After they tried to push us into another, “more expensive tour” to cater for children, we stood our ground and advised AVG that it was their mistake, we don’t have anymore money nor can we simply change our leave around. The next day, Paul emailed me to confirm that the company will honour our original agreement.About 6 weeks ago, I still did not receive the link for the final payment so I rang to ask where it was only to be pass onto Paul again. He started by asking me what my understanding of the agreement was. He then tried to say they will honour the children for a different tour but this tour will be additional $300 per person to which I said no, I have it all in writing and that I want a full refund now given that they have not honoured their words - twice. Later that day or the next day, they rang me saying they will issue a refund, to be issued up to 30 days. My husband suggested emailing our account details in case we got told they got a digit wrong or something. Exactly 30 days later there was still no refund. I rang them in the morning and said they’ll investigate. I rang them again in the evening at 4.30pm. The operator said he’ll investigate too. I then had enough and rang our financial provider to put through a dispute claim. I am not sure if it’s because we got our financial provider involved or that we paid via credit card but we finally got our refund. The experience has been horrible - simply a nightmare. The kids are disappointed that they couldnt go to China. We had to find a last minute interstate trip to ease the disappointment however getting our refund was a relief.
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