Danielle W.
Yelp
I am not one to leave reviews, much less negative ones, but unfortunately, we're leaving a 1 star review as I was treated with the worst customer service imaginable.
On the night of our sunset cruise (8/17/19), we noticed thunder and lightning over the harbor ~30 mins prior to our cruise. Our hotel sits on the harbor so we knew the weather would be unsafe to go out in. I called and dealt with Leigh who told me I would not be refunded as she "did not see any unsafe weather" regardless of my safety concerns. She then offered to switch us to another night and I explained we're out of town visitors and would not benefit from that.
In the booking agreement, it clearly states that if dangerous weather occurs (i.e. thunder/lightning) all guests would be refunded and the tour would be canceled. When I reminded Leigh of this, she began to raise her voice at me and accuse me of berating her. She said, "I've worked in customer service for 30 years and let me tell you, sweetheart, the customer is not always right."
After a few minutes of her continuing to yell at me and patronize me by calling me "hun" and "sweetheart," I told her I would like to speak to the owner. She told me no.
After FINALLY saying she would contact the owner to ask if I can be refunded (as it continued to thunder and lightning) she said she would call me back.
My boyfriend called at 6:25pm, 5 mins before they're scheduled to get underway, and asked if the tour would still be going out despite the dangerous conditions and if we could please receive further information about our refund. Leigh hung up the phone on us without as much as a response. Some customer service.
Again, I'm not a reviewer and I especially am not a negative reviewer as I respect the fact that businesses rely on reviews, and I respect the weight they carry. But I am so offended and unimpressed with the way we were both spoken to and feel that it should be recognized.
I'm sure their water tours are excellent as they have many positive reviews! We would have loved to go on the tour had the weather allowed. Unfortunately, Leigh turned what could've been an easy and painless experience into one that reflects badly on the company she works for.
Dear Owner, if you're reading this, you may want to talk to your employee about proper customer service and hopefully she doesn't cost you any more customers, because she cost you us.