Xperience Days Experience Days has Horrible Customer Service! Hoboken New Jersey
On March 1, I booked an "Extended Helicopter Ride for Two" in Atlanta, GA. The rep was very pleasant and accommodating by making special arrangements to have everything delivered to my work address instead of my home address since this was a surprise for my husband's 40th birthday.
The event was scheduled for Sunday, May 10th at 1:00pm. My husband and I arrived at 12:45pm very excited for our helicopter ride. As soon as we arrived the pilot informed us that our event had been cancelled due to maintenance!!! The pilot further stated that he'd tried to contact me several times but apparently had a work number and was not able to reach me. I confirmed the number and realized that he had only ONE number of the two that Xperience Days had in there system.
Understandably I was upset, embarrassed and disappointed for not being able to fulfill the surprise that I had arranged for my husband's birthday. Disgruntled, the pilot said he would contact Xperience Days to inquire about why he only had one number the next day.
On Monday (the next day), I contacted Xperience Days and spoke with two of the rudest most unsympathetic customer service reps that I've every experienced in my life. When the rep answered I said "I'm calling to get a refund on a trip that was cancelled"....the rep very dryly said "we don't give refunds" I said "Well, this event was canx'd by your company, not me" and she said "was it due to inclement weather?" and I said "NO! It was due to a helicopter needing maintenance!" she put me on hold for about 8 mins and returns to say "Well, I just talked to the pilot and he said he tried to call you several times so...you won't be getting a refund" By this time I was furious and began yelling in the phone...I told the rep that the pilot called me at 5pm on a Friday afternoon at my place of employment (when obviously I had left the office) and he called me on Sunday, at 10:5am, two hours before the event was scheduled when obvioulsy I was enroute. I told the rep that I had two numbers in their system and she swore that I only had one and it was my fault that I hadn't given them two numbers!!!
I couldn't believe it....now she was essentially calling me a liar...saying I had not given them two numbers so this fiasco was MY fault?!?!?!?!?!? I immediately asked to speak with another rep because I was not getting anywhere with this one. Before transferring my call, the rep chuckled and said "They are just going to tell you the same thing"
When the next rep got on the phone, she was even worse than the first. I told her that I wanted a refund because my event was canx'd due to maintenance NOT inclement weather as the site states...again she said "Well, we don't give refunds...all we can do is reschedule" I said "well, is there anything that you can do to accommodate me for this error on the part of your company?" she said "I don't understand what you're asking for" I said "Can you give me a discount toward a future event for my trouble of driving 60 miles to the event and having it canx'd once we arrived?" and she said "we don't give discounts, that's the nature of the business" At this point, I was outdone, basically in shock by the treatment of the reps that I talked to. There was not one time that anyone apologized for my inconvenience, no one was sympathetic towards my husband's birthday being ruined, no one said "we'll try to make the next experience worth your while" Nothing...instead they insisted on blaming me, the customer for everything that was obviously the fault of the company.
I told the rep that I would never use their services again, to which she said "that's fine" and hung up.
I do realize that things happen that are beyond anyone's control...(although a scheduling conflict regarding maintenance should be listed as one of the possible reasons that a pilot can cancel would be beneficial). What I am most uspet about is how rude and horrendous the reps were. When I ordered the service they were great, but as soon as a problem arose they were mean and evil. I noticed that someone else complained about their poor customer service on this site, I wish I would've looked her first or else I never would have booked a service through them.
Mrs. Collins
Atlanta, Georgia
U.S.A.
4 Updates & Rebuttals
Robb Young
Hoboken,New Jersey,
U.S.A.
Duplicate complaint. Customer reposted to deliberately mislead.
#5REBUTTAL Owner of company
Mon, July 27, 2009
On Tuesday, March 31st, 2009 at 12:00 an order was placed with www.XperienceDays.com by Ms Collins. The order was for an Xperience Certificate for the Extended Atlanta Helicopter Tour For Two Xperience Certificate. At the time of Gift Certificate purchase, Ms. Collins requested a reservation for the Extended Atlanta Helicopter Tour For Two.
