Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company's online booking offer included an onboard AARP $200 credit (for my veranda cabin) that apparently was not available based on the the "booking code" for the fare they offered. After finding that the credit was not included in my Holland America onboard account, both ********************** and I subsequently confirmed with Holland America that it was not available, Cruise.com refused to correct their advertising error and provide me with their own $200 onboard credit or a refund.

  Business Response

  Date: 12/11/2023

  Thank  you for giving us the opportunity to respond.

  We were able to review the claim of ****************

  We contacted her and as a goodwill gesture, we are honoring the **** offer that is not combinable with the discounted rate selected.  We also informed about this glitch to our automation department.  *************** was booked under a fantastic discounted rate and that was the deal of the offer, however, we understand that if the **** offer was listed on her reservation, we will honor it.

  Thank you very much for your patience and we are sorry for any inconvenience.

  Regards,

  *************************

  Sales Director

  Cruise.com

   

   

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 27th I purchased a cruise package thru Cruise.com paying a total of $1,191.38 (for two people). In addition to the cruise itself, the price was to include the following; "Cruise Fare, WiFi, Drink **************** (see screenshot attached of the deal that I booked). My dispute with them is that I they are now only agreeing to "include" the drink package and wifi but not the tips as indicated in the add. I finally was able to speak with a supervisor who told me that the ad mentioning "tips" was an error and that they would not be covering them. She elaborated by telling me that I was confused by the ad and that it was only for drink tips (which it doesn't say). She also stated that they couldn't afford to pay anymore or they would lose money (again...not my issue). Interestingly they have edited the ad to subsequently remove the word "tips" altogether from the listing on their website. The conversation ended with her telling me there was nothing Cruise.com could (or would) do to resolve the issue. I have taken A LOT cruises through the years and have booked many where websites offer for tips/gratuities to be included. This is the first time that I have ever had a company that refused to do so. Especially, since it was so clearly listed as such on their website. My invoice number for the cruise is *******.

  Business Response

  Date: 12/01/2023

  Thank you for giving us the opportunity to respond.

  We are surprised that the consumer sent a letter to Better Business Bureau because the same day that he talked to the supervisor, he received a call back from us indicating that we will honor the ad.

  The ad was indicating that tips were included but that was related to the beverage package tips.  Other cruise lines charge the tips separate, however, we agree that the information displayed was confusing and we really don't want that the client gets affected for this, and that is the reason why the ad was edited and the tips portion was removed, to make sure that other consumer don't get confused.

  We are very sorry for the confusion and we hope that you are satisfied with the resolution.

  Regards,

  *************************

  Sales Director

  Cruise.com

   

   

  Customer Answer

  Date: 12/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   For clarification that you may want to share with them, I did receive a call hours later after I filed the complaint with BBB agreeing to cover the tips as the ad indicated.  I told the supervisor with whom I called to discuss the matter with, I believe her name was *****, who originally told me that they were not going to be paying for the tips as indicated that my next step was to immediately contact the BBB.   But yes, they did make it right and you can assure them that the complaint was filed prior to them doing so.  Thanks for your help.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As you can see I was quoted insurance on my initial invoice. No further communication was provided to me about insurance not being available. When my final invoice arrived I didnt realize the insurance had been cancelled out before I paid. I just found out I have to have surgery on my foot and cannot attend the cruise. When I called cruise.com I requested a refund and that is when I found out they cancelled my insurance. I requested a refund directly from cruise.com and Carnival cruise but neither will assist me. I also asked for a transfer to a future cruise and Carnival cruise wont do that either. I just want my money back.

  Business Response

  Date: 11/21/2023

  Thank you for allowing us the opportunity to respond to this complaint.

  We reviewed carefully the history of this transaction.

  At time of booking, August 17, the cruise was quoted and also the insurance.  Client applied the deposit of the cruise but the payment of the insurance was not processed.  Client received an invoice from us indicating only the charge of the cruise deposit (US$150).  The following message was posted on the invoice.

  *** Insurance Payment Due $196.00
  *** Cruise Final Payment Due by Aug 19, 2023 $2,532.95
  ** Total Final Payment due:    $2,728.95

  On August 21 the client only sent the cruise final payment due in the amount of US$2,532.95.  Immediately after receiving confirmation of the payment, another invoice was sent to the client showing that the cruise was paid in full and because the insurance was not paid, it showed also on the invoice as declined.

  We are very sorry for this inconvenience but Cruise.com will not process any kind of refund because no insurance policy was charged and indication of this was showing on the two invoices that the client received from us.

