Cardinal Flooring

Initial Business Response /* (1000, 5, 2015/05/14) */
Hello,
Thank you for your message. At this time, we are showing a full refund has already been processed to this customer.
We hope this meets the customer's satisfaction. Please let us know if you have any further questions or concerns....


All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Viator refunded the money only after hearing from Revdex.com

Initial Business Response /* (1000, 5, 2015/08/12) */
Hello,
The following message was sent to the customer in regards to this complaint:
We understand you are, in general, unhappy with the refund process with your tours. After further review we were able to determine the error:
When you...

called on July 30, 2015 and spoke with our contact center floor agent to request the refund they then transferred you to our customer service department to process the refund. You were advised that we could place the refund on another card as the customer service department does have the ability to do so. The unfortunate part that occurred is when processing the refund on the other card the system had an error occur which processed the refund on the cards that were used within the booking.
On Aug 6, 2015 when you contacted us back to inquire about the refund we were advising you that once a refund is processed through the
payment console system we are unable to retrieve or reverse that as the funds are already sent over electronically to your bank. Therefore this means that both of the following refunds have been processed to the following credit cards:
USD 273.32 - card xx [redacted]
USD 396.30 - card xx [redacted]
At this time we can only advise you to contact the banks in which your credit cards were obtained from as they have the funds and can
advise you on how to retrieve them.
Viator strives to achieve the highest standards in customer service and ensure all of our customers are happy with our service, therefore please accept our sincerest apologies that we did not meet your expectations this time.
[redacted], Viator appreciates your patronage and as a gesture of goodwill, we would like to extend the opportunity for you to experience another one of our tours, at a time and destination that suits your plans. We have included a Gift
Certificate to the value of 100 USD that can be redeemed at www.viator.com for any of our products.

Viator Booking: XXXXXXXXX
Gift Certificate Code: [redacted]
Expiry Date: 6 Aug 2017

We do look forward to being of assistance to you in the future.
[redacted]
Unfortunately, as indicated above, Viator no longer has access to the funds that were refunded. Those funds have been given back to the banks in charge of the credit cards to which the refunds were processed.
However - this is a fairly common issue for banks, and they are easily able to either transfer funds, or write a check for the customer to give the customer any funds that are attributed to a closed account. As indicated in the e-mail above, the customer need only contact their bank for additional assistance.
We do hope this information helps.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is completely unacceptable, I told you that I no longer had access to those cards due to them being prepaid cards. I had tried to contact the "bank" and without the full card numbers there is no way they can give me access to the money you owe me. On July 31, your representative insisted that I would get my money back on my debit card or through a check. You need to follow through with what your employee promised and refund my money to me. I will not stop until I'm paid what I'm owed. This is a screw up on your end and your employee promised I would get the money refunded to my current card that I have access to and your company needs to honor it.
Final Business Response /* (4000, 9, 2015/08/19) */
Hello,
Thank you for writing back. Unfortunately, as indicated above, Viator no longer has access to the funds that were refunded. Those funds have been given back to the banks in charge of the credit cards to which the refunds were processed.
The customer will need to get in touch with the bank to see what other information they might be able to provide to secure the funds be returned to them.
All the Best,
[redacted].
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
And as I stated that was an error on your Viators part. If you listen to the recorded phone call you will hear that I was promised to have to refunded on my current card. I have called the prepaid companies and there is no way to get the money or new card sent to me without the whole card number, which I stated again and again I did not have. You have a recorded telephone call stating your member said it would be refunded to my current debit card and VIATOR NEEDS TO HONOR THAT. I expect that VIATOR will own up to their mistake and send a check for the full refund to my residence. This was their mistake. And with their recorded phone call it proves that they have not done what they promised and are now screwing over someone who had been a loyal company instead of owning up to the mistake. If I mess up on my job I need to fix it and I expect them to give me a full refund ASAP. I will not be satisfied till I see my full refund and since they messed up and the prepaid companies have told me there's no way they can get the money since I do not have the full credit card number and I told VIATOR I needed it refunded elsewhere and was PROMISED it would be done that way this mistake is on them.

