BARRY CLARKE

I have been trying to return a stretch belt since mon 16th, it is now thurs 19th. I continually get E Mails saying its on its way yet it is still sitting in my porch waiting to be picked up for collection. What a joke this company has become. Has it got too big and impersonal? as it was very good when it first started. This is not the first time I have had a problem with a return with them.

had a long bus ride to the plane in the pouring rain. the travellers were queuing up the front steps as that was the only door open, the queue was barely moving and the bus driver would 'nt permit us the decency of waiting on the bus till the queue had cleared and we had to stay on the apron getting soaked. When we finally got on the plane the two aged stewards looked as if they didn't want to be there and when i mentioned the above the only reply i got from them was we can't control the weather

Ignore the 10 year warranty claim. I have been in the process of claiming for a broken wheel, and have had to send and resend more emails and photos than a can remember. Even though they have said they will send me a set of replacement wheels, they have still not arrived. If you just want a cheap disposable suitcase they are fine, but don't rely on the 10 year guarantee. After 2 months of waiting and exchanges of e mails IT have finally replaced my suitcase for which i'm very grateful. It is a shame it took as long as it did, as i had to purchase a replacement in the time i was waiting. The replacement wasn't the same as it was no longer available and the replacement did not have a TSA Lock as the original, but at least they did replace for a new case.

Slow and inattentive service, requires training in customer service and satisfaction.

i am disgusted with TUI customer services. 40 mins one day hanging on and 80 mins the next day with no one to speak to. I'm aware of the health and holiday problems at the moment but there response time on line with live chat or telephone is not acceptable.