  Sincerely,

  *************************

  Sales Director

  Cruise.com

   

   

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20852192
  
  I am rejecting this response because:

  The summary of the original invoice was very misleading and deceptive. When the final invoice was sent to me I trusted it was correct and paid it. Never was it indicated that my $150 deposit didn't cover the insurance, as it said I needed to do the deposit to secure my cruise. The insurance was included with my cruise total. That was no reason why I would believe otherwise that it would be removed off of my invoice.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/29/2023

  Thank you for allowing us the opportunity to respond to this complaint.

  We are very sorry for any inconvenience, however, at time of final payment, ******************* only authorized the charge of **$2,532.95.  It was clearly explained on her invoice the details of the charges in case she wanted to pay for the insurance:

  *** Insurance Payment Due $196.00
  *** Cruise Final Payment Due by Aug 19, 2023 $2,532.95
  ** Total Final Payment due:    $2,728.95

  In addition, once the final payment of the cruise was processed, she received an invoice indicating the total amount charged and on a separate line it said that the insurance was declined.   This happened on August 21st, 2023 and we don't have any indication that ******************* called us back requesting the insurance payment to be processed.

  On November 1, 2023 when the client called to cancel her cruise, we requested Carnival to issue a Future Cruise Credit or to allow her to change the sailing date but Carnival followed their policy and didn't accept any of these requests.  The cruise was in penalty at this point.

  Once again, we are very sorry for the inconvenience but we cannot process any refund because the client didn't have paid insurance for this cruise and that was indicated on the final invoice that she received from us.

  Regards,

  *************************

  Sales Director

  Cruise.com

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE Invoice # ******* Since the end of June cruise.com owes me $200 on the above invoice for a cruise I took 9/11/2023 - 9/18/2023. When I called them today i was told it will take 6-8 weeks to mail me a check for the $200! This is ridiculous! If I owe money on my booking I have to pay immediately, but they can take 5 months to refund money they owe me! Also why can't they refund it back to my credit card? I have had checks get lost in the mail and pay on-line via credit card anymore.

  Business Response

  Date: 09/27/2023

  Thank you for allowing us the opportunity to respond to this complaint.

  Customers sailed from September 11 to September 18, 2023 and normally our accounting department process the refunds for overpayments when customers return from their cruise/vacation. 

  Today ******************* was able to speak to one of our sales representatives and she processed the refund of US$200 through the cruise line.  The cruise line will be refunding ********************** credit card directly.  This process takes approximately 5 to 7 business days to be completed.

  We are very sorry for any inconvenience.  Our goal is always to provide the best service possible but unfortunately sometimes refunds process take it longer.

  Once again my apologies for any inconvenience.

  Sincerely,

  *************************

  Director of Sales

  Cruise.com

   

  Customer Answer

  Date: 09/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/11/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation with Cruise.Com on the internet (4/23/2023) for a sailing on Feb. 23 on the Explorer of the Seas. I called Cruise.com directly for the purpose of determining what discount I would get for being a Diamond member with Royal Caribbean. The reservation was set.Provided you purchased a certain level of balcony, Cruise.Com paid gratuities. I purchased that level. When I was viewing my itinerary for the purpose of giving information to a friend, I noticed that gratuities weren't included. For awhile, I thought that they must not put it on their "Fare Breakdown for the Full Itinerary." I decided to check on it. I emailed and called ************************* (the person who finalized the itinerary for me) but he has been on vacation and I haven't been able to reach him. Finally, I called today to the general help number. I spoke with "Aesteva". She couldn't find anything about pre-paid gratuities. I sent her the screenshots which clearly show the cabin AND the fact the the pre-paid gratuities went with that cabin number. Her response was "The reason why it is not applied to the booking is due to its booking terms and conditions. The booking must be $4347.45 to qualify for the gratuities. I don't understand. This may be the case NOW but it was not the case when the reservation was made. I want the pre-paid gratuities as promised on the reservation.

  Business Response

  Date: 06/12/2023

  Thank you for allowing us the opportunity to respond to this complaint.  We look a look at at what the guest supplied.  The first sentence in the second attachment reads Bonus offers which MAY apply to your booking - it reads that way because the cabin type and cruise rate determine which offers are applicable.  The second statement reads "Exclusive: free gratuities on select categories".  Not all cabin categories meet the criteria for free gratuities.  The stateroom pricing the passenger selected did not meet the pricing minimum for the free gratuities.  We then took a look at the booking recap which the agent placed in the history of the booking and there was not mention of free gratuities.  The invoice did not contain any statement of free gratuities - because the client's booking did not qualify for that amenity.  Then we pulled phone call recording between the client and the agent and listened to the call in its entirety.  The agent never made mention of free gratuities and never confirmed them because the cruise price did not meet the required metric for that option.

