ComplaintsforMei Tour & Travel

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We traveled on Sept 26th.My mom left a sweatshirt on the bus after the trip. We immediately contacted the tourist guide to see if we could take the sweatshirt back, but he refused to help. Later, we contacted the customer service and they said the only thing they could do is to ship the sweatshirt back. The manager, named KT??(*****************) asked us to pay $25 for the shipping fee. When we doubted that $25 is too much to ship a sweatshirt from Vegas to WA, he said that this price is determined by the post office, emphasizing that it takes $9 to send a small envelope. Thus we paid the bill. However, when the package arrived, we noticed that the shipping fee was noted on the package, which is only $12.75! Then we contacted the manager ***************** again. This time he said the extra $12.75 was a handling fee. I felt that we were cheated by him. Even though I didn't feel good with his lies, I was still kind and polite throughout the call, saying that he should tell us the truth in advance. What I am looking for is transparency. Also, it does not make sense for a travel agency to charge such a large amount of handling fee to send back the missing item to the customer, since the trip package we paid includes service fee, plus they already charged us extra $12/per person tips during the trip. When I asked why the manager didn't mention about the handling fee before, he didn't answer my question, but yelled at me, saying GO TO THE ****, YOU F****** IDIOT! (???,?? in mandarin) and he hung up the phone immediately. I am shocked by his attitude. He is so impolite, arrogant and disgusting. How could such an ill-bred person be a manager of a travel company? His vicious curse really caused mental damage to me and my family.

  Business response

  11/07/2022

  When they enter the bus, we have a sign on the tour bus noticing all the customers to check for any items left behind and it is not our responsibility if they do leave any items behind. After, they required us to send the clothes back. Thus, we told them that we will charge $25 including shipping fee and labor fee to ship back their clothes. They agreed to pay for it, but as soon as they received their sweatshirt, they started to complain that the $25 is to expensive and they refused to pay for it. We have contacted them and explained the situation with them, but they don't agree with the explanation and started to harass us by  calling our customer service for 24 hours a day even at midnight, yelling at us and harassing us making threats that they will give bad reviews on the internet. We gave the receipt on 10/13/2022, they paid on 10/13/2022 and we had to send it out on 10/18/2022, all the information is in the pictures that we sent.

   

  Mei Tour Management

  Customer response

  11/08/2022

   
  Complaint: 18318440
  
  I am rejecting this response because:

  They are lying. I am more than happy to provide detailed evidence!

  1. We were not informed of the labor fee in advance! It was right after we got the package and saw the actual shipping fee ($12.75) and then contacting them that they told us "oh the extra is for labor". They are lying! I have all chat history. Even on the receipt, it is labeled as "delivery fee", not "delivery fee + labor fee". If they claimed that they informed us of the labor fee in advance, could they provide the evidence?

  2. The agent claimed that we "called our customer service for 24 hours a day even at midnight, yelling at us and harassing us making threats that they will give bad reviews on the internet. " Such a joke! I never did so!! Whey are they still lying?? If I did so, could they provide the call history that I did during the midnight. Neither did I yell at them or harass them. We didn't even contact this agency after the manager yelling at me. (If I do, please provide the evidence! I could provide my call history from Oct 1st to present if needed).

  3. On ******* website, this agency even claimed that the cloth was left in the Antelope Canyon. They said they went back to Antelope Canyon to help us pick up the cloth. The truth is that, the cloth is left on the bus. No one went back to Antelope Canyon. My mom confirmed that with the tour guide right after the trip (we have the chat history as evidence). They are just so good at lying!! They could make story from no where. Such a shame. 

  What I am asking for is the justice. The way this travel agency treats its customers really shocked me. I have never dealt with people like them: rude, lying, no honesty. Their lies are just ridiculous. How dare they say something that I never did?!
  I've attached:
  1. The chat history between me and ***************** Service
  2. The chat history between my mom and another customer service in ***** (Mei **** cooperates with a ******* agency)
  3. The phone call history between the manager (KTChangDe) and me. (The first phone call was received by his colleague. His colleague told me to call back in ~15mins. Then I called the second time at 11:59am. The phone call only lasted 2 minutes, because the manager just yelled at me and hang over the call immediately). After that call, I never call them! They are just lying!!

  (Since the select button does not work, I just drag files to the place. If the attachment does not work, please provide me with a good email address so that I could send it over through email).

  According to the chat history (1&2), you could see that:
  1. They never mentioned about the labor fee in advance. They keep using ???(shipping fee in *******) during our conversation. If they insisted that we were informed of the labor fee, could they provide the evidence (like the chat history mentioning about labor fee before 10/21?)
  2. Both my mom and I are trying to be kind over the conversation. We keep saying "thank you" to them. 
  
  What I am angry at is not the labor fee, but the fact that they didn't tell us the truth in advance. If they were transparent with us in advance, telling me that they are going to charge extra handling fee or labor fee, I won't complain anything. 
  They could refuse to refund. But they have to apologize for their rudeness, and all those kinds of lies and rumors afterwards!! I never yelled at them. I never harassed them. Please stop making stories and spreading rumors. It is Mei **** that yelled at, cursed and harassed its customers. 

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

  Business response

  11/09/2022

  They booked through a third party agent. We have already explained everything to the agent. They should contact the agent instead of us. If they keep harassing us, we will take legal actions. If there are any more problems with us, please contact our attorney.

*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. ↩