ComplaintsforPollen Co

• Initial Complaint

  15/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In January 2022, my daughter paid-in- full for a booked travel package to “Lake Havasu, Arizona, Spring Break 2022” scheduled for March 2022. Total payment amount of $449.00 was paid in full in January 2022. Following the company’s “COVID-19 Money Back Guarantee”, all appropriate documentation was submitted for trip cancellation due to positive COVID-19 test results. On 21-Mar-2022, confirmation email from the company was received accepting trip cancellation along with approval of a full refund (*** ******** ******. Company committed to refund the total payment of $449. We have waited more than 90 days, follow-up and still have not received any email on processing the refund any further. The company must be held liable for failure to pay refunds after good standing customers following their own policies. Please stop holding our refund hostage. *****Booking Reference: ************* ***********@*******.com***** Thanks for your help in this matter.

• Initial Complaint

  27/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Good afternoon. On September 29th, 2021 I had submitted a refund request with Pollen as I was no longer attending this event (COVID related). Under their policy around COVID I was guaranteed a 100% refund. As per the screenshots included, I was told the refund would take no longer than 60 days on September 29th, 2021. I had followed up with them frequently over and over again from the time this refund was submitted until last week (always with the same answer, that I would be refunded but no timeline on when, eventually to the point where there was no response provided or an automated e-mail that suggested I would need to wait 6 weeks for an additional response) . On April 21st, 2022 I was sent an e-mail expressing I would receive the refund in my bank account within 5-7 business days (many months after I was initially meant to be refunded). Fast forward, to May 25th, 2022 and I have yet to see the money. I payed using a payment plan and therefore should have multiple refunds (I have never seen one) Really hoping I can have my money refunded for an event I never attended and was guaranteed a refund for. This company continues to put on multiple events around the world, while not refunding individuals for experiences they never went on and their excuse is always ' COVID affected the business.' Thank you.

• Initial Complaint

  29/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In November 2021 my son booked a trip to Cancun scheduled February 2022, for which we paid more than $1,500. On January 25 the company cancelled the trip, promising a full refund. They said the refund could take up to 90 days "depending on our bank". On April 20th we received a confirmation that the refund was processed. The following day we received an email saying that was a mistake and the refund could not yet be processed. We are past 90 days and clearly this has nothing to do with our bank. The company has admitted that there is no date for when this refund will happen. *********************************************** It should not take 90 days to process a refund - other companies are fully capable of processing refunds within a few days. This is nothing to do with our bank causing delays. The issue is that they not yet processed the refund. Making customers wait beyond 90 days is deceptive, unacceptable business practice. To be clear, I would like a confirmation that they will process this refund immediately. No more holding our money or delays or excuses. Booking reference: ******** Name: ******* ******* Email: **************@*****.com Thanks for your help in this matter. *** ********

  Business response

  18/08/2022

  Business Response /* (1000, 6, 2022/05/04) */ The customer will be refunded shortly. Consumer Response /* (3000, 8, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are concerned that Pollen continues to say we will be refunded but they continue to delay, make excuses and will not give us a refund date. We waited the 90 days they had asked us to wait before making nay complaint and we have now waited almost 4 months. There is no reason to delay the refund and this situation as well as their excuses are unacceptable.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