Thanks for your patience with regards to Revdex.com complaint ***. We were contracted to collect customer's baggage after a cruiseUpon disembarkation our agent was not at the predetermined location in time to meet with customerThe customer chose to simply leave with her baggage and not
contact us to sort out- we were not given an opportunity to make the situation better for the customerWe had been trying for days to reach customer and after several unsuccessful attempts simply refunded the client in fullThe client has been unresponsive to emails and phone calls not affording us any opportunity to discuss what specifically happened. --*** ***
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For over years of business, our company has required a deposit for all clients who make a reservationThe amount of deposit depends on the length of stayWe have a limited amount of guest suites and if clients book and block rooms and then cancel we cannot fill those suites, therefore revenue
is lost. The deposit is a commitment from the guest that they indeed intend to honor the reservation that they madeIt is also our commitment to hold that suite and not sell it to another guestIf, people are unsure of actually keeping the reservation or are unsure of the dates, then that should be told upfront to us and we would hold the reservation to the side, but not guarantee the suiteImagine how upset our guests would be if we took deposits and not held the suite for them? Maybe give it to someone else who has a longer stay? That is not how we have conducted our business and never will. We tell all of our clients that the deposits are non refundable nor transferrable, when they make the reservationWe do understand that things and happen and we do our best to accommodate every client on a case by case basisPlease remember, every time we make a credit card transaction it cost our little company feesThis is goes for making a deposit, paying a bill and a refundSo, with this transaction that is being complained about, we lost twiceOnce for taking a deposit and once for providing the refund. So, we did provide this client his refund in full and lost money
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. I did get my refund after going to the place of business, but, I was not told that my deposit was not refundable when I made the reservation on the phone. I understand why they do not do so but, for a better business practice there should be a deadline given and after the deadline the funds not be refundable. Therefore, I will not do business with this company in the future
Sincerely,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Luggage Forward offered the $100.o0 prior to this complaint. Its sole reason for not refunding me a portion of the service price is that it was delivered prior to the "guaranteed delivery date." The company should not benefit from charging its customers to deliver luggage damaged so long as it gets the damaged luggage where it needs to be early. The date of delivery has nothing to do with the damage. If I paid $466.00 to have two pieces of luggage delivered safely and only one was delivered safely, I would expect that the company refund me half of that delivery service ($233.00). I am requesting $100.00 that was already agreed upon for the actual luggage and a refund of the $233.00 service charge since the company did not properly complete its service.
Regards,
[redacted]
To whom it may concern, Thank you for bringing this complaint to our attention. We collected the luggage for Mr. [redacted] on August 21st (his scheduled pickup date) and we delivered the luggage on the August 24th, almost a full week prior to his guaranteed delivery date of August 30th. The...
client reported damage to their suitcase on August 29th and provided proof of the damage to us on August 31st. We replied the same day and offered reimbursement for the value of the bag. Mr. [redacted] submitted a website link of the suitcase which showed its value at $70. We offered $100 to cover any taxes or possible shipping fees to try to make things as right for them as we could. We asked for an address to send the reimbursement check to, but we have yet to receive a response. Luggage Forward does not offer reimbursement on the order total for damaged shipments. Our terms of service state: “In the event that an Item is picked up on the scheduled delivery date and does not arrive on or before 11:59pm local time on the guaranteed delivery date... Luggage Forward will provide a reimbursement for the amount paid in full for the shipment of the delayed Item.” Since the luggage did arrive on time, we can only offer a reimbursement on the damage to the luggage.One element of the complaint that needs to be clarified is that the client stated that they purchased an “additional couple hundred of dollars for insurance.” Luggage Forward does not provide insurance but rather value protection against loss or damage. We give each client up to $500 with compliments for any damage or loss that might happen to each piece of luggage. This amount covers for replacement costs or repair costs of the luggage. The client did not pay to increase their value protection and maintained this amount at $500 on each bag. The client in total paid $466 USD to send the bags from the United Kingdom to the United States which would be the base shipping cost.A full copy of our terms of service can be seen here: https://www.luggageforward.com/legal/terms-of-service/We feel terrible about the situation and we are still willing to work this out with the customer directly. We are still willing to reimburse the client $100 for the damage that did happen to their luggage. Please let us know if you need further clarification. Respectfully,
