Review Time
I ordered a small amount of currency for our upcoming cruise. The website was easy to use & I was impressed that the company sent smaller currency as well as larger notes. I received my order the next day. I wouldn't hesitate to use them again.
Stolen Money & Ruined Holiday
Worst customer service I have ever experienced on Saturday at the Irvine River Gate branch. Was being served by Claire and everything was fine until someone (no uniform or name badge) decided to take over and refuse us my sons Euros to go on holiday. No nedd at all and took pleasure in having the power and stopping my son travelling. No common sense ensued and my son could not travel. I was refused to speak to customer services and also the regional manager after pleading with her . Refused. Used this service and company loads in the past using the same I.D and procedure. While dealing with Claire on Saturday all I.D etc wss accepted until another staff member but in a very rude manner. Claire advised the I.D was fine but that was not enough for this staff member who then went out of her way to ensure my son could not go on holiday. I was sworn at and made to feel terrible while this said member of staff took great pride in her control. Not even a sorry after she spoke to regional manager, instead more of a smile happy she was refusing my son his holiday. I was in a sticky situation and was refused to use the phone to speak to customer services after requesting on multiple occasions. There was not any doubt over who I was or that my I.D was not valid. After speaking to other legal companies a PDF copy of a driving license is accepted by courts, police stations, government departments and HMRC but was not acceptable to you. I have also spoken to a number of YOUR customers who have used copies of licenses or pictures of passports in the past so there is a massive treating customers fairly breach here as well. I needed help at your branch as 1 of your customers but instead of getting help I was refused and belittled from 1 of your staff members. Claire did offer to stay open however with the tailbacks and traffic coupled with the check in times for the flights this was not feasible. I offered to leave my £1600 phone until I produced my passport the following day. I offered lots of proof of who I was but was met with a straight no which gave this staff member greater delight.
1. Refusal of money after using same process I always do.
2. Staff member jumped in to ensure we did not get on our holiday after dealing with other member of staff
3. Refused opportunity to speak to customer services
4. Refused opportunity to speak to regional manager after being told was them who decided
5. Not been treated the same as other customers
6. Sworn at
7. No sorry after refusal felt more like she was happy she managed to get it Refused
8. Advised my sons check in was 7pm in Glasgow
9. Flights missed, holiday spoiled and cost us £360 to get them another flight the next day
There WAS absolutely no doubt I was the person that ordered the money that same day. I offered chip and pin, copies of I.D, personal identification and also a hold until I returned with my passport the next day. Was advised only nedd driving licence number or passport number and that your company did not need to retain copies so unsure as to why my sons holiday was ruined because someone wanted to ruin it. Absolutely no reason for the staff member to get involved as it was disrespectful and rude. Then to be told she is new is even worse as she made out she was Claires superior at 1st when TAKING OVER.
TCF breach that I will look into further
Ruined Holiday of 2x young carers
Unable to go as had money to pay at hotel
Attitude was appalling
Sworn at
Refused my own money
Refused a refund to try and sort elsewhere
Full holiday ruined
I cannot express how bad this staff members attitude was and how much delight she took over the full situation. Also the regional manager happy to spoil the holiday but would not speak to me direct and just hid behind a new start. My son and girlfriends holiday has been completely ruined and instead of offering help, support and customer service this person rathered spoil everything. Had to go back in and deal with this individual yesterday to get my money and she spoke as if nothing had happened and even had the cheek to ask "is that them all away OK then" knowing fine well that there was no way they could have.
I work in sales and customer services in the motor trade and have never witness that level of poor customer services (and the car trade can be bad at times) but never have i seen someone take pride in ruining something for someone else as much as your staff member did. Also been advised a PDF copy of a driving license is acceptable I.D all over the UK. I also offered to provide a copy and was point blank refused.
I advise against getting a cash passport card. I was informed that freezing the card would incur no fees, but I was later charged 92 euros for inactivity. They also do not send new cards upon expiration, leading to additional monthly charges.
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eurochange is one of the UK's leading foreign exchange experts, specialising in travel money, international payments, money transfers and remittance services for retail, business and banking customers.
With over 240 branches throughout the UK and a significant online presence, eurochange adds value to every customer's journey, offering great rates and service alongside inspiration and expertise.
eurochange takes care of thousands of transactions daily across over 50 currencies (the widest range on the market), including US dollars, euros, Turkish lira and more, providing travel money in cash and on the eurochange Travel Money Card, powered by Mastercard®. It also offers Western Union transfers, eurochange Travel Insurance, provided by battleface and a currency buy-back service, including a 90-day Promise for improved rates (Ts&Cs apply).See more
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