CruiseDirect.com Lack of Post-Resdervation Communications, No response to e-mails Internet

Booked cruise through CruiseDirect.com in 2012, excellent service, personalized attention, terrific service, wrote glowing reports following cruise.  Booked same cruise, same itinerary with same representative for April 2015.  Initial service was great but any communications were unresponded, abruptly, as of beginning of January 2015. Shortly prior to cruise departure date,  finally reached representative on the phone who advised my "agent" and customer service director had both left the company and nobody was or had checked their incoming e-mail or voice messages.  Note, we had not received any advisory that our agent was no longer with cruisedirect.com.

Troubles began when the onboard credit amount, confirmed by providing the e-mail trail from when we booked the trip, was refused to be honored.  We arrived at the port only to learn the embarkation packet, provided by cruise line to the agency to be forwearded to us, had not been sent from cruisedirect.com. Amenitiies promised to be in our cabin were not and nobody onboard knew anything. These were to be provided as a courtesy.

After having such a good experience the first time,  it was disheartening, unaccerptable and inexcusasble to not receive the quality of service promised.  Additionally,  I sent an e-mail, through the website, to the firm as well as separate ones to both the President and CEO.  It has been 3 weeks and I've heard nothing from anyone other than excuses that they've been out of the office.

I don't expect anything will be provided to me other than a credit on my next booking with them.  That would be an easy offering and I would never book through them again.  Too many other agencies that provide me with stellar service,  make it known they appreciate my business and send me a note following the trip asking for my feedback.  We booked Conceirge Level Staterooms and received far lower service quality from cruisedirect.com