[redacted]
Thanks for your patience with regards to Revdex.com complaint ***. We were contracted to collect customer's baggage after a cruiseUpon disembarkation our agent was not at the predetermined location in time to meet with customerThe customer chose to simply leave with her baggage and not
contact us to sort out- we were not given an opportunity to make the situation better for the customerWe had been trying for days to reach customer and after several unsuccessful attempts simply refunded the client in fullThe client has been unresponsive to emails and phone calls not affording us any opportunity to discuss what specifically happened. --*** ***
***
** *** *** ***
For over years of business, our company has required a deposit for all clients who make a reservationThe amount of deposit depends on the length of stayWe have a limited amount of guest suites and if clients book and block rooms and then cancel we cannot fill those suites, therefore revenue
is lost. The deposit is a commitment from the guest that they indeed intend to honor the reservation that they madeIt is also our commitment to hold that suite and not sell it to another guestIf, people are unsure of actually keeping the reservation or are unsure of the dates, then that should be told upfront to us and we would hold the reservation to the side, but not guarantee the suiteImagine how upset our guests would be if we took deposits and not held the suite for them? Maybe give it to someone else who has a longer stay? That is not how we have conducted our business and never will. We tell all of our clients that the deposits are non refundable nor transferrable, when they make the reservationWe do understand that things and happen and we do our best to accommodate every client on a case by case basisPlease remember, every time we make a credit card transaction it cost our little company feesThis is goes for making a deposit, paying a bill and a refundSo, with this transaction that is being complained about, we lost twiceOnce for taking a deposit and once for providing the refund. So, we did provide this client his refund in full and lost money
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved. I did get my refund after going to the place of business, but, I was not told that my deposit was not refundable when I made the reservation on the phone. I understand why they do not do so but, for a better business practice there should be a deadline given and after the deadline the funds not be refundable. Therefore, I will not do business with this company in the future
Sincerely,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Luggage Forward offered the $100.o0 prior to this complaint. Its sole reason for not refunding me a portion of the service price is that it was delivered prior to the "guaranteed delivery date." The company should not benefit from charging its customers to deliver luggage damaged so long as it gets the damaged luggage where it needs to be early. The date of delivery has nothing to do with the damage. If I paid $466.00 to have two pieces of luggage delivered safely and only one was delivered safely, I would expect that the company refund me half of that delivery service ($233.00). I am requesting $100.00 that was already agreed upon for the actual luggage and a refund of the $233.00 service charge since the company did not properly complete its service.
Regards,
[redacted]
To whom it may concern, Thank you for bringing this complaint to our attention. We collected the luggage for Mr. [redacted] on August 21st (his scheduled pickup date) and we delivered the luggage on the August 24th, almost a full week prior to his guaranteed delivery date of August 30th. The...
client reported damage to their suitcase on August 29th and provided proof of the damage to us on August 31st. We replied the same day and offered reimbursement for the value of the bag. Mr. [redacted] submitted a website link of the suitcase which showed its value at $70. We offered $100 to cover any taxes or possible shipping fees to try to make things as right for them as we could. We asked for an address to send the reimbursement check to, but we have yet to receive a response. Luggage Forward does not offer reimbursement on the order total for damaged shipments. Our terms of service state: “In the event that an Item is picked up on the scheduled delivery date and does not arrive on or before 11:59pm local time on the guaranteed delivery date... Luggage Forward will provide a reimbursement for the amount paid in full for the shipment of the delayed Item.” Since the luggage did arrive on time, we can only offer a reimbursement on the damage to the luggage.One element of the complaint that needs to be clarified is that the client stated that they purchased an “additional couple hundred of dollars for insurance.” Luggage Forward does not provide insurance but rather value protection against loss or damage. We give each client up to $500 with compliments for any damage or loss that might happen to each piece of luggage. This amount covers for replacement costs or repair costs of the luggage. The client did not pay to increase their value protection and maintained this amount at $500 on each bag. The client in total paid $466 USD to send the bags from the United Kingdom to the United States which would be the base shipping cost.A full copy of our terms of service can be seen here: https://www.luggageforward.com/legal/terms-of-service/We feel terrible about the situation and we are still willing to work this out with the customer directly. We are still willing to reimburse the client $100 for the damage that did happen to their luggage. Please let us know if you need further clarification. Respectfully,
[redacted]