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Pieter G

1 reviews | Active since Oct 2017

20 Oct 2017, 12:52

Poor Service

I made a booking on Safarinow.com at the end of August 2017 for the end of March 2018. we have been struggling to fall pregnant for some years now and got the great news last week that we are. I have contacted Safarinow and the establishment where the booking was made to find out if I could cancel as this is a malaria area and we cant take the chance. The establishment told me this is not a problem as we are loyal customers to them and safarinow and have booked with them 47 times in the past and that they are more than happy to refund the full amount paid to me as my notification is so far in advance. For 5 days now after 12 calls and 7 emails to Safarinow I have been promised call backs and the refund asap but none happened. On Thursday 19 Oct I called again and was assured that the refund was finalized and I will receive and email to confirm and the funds back in my account. Today 20 October I have not received the funds but did get the email yesterday afternoon. I called for the 9th time this morning and was told that the refund was finalized this morning and I will receive the funds in 5 working days. so the stories are not adding up. The person I spoke to told me its fine I can do whatever I want as this is out of her hands. I wanted to make another booking for another place with the funds and will be losing my reservation if not paid today. Safarinow will never get business from me, my family and friends or the company I work for again. We all together have made 28 bookings with them in the last month and will never again use them. its funny that when you make the booking the payment to them is immediate from you??

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Replies (11)
Safarinow.com
Safarinow.com's reply20 Oct 2017, 13:21
Official

Hi Pieter

We would like to acknowledge your review and assist you with your query.

We have searched for your emails, however we have not been able to find any and your cancellation was first brought to our attention when you called in on the 18th October. When you called on the 19th and spoke to Taryn she let you know that it had been processed and the funds would take anywhere between 5 to 7 working days to reflect.

We can confirm that Taryn processed the cancellation and the refund was loaded back to the card you used when paying for the booking. This was done on the 18th October.

Unfortunately as it is a credit card refund we are not able to speed up the Banks' process in this regard.

Should you require any further assistance please do not hesitate to contact us directly.

Kind regards

Safarinow.com

Best regards,

PG
Pieter G's update20 Oct 2017, 13:56
Reviewer Update
Thank you for the reply Sarinow.com. I have a few other bookings with you and will be starting to cancel all in the next few minutes. I spoke to Abigail this morning and was told that the refund was completed this morning only. So again the stories doesn't line up. Please send me the email address where I can forward all the mails to as you don't find them. My first call to Safarinow to cancel this reservation was on Monday morning 16 Oct at 8:30. After that I was told that Safarinow would contact the Establishment and come to back to me. On Tuesday I have not received any feedback and called the establishment myself to start the proses. I can send you all the mails for that as well with my telephone records. I have a company using reps so use Safarinow all the time for them. I also use it for all my family and friends. I have made a list off all the bookings we currently have with Safarinow and will be starting to cancel all now. It is really bad that I pay my reservations immediate and are struggling to get one refund out of 47 bookings back for 5 days then have different stories told to me etc.. The total value of my bookings we all have currently is at R81000. I am more than willing to cancel all and take this matter as far as I can especially after Abigail told me NO PROBLEM. Goodbye Safarinow.com.
Safarinow.com
Safarinow.com's reply20 Oct 2017, 14:29
Official

Hi Pieter

We are sorry to hear of your struggle to cancel your booking.

After further investigation we have discovered that you emailed the establishment on the 17th and they forwarded your email to us on the 18th.

Upon receipt of this email we cancelled the booking and loaded the refund via the credit card refund platform with our Financial Institution.

We will give you a call shortly.

Kind regards

Safarinow.com

Best regards,

PG
Pieter G's update20 Oct 2017, 15:26
Reviewer Update
Thank you for the reply. I have received a phone call from Faiza witch I deeply regret. It has made the whole experience just more bad. After been told how Safarinow have done all correct from her I received a new story again that the refund was finalized Thursday morning 19 October. All I want is my funds back asap and wish with all my heart that me and all the people I care for would never have to deal with Safarinow or the staff again. I will do all I can to avoid any connection in business with the company for the future. If I am aloud all I would ask is my funds back and promise to never bother again with any matter.
Safarinow.com
Safarinow.com's reply20 Oct 2017, 15:39
Official

Hi Pieter

We are terribly sorry that we are unable to assist you in receiving these funds any sooner as the refund was already sent through to the bank. It is currently between banks and being processed.

As mentioned earlier the refund will reflect within 5 to 7 working days from the 19th October.

We are able to send you the proof of this transaction which Faiza offered if you wish for us to do so.

Kind regards

Safarinow.com

Best regards,

PG
Pieter G's update20 Oct 2017, 15:47
Reviewer Update
Please forward the proof asap so that I can take the matter further.
Safarinow.com
Safarinow.com's reply20 Oct 2017, 15:50
Official

Hi Pieter

We will do so this afternoon.

Kind regards

Safarinow.com

Best regards,

PG
Pieter G's update24 Oct 2017, 08:12
Reviewer Update
It have been a week now since I started the refund progress with Safarinow and the establishment and still have not received the refund. Nedbank and Standardbank are not able to pick up any refund with the Confitmation of refund I received from Safarinow. I will take this further with the establishment where the booking was made as they should know how their clients are treated. To the public out there, please stay away from Safarinow as it can really lead to big disappointment and frustration with something you planned and hope to be a relaxing and pleasant holiday.
Safarinow.com
Safarinow.com's reply24 Oct 2017, 10:06
Official

Hi Pieter

Following the cancellation received from you, SafariNow initiated the refund process.
As per the response sent the 20th of October, card refunds can take a number of working days to reflect back on the payers account.
It has been 3 working days since we processed the refund, please allow more days as per initial correspondence.

Regards
SafariNow

Best regards,

PG
Pieter G's update24 Oct 2017, 12:02
Reviewer Update
An update on my latest news: So Safarinow have sent me a refund confirmation from Peachpayments witch I assumed was the company they used for their payments. I called Peachpayments and was told that they cant track the matter although I have reference numbers and so. This will take 10 working days from them and will then be in Nedbanks hands. The lady told me that only Sarainow can speed up this proses if they are willing to. And I clearly know that they don't want to. I spoke to the establishment where the booking was made and the owner is badly shocked and will reconsider bussines with Safrinow for the future as they are not aware of the refund proses with Safarinow. the establishment have not even paid my deposit that I paid immediate to them on 31 August. So it looks like Safrinow are holding to others money for as long as they can. Please be warned everybody!!!
PG
Pieter G's update27 Oct 2017, 10:21
Reviewer Update
OK, so its been 10 working days since I started the refund proses with Safarinow. After many phone calls, different stories of the proses and a lot of promises I still do not have an answer. I contacted Peach Payments again myself as nobody return my calls from Safarinow and Peach Payments. No update and no answers. I was told that I can google the address of the company doing the refund and go there by Peach Payments. So this is just a situation that could not be resolved. The biggest disappointment and the most trouble to go threw I have ever experienced. Beware of the way this companies are doing business everyone. A pleasant brake away have turned out to be my worst nightmare dealing with these companies. Well done Safarinow and Peach Payments! You have succeeded in making this the worst experience ever!!