At the time of purchase Ms. Collins also requested that the gift certificate be shipped on April 1st. The gift box with the gift certificate was shipped as requested and delivered on Apr 3, 2009 at 4:15 PM.
At the time of purchase and reservation, Ms. Collins was asked for the best phone number to contact her on incase either Xperience Days or the Pilot needed to contact her regarding the purchase of the gift or the scheduled reservation.
On Wednesday, March 31st, 2009 at 12:35 PM Ms. Collins received an email stating that her reservation request was received and she would receive a confirmation for the reservation via email. On Thursday, May 28th, 2009 at 1:17 PM Mr. Sivaram received an email stating that his reservation was confirmed for his first requested date of June 7th, 2009 and was again informed that the reservation was subject to the terms and conditions listed on http://www.xperiencedays.com/terms.asp which specifically state:
In limited cases, an experience that has been confirmed by an Xperience Days Inc. Service Provider and/or Xperience Days Inc. may need to be cancelled by the Service Provider. Participants will be able to re-schedule any experiences cancelled by Xperience Days Inc or its Service Providers.
On Wednesday, March 31st, 2009 the reservation for Ms. Collins was made by Xperience Days with Air Atlanta for the Extended Atlanta Helicopter Tour For Two. At the time of reservation, Xperience Days provided Air Atlanta, the company which operates the Helicopter Tour, with the contact information she gave to Xperience Days at the time of gift certificate purchase and reservation request. (Unfortunately, Ms. Collins did not provided Xperience Days with a cell phone number.)
On Wednesday, March 31st, 2009 at 1:08 PM Ms. Collins received the Reservation Confirmation for her scheduled Extended Atlanta Helicopter Tour For Two. The Reservation Confirmation included the contact information for Air Atlanta and specifically stated that she contact Air Atlanta if there were any questions with regards to the flight on the date of reservation.
On Monday, May 11th at 10:25 AM, the date after the scheduled reservation, Ms. Collins contacted Xperience Days and stated that the flight scheduled was cancelled due to a maintenance issue with the helicopter. Ms. Collins demanded a discount on future purchases due to the inconvenience.
During the call Ms Collins stated that she didn't understand why the Pilot did not have her cell phone number. The representative stated that the number that she provided at the time of requested was the number given to the pilot and that there was no record of her contact Xperience Days over the phone to provide an alternative phone number that was to be used by the Pilot. Ms. Collins then stated that she did not call Xperience Days to provide the updated phone number, but rather changed the information within her Xperience Days account. The Customer Service Representative explained that unfortunately the pilot does not have access to her account details on the Xperience Days website, they only have the information she provided to Xperience Days at the time of reservation. (Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.)
The Customer Service Representative explained that due to the nature of the Helicopter experience, they were subject to weather as well as any other issue that will affect the safety of the flight. The Representative informed Ms. Collins that she would be happy to reschedule the flight on any available date convenient for her and her guest.
Ms. Collins requested that the reservation be rescheduled for May 17th. Xperience Days rescheduled the reservation on her behalf on the date requested. Unfortunately the flight scheduled was cancelled due to weather. Ms. Collins subsequently requested that the flight be rescheduled on June 7th. There is no record of Ms. Collins contacting Xperience Days since she went on the flight.
Both Xperience Days and Air Atlanta made every effort to make sure that Ms. Collins Helicopter Flight Tour was as enjoyable an experience as possible. As soon as Air Atlanta was aware that there was an issue that would prevent her originally scheduled flight from taking place, the Company did their best to contact Ms. Collins at the number she provided to Xperience Days upon reservation.
Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.
Robb Young
Hoboken,New Jersey,
U.S.A.
Duplicate complaint. Customer reposted to deliberately mislead.
#5REBUTTAL Owner of company
Mon, July 27, 2009
On Tuesday, March 31st, 2009 at 12:00 an order was placed with www.XperienceDays.com by Ms Collins. The order was for an Xperience Certificate for the Extended Atlanta Helicopter Tour For Two Xperience Certificate. At the time of Gift Certificate purchase, Ms. Collins requested a reservation for the Extended Atlanta Helicopter Tour For Two.
