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Amanda C.

  • 1 Review
  • 3 Helpful Votes
  • 0 Thank Yous

Experience: Travel

Member since September 2018

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1 Review by Amanda

9/3/18
I booked a collection of 1 item for a Sunday morning. Saturday morning I got a text from a mobile number to say they were struggling with driver availability and would the afternoon be ok. I replied to the text to say probably, but would need a time estimate to give the pickup location. No reply. Tried to call the mobile - deadline - no incoming calls I assume. Looked on website - no phone number. Tried online chat to reply. I assumed this then to be a small company only manned mon-fri 9-5, if that. Finally found a number to call to book a new service and the recorded message said to leave a voicemail. Instead of directing me to a voicemail I was placed in a queuing system, which eventually automatically said goodbye!. Checked online system, which said pickup booked for 4pm. Finally got a call 10 mins before delayed pick up at 10 to 4pm to say it would be more like 5. At 10 to 5 no pickup and just received email to say my money has been refunded!
Company gets some good reviews, but clearly when things go wrong their customer service doesn't exist. Totally in professional, lazy and incompetent organisation. The customer should be kept informed - t'aint rocket science folks!

After replying to the email about the refund I got a response that said 'yeah sorry we can't do it and we've sent a refund'. They couldn't even call to explain that.

I wouldn't personally ever use this service again and would warn anyone else to think twice. Bit like Russian roulette.

Amanda Has Earned 3 Votes

Amanda C.'s review of Van Plus earned 3 Very Helpful votes

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