Great product and website BUT customer service is seriously lacking
I have been using RSH successfully, and without a hitch, for a long time but unfortunately this last week I have experienced a completely different side to the company. I had more than £30 credit on my account with an expiry date of 31st March 2013 which was showing very clearly. However, when I tried to use the voucher on this day, the system clearly showed the credit but wouldn't let me use it. I immediately emailed screen shots and phoned to confirm the problem. I was advised that nothing could be done until the email had been looked at. 3 days later I received an email advising that it would be looked at within 72 hours (by now 6 days later!) I was still trying to book my trip, but had to wait again. I contacted them again by various methods: emails (no reply), phone (won't help), Twitter (dismissed) and Facebook (we'll look into it but the computers won't go any faster!) I called again yesterday to get a resolution so that I could book my trip, and was then advised, quite rudely, that Evouchers expire on the day that it says, but at 5.40am in the morning !!!!! It does not say anywhere on the website that this is the case as 31st March remains that date until 1st April (normally!) I was advised that a supervisor would be needed and was promised a call back by 5pm. Needless to say, a day later and still no return call.
I am shocked by this level of customer service during the week, as apparently it is OK for RSH to steal this money from me. Obviously I won't continue to use RSH if this is the service on offer.