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Group was much bigger than promised

The tour page said at most 12 people, and there were 30 of us on the bus. Expected behavior A group of 12 at most. Actual behavior A full bus of 30 people.

Cancelled booking still charged

I cancelled ten days before arrival, inside the free cancellation period, and the full amount was taken. Expected behavior No charge for a free cancellation. Actual behavior The full amount was charged.

Guide did not speak English

We booked the English-speaking day tour and the guide only spoke Turkish. Expected behavior A guide who speaks English. Actual behavior The whole tour was in Turkish.

Exchange label link does not open

The link in the exchange email to print the return label gives an error page. Expected behavior The link opens the label to print. Actual behavior An error page opens.

Charged twice for one booking

My card shows two payments for the same balloon booking. Expected behavior One payment for one booking. Actual behavior Two payments of the same amount.

Charged twice for one order

My bank shows two payments of the same amount for order 4182. Expected behavior One payment for one order. Actual behavior Two payments were taken.

Cannot move a booking to another day

There is no way to move my stay one week later; the only option is to cancel and lose the deposit. Expected behavior Change the dates online. Actual behavior Only a cancellation, and the deposit is lost.

Sea view room was not given

I paid for a sea view room and we were given a room facing the car park. Expected behavior The sea view room I paid for. Actual behavior A room facing the car park.

Store refused to exchange an online order

I bought online and the store would not exchange the size; they said online orders go back by post. Expected behavior An exchange in the store. Actual behavior I was sent away to post it back.

Booking confirmation never arrived

I booked two nights from 14 September and paid, but no confirmation email came. Expected behavior A confirmation email right after paying. Actual behavior No email, so I do not know if the room is booked.

Dress color differs from the photos

The green dress looks olive in the photos and arrived almost grey. Expected behavior The color in the photos. Actual behavior An almost grey dress.

Gift card balance disappeared after a cancelled order

I paid part of an order with a gift card, cancelled it, and the gift card now shows zero. Expected behavior The gift card balance comes back after the cancellation. Actual behavior The balance is gone.

No reply about a late arrival

I wrote that we would arrive after midnight and asked if someone would be at the desk. Nobody answered. Expected behavior An answer before we travel. Actual behavior No answer, and the desk was closed.

Loyalty points disappeared

My 1,200 points were gone after the app update. Expected behavior My points still on my account. Actual behavior The balance shows zero.

Refund for the cancelled tour has not arrived

The Red Tour was cancelled two weeks ago and the money is still not back on my card. Expected behavior The refund on my card within a week. Actual behavior Two weeks later there is still no refund.

Order is still preparing after four days

My order from Monday still says 'preparing' and nobody has answered my email. Expected behavior The order ships within 2 days as the site says. Actual behavior Four days later it has not shipped.

Fitting appointment was not on record

I booked a private fitting for Saturday 11:00 and the store had no record of it. Expected behavior The fitting room ready at 11:00. Actual behavior No booking, and a long wait.

Item shows in stock but the store says sold out

The website said the store on Park Street had the bag in stock, so I went there and they had none. Expected behavior Stock on the website matches the store. Actual behavior The store had sold out hours earlier.

Price changed at the payment step

The website showed 3,200 TL a night, and the payment page asked for 3,850 TL. Expected behavior The price the website showed. Actual behavior A higher price at payment.

Wrong size arrived in the order

I ordered the linen shirt in M and the one in the box is an L. Expected behavior The shirt in the size I ordered. Actual behavior A size L arrived.