I have never posted a complaint of this nature, but I feel obligated to do so because of my experience with Greyhound. At the end of January I paid extra money to buy 2 "refundable" bus tickets to New York. I normally ride the train, but I figured I would try the bus. Since I was a first time rider, I bought an e-ticket online and figured I could print my ticket at the station. However, I quickly realized that you need to print your tickets yourself. Fine, no big deal, however, when I arrived at the bus terminal the Greyhound employees were extremely rude and unhelpful. They said they can not access my reservation, do not have a printer, or a functioning internet. Not sure if any of this was true, otherwise I am not sure what purpose their computers serve if they are isolated terminals. So, it was getting close to the departure time and I needed to get to NY by a certain time. So I asked if I could buy two new tickets and refund the others later. they said no problem, however, I would have to take a later bus because this bus was sold out (even though I actually had two tickets already). Fine, well at this point I decided to cut my losses and go and catch the train and refund by bus ticket later, as I specifically purchased a "refundable" ticket. Well, to my surprise, I found out that I had to call long-distance customer service line (could not do it online with my E-TICKET) and wait on hold for 1 hour! when I got a hold of someone, they said they could process my refund but that it would take 7-10 days to process...for what...I don't know. Well, 20 days passed and nothing. So I tried e-mailing their customer service because they recommend that. Only, I got a note saying that it would be at least week before I would even get a reply. 10 more days...nothing. Yesterday, I tried calling again but was on hold for 30 mins before I had to get on with my day. So, 31 days...still no refund and a lot of frustration. I will NEVER do business with Greyhound again in my life! Try Megabus or another mode of transportation, but avoid Greyhound if you can. Again, I never post messages of this nature, but I am just astounded by the way they do business.
The complaint has been investigated and resolved to the customer’s satisfaction.