Written by Ashley
Rating: 1
Extremely poor customer service and an enormous waste of time
I booked two tickets with The London Cabaret Club for £134 and contacted them within approximately an hour because I needed to move the booking to a different date.
What should have been a very simple amendment turned into hours of unnecessary emails, telephone calls and repeated chasing.
I was initially told I would have to pay an additional £40 simply to change the date, despite contacting them almost immediately after booking. I repeatedly struggled to get responses and had messages and calls that were not returned.
The most disappointing part of the experience was dealing with the Head of Sales, Anthony Bassey, who introduced himself to me as “Tony.” Despite my repeated attempts to get the issue resolved, my messages were not returned. It was only after I became extremely frustrated while speaking to another member of staff that he called me back almost immediately.
During that conversation, I asked for his surname because I wanted to make a formal complaint about the way the matter had been handled. He refused to give it to me.
I have subsequently established that he is Anthony Bassey, Head of Sales.
What makes this particularly frustrating is that I actually wanted to remain a customer. I was not originally asking for a refund — I simply wanted to move the booking, and I was even prepared to upgrade the experience.
Instead, after wasting hours trying to resolve something that should have taken a few minutes, I have now been told that the entire £134 booking for two people will be refunded.
I am currently awaiting written confirmation that the refund has been processed in full.
For a company selling a premium entertainment experience, I found the standard of customer service astonishingly poor. The lack of communication, repeated chasing required and the way my complaint was handled completely destroyed any desire I had to visit.
Based on my experience, one star is unfortunately the most I can give.