My husband purchased a vacation package through Astar on March 4th. Astar confirmed that if he changed his mind, he would be fully reimbursed. With this in mind, he gave his credit card information. At 11:59 P.M. On March 4 (which is well beyond their advertised office hours), they confirmed his purchase. After discussions with me, he contacted Astar the next day to cancel his purchase at which time he was told by a customer representative that he would be reimbursed within 14 days. Well, that passed and he called again. At this time he was told that he would be reimbursed within 30 days. Well, that time has come and gone as well.
After many discussions with the customer representatives, his "file" was turned over to a supervisor. To date, we have never been contacetd by the "supervisor" nor have we been reimbursed our money.
I decided to call Astar myself on June 1 to deal with this matter. I asked for B (the supposed supervisor) and was told that she was out of the office. I asked to speak to B's supervisor at which time I was told that I was speaking to her and she gave me her name. As it turns out, this is the same person my husband has been dealing with all along. Now I am a little confused as to who is the actual supervisor.in any event, I asked this person if I could speak to her supervisor and she told me that her supervisor was the owner and that I was NOT ALLOWED to speak with him. I find this incredulous that I cannot speak to the owner of the company if I have a problem. What is a person supposed to do if they have a complaint about customer service... Call customer service? I asked for the owner's name so that I could write him and was told that they could not give out his information!!!
I inquired as to when we were going to be reimbursed our money. The customer service representative/supervisor told me that we would be reimbursed in due course. What does that mean? How many people are in line waiting to be reimbursed? She told me that the computer tells them when to reimburse people. How does the computer know!!! Surely, someone has to input the information. When I asked her who does this, she indicated that it was the owner who I am not allowed to know by name or contact... So I'm back to square one.
Needless to say, I am furious with the type of service we have received. I want people to know that this place is a rip off. They certainly don't hesitate to take your money at the time of purchase.
I will not give up until I get my money back!!!
Colleen
Woodslee, Ontario
Canada
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