Initial Business Response /* (1000, 5, 2015/08/04) */
Hello [redacted],
Thank you for your message, and for your feedback. Our Customer Service department should have already been in touch with you, but I am told they processed a full refund for you.
Please let us know if you have any further...

questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response with issuing me a full refund. In the future, I would hope the company would honor what the customer orders and be able to provide that service.

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello,
Thank you for your message. We are showing the customer was successfully able to request a refund, and that it has already been processed. The customer has been e-mailed directly with details of the refund.
Please let us know if...

you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support

Initial Business Response /* (1000, 8, 2015/07/21) */
Hello,
Thank you for your message. We apologize for the delay in you receiving a reply. This message has been given to the Contact Center Manager who has advised me that a full refund has been given for this reservation.
An e-mail...

containing the details of this refund has also been sent to the e-mail address we have on file.
Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Received the refund today.
Thank you for helping me to receive this refund. Without BRevdex.com's intervention, they just ignored me.

Initial Business Response /* (1000, 5, 2015/08/12) */
Hello,
Thank you for your message and for your feedback. We apologize for any confusion this situation may have caused.
What appears to have happened is that our Tour Operator for this tour, JTB Sunrise, rejected the booking with a...

request for additional information. We have a way for the Tour Operator to contact us with a request for information that doesn't end up with your card being refunded and your booking cancelled - however, for reasons we believe have been caused by human error, they used the wrong code, and your tour and the funds for the tour were cancelled.
Unfortunately, the code supersedes the reasoning text, so when you were writing back to request additional information, our agents looked at the code number, but didn't look more into the code reasons to see the text for your cancellation.
We are following up with both the agents and our Tour Operator to ensure everyone is properly trained in the use of the system.
At this time, you have not been charged. The funds for your reservations were returned with the initial cancellation request by the tour operator. We are sorry to hear that we cannot assist you with rebooking, as you have indicated you are already rebooked. As we have already refunded the money for this transaction, we feel no further compensation is due.
We do hope this information helps, and we hope you have an excellent time on your trip to Japan.
All the Best,
[redacted]
Viator Customer Service
Initial Consumer Rebuttal /* (3000, 7, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from the business is the exact same response that I've received previously. As one will note while reading through the many messages I sent to Viator, one theme continues to remain - I used a 10% off promo code to book the original trip. The trip I booked was almost $50 off through this legitimate promo code that was advertised on the Viator mobile site. When the booking was "rejected" due to "lack of information" I asked for a new promo code. Every subsequent correspondence - including their response to the Revdex.com - NEVER acknowledges the promo code. To Viator, it's as if they decide to ignore a key component to my complaint hoping that I'll just go away. This is why I made the complaint to the Revdex.com under the sales practices category. This is why I reject the response from Viator.
Clearly Viator has challenges with customer service. While this in itself is not a reason to complain to the Revdex.com (it's more of an internal operational issue), I find it appalling that Viator's response to my complaint is 100% identical to the response they sent me on July 31, 2015. My complaint with the Revdex.com was opened on August 1, 2015 in response to their July 31, 2015 correspondence. In my Revdex.com complaint I included a document that shows the exact timeline and includes this response. It's clear that Viator doesn't take this complaint - or the Revdex.com for that matter - seriously when they cut and paste the same response they had previously sent me.
This is about sales practices, and the fact that Viator cancelled my trip not due to any other reason than I used at 10% off promo code that they didn't want to honor since I saved a considerable amount of money. By cancelling my order and then blaming the tour operator, and then blaming their internal people, and for all intents and purposes blaming me for not giving them my hotel (which is a lie, since they later sent me a link that contained my hotel), Viator continues to deflect the blame from what the true issue is - they didn't want to honor a legitimate promo code that I used.
I appreciate the Revdex.com giving me the opportunity to respond to this complaint. I hope that Viator will take future complaints seriously, because clearly cutting and pasting the same response they sent me after I took considerable time writing my complaint and submitting shows that they don't take my complaint seriously at all.
Final Business Response /* (4000, 9, 2015/08/19) */
Hello,
Thank you for writing back. Though we do understand this customer's frustration, we have written to the customer to explain what happened and the customer was fully refunded for this reservation.
At this time, we will not be taking further action concerning this reservation.
All the Best,
[redacted].
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Viator continues to ignore the underlying problem - I used a valid promo code to save 10% ($45 in this particular case) and they never wanted to honor the promo code. I have asked about this not only via the Revdex.com site but also through correspondence directly with Viator. Every single time the mention of the promo code and how this played into my cancellation is completely ignored - it's not simply brushed over, it's as if anything I write disappears. Viator claims that because my money was refunded they have done their job, and I strongly disagree. I want them to acknowledge that I used a legitimate promo code to save a considerable amount of money for a tour and that after the tour cancellation they never offered me a promo code to get the same price. This is why I submit (and will continue to submit) as a Sales Practice Issue. This is bait and switch with a twist - they get me to buy using a promo code, cancel due to phantom issues by claiming first the date wasn't available and then next claiming I didn't give them the right information, then never acknowledge that I even used a promo code to save 10%.
Viator - admit that I used a promo code and that even though I asked for another in order to rebook you completely ignored my request.