At the time of purchase Ms. Collins also requested that the gift certificate be shipped on April 1st. The gift box with the gift certificate was shipped as requested and delivered on Apr 3, 2009 at 4:15 PM.
At the time of purchase and reservation, Ms. Collins was asked for the best phone number to contact her on incase either Xperience Days or the Pilot needed to contact her regarding the purchase of the gift or the scheduled reservation.
On Wednesday, March 31st, 2009 at 12:35 PM Ms. Collins received an email stating that her reservation request was received and she would receive a confirmation for the reservation via email. On Thursday, May 28th, 2009 at 1:17 PM Mr. Sivaram received an email stating that his reservation was confirmed for his first requested date of June 7th, 2009 and was again informed that the reservation was subject to the terms and conditions listed on http://www.xperiencedays.com/terms.asp which specifically state:
In limited cases, an experience that has been confirmed by an Xperience Days Inc. Service Provider and/or Xperience Days Inc. may need to be cancelled by the Service Provider. Participants will be able to re-schedule any experiences cancelled by Xperience Days Inc or its Service Providers.
On Wednesday, March 31st, 2009 the reservation for Ms. Collins was made by Xperience Days with Air Atlanta for the Extended Atlanta Helicopter Tour For Two. At the time of reservation, Xperience Days provided Air Atlanta, the company which operates the Helicopter Tour, with the contact information she gave to Xperience Days at the time of gift certificate purchase and reservation request. (Unfortunately, Ms. Collins did not provided Xperience Days with a cell phone number.)
On Wednesday, March 31st, 2009 at 1:08 PM Ms. Collins received the Reservation Confirmation for her scheduled Extended Atlanta Helicopter Tour For Two. The Reservation Confirmation included the contact information for Air Atlanta and specifically stated that she contact Air Atlanta if there were any questions with regards to the flight on the date of reservation.
On Monday, May 11th at 10:25 AM, the date after the scheduled reservation, Ms. Collins contacted Xperience Days and stated that the flight scheduled was cancelled due to a maintenance issue with the helicopter. Ms. Collins demanded a discount on future purchases due to the inconvenience.
During the call Ms Collins stated that she didn't understand why the Pilot did not have her cell phone number. The representative stated that the number that she provided at the time of requested was the number given to the pilot and that there was no record of her contact Xperience Days over the phone to provide an alternative phone number that was to be used by the Pilot. Ms. Collins then stated that she did not call Xperience Days to provide the updated phone number, but rather changed the information within her Xperience Days account. The Customer Service Representative explained that unfortunately the pilot does not have access to her account details on the Xperience Days website, they only have the information she provided to Xperience Days at the time of reservation. (Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.)
The Customer Service Representative explained that due to the nature of the Helicopter experience, they were subject to weather as well as any other issue that will affect the safety of the flight. The Representative informed Ms. Collins that she would be happy to reschedule the flight on any available date convenient for her and her guest.
Ms. Collins requested that the reservation be rescheduled for May 17th. Xperience Days rescheduled the reservation on her behalf on the date requested. Unfortunately the flight scheduled was cancelled due to weather. Ms. Collins subsequently requested that the flight be rescheduled on June 7th. There is no record of Ms. Collins contacting Xperience Days since she went on the flight.
Both Xperience Days and Air Atlanta made every effort to make sure that Ms. Collins Helicopter Flight Tour was as enjoyable an experience as possible. As soon as Air Atlanta was aware that there was an issue that would prevent her originally scheduled flight from taking place, the Company did their best to contact Ms. Collins at the number she provided to Xperience Days upon reservation.
Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.
Robb Young
Hoboken,New Jersey,
U.S.A.
Duplicate complaint. Customer reposted to deliberately mislead.
