We were so excited to have a Philly Segway Tour, and we chose this one considering the customers reviews, regardless the price. This was the first time I was visiting Philly with my wife, and we drove approx. 6h from Boston, MA.
The problem started when we arrived at the designated destination (7 N Christo[her Columbus Blvd, Philadelphia, PA 19106), and there was no indication at all about the tour. No banner, no office. Nothing. SO I called the HQ offices in DC (202-810-1700) who directed me to the local office (215-523-5827).
So, I was just expecting this to be quickly solved as they would guide us to the meeting point or would come to meet us.
I was shocked when I heard they were unfamiliar with my points of reference (Hilton Hotel, the Independence Seaport Museum, Chestnut Mall and the Charter House). They asked me to go north and when I gave them the reference points, they were lost and were unable to come and meet us. And all of this took us 30 minutes and three phone calls, trying to reach out to them.
In summary, a huge disappointment. I couldn't be more frustrated. Now, I'm just left with a refund request. And avoid these vendor at all costs.
Відповідь від хоста
Mar 2022
Hello Pedro, first of all, we are very disappointed that you and your group had a bad experience, we pride ourselves on reacting to our customers with empathy and often go out of our way to help customers who aren’t able to find their way. Our location is well marked, we do have a store front, and we regularly have folks outside on their Segways ready to go on tour or coming back from tours. As I understand it your call from the Hilton Hotel, which is a half mile from our location and 10 minutes’ walk, was a minute or so before 2:30 and we do ask that people arrive before the tour time so that they are ready for the video and tour training. We also did try to direct you to our location, but it might have been further than you thought and we’re sure that was frustrating for you all. We do have a responsibility to guests who arrive on time so that we are all ready to go, in order to get out on tour and back on time. Pedro, we are always ready to take criticism, and we know that things happen and people can be late arriving, but we did everything we could on the day to direct you to our location, and in the end ran out of time in getting the rest of the group out on tour. We would be happy to reschedule you on another tour in the future, but we will respectfully disagree with your characterization. Thank you.