Initial Business Response /* (1000, 5, 2015/05/05) */
Hello,
Thank you for your message. Our vouchers do need to be exchanged for the proper agency - in this case, Julia Travel - which would be why Park Guell was unable to accept only the vouchers. The vouchers are to be redeemed with the...

company for the full tour.
Our call center agent did call to the tour operator, to see if a refund would be possible, as the customer indicated the tour operator had proceeded without them.
Unfortunately, the tour operator needed to have the tour depart on time, and they were not able to wait for the customer's arrival. We do provide the contact information and meeting point for the tour on the voucher, in case the customer requires that information on the day of travel.
We apologize for any inconvenience, however we feel that the tour operator and other companies in the area are not able to be faulted for their decisions in this matter.
We do hope this information helps. If you have any further questions or concerns, please feel free to let us know.
All the Best,
[redacted] M.
Viator Customer Support

I went to Viator website and if you look at reviews starting with one star reviews, you will quickly notice multiple entries complaining about exact same issues as me. It should be very obvious to Viator that there is a disconnect between what they are offering( customers are paying for) and what is...

actually being delivered. They obviously don't care or they would be fixing problems.

Initial Business Response /* (1000, 5, 2015/04/29) */
Hello,
Thank you for your patience. We have heard back from the tour operator on April 28, 2015 concerning this reservation, and are offering a full refund as per the notes from the tour operator. Please see the tour operator's reply below,...

as we believe it offers an excellent explanation of events.
Hello,
First of all, please offer a full refund to the client.
We are very sorry for what happened that day, but I'd like to explain what took place. ´
First of all, the customer was quite unhappy that he was going to have to share the transport. They had not booked a private tour, so I don´t know why they thought that they would be alone.
We were unable to collect them from the port in our van as the port authority has very strict rules about who can collect passengers. Only official taxis are allowed to operate there. Also, we don't like to have our tour bus doing the pick up in case the passengers [redacted] delayed and we are late for the main group.
What we always do is for the guide to meet the customers in the port and then they all take a taxi together out of the port to our minivan.
It's not ideal, but it has always worked for us in the past and nobody seems to be inconvenienced.
What happened later was very unfortunate. Local taxi drivers have been demonstrating recently about the Uber taxi app and the rise of illegal private taxis.This tour conincided with the big GSM Mobile Conference, and the city was flooded with illegal taxis.
We were stopped as part of a general crackdown on these kind of taxis. The police officer did not listen to our explanation that we were not a taxi and that we were, in fact, a tour operator. The fact that he checked everybody's passport [redacted] not unusual in this country where everybody is required by law to carry ID.
It was very embarassing for us and there was nothing we could do to prevent it. The only solution we could find at the time was to continue the tour in taxis. This was not at all typical of our tours, but we did in fact manage to complete the day, albiet in an unusual way.
This has never happened to us before, and I would like to pass ** my sincere apologies to thr client.
Best regards,
[redacted]
Please expect the refund to be credited within 3 - 7 business days. Thank you for your message, and please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and resolution to the issue at hand. It was disappointing to not be able to resolve this issue with the vendor directly and your efforts to help with the resolution are also appreciated.

