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Lack of customer support

Trying to reach a "live" person for second day in a row - no answer. Left a voicemail, received a voicemail 8 hrs later suggesting to send an email. Sent email THREE days ago - no response.
Although I have already booked a tour, considering cancelling it - I have taken 2 previous tours with Rick, but NEVER have experienced such a poor customer service

Posted by
1988 posts

I believe that I have seen another post by someone else having similar problems.

It seems that Rick is changing the phone system in their offices and are having difficulties with the new system.

Try going to their facebook page and or their website..

Posted by
16110 posts

I remember something about a change-over of phone system or something like that too. The staff, I believe, is also smaller in number than before COVID, and weekends don't count as business days so just be patient? I'm sure that someone will get to you just as soon as they can! :O)

Posted by
583 posts

They are just wrapping up the monthlong Festival of Europe and this must be their busiest time of year for new bookings. Also, the weekend. I would cut them some slack. This is a small business, not Amazon.

Posted by
7 posts

If they are having problems with phone system or proper staffing, this should be noted in their phone greeting so current (and potential) customers do not waste time trying to reach somebody

Posted by
2252 posts

Try sending a follow up email. The offices are closed over the weekends. They will eventually get back to you. Not trying to make excuses, maybe providing a reason? Like a lot of other organizations, I am sure they have been understaffed and overwhelmed.

Posted by
2916 posts

Please email them. I had an answer the next day when I asked a question about my tour. Some people may still be working remotely.

Is this a question that the forum may be able to answer?

Posted by
7 posts

I have sent couple emails with no responses.. Finally (after I posted this comment on the forum) email with the answer came in... I just sent them a follow-up question - will see how long it would take to respond

Posted by
11509 posts

"3 days ago" was Saturday....getting a response on Tuesday ( today) seems timely to me.

Posted by
1988 posts

There is a staff shortage in most businesses these days and it is. causing problems with Customer Service.

Posted by
33335 posts

are you in Turkey right now?

Or at home? Is the tour or a deadline imminent?