  Based on the above, we are not able to offer prepaid gratuities as she was never entitled to that amenity.  We've added a $100 ******** Credit to the booking which can be put towards the cost of the prepaid gratuities as a thank you for her prior business.

  Thank you.

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20172396
  
  I am rejecting this response because:as you can see in the first attachment, pre-paid gratuities are definitely added to my reservation.  In the second attachment, you can see that pre-paid gratuities are provided with a 4B category cabin.  That is what I purchased.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/13/2023

  We asked our **************** Manager to review the client's last statement.  The fare information that she is showing is not the fare she booked nor does it display the agency discount she received so that information is not accurate with regard to this complaint.  The recorded call contains NO reference to prepaid gratuities. This fare now is a higher fare ($106.00 more) then what she booked with our agent. Our agent, after discussing options with her on our recorded call, booked her on a non-refundable fare that is $106.00 less than what she saw on our web site. If she would have booked that fare then she would NOT have received any discount  - which she did -and we could have offered her the prepaid gratuities.  
  
  We are happy to remove the $40.00 discount and the $100 ******** Credit from the booking and then we will add the prepaid gratuities but she cannot have both.   If she wishes to make this change, the client should contact our **************** Manager at ********************************* to make the change.  This should be done as quickly as possible.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20172396
  
  I am rejecting this response because:

  At the time of booking - as it is now - pre-paid gratuities were offered with a 4B stateroom.  I purchased a 4B stateroom. End of story.  (I have supplied a pic of my phone which shows the free gratuities, date, and the cabin number.)  Had I gone ahead online, there would have been no question and I would have had the free gratuities as promised on your website.

  Pre-paid gratuities were not discussed with the agent because I assumed I had them - a non issue. 
  

  Royal Caribbean offers discounts for Diamond members.  That's the reason for my call. (I have attached a snip from the benefits for Diamond members indicating this perk.) i assumed the difference in price was due to that discount.  Please verify what that discount would be and let me know.
  

  I would be happy  with what I had on the internet which includes the pre-paid gratuities PLUS the discount offered by RC for Diamond members.  As always, I  am assuming the pre-paid gratuities cover both people in the cabin for the duration of the cruise. 
  

  
  

  
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20172396
  
  I am rejecting this response because:
  

  At the time of booking - as it is now - pre-paid gratuities were offered with a 4B stateroom.  I purchased a 4B stateroom. End of story.  (I have supplied a pic of my phone which shows the free gratuities, date, and the cabin number.)  Had I gone ahead online, there would have been no question and I would have had the free gratuities as promised on your website.
  
  Pre-paid gratuities were not discussed with the agent because I assumed I had them - a non issue. 
  
  Royal Caribbean offers discounts for Diamond members.  That's the reason for my call. (I have attached a snip from the benefits for Diamond members indicating this perk.) i assumed the difference in price was due to that discount.  Please verify what that discount would be and let me know.
  
  I would be happy  with what I had on the internet which includes the pre-paid gratuities PLUS the discount offered by RC for Diamond members.  As always, I  am assuming the pre-paid gratuities cover both people in the cabin for the duration of the cruise. 

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2023

  On June 14th, we applied prepaid gratuities to this booking.  Guest has been advised that this has been done as she had a dialogue with our **************** Manager.

  Customer Answer

  Date: 06/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise their ad said I got free drink package and internet plus a onboard credit of $200. I thought I got all of those things come to find out they only gave me a $25 onboard credit. I feel they use missleading and untrue adversting. I feel they lied to me and I'm very upset the Cruise was MSC on June 8,2023. I have used them in the past and had great service but, this time I feel they lied to me and misslead me I will never use them again.

  Business Response

  Date: 06/06/2023

  Thank you for allowing us the opportunity to respond.  First, the client made the booking on his own directly through the consumer website on February 28, 2023 for departure on the *** Seaside on June 8th, 2023 (3 night sailing).  There was no agent assistance on this booking during the booking process.

