Cruise.com Complaint - Cruise.com did not provide Shipboard credit that was confirmed during my booking
PORT EVERGLADES, FLORIDA -- My experience booking with cruise.com has been completely unsatisfactory and unacceptable. After seeing a promotion on the website for $100 Shipboard credit and a complimentary bottle of wine, I booked a cruise in December 2010. My agent confirmed at least twice during our phone call that my booking did include the $100 shipboard credit and a complimentary bottle of wine. Other on-line cruise travel agents were also offering the $100 SBC, but I chose to book with cruise.com because cruise.com was the only site I found offering $100 SBC AND the complimentary bottle of wine (the price of the cruise was the same as on other sites). When I reviewed my cruise confirmation documentation emailed to me, I noticed that there was no mention in writing of the SBC or wine, and I immediately emailed on December 22nd asking for confirmation in writing that I could take on the ship with me. I again emailed on Jan 5. When I still received no response, I started calling and leaving voicemails between January 5th and Jan 11th. I also logged a query through the on-line “Contact Us” form. No responses. Today when I tried to call, I spoke to the first agent who happened to take my call; she indicated that she didn’t see anything about shipboard credit or wine on my reservation. So now I am very worried that cruise.com is not going to provide the package that was clearly sold to me. I could have booked with another travel agent and received the $100 shipboard credit, and I truly wish I had. I expect cruise.com to deliver the package that I purchased and that their sales representative confirmed to me, not something less. However I have little hope of ever hearing from them again as they have failed to contact me or provide any customer service after they received my money. This has been a horrible customer service experience.
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