#5REBUTTAL Owner of company
Mon, July 27, 2009
On Tuesday, March 31st, 2009 at 12:00 an order was placed with www.XperienceDays.com by Ms Collins. The order was for an Xperience Certificate for the Extended Atlanta Helicopter Tour For Two Xperience Certificate. At the time of Gift Certificate purchase, Ms. Collins requested a reservation for the Extended Atlanta Helicopter Tour For Two.
At the time of purchase Ms. Collins also requested that the gift certificate be shipped on April 1st. The gift box with the gift certificate was shipped as requested and delivered on Apr 3, 2009 at 4:15 PM.
At the time of purchase and reservation, Ms. Collins was asked for the best phone number to contact her on incase either Xperience Days or the Pilot needed to contact her regarding the purchase of the gift or the scheduled reservation.
On Wednesday, March 31st, 2009 at 12:35 PM Ms. Collins received an email stating that her reservation request was received and she would receive a confirmation for the reservation via email. On Thursday, May 28th, 2009 at 1:17 PM Mr. Sivaram received an email stating that his reservation was confirmed for his first requested date of June 7th, 2009 and was again informed that the reservation was subject to the terms and conditions listed on http://www.xperiencedays.com/terms.asp which specifically state:
In limited cases, an experience that has been confirmed by an Xperience Days Inc. Service Provider and/or Xperience Days Inc. may need to be cancelled by the Service Provider. Participants will be able to re-schedule any experiences cancelled by Xperience Days Inc or its Service Providers.
On Wednesday, March 31st, 2009 the reservation for Ms. Collins was made by Xperience Days with Air Atlanta for the Extended Atlanta Helicopter Tour For Two. At the time of reservation, Xperience Days provided Air Atlanta, the company which operates the Helicopter Tour, with the contact information she gave to Xperience Days at the time of gift certificate purchase and reservation request. (Unfortunately, Ms. Collins did not provided Xperience Days with a cell phone number.)
On Wednesday, March 31st, 2009 at 1:08 PM Ms. Collins received the Reservation Confirmation for her scheduled Extended Atlanta Helicopter Tour For Two. The Reservation Confirmation included the contact information for Air Atlanta and specifically stated that she contact Air Atlanta if there were any questions with regards to the flight on the date of reservation.
On Monday, May 11th at 10:25 AM, the date after the scheduled reservation, Ms. Collins contacted Xperience Days and stated that the flight scheduled was cancelled due to a maintenance issue with the helicopter. Ms. Collins demanded a discount on future purchases due to the inconvenience.
During the call Ms Collins stated that she didn't understand why the Pilot did not have her cell phone number. The representative stated that the number that she provided at the time of requested was the number given to the pilot and that there was no record of her contact Xperience Days over the phone to provide an alternative phone number that was to be used by the Pilot. Ms. Collins then stated that she did not call Xperience Days to provide the updated phone number, but rather changed the information within her Xperience Days account. The Customer Service Representative explained that unfortunately the pilot does not have access to her account details on the Xperience Days website, they only have the information she provided to Xperience Days at the time of reservation. (Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.)
The Customer Service Representative explained that due to the nature of the Helicopter experience, they were subject to weather as well as any other issue that will affect the safety of the flight. The Representative informed Ms. Collins that she would be happy to reschedule the flight on any available date convenient for her and her guest.
Ms. Collins requested that the reservation be rescheduled for May 17th. Xperience Days rescheduled the reservation on her behalf on the date requested. Unfortunately the flight scheduled was cancelled due to weather. Ms. Collins subsequently requested that the flight be rescheduled on June 7th. There is no record of Ms. Collins contacting Xperience Days since she went on the flight.
Both Xperience Days and Air Atlanta made every effort to make sure that Ms. Collins Helicopter Flight Tour was as enjoyable an experience as possible. As soon as Air Atlanta was aware that there was an issue that would prevent her originally scheduled flight from taking place, the Company did their best to contact Ms. Collins at the number she provided to Xperience Days upon reservation.
Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.
Robb Young
Hoboken,New Jersey,
U.S.A.
Duplicate complaint. Customer reposted to deliberately mislead.
