I don't argue that this company provides a good service to most of its customers however the problems arise when they can't provide what you specified and force an alternative down your throat without compromise or prior consultation.
It all started last year when I asked Limo Broker to hire a black 4x4 Jeep Limo for my sister in laws hen party. The sales rep suggested a Party Bus as an alternative/upgrade for the the same price but I stipulated "absolutely not, it's ugly, its not what we want". The sales rep told us the Jeep was booked however I would later received a phone call to confirm a Party Bus booking. I pointed out the error to the sales rep who acknowledged the mistake and supposedly changed the order back to the Jeep as requested.
Nervous due to the apparent enthusiasm of Limo Broker booking a Party Bus, I decided to call closer to the event in order to triple confirm our booking. I was horrified to find the Party Bus was still in play!? I disputed this immediately but was told it was an upgrade (not sure how something can be an upgrade if its something you stated you did not want and is worth the same value as your initial selection) and that the Jeep was not available due to a double booking. I asked for evidence of this but was informed there must have been a ‘glitch’ in the system.
I asked that the booking be cancelled and my deposit be refunded due to this ‘glitch in the system’ obviously being their fault. It was at this point that the sales rep, manager and complaints department suddenly denied ever using the word ‘glitch’ or any such ‘glitch’ existing, point blank refusing to refund my deposit. I could not believe the level of bare faced lies, rudeness and un helpfulness that I would then experience trying to rectify the issue.
I had received no email confirmation throughout the whole process so challenged this only to be told they had recorded our email address incorrectly. I asked to be forwarded the misrouted emails but was told they were unable to do so as they did not keep copies of sent emails. I found this very hard to believe.
Nothing however could prepare me for what happened next. During the complaints process I saved and documented all email correspondence between myself and the customer service rep. In these correspondence, the customer service rep explained the jeep we requested had been doubled booked and we must accept the upgrade as per their terms and conditions and on this basis would not refund the deposit. I phoned back several months later to discuss my complaint again only to be told I had never asked them for a Jeep and had specifically requested a Party Bus from the very first instance. My poor mind could not even begin to comprehend what I was being told. How could this possible after all the conversations that came before? Saved and documented conversations! are they mad!? I tried to challenge this new angle on my complaint only to have the customer service rep hang up on me and ignore my subsequent emails.
Avoid this company at all costs. I’ve already written a short novel above and that's not even half of my grievances with this company. I cannot warn you enough.
Vera Prom found this review useful
Excellent selection of whisky with a global roster to choose from. You'll find all the regular well known brands in addition to new and exciting bottles you won't find easily on the high street. I've already made some fantastic discoveries thanks to the well laid out website and customer review feature. Plus when they mail out your order its always professionally packaged with care and arrives on your door step in mint condition as if you just selected it from the shelf yourself.
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