Cruise Value Center - Poor Service/Holds Refunds
EAST BRUNSWICK, NEW JERSEY -- To say the least my first experience taking a cruise will probably be my last. From the start there were problems with this travel agent starting with the price quoted was not the price that was invoiced. Although that was resolved, the problems continues including checks that were held for two weeks plus, cashed and not applied to the accounts. Although the price was fantastic, the service is less than acceptable.
Due to an unexpected medical situation I had to cancel the entire booking. It took multiple calls to this company including a conference call that the cruise company Carnival had to initiate to even submit the cancellation. The cancellation was placed with a manager on Nov. 4th, and follow-up assured me that it was in process.
December 12th, Monday more calls were made to this agency, with the following excuses. Placed on hold, told their computers were down (however they were not down to take orders), told to call back. Called back now the person who does the refunds was not in, left a message. No return call. Called Carnival to find out that they had already been refunded by Carnival (quite some time ago), and that the refund agent will call right away. 30min later still no call, called the Refund person, and they had the wrong address, tried to give the story of it takes 6-8 weeks, and they would process the check by Wednesday. Found out that others who had to cancel had already received a check. Supervisor advised the trip organizer "your friend needs to chill out". Also despite a fax with my address, they had to wrong address.
Called Dec. 14th, Refund agent was out of the office and no check had been cut. Talked with a manager who advised she was sorry, check would be cut tomorrow, and fedXed to arrive by Monday. At this point in time I don't believe a word of what they say.
Bottom line, I have filed with the BBB, and Attorney General, and my recommendation is look this company up in the BBB before you book.
Maybe this is a one off situation, however, their attitude on refunding my $700+ dollars has been one of total disconcern. Mistakes happen however I expect a company to at least care enough to fix them.
It is a shame as they have good prices but they are not worth the hassle. If I ever take a cruise it will be with someone else.