Inbox

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.

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.

Newsletter keeps arriving after unsubscribing

I unsubscribed three times and I still get your emails every day. Expected behavior No more emails after I unsubscribe. Actual behavior The emails keep coming.

Lunch was not included as advertised

The day tour page says lunch included, but we were asked to pay at the restaurant. Expected behavior Lunch included, as the page says. Actual behavior We paid for lunch.

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.

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.

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.

Size guide does not match the fit

I ordered my usual size using your size guide and the trousers are far too small. Expected behavior The size guide matches how the trousers fit. Actual behavior They are a full size smaller.

Cannot add a person to the booking

I want to add one more person to our booking, but the site only lets me cancel. Expected behavior Add a person online. Actual behavior The only option is to cancel.

Flight certificate was never sent

We were told the flight certificate would come by email the same day. Nothing came. Expected behavior The certificate by email the same day. Actual behavior No certificate after three 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.

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.

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.

Flight photos were not shared

We paid for the photo package and still have not received the link. Expected behavior The photo link after the flight. Actual behavior No link a week later.

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.

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.

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.

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.

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 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.