TravelZoo
Complaint 288202 Details

I've bought pretty much hundreds of coupons and there is one thing in common with these companies that TravelZoo DOES NOT have: good customer service, being reasonable depending on the circumstances and an idea of fairness.

I bought a voucher for 2 people to have brunch at a local restaurant and thought it would be something cool to do. Well--it WOULD have been if we were actually able to get reservations to the place. Needless to say, I tried thoroughly and we could NOT.

I called for 3 different Sundays (Sunday Brunch was the deal) and without exaggeration each time I called 7-8 times before either giving up due to constant busy signals or ringing with no pickup--or finally reaching someone (twice only, for the second and third Sundays). Week 1: I called over and over and got busy signal or no answer so I gave up (I called literally 7+ times). Week 2 I called SEVERAL TIMES on Friday and Saturday and finally got someone Saturday who told me that they were all booked up for that Sunday, so I passed hoping that week 3 would work better. Then finally, week 3--the last week to use the voucher--I called on WEDNESDAY several times to get answer and was told they were all booked up for that Sunday. I found out a friend had that same voucher and had booked the week 3 Sunday but 2 WEEKS AGO, and asked them to ask if we could be added on to their reservation and they said the restaurant said: 'no since they were all booked up'. I tried calling on Saturday of the last week and after several attempts got someone who said they were all booked up. Then finally Sunday, I couldn't get through after literally calling 10 times! I gave up, being busy with other things to do.

Important note: I also found out my friend went to the restaurant and had to wait for over an hour as they had overbooked. They had like NO tables.

So here's where Travelzoo comes in. I called them and explained everything and especially that the voucher said 'Reservations Required' but, although I tried MANY TIMES, I was NOT able to get a reservation. I told them that this wasn't a fair business practice and that I was sure they had received other calls about this and the person on the phone did NOT dispute that. We went around in circles with the poor lady on the phone constantly having to go back to her 'supervisor' who flat out said--and for no good reason except 'it is company policy'--that they would do nothing about it and just to use the voucher for face value, like this was something that was fair and good. WTH? I told them that was extremely poor business practice and that they are pretty much reneging on their end of a contract since what they promised was essentially impossible to enjoy, and perhaps to escalate this and to change their policy to judge when the fairness of the voucher is in question. The same answer came back every time (something you would expect from a scam company when they've 'got you'), and I felt bad for the person on the phone (seeing as with Travelzoo all they do for you is the 'my supervisor' runaround, allowing you to take out your frustrations on someone who just repeats 'policy') so I let it go for her sake (there's no reason to make someone feel like crap because the company is basically screwing the consumer and has it built in so their employees get yelled at while they profit).

However, I did tell Travelzoo to file a complaint for me and that I would be taking all action possible to rectify this total unfairness, including telling everyone I know about it. The answer--over and over again--of 'well, you should have called us during the non-expiration time DOESN'T fly, because I was TRYING TO ACTUALLY GO TO THE RESTAURANT DURING THAT TIME.

INSTEAD, how about: 'Hey Travelzoo, why don't you actually screen and make sure that the restaurants you offer and the vouchers you offer ACTUALLY GIVE A FAIR CHANCE TO USE THEM?' or 'Why don't you try some fair business practices and some reasonable thoughts when running your business', instead of just trying to throw it back in the consumer's face?

Honestly, I have seldom had such a bad customer service experience in general, and NEVER EVER with other coupon sites. They get complaints like the one I'm making, they check it out, they try to be reasonable and we work it out. I'M not the one trying to pull a fast one here Travelzoo--YOU ARE. With Travelzoo--they basically say: 'well, you're SCREWED, too bad'.

Nice one Travelzoo; you'll feel THAT one eventually I'm sure.

P.S. I even asked for Travelzoo credit (which I wasn't at all sure I'd be able to use, but just to get a more fair resolution) and they said 'there's nothing we can do'. I said: 'yes there is, you can be reasonable and at least give me credit--you can definitely do that'.

P.P.S. I've read on other reviews that even when Travelzoo DOES offer credit, they make it so that you have to use the exact amount of credit or else the rest is forfeited. Pretty much sums up this company and their disregard for anything resembling customer service.
Honestly, I have seldom had such a bad customer service experience in general, and NEVER EVER with other coupon sites. They get complaints like the one I'm making, they check it out, they try to be reasonable and we work it out. I'M not the one trying to pull a fast one here Travelzoo--YOU ARE. With Travelzoo--they basically say: 'well, you're SCREWED, too bad'.

Nice one Travelzoo; you'll feel THAT one eventually I'm sure.

P.S. I even asked for Travelzoo credit (which I wasn't at all sure I'd be able to use, but just to get a more fair resolution) and they said 'there's nothing we can do'. I said: 'yes there is, you can be reasonable and at least give me credit--you can definitely do that'.