Initial Business Response /* (1000, 5, 2016/01/29) */
Hello,
Thank you for your message. We are showing that this customer has been in communication with our Customer Support department concerning this reservation, and that she filled a Chargeback Request. We are not disputing the Chargeback at...

this time, so the customer should be receiving their funds back via the Chargeback request in whatever time frame their bank has advised to them.
We hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/15) */
Hello,
Thank you for your message. In order to better assist you, can you please write back with the booking number and the e-mail address you used to place your booking? Thank you in advance for your reply and we wish you Happy Travels....


All the Best,
[redacted].
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/10/01) */
Hello,
Thank you for your message. We are showing that the refund for this booking was successfully submitted on August 13, 2015. We received a report back from the Credit Card company on August 17, 2015 confirming the refund. Our...

Authorization code is XXXXXX to the credit card number ending in [redacted].
Unfortunately, we no longer have access to these funds. If the customer is not showing the refund to their card, we recommend they follow up with their credit card company for additional assistance.
All the Best,
[redacted].
Viator Customer Support

Initial Business Response /* (1000, 8, 2016/01/29) */
Hello,
Thank you for your patience. We have sent the customer the following e-mail, dated January 20, 2016.
Notification Email sent to Customer by [redacted] G
20 Jan 2016 13:49 PST
From: [redacted]@viator.com
To:...

[redacted]@yahoo.com
Subject: Refund Viator #BR-XXXXXXXXX - Naples and Pompeii Day Trip from Rome
Template ID: BASIC_NOTIFICATION_EMAIL
Message:
Dear [redacted]
Thank you for your [redacted] concerning your feedback about your Naples and Pompeii Day Trip from Rome.
Viator strives to work with the best local providers in each destination to bring you unforgettable holiday experiences. We take any customer feedback and concerns about their experiences seriously and work with our suppliers to ensure they are providing high quality products.
Holiday activities don't always go according to plan, but if there is regular negative customer feedback on a particular product or supplier and they do not address those concerns to our satisfaction, we will remove them from our product line-up.
We regret that the tour did not meet your reasonable expectations on this occasion and have passed your comments on to our Product Department and the local tour operator for their review.
As a gesture of goodwill, a full refund of USD 415.56 has now been processed to your credit card. Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We look forward to being of service to you in the future.
Kind regards,
[redacted] G
Viator Customer Relations
http://www.viator.com
[redacted]
We do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted]
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 10, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/05/22) */
Hello,
Thank you for your message. I've been told that we will be extending a full refund for the Beach Blanket Babylon Show Tickets. Please look for an e-mail from [redacted]@viator.com with complete details of the refund.
All the Best,...


[redacted] M.
Viator Customer Support

Initial Business Response /* (1000, 6, 2015/06/03) */
Hello,
Thank you for your message. In order to follow up with your reservation, can you please provide us with your order number and the e-mail address you used to make your booking?
Thank you in advance for your reply, and we do hope...

the rest of your trip was excellent.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 8, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business asked for additional information.
Final Business Response /* (4000, 11, 2015/06/12) */
Hello [redacted],
Thank you for your message. In order to better research your concerns, can you please write back with the booking number and the e-mail address you used to book?
Thank you in advance.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 13, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was given an itinerary number: IT-XXXXXXXX and product booking reference: BR-XXXXXXXXX. The booking email is [redacted]@gmail.com. I have a Viator account associated to that email, under the username [redacted]
I have been giving this information for two times. I hope you can really see it this time! It has been taking too long for something that happened in early May!

