue, October 26, 2010
  • Updated: Tue, January 11, 2011

  • Reported By: Anonymous — Dublin California United States of America
Viator Tours
Internet United States of America

Viator Tours Worst Customer Service, Only Cares About Money NOT Service! Internet

*UPDATE Employee: From Viator Support

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I booked a London Tour for myself and 2 friends using Viator.com.  They subcontract to the local tour company, in this case, Evans Tours.  I've used Viator in the past in different countries and never had a problem until I went to London.  They didn't provide all the information when the tour was booked and they expected contact while we were on vacation! 


We missed our tour so I quickly contacted Evans Tours and they had very poor customer service, as they were not willing to help in any way.  I asked if there was any way to get on the tour that already started or to be switched to a different tour and I would pay any cost difference.  The answer was "No" and "No".


I then asked for my money back as we were there during low/off season and I'm almost sure the entire bus was not full for a 3 hr tour in the middle of the week.  Again, they responded "No". 


I gave them every opportunity to provide me and my friends with a tour of London but they didn't care!  They got paid and service didn't matter.


I contacted Viator, explained the situation, and they responded "No" as well.


Be aware of using this tour company if you are traveling overseas.  I would choose someone else!


This report was posted on Ripoff Report on 10/26/2010 10:48 PM and is a permanent record located here: http://www.ripoffreport.com/r/Viator-Tours/internet/Viator-Tours-Worst-Customer-Service-Only-Cares-About-Money-NOT-Service-Internet-655629. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

From Viator Support

AUTHOR: Viator Support - (United States of America)

Hello,

My name is Loryanna and I work for Viator.com. I wanted to conduct a more thorough investigation into your complaint, so I wanted to see if you would be willing to provide me with a booking number or the e-mail address that you used to book with Viator.com. I realize you probably don't want to put that information out here on the web, so do feel free to e-mail me directly at loryanna@viator.com.

Once I have had a better chance to investigate what has prevented us from offering you a refund, I would be happy to give you a better explanation. Alternatively, if I find we're able to give you a refund, I would be happy to give you that good news as well.

I'm looking forward to hearing from you. Thank you in advance for your time.

Loryanna Michalek

Viator.com Customer Service

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