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Brian T
Website issue caused accidental double booking and they wouldn't refund
Rugrats and Half Pints Cirencester的点评
点评：Really, really disappointed with the customer service. We booked a session yesterday for my wife and granddaughter to visit today. The booking website doesn't confirm with a pop up message confirming the booking. Therefore, my wife thought the booking hadn't completed correctly and tried booking again. When the second time also didn't produce a confirmation message, agree then checked her bank account to give both payments had been processed. She then discovered two confirmation emails. She IMMEDIATELY emailed to say what had happened, requesting that one was canceled and refunded - unfortunately this was after opening hours. She has received an email 'hiding' behind their no refunds policy and only offering a credit. We understand the need for such a policy when people either don't turn up or try and cancel at the last minute, or even when someone has booked the wrong date/time in error. This was clearly not the case in this situation - it was the lack of confirmation in the booking process (on their website) which caused the problem. They were notified immediately and this would have given plenty of time to resell the place. They will still go today, and will use the credit at some point - but this 'officious' approach also means that once the credit has been used we will not come over to Cirencester from Gloucester again. Poor, poor, poor!!
翻译：我对贵公司的客户服务非常失望。昨天我为妻子和孙女预订了今天的活动。预订网站没有弹出确认信息，所以我妻子以为预订失败了，于是又尝试预订了一次。第二次预订仍然没有弹出确认信息，她同意后查看银行账户，发现两笔款项都已支付。然后她发现了两封确认邮件。她立即发邮件说明情况，要求取消其中一次预订并退款——可惜当时已经过了营业时间。她收到的邮件却以“不退款”政策为由，只提供代金券。我们理解，如果有人爽约、临时取消，或者预订了错误的日期/时间，这样的政策是必要的。但显然这次的情况并非如此——问题出在预订流程（他们的网站）缺乏确认信息上。我们立即通知了他们，如果他们及时通知，应该有足够的时间重新安排名额。他们今天还是会去，而且迟早会用掉那笔钱——但这种“官僚主义”的做法也意味着，一旦钱用完了，我们就不会再从格洛斯特来赛伦塞斯特了。真是太可惜了！
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