#5REBUTTAL Owner of company
Mon, July 27, 2009
On Tuesday, March 31st, 2009 at 12:00 an order was placed with www.XperienceDays.com by Ms Collins. The order was for an Xperience Certificate for the Extended Atlanta Helicopter Tour For Two Xperience Certificate. At the time of Gift Certificate purchase, Ms. Collins requested a reservation for the Extended Atlanta Helicopter Tour For Two.
At the time of purchase Ms. Collins also requested that the gift certificate be shipped on April 1st. The gift box with the gift certificate was shipped as requested and delivered on Apr 3, 2009 at 4:15 PM.
At the time of purchase and reservation, Ms. Collins was asked for the best phone number to contact her on incase either Xperience Days or the Pilot needed to contact her regarding the purchase of the gift or the scheduled reservation.
On Wednesday, March 31st, 2009 at 12:35 PM Ms. Collins received an email stating that her reservation request was received and she would receive a confirmation for the reservation via email. On Thursday, May 28th, 2009 at 1:17 PM Mr. Sivaram received an email stating that his reservation was confirmed for his first requested date of June 7th, 2009 and was again informed that the reservation was subject to the terms and conditions listed on http://www.xperiencedays.com/terms.asp which specifically state:
In limited cases, an experience that has been confirmed by an Xperience Days Inc. Service Provider and/or Xperience Days Inc. may need to be cancelled by the Service Provider. Participants will be able to re-schedule any experiences cancelled by Xperience Days Inc or its Service Providers.
On Wednesday, March 31st, 2009 the reservation for Ms. Collins was made by Xperience Days with Air Atlanta for the Extended Atlanta Helicopter Tour For Two. At the time of reservation, Xperience Days provided Air Atlanta, the company which operates the Helicopter Tour, with the contact information she gave to Xperience Days at the time of gift certificate purchase and reservation request. (Unfortunately, Ms. Collins did not provided Xperience Days with a cell phone number.)
On Wednesday, March 31st, 2009 at 1:08 PM Ms. Collins received the Reservation Confirmation for her scheduled Extended Atlanta Helicopter Tour For Two. The Reservation Confirmation included the contact information for Air Atlanta and specifically stated that she contact Air Atlanta if there were any questions with regards to the flight on the date of reservation.
On Monday, May 11th at 10:25 AM, the date after the scheduled reservation, Ms. Collins contacted Xperience Days and stated that the flight scheduled was cancelled due to a maintenance issue with the helicopter. Ms. Collins demanded a discount on future purchases due to the inconvenience.
During the call Ms Collins stated that she didn't understand why the Pilot did not have her cell phone number. The representative stated that the number that she provided at the time of requested was the number given to the pilot and that there was no record of her contact Xperience Days over the phone to provide an alternative phone number that was to be used by the Pilot. Ms. Collins then stated that she did not call Xperience Days to provide the updated phone number, but rather changed the information within her Xperience Days account. The Customer Service Representative explained that unfortunately the pilot does not have access to her account details on the Xperience Days website, they only have the information she provided to Xperience Days at the time of reservation. (Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.)
The Customer Service Representative explained that due to the nature of the Helicopter experience, they were subject to weather as well as any other issue that will affect the safety of the flight. The Representative informed Ms. Collins that she would be happy to reschedule the flight on any available date convenient for her and her guest.
Ms. Collins requested that the reservation be rescheduled for May 17th. Xperience Days rescheduled the reservation on her behalf on the date requested. Unfortunately the flight scheduled was cancelled due to weather. Ms. Collins subsequently requested that the flight be rescheduled on June 7th. There is no record of Ms. Collins contacting Xperience Days since she went on the flight.
Both Xperience Days and Air Atlanta made every effort to make sure that Ms. Collins Helicopter Flight Tour was as enjoyable an experience as possible. As soon as Air Atlanta was aware that there was an issue that would prevent her originally scheduled flight from taking place, the Company did their best to contact Ms. Collins at the number she provided to Xperience Days upon reservation.
Unfortunately Ms. Collins did not provided Xperience Days with a cell phone number.