Why Is Your Customer Service So Poor?

[drelynn219]

I have been a Luxury Link customer for years, although not what I would call frequent. On March 27th, I bid on and won a 3-night stay in Fort Lauderdale. I emailed immediately with my date preferences, which were within the listed available dates. After days of hearing nothing, I called the hotel, which told me that the dates I wanted were available, but that I had to reserve through your site. After another day of not hearing from anyone at LL, I called, only to be told that the dates weren't available. I called the hotel again, and the same rep I initially spoke to said she had no idea why I was told the dates I requested weren't available, and suggested I have an LL rep call her directly. I emailed: [email protected] and [email protected] – no response. The one live person I was able to reach demonstrated horrible customer service; when I called LL the first time, the rep kept cutting me off and insisting the hotel rep didn't know what she was talking about. It was only after that conversation that I received an email saying the dates I wanted weren't available and the only ones that were are weeknights. Why not just say that in the package details? I’m still waiting for a response from ANYONE at Luxury Link...

[shygirl724]

Hmmmm........have been a customer "for years"....but you joined just last Oct. and this is your first post........you purchased the package March 27, then tried "for days" to get a reply, then tried for one more day. But it has been only 4 days since your purchase and 1 of those days was on the weekend when LL offices are not open..........curious.

[drelynn219]

Hmmmm........have been a customer "for years"....but you joined just last Oct. and this is your first post........you purchased the package March 27, then tried "for days" to get a reply, then tried for one more day. But it has been only 4 days since your purchase and 1 of those days was on the weekend when LL offices are not open..........curious.

Shygirl, despite the "Join Date," I actually first purchased a package in 2004, thank you. Since my email changed I had to create a new account. ANYWAY... I did come back to this page so that I could update what has happened since I posted. I called LL back and spoke with the customer service manager who was very helpful, and I am awaiting confirmation of new dates. I also was contacted by management in an attempt to resolve the issue. I have taken several trips through Luxury Link and always enjoyed my stays (except one). On that occasion I also had trouble with a custoemr service rep, which was why I posted. My issue is not with the quality of trips but the customer service - hence the title.