Poor communication and an unnecessarily confrontational response
I booked a motorcycle for 19 September and paid £50. At the time of booking, I was not told that cancellations required at least 14 days’ notice. I also received no booking confirmation, receipt or cancellation terms, and I could not find this requirement on the company’s website.
When I cancelled with 12 days’ notice, I was told about the 14-day condition for the first time and was initially refused a refund. I emailed asking where this condition had been disclosed, but instead of answering in writing, I was repeatedly asked to telephone.
During the call, I was accused of being dishonest because I did not want to discuss personal details concerning my reason for cancelling. I found the manner in which I was spoken to rude and unnecessarily confrontational.
The company eventually provided a full refund but told me that I would not be allowed to hire from them in the future. The refund was ultimately issued, but the way the situation was handled left me with a very poor impression of their customer service.