Seven days after E-mailing my complaints, I'd heard nothing, so called to enquire whether my complaint had at least been viewed. This was Tues 14th April.
Unfortunately, the person to whom it was addressed was not present, and the person dealing with my call initially failed to find any such missive. After being put on hold for a while, she did indeed manage to locate it, but unfortunately lacked any knowledge as to whether anyone was dealing with it or not. I was advised to "allow up to 28 days" for any response.
However, today (Thurs 16th), I returned home from work to a letter dated Mon 13th, and a cheque, representing a full refund. I guess there's still a need for a little more communication within their admin dept!
In all honesty, I wasn't expecting a true refund. At best, I expected so many vouchers for so many nights free camping at some time in the future... which of course, I doubt I would have made use of, short of giving it away to someone who may appreciate it more!
Must admit, the letter itself came across as genuinely apologetic, with talk of "dismay", and promises to "improve certain aspects of their service". It wasn't a grovelling apology. It wasn't sycophantic, nor patronising. It did however, come across as genuine, honest, fair, and professional.
This was never about the financial side of things, and more to do with respect, professionalism, and customer relations.
Following such an unexpected, but much appreciated result, as soon as the cheque has cleared, I'll be forwarding an appropriate amount to H4H. Afterall, "there's always someone worse off"!
Sorry to hear about the campsite - I remember this was a special time for you and your family as you had said on other posts. What a disappointment but glad you found somewhere else and finally got to enjoy and relax.
Happy to hear you finally got acknowledgement and a letter with full refund. The trouble with some of the bigger sites they get greedy and think people will put up with anything they're given. I am so glad you complained, let's hope it will improve their service.
Like you, we prefer the smaller sites who tend to look after their customers and have pride in their sites. Mind you we do spend a long time researching for which, as you know, I have praised and thanked UKCS for honest reviews.
------------- May - Dorset
July - Saundersfoot
September - S. Wales
October - S. Wales
Quote: Originally posted by Mucker1884 on 16/4/2015Seven days after E-mailing my complaints, I'd heard nothing, so called to enquire whether my complaint had at least been viewed. This was Tues 14th April.
Unfortunately, the person to whom it was addressed was not present, and the person dealing with my call initially failed to find any such missive. After being put on hold for a while, she did indeed manage to locate it, but unfortunately lacked any knowledge as to whether anyone was dealing with it or not. I was advised to "allow up to 28 days" for any response.
However, today (Thurs 16th), I returned home from work to a letter dated Mon 13th, and a cheque, representing a full refund. I guess there's still a need for a little more communication within their admin dept!
In all honesty, I wasn't expecting a true refund. At best, I expected so many vouchers for so many nights free camping at some time in the future... which of course, I doubt I would have made use of, short of giving it away to someone who may appreciate it more!
Must admit, the letter itself came across as genuinely apologetic, with talk of "dismay", and promises to "improve certain aspects of their service". It wasn't a grovelling apology. It wasn't sycophantic, nor patronising. It did however, come across as genuine, honest, fair, and professional.
This was never about the financial side of things, and more to do with respect, professionalism, and customer relations.
Following such an unexpected, but much appreciated result, as soon as the cheque has cleared, I'll be forwarding an appropriate amount to H4H. Afterall, "there's always someone worse off"!
Blimey, sometimes you sound quite posh.
Glad you got some sort of outcome, even if all you wanted was to camp on a flat dry bit of grass with a few amenities after all. Geoff
Sorry to hear of this duff experience Mucker, but glad the conclusion was fair.
Can you name the site now, I'm being thick as I have not guessed which one is being talked about
Their was a more positive report here a couple of weeks later, so at least it proves they can get things rights.
After my own subsequent "investigations", it seems they only shoot themselves in the foot come Bank holidays, trying to cram too many in! Plenty of positive reviews at other times, but looking elsewhere on the net, it's clear we weren't the only ones they let down that weekend!
To be fair, the admin side of things throughout the whole process never filled us with any confidence, even before our arrival!
I'm just glad we had the foresight to make that call, and try elsewhere, rather than return home in a sulk! At least the whole weekend wasn't ruined... quite the opposite, in fact!
D'ya know what, mon ami... no, I don't think we'll bother!
Ooh... seeing as I was rude enough to follow you, 18 months ago, feel free to reciprocate, by following me here. Our pitch number was L00, if you're interested!
A day of all things motorhome and campervan. The show is held both in the main indoor arena and across the grounds. Catering, hot drinks and food options are available. Easy access to the site and free parking included. Win one of five pairs of day tickets
Topic: My latest trip report...
