Complaint Rating:

Company information:
Expedia
Toronto, Ontario
Canada

I am extremely dissatisfied with the poor quality of service provided by Expedia. Please stay away from Expedia, all the agents are irresponsible, don't care about providing customer service, and rude!!!

I have cancelled a hotel on June 12, and today (July 14), I still have NOT received a refund. I have had a long series of conversations with the agents about this matter. I was on hold for hours, agents claimed they didn't know anything, and I had to repeat my story over and over. Finally, I got to speak with a supervisor on July 7, and he promised me that I would get my refund back in 5 business days.

However, today (July 14), I saw that I still did NOT receive a refund, so I called Expedia to check what was going on. An agent (Nelly) told me that there was a note in my case id that claims I did not fax in my refund inquiry letter. NO ONE has ever told me about that I had to write a refund letter (the supervisor never did, no other agents ever did). Therefore, I did not know I had to do this. Apparently, I am supposed to type up a long lengthy letter describing every single conversation I had with my agents, along with proof showing why I deserve a refund!!! I am very angry and disappointed in Expedia’s poor customer service. If this refund inquiry letter really was necessary for my refund, then why didn’t any agents tell me about this until I called in myself to ask? Also, why do I even have to write a refund inquiry letter when I cancelled this hotel already? I have proof of the cancellation confirmation, so Expedia should have the exact same proof too. This is a waste of the customer’s time and money (faxing this refund letter to a long distance number) and it is enraging that I had to waste so many hours of my time explaining this case over and over to agents. Expedia has forced me to pay an extra $395 for my credit card bill for the amount they still DID NOT refund yet :( I have already told all my family, friends, coworkers, and neighbours about Expedia's poor service and irresponsible attitude.