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WARNING - PLEASE DO NOT SPEND YOUR MONEY WITH THESE "TRAIN GENIUS" (LINKED WITH TRAVELSUPERMARKET)
I ordered train tickets online from "TrainGenius" (part of Travelsupermarket) and paid £41.50. Tickets were to be posted by Royal Mail and reach me in "3-5 working days". Tickets didn't turn up in that time frame. I phoned the number given on their website to enquire as to their whereabouts and after 5 minutes on hold spoke to "Chanel".
Chanel said she would have to speak to her supervisor, and put me on hold (another 8 minutes). She came back and told me, to my absolute dismay that "there is nothing we can do". I asked her to confirm that what she in fact meant was "tough luck mate, your tickets are lost/haven't been posted and you've lost your money" - and she did!
I asked to speak to her supervisor and was put on hold again (9 minutes this time), before a Mitch Longmuir from the Arbroath call centre came on the line. To cut a very long discussion short, he washed his grubby hands of all responsibility and repeated the "not our fault, nothing we can do" mantra. He refused to refund me, refused to send out another set of tickets, refused to send out a replacement set of tickets even if I paid again for them to be sent Royal Mail Special Delivery this time and indeed refused to help in any way, shape or form. He insisted my problem was with Royal Mail, not TrainGenius. He was the most unhelpful customer care individual I have ever had the misfortune to encounter.
I informed him my dispute was with TrainGenius, whom I'd paid £41.50 for train tickets I hadn't received, and explained the law as I see it to Mr. Mitch Longmiur, in that my contract was with TrainGenius, whom I paid my money to, and NOT Royal Mail. Mr. Longmiur had a real problem understanding this, and perhaps has been promoted to a position that is well beyond his capabilities, or is in need of further training, or both.
As it is, the conversation ended with Mr. Mitch Longmuir refusing point blank to refund me or send replacement tickets or help in any way. Apparently, if you pay £41.50 to TrainGenius for train tickets (part of Travelsupermarket) and they don't send them or they don't turn up - TOUGH! This company STEAL money from customers and treat them with utter contempt. .
I ordered train tickets online from "TrainGenius" (part of Travelsupermarket) and paid £41.50. Tickets were to be posted by Royal Mail and reach me in "3-5 working days". Tickets didn't turn up in that time frame. I phoned the number given on their website to enquire as to their whereabouts and after 5 minutes on hold spoke to "Chanel".
Chanel said she would have to speak to her supervisor, and put me on hold (another 8 minutes). She came back and told me, to my absolute dismay that "there is nothing we can do". I asked her to confirm that what she in fact meant was "tough luck mate, your tickets are lost/haven't been posted and you've lost your money" - and she did!
I asked to speak to her supervisor and was put on hold again (9 minutes this time), before a Mitch Longmuir from the Arbroath call centre came on the line. To cut a very long discussion short, he washed his grubby hands of all responsibility and repeated the "not our fault, nothing we can do" mantra. He refused to refund me, refused to send out another set of tickets, refused to send out a replacement set of tickets even if I paid again for them to be sent Royal Mail Special Delivery this time and indeed refused to help in any way, shape or form. He insisted my problem was with Royal Mail, not TrainGenius. He was the most unhelpful customer care individual I have ever had the misfortune to encounter.
I informed him my dispute was with TrainGenius, whom I'd paid £41.50 for train tickets I hadn't received, and explained the law as I see it to Mr. Mitch Longmiur, in that my contract was with TrainGenius, whom I paid my money to, and NOT Royal Mail. Mr. Longmiur had a real problem understanding this, and perhaps has been promoted to a position that is well beyond his capabilities, or is in need of further training, or both.
As it is, the conversation ended with Mr. Mitch Longmuir refusing point blank to refund me or send replacement tickets or help in any way. Apparently, if you pay £41.50 to TrainGenius for train tickets (part of Travelsupermarket) and they don't send them or they don't turn up - TOUGH! This company STEAL money from customers and treat them with utter contempt. .
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