SUBMIT A COMPLAINT

[Resolved] Tutoroounable to find a teacher for 3 months and rejecting refund requests.

5
A Oct 08, 2019

After I signed up on Tutoroo, they found a tutor, who surprisingly disappeared after I payed 120NZD for the first 2 weeks of studying.
Tutoroo then lied that they doesn't provide refunds, meanwhile there are number of responses on trustpilot.com stating successful refund.

Here is my invoice from 15th of July 2019
Invoice Number:[protected]
Attention: Andy ENGLISH Douglas AUCKLAND
Due Date:15 Jul 2019

Tutoroo

  • Resolution Statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Tutoroo Customer Care's Response · Oct 10, 2019

    Hi Andy,

    Thank you for giving complete information about the transaction.

    On behalf of TUTOROO, I would like to apologize for the waiting period. There are no available tutor that is outside the city and can cater to your area. However, the team exhausted their effort for months in trying to find you one.

    I think this is where the miscommunication was, in the hopes of providing the best service, the team 's protocol is to find our students a tutor that fits their preferences and availability, that includes location. It took time since the tutor you have originally chosen and book lessons with cannot cater to areas outside the City and the team continued looking for another.

    Thank you Andy for your extended patience. Rest assured that your refund request has been escalated to the Payments Department. The New Zealand team will be in contact with you soon as it is reflected on your account.

    Many thanks,
    THE TUTOROO Team

  • Updated by Andy Shevchenko · Nov 17, 2019

    Thank you Tutoroo for still extending my patience, due to now, 4 month ago I still didn't got refund.

    Disgusting!

  • Tutoroo Customer Care's Response · Nov 19, 2019

    Hi Andy,

    I understand that the request was sent for processing this October 10, 2019 as we initially agreed to try finding you a tutor. Unfortunately, it is within limitations that there is no available tutor to cater to your preferences.

    Please wait for the refund to be reflected on your account. The Auckland team will be in touch with you soon as this has been successfully refunded.

    Kind regards,

    The TUTOROO Team
    www.tutoroo.co

  • Tutoroo Customer Care's Response · Dec 11, 2019

    Hi Andy,

    Your refund request has been granted this November 29.

    Thank you for your patience in regards to this matter.

    Sincerely,

    The TUTOROO Team
    www.tutoroo.co

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