Inbox

Tracking number does not work

The tracking number in the shipping email says 'not found' on the courier's site. Expected behavior The tracking number shows where my order is. Actual behavior The courier's site says it does not exist.

Breakfast was not included as booked

Our booking says breakfast included, but the restaurant asked us to pay for it. Expected behavior Breakfast included, as booked. Actual behavior We were asked to pay for breakfast.

Store hours on the website are out of date

The site says the mall store opens at 9, but it was closed until 10 this morning. Expected behavior The hours on the site are correct. Actual behavior The store opened an hour later than the site says.

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.

No reply from support email

I wrote to your support address four days ago about a missing order and nobody answered. Expected behavior An answer within a day. Actual behavior No answer after four days.

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.

Air conditioning in the room does not work

The air conditioning in room 214 blows warm air and we could not sleep. Expected behavior A cool room at night. Actual behavior Warm air all night.

Delivery was left at the wrong address

Tracking says delivered, but the parcel was left at number 14, not 41. Expected behavior The parcel is delivered to my address. Actual behavior It was left at a neighbour's door down the street.

Early check-in was promised but refused

An email said check-in at 10:00 was fine, but at the desk they told us to come back at 14:00. Expected behavior Check-in at 10:00 as promised. Actual behavior We waited until 14:00.

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.

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.

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.

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.

Refund has not arrived after two weeks

I returned a coat on the 2nd and got the email that you received it, but the money is still not on my card. Expected behavior The refund reaches my card within 5 working days. Actual behavior Two weeks later there is still no refund.

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.

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.

Airport transfer did not show up

We waited 40 minutes at Dalaman airport and the transfer we booked never came. Expected behavior The driver waiting at arrivals. Actual behavior No driver came, so we took a taxi.

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.

Discount code is rejected at checkout

I added WELCOME10 at checkout and it says the code is not valid, but it came in your newsletter yesterday. Expected behavior The code takes 10% off my order. Actual behavior The checkout shows 'Code not valid' and the full price.

Store hours on the website are out of date

The site says the mall store opens at 9, but it was closed until 10 this morning. Expected behavior The hours on the site are correct. Actual behavior The store opened an hour later than the site says.