Initial Business Response /* (1000, 5, 2015/06/15) */
Dear [redacted] ,
Thank you for contacting Viator.
We are showing that the fax was replied to via e-mail on June 12, 2015. The response read as follows:
We appreciate your feedback regarding your New York City Explorer Pass. We...

regret you did not enjoy the New York City Explorer Pass ** its fullest, however in reviewing the information given on the site, we believe you received the protect as advertised. Please note that while our website does mention travel to the Statue of Liberty, it does not state that you will be able to go up the Statue of Liberty with our ticket.
We apologize for any inconvenience, but we do hope this information helps and we hope that we can be of service to you for other travel product bookings in the future.
Kindest regards,
[redacted] M
Viator Customer Relations
http://www.viator.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello -
I asked [redacted] at Hollywood planet where I was instructed to get my tickets for information. She wasn't friendly and she called me "mommy." The Bus passes [redacted] a fraud as the busses were dirty with tons of garbage from other passengers. I didn't have the option to buy tickets to go up to the statue of liberty and I was stuck in ground because no one explained this to me and I am still requesting a refund. I am just going to publish this all over the media and VIATOR don't deserve to have any customers at all and if they continue cheating people, very soon they would be our of business. Shame on them. [redacted]
Final Business Response /* (4000, 9, 2015/06/24) */
Hello,
Thank you for writing back. We wish to address each of the concerns listed in your rebuttle individually:
Unfortunately [redacted] is not an employee of Viator.com. Either she is employed for the Local Tour Operator or for Hollywood Planet, but we are unable to follow up with her to know what you were told. For that reason, we can only speak to what you were informed based on our website, or through any direct communication with us.
We do apologize that the buses did not live up to your expectations, however they are only one part of the New York pass, and were accessible to you as a part of that pass.
As stated before, our website does not specify that you will be able to go up inside the Statue of Liberty. The Statue of Liberty is sometimes a closed attraction, and is controlled by the local government. Unfortunately, we don't have any control over their ticket sales or availability.
The New York City Explorer Pass [redacted] a variety of options to travelers who are going to New York City. Again, we do apologize that you feel you were not able to use this pass ** it's fullest extent, however the pass [redacted] available and open to be used in the manner listed on our website.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 11, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They should be passing ** messages to their contractors so they can improve. I am planning to get tickets through Viator if they are not going to assume any responsibility. Thank you.

Initial Business Response /* (1000, 5, 2015/11/12) */
Hello,
Thank you for your message. Fortunately, we were able to find this customer's reservation via their name. For reference, the booking number is BR-XXXXXXXXX.
Our notes in the account indicate the following:
CUST CALLED and was...

not picked up for either arrival or departure. Stated that supplier did not have reservation for her. Requesting refund. I called the supplier ([redacted]) who stated if the cust has her voucher she can get her refund. I asked the cust if she had her voucher; she stated they took it from her upon her arrival and gave her a ticket for the pickup departure; which never materialized. Airport express stated they could do nothing for her from the airport to her hotel. I called the supplier ([redacted]) back and explained the situation. She transf me to the payroll dept because they are the ones that handle this. Supplier states cust will need to mail ticket to their office (address on back of ticket) to the attention of [redacted]. When supplier rec ticket they will call us to refund the cust. As far as the ride to the hotel, she trans me to a Mr. [redacted] who did not answer. Adv cust to mail ticket to addr specified on back of ticket. Cust is upset and will call her credit card company to dispute.
[redacted]
This note was left on November 9, 2015. We will need the customer to follow the instructions given by our Tour Operator in order to be refunded. At this time, she has not been outright refused for a refund, but we are unable to assist until the steps given are followed.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted]
Viator Customer Support

Initial Business Response /* (1000, 5, 2015/07/07) */
Hello,
The following message was sent to the customer on July 2, 2015
Dear [redacted],
Thank you for your patience.
A full refund of $64.99 has now been processed to your credit card, for your cancelled Petropolis Day Trip from Rio...

de Janeiro including Imperial Museum and Crystal Palace booking.
Please note that the refund may take 3-7 business days to appear on your credit card, depending on your individual bank.
We look forward to being of service to you in the future.
Kind regards,
[redacted]
Viator Customer Relations
http://www.viator.com
[redacted]
We hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, Dodjie[redacted]

Initial Business Response /* (1000, 5, 2015/05/07) */
Hello,
Thank you for your patience. We have had our Customer Service department reach out directly to the customer with an explanation of events and a refund for her tour.
Please let us know if you have any further questions or concerns....


All the Best,
[redacted] M.
Viator Customer Support