Great when it works but Customer Service useless

“Great when it works but Customer Service useless”

Written on: 15/06/2012 by freccle (1 review written)

I've had a dozen or so more KGB deals and in the main they've been fine but the problems arise when you can't get in touch with the merchant offering the deal or the deal turns out to be a load of rubbish.
I bought a massage voucher but despite numerous phone calls, emails etc I've still had no response from them. Now if this was Groupon, I'd get in touch and they'd refund straight away. But KGB quotes their terms and conditions which says you can only cancel within the first 7 days. I've emailed back and forward and they've said they'd get the merchant to contact me - which they haven't and will look at it again when the voucher expires at the end of July.
The other was a 3 day trip to Scotland that I bought as a 50th wedding anniversary present for my sister and it turns out the hotel was an absolute dump that catered for building workers working away from home during the week and far from being a country retreat was in the middle of a run down council estate. My sister and her husband stayed one night, sleeping in their clothes because at the time they got their it was too late to find somewhere else. I reported this to KGB and they couldn't have cared less.
I think the problem is that as opposed to Groupon, who only pay the merchant when the voucher is redeemed, KGB send half the cost of all the voucher sold straight away, with the balance after 6 months. This means that even if they were willing to refund, they have to get it back from the merchant first

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