Failure to adhere to customer service claims
********** and I attended a Valentine's cruise and received horrible customer service. We have tried to voice our complaints to the company via phone calls and emails since 2/14/15. Each time we were told we had to contact *****, the Business manager. Until today, 4/2/15, she has not answered any phone calls or emails. She refuses to offer a refund and has only offered an appetizer cruise to replace the horrible experience - why would we want to come back? She hung up on me and refused to speak to me, stating I was not logical. She corrected me on a statement which she later admitted to my husband that she was incorrect herself. She also told my husband that I was being disruptive to her company by calling 30 times - I have not called the amount of times she stated and only called back because her employees continued to tell me to call back and ask for her when she was back in the office.
Seeking a full refund of $180.66
RESPONSE TO COMPLAINT:
**************** made reservations for a Valentines Day cruise. On board, they had absolutely no complaints. We had ***** waiting on them and she is the one that would have taken a complaint. After they ate their dinner and after they took the 2.5 hour cruise, The ******' complained that their food was not as hot as they would have liked. We can fix that on the boat; but they had already eaten the food. Also, they said they didn't request anything on the boat because they didn't want to disturb the other guests. They also commented that customers at the next table requested the same thing. Our entertainer sat next to this table. Actually, the next table was served Lamb for the first time and they decided that they did not particularly like the taste of lamb so we replaced their lamb with a steak. The ****** were offered complimentary cruises on the lake with lunch; but refused that. They said they had just moved to *********** and needed their money back due to the expense of moving. Since they took the boat ride, enjoyed the music, ate the meal and did not offer any complaints until after they got off the boat....the best we could do was offer an apology and a two complimentary lunch cruises.
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statements from the business are false accusations and further acknowledge their lack of customer care. On board the ship, we had multiple complaints that were voiced to our server (who was not *****) and then again to ***** (who appeared to be the manager on board) at the end of the cruise. ***** said she could not do anything for us but to call back during business hours the next week. We did not make a complaint concerning the temperature of our food after witnessing the tables next to us complain - one plate was simply reheated (not recooked) and the other was told their steak would have to be replaced with another dish as there were no steaks on board to recook. The only truth in the above statement is that we did in fact sit next to the entertainer, who upon boarding the ship, instructed the guests that he too was there to eat (with ******** and ************) and would play a few songs then sit at eat. During the times he was eating, the sound system (or radio) in the boat was turned on. We did not request to leave the boat while sailing because we were in fact in the middle of a lake and unable to get off the boat! We did not enjoy the boat ride, the music was horrible, and the meal was mediocre - not worth $170. We turned down an appetizer cruise, not a lunch cruise, because we would not come back to this business even for free. The statement that we need the money back to cover moving expenses is preposterous - this statement never came out of our mouths and we find it distasteful the management of this business would make such slanderous lies.
We requested a refund and even bargained for a partial refund as we knew there was some cost involved, but got a "you aren't getting any of your money back" response.
Final Business Response
********** was recorded on her last conversation due to an anticipated unwillingness to pay for anything. She received a 2 1/2 hour boat cruise, she ate most of her dinner and Queen's Landing offered her not only a sightseeing tour; but a $150 dinner cruise at night, plus other items; therefore Queen's Landing could be do anything to resolve the dinner. I personally was told that they had just moved to *********** and had a lot of moving expenses and just wanted their money back. ******
Final Consumer Response
The statements made by ****** at Queen's Landing are both false and unprofessional. The "anticipated unwillingness to pay for anything" is unwarranted as my husband I were required to pay for the dinner cruise in advance. The statement that "Queen's Landing offered...a sightseeing tour, $150 dinner cruise at night, plus other items; therefore Queen's Landing could be do anything to resolve the dinner" is also a false statement. We were denied any monetary refund and offered an appetizer cruise as repayment. Since the dinner cruise was just that, a cruise, we were forced to remain on the boat until it docked. Had we been at a restaurant, we would have left. Finally, the statement that she "personally was told that they had just moved to Lake Norman and had a lot of moving expenses and just wanted their money back" is both slanderous and sad. We had, in fact, told ****** that we recently moved to the Lake Norman area and were excited to take a lake cruise, but never brought up the cost of our move and aren't sure how this is relevant. We were originally very excited to take the dinner cruise on Lake Norman and were severely disappointed with both the cruise and the customer service received both during and after the cruise.