  Our website, like all travel websites, provides different rates for guests to select and each rate that shows comes with its own offer.  All of this information comes directly to us from the cruise line's own electronic feed.  The amenites (offers) are the determining factor of how high or low the rate will be.  When a customer goes directly on to our booking site and selects a fare, the fare determines what offers/amenities the customer will receive. 

  At the time of booking, *** was offering a Beverage Package and WiFi included on some rates but the rate selected by ************* did not include either the drinks or the WiFi.  The rate the customer selected on his own was a deeply discounted rate and the rate itself was the deal.

  We cannot honor a promotion that was not offered by the cruise line for the specific rate selected by the customer.  In addition, the client received an invoice from us indicating the details of the reservation. No offer was showing on the invoice.  The customer contacted us the same day that the reservation was created to make some amendments to the booking.  He contacted ** again on March 27 for details about a possible upgrade.  However, he never mentioned or asked for this specific promotion in either call.  If he had asked, we would have advised him that he was booking the lowest rate deal offered and there were no additional amenities or benefits.  Again, the invoice he received from us also did not make any mention of any additional benefits or perks.
  

  We are sorry for any misunderstanding on the part of this customer but we will not refund or cover for the cost of the promotion as it was never promised or included in the rate code offered.  Thank you..

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20137755
  
  I am rejecting this response because: When I booked it said I would get the free drinks and free internet when I logged in and you lead me to believe that was the deal.  No where did you say this was a different deal and I understood from the cllicking on the purchase that I was getting the full offer.  No where did you say that I was getting a ********** deal.  I will never do buisness with your company again .  I have cruised several times with your booking the deal and have never been treated this way.  I feel that you are not a reliable company.  I will never do buisness with you again.  I did change my email address so, you really didn't look up what have done in the past with you.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/07/2023

  Because of how ALL travel websites display deals, ALL offers are displayed by ship and sail date.  The fare type determines the amenities - this is true for all cruise lines.   When the client received his invoice confirmation, there were NO perks or amenities displayed or confirmed on his invoice.  The email letter that accompanies the invoice advises the customer to read the invoice immediately and carefully and to call us if there are any discrepancies.  While he called, he never brought this up as a question so an agent would have assumed that on his own, he elected that fare which was less than all the other fares, he had already seen his invoice which did NOT list any amenities or perks and he elected not to mention to the agent  Instead, he asked about other things.  Our toll-free number is displayed prominently on our site so that customers can easily reach us if they have any questions in the booking process and an agent would have absolutely advised him that he was selecting a lowest available fare with no amenities but he chose not to do that.  Again, we are very sorry that he did not reach out to us but we are not reimbursing him for items he never elected to purchase in the original transaction.  Thank you.

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20137755
  
  I am rejecting this response because: I feel that they stated I would get these offers as I have said I will never do business with this company again.  I don't care what their polies are they advertised one thing and didn't honor it.  I would urge you to lower their ratting to an "F".  If they offer an internet option why would I have to callthem and talk to someone.  In my opoinin they are disreputal company and I will never do business with them again.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We would like to argue / ***************** for significant dropping the fare rates and ask cruise.com to update the results. Cruise.com failed to reply to our repeated emails . Please refer to the attached files which is self explanatory .Cruise.com should look into our request and take actions by keeping us posted of its findings.

  Business Response

  Date: 03/13/2023

  Thank you for allowing us to respond to this complaint.

  Since ******** contacted us to check with Princess a price reduction, we contacted the cruise line a few times.  Unfortunately, the price dropped after final payment due date and Princess ************************ as well as other cruise lines, do not adjust prices at that point.  The reduce rates are for new bookings only and they do not protect the rate of the reservations that are within final payment.  This is a policy that most of the cruise lines have in place.  They do not offer any price adjustment, or ******** Credit or upgrades.

  We are very sorry for any inconvenience but we cannot adjust a fare that Princess is not honoring.

  Sincerely,

  *************************

  Sales Manager

  Cruise.com

   

   

   

• Initial Complaint

  Date:11/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my family got covid positive on July 13th, 2022 right before cruise shipping date July 19th, 2020. We contacted cruise.com and agent from cruise.com said the Princess ***** which is the cruise company would refund as credit so that we can use in the future. However, it has already been almost half a year and I still don't see my credit. Every time I contacted cruise.com, the agent said Princess **** would refund me, however, there is no way I can contact Princess as I booked the trip through cruise.com.So far, I only received $577.35 and they still owe me $2606.65 in credit.Here is the *********** line:6/20/2022 I book the trip for three persons total $4028 6/23/2022 I cancel one person, and they refund me $407.40 and charged me$486.60 cancellation fee 7/13/2022 Family got covid test positive and contacted cruise.com and were told Princess **** would refund as credit 7/20/2022 Got refund $577.35

