Safety and comfort is not a concern!

After flying to George and pre booking a rental car with a car seat for my daughter, it saddens me to say that the service and treatment we received was appalling from start to finish. Upon collecting the car seat, we were told to wait in the car park, and it was handed to us from a back door of the office. The car seat was damaged around the seat and buckle area. The material was torn and there was no sponge in the seated section of the chair. The mechanism and bolts were exposed on the chair. We said to the lady who handed us the chair that we were not going to accept the chair for these reasons. She shrugged her shoulders and said it was the only chair they had to it was a “take it or leave it” situation. Not having much of a choice, we made a plan by folding blankets to make a cushioned and comfortable seat for my daughter. When we returned the car and car seat two days later, I asked the person checking the car to make a note of the damaged chair as I was going to escalate the matter to head office.

Once the matter was escalated to head office, I was passed from person to person. After much frustration and wasted time, I asked for the matter to be escalated to a manager or supervisor. I received an email back saying “your request has been declined” . My husband received a call from a customer service agent, the lady who phoned accused us of damaging the chair while on the trip and asked why we accepted it in the first place. She also stated it was obviously us who damaged the chair as it’s been ripped by a dog. She explained that Eurocar would never dispatch a chair that looks like this because they have systems in place. As much as we tried to explain what we received and what we paid for were two very different things, she was argumentative and frankly quite threatening.

At the end of the day, I paid for a chair that has exposed metal and raw bolts on the seat. Is this really customer service? Is this really how business is managed? We never wanted a refund, we wanted acknowledgement of what he happened, but instead it was insinuated that we were guilty of damaging the chair.