Alpharooms

Customer Service not brilliant but they have redeemed themselves

I was searching for accomodation for 1-3 Feb, after finding what I thought was a good deal I booked. After confirming my payment I realised the booking was for the next day 8/1 even though I had never changed any of my search dates. As this was at 10.30pm I tried the manage my booking bit on the website but the booking wasn't on there (and still isn't 11 hours later), I tried phoning the customer services number which was closed but did give an emergency contact number which was also closed. I then emailed them which I was told hadn't been received and was then told that the email address I sent it to wasn't monitored (this was the email from the confirmation)
I finally got through at 9am the next day, even though the website says they are open from 8am to be told I would still have to pay as they will be charged by their suppliers but they didn't seem interested in contacting their suppliers to look into this. I was also told that bookings can take up to 72 hours to come up on the manage my bookings bit.
As they use hotelbeds as their supplier you may as well go direct to them.

We got a message from the customer services team a couple of days later to say that they were going to give me a full refund and that has been done so I have changed my rating from 1 to 3 stars

I still think they need to look at their 1st line customer services as the standard answer is "it is in the terms and conditions" if they took the time to look into something I would have been happier even if it hadn't have gone my way.

09 January 2013

Reply from alpharooms.com

Hi Keith,

I am sorry about the experience you have had with alpharooms.com. I have passed your feedback to our customer relations team, who will be in touch shortly regarding a refund.

Please accept my apologies again.

Best wishes,
Victoria

Groupon UK

Why are all the apalling ratings on here for infurn

There appears to be something fishy going on here, all of the bad ratings on here refer to INFURN and not Groupon. These are getting edited and moved (mine was done earlier and I've reposted it. The poor ratings should be with infurn who seem to be improving theirs.

INFURN.com

Appalling Service - non communication from INFURN

I've had to repost this as it got moved under groupon for some reason, this is about INFURN not Groupon. I've also noticed that there are a lot of German reviews sneaking onto this (the directors of infurn are German) that are giving 5 stars and skewing the results. The pie chart has moved extensively today from really bad to half and half.

Had to rate as 1 star as it wouldn't let me put none.

As with everyone else on this forum I ordered the beanbag through Groupon which hasn't arrived as yet. My order gives the fake DHL reference which I have also tried with FedEx. Had no response to emails and calls. I tried the number given out previously for [name removed] but this was switched to engaged after ringing once.

Have done some research on the internet and they are part of a group called Infurn Holdings PLC which is listed on the Frankfurt Stock Exchange. Unfortunately they don't have a telephone number on their website only email contact. The contacts page is http://www.infurn-holdings.com/contact they do have an investor and media relations person on their which it may be worth contacting.

Aoife found this review useful