  Business Response

  Date: 12/07/2022

  Thank you for allowing us to respond to this complaint.  We have been working on this for a very long time without a final resolution yet.  We contacted Princess and they confirmed to us that the following refunds were processed to the credit card ending on 2541:
  6/23/2022 - $407.41
  7/20/2022 - $577.35
  Princess Cruises are still working on the Future Cruise Credits (FCC) for the remaining balance. They are not providing a valid reason for the delay.
  Unfortunately we cannot provide a date when the FCCs would be ready but we will follow up with them and contact the client when the FCCs are ready to be used.
  We are really very sorry for any inconvenience. 

  Sincerely,

  *************************

  Sales Manager

   

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to call and book a cruise and I was met with an extremely rude person who would not let me explain what I wanted or what I was looking for and when I attempted to see what I was looking for she would immediately cut me off I didnt asked to speak to a manager and she refused three times then upon me actually being transferred to the manager the manager explain to me that I was being the extremely rude one and I had no right to say anything that I said and that she wasnt going to report the employee for doing anything wrong then I attempted to continue on and explain and asked why she would let me reporter for the way she talk to me and she told proceeded to continuously cut me off each and every time when I attempted to tell her to stop cutting me off and stop arguing with what Im trying to say she told me that shes not arguing and then Im going to have to calm down my voice and that I cannot and will not be allowed to talk to her that way ** still confused as the way I talk to her at this point I would like to press charges against her for invasion of privacy and discrimination because she was discriminating against the way my voice sounds and she was listening into the conversation without permission not one singular time was I told that they are currently listening into the conversation which you were supposed to say because the state that I am in requires more than one party to acknowledge that Someone is listening into my conversations even if There was already a recording stating that it may be recorded or monitored you still have to tell the person upon them listening that they are listening into the conversation and that is due to the fact that I wouldve given out private information including my date of birth my childrens date of birth in our credit card information so it which point it became illegal crime of invasion of privacy.

  Business Response

  Date: 09/21/2022

  Please go back and review this complaint.  This is a specious and nuisance complaint for the following reasons:

   

  -*************** is a fictitious name.  

  -The address provided, when checked in ******* is not in ******** *******.  The closest city with this address is ******* **.  You can ****** this yourrself to see what comes up when you search.

  The zip code does not match the address.  The phone number of area code 509 is in *******, ********** and neither the phone number nor the email address come up in any of our internal searches.

  If you re-read the complaint, there is zero concrete information.  If the client had a negative experience with us and wishes to re-submit this with correct and verifiable information from start to finish then, as we always do, we will be happy to research it.

  However, given the numerous inaccuracies in this complaint we are unable to proceed further.

   

  Thank you.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17927214
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  i never created an account and so you are saying I am a fictions person that is extremely disrespectful.

  this is why I filed the complaint to begin with because you people act like that. All of the information I provided is valid and the recorded phones I got from your company show exactly what was done wrong and how I was threatened by your employees.

  but thats okay I will take matters into my own hands and follow up with legal action. 
  I will be pressing charges for Threats and for defamation of Name.

  since you think I am fictional.

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Their website shows a cruise rate that includes a $200 onboard credit. When you click on the fine print it shows that the cruise I picked qualifies for the $200 onboard credit. I booked the cruise and then they told me that there is no $200 onboard credit. The phone rep agreed that the offer clearly states that I qualify for a $200 onboard credit but it must have been a mistake. I have screenshots that show the ad and the fine print showing I qualify for the credit. This is false advertisement. Cruise.com needs to honor what I bought and give us the $200 onboard credit.

  Business Response

  Date: 08/17/2022

  Thank you for allowing us to respond to this complaint.

  The cruise fare selected at time of booking was not offering additional amenities. 

  The price itself was the deal, however, due to a system glitch, we were showing $200 ******** Credit.

  We do apologize for any inconvenience, and as a goodwill gesture, we are proceeding to add the offered ******** Credit.

  We had the opportunity to contact the client via phone and explained him what happened and he is aware that he will be receiving from Cruise.com $200 OBC as offered in our website at time of booking.

  Once again, our apologies for any inconvenience and we hope that ****************** and his family enjoy their cruise on board the beautiful MSC Seashore!

  Sincerely,

  *************************

  Sales Manager

  Cruise.com