Reduced the mark I had given them from 5 to 1 because even though the substance of the tour is excellent, the organisers’ thirst for money which results in sheer lack of customer service made me do it.
I bought a New York Explorer Pass from NYCgo, which was supposed to get me on the tour without having to pay any additional fee.
When booking for the tour, I was given the choice between « NYC passes » and « NY explorer pass » among many other choices. As a NY Explorer Pass holder, I chose the latter. I had to provide my credit card details to do the booking, and I was told it wouldn’t be charged because I have a pass. I was charged for the full amount ($37,10) though. In addition to the $200+ I had paid for my pass which was supposed to get me on the tour without any additional fee! When I got back home and realised my credit card was charged for the full amount, I asked the Inside Tour organisers why, and I asked if they could give me a refund. They said I should have chosen “NYC passes instead”. I was shocked to say the least! How was I supposed to known that I should have chosen « NYC passes » especially if my pass is called « NYC explorer pass» and they happen to have « NYC Explorer pass » on their list, which I chose? And most of all, why did they let me go ahead with the booking if I had chosen the wrong option? They let me go ahead with the booking, and when I arrived at the meeting venue, my pass was photographed and I was admitted on the tour.
After my request for a refund was rejected by Inside Tour, I contacted NYCgo which sold me the pass, asking if they could give me a list of the places of interest I’ve been to using their pass (every time I would use my pass, they’d scan it and I assume because of that, they have the data somewhere). I explained the problem and I said I wanted to check whether Inside Tour isn’t on the list, and I never got any reply!
All in all, as amazing the tour was and as promising the NYCgo passes sounded to me, the people behind those two organisations just do what they do to get your money, regardless of whether they get it legally or not. And they most certainly won’t assist you as a customer. They will reply to you to explain they had to take your money using nonsensical arguments (Inside Tour) or they will simply ignore you (NYCgo). After all, they got your money, and you paid double. It’s NY: you don’t like their below-average customer service, someone else will.
Odpowiedź od gospodarza
Sep 2019
Thank you for your feedback but your review is both inaccurate and unfair. We NEVER charge customers for selecting the wrong pass company when making their booking or charge them when they make a reservation with a pass. You charged yourself. We did not charge you .Some customers have groups that have some customers with a pass and other customers that do not have one. Those customers will then buy additional retail tickets for members of their group who do not have passes. If you made a selection that involved both buying tickets and then using passes on the tours, that was your choice. We do not stop people from making purchases and have no idea of the circumstances under which they make purchases. However, if you did purchase additional tickets in error, we will investigate the situation and see what options may be available to rectify the situation regarding your erroneous purchase. Thank you again for your feedback.