ComplaintsforWorldStrides

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid additional money for an excursion for my child. They were not able to go due to the ************** being closed. When they returned we were told to contact the company for a refund. I did, I was told they couldnt do anything until the travel guide filed his log within the following month. I then contacted the company in July and August and was told I would be receiving a refund in about 8-10 weeks. I then followed up and was told I would be getting a refund but they werent sure when it would be sent out. Multiple times I contacted the company and each time since June I was told the refund check was just waiting to be sent. Just today they advised they will not be refunding. They stated that they went on a different excursion, however, EVERYONE went on the excursion not just those who paid for an additional tour. I should receive the refund promised multiple times since there were others who went on the replacement tour did not have to pay anything additional.

  Business response

  11/07/2024

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.
  
  Please be advised that on certain dates, some attractions or activities may be closed, and the availability of some venues advertised or communicated cannot be guaranteed. Venues may also close without prior notice due to public holidays, festivals, or routine maintenance.

  
  In the event that, for any reason beyond WorldStrides control, one of the activities listed on the itinerary is not accomplished, our team will work diligently to find an alternative activity that provides an educational experience for our travelers.

  
  We truly value you as a customer. As a token of our appreciation, we would like to offer you a $80.00 future travel credit for any trip you might book in the future.

  
  Thank you once again for choosing WorldStrides. We hope to have the opportunity to serve you better in the future.
  
  Best regards,
  ******** *******

  Customer response

  11/07/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Worldstrides originally sold us a school; trip for $1752. On the final payment, that figured ballooned to $2259. I have requested in writing and over the phone an itemized updated bill to explain the discrepancy. They have offered me nothing. They have not provided any financial information at all for this trip. The only point person for the trip is the high school band director, and he has no information. Managers will not return my calls (11/5, 11/1, 10/30, 10/25). Was promised an email update today, did not receive an email 11/5. At this point, I suspect fraudulent charges and want the account balance for the trip refunded in the amount of $507 to restore the initial agreed upon price for the trip.

  Business response

  11/07/2024

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  I hope this email finds you well. I am writing to address your concerns regarding the recent increase in the tour price. Upon thorough review, we have determined that the reason for the price adjustment is due to the minimum enrollment requirement not being met.

  The original price was based on an expected enrollment of 68 participants, as outlined in your Parent Registration Letter, which I have attached for your reference. This letter also detailed the potential for price changes under such circumstances.

  Furthermore, I would like to clarify that we do not provide an itemized breakdown of the tour cost. This is because our pricing structure is based on group reservations and all-inclusive packages, and all prices are quoted accordingly.

  Please feel free to reach out if you have any further questions or additional comments. We appreciate your understanding and look forward to assisting you.

  Thank you for your continued support.

  Best regards,
  ******** *******

  Customer response

  11/08/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business, as stated in my original complaint, refuses to provide proof for the price increase. Without providing proof which would validate this price increase, I am unwilling to just take their word for it. No notice was sent to customers or the school about the price increase for this trip. I believe WorldStrides' actions to be in violation of Illinois state law: HB0296, and the Illinois Travel Promotion Consumer Protection Act, section b.

  Regards,
  
  ******* *******
  
  
  
  

  
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In April of 2024, our school sent out an email to sign up for a field trip that is for 8th graders in April 2025. I signed up Fairly Quickly as these trip have a limited number of slots and sell out fairly quickly. I chose the debit card option and picked an auto saved card. Unfortunately the card I picked was a credit card which incurred 2% fee. Upon signing up, there was notification from the ez pay that we would be notified before the charge occurs. I never got notified of any pre payments as if they had sent it to me I would have changed it to a debit card. I called them on 10/16/24 and changed to a debit card. They told me to contact the credit card company to reimburse the fees. The credit card company indicated that it was worldstrides charging the fee not the credit card company. I called them again and requested for a courtesy reimbursement. They said a manager would call me back and no one ever did. First they didnt send me notification on the payments per their protocol and secondly dismissed my concern. I hope they do not do this to other families either. They need to notify them as they promise. I would like reimbursement of my 2% that I paid

  Business response

  10/22/2024

  Dear Deepa,

  
  Thank you for taking the time to share your review with us. We appreciate your honesty and value your feedback. Were truly sorry that your experience fell short of your expectations. Your comments are essential to our continuous improvement, and we take them seriously.

  
  We apologize for any inconvenience you may have faced, and were committed to making things right. Our team is actively addressing the issue you raised, and well work diligently to prevent similar situations in the future. To comply with your request, weve applied a credit to your account in the amount of $67.00 which is the total surcharge fee for the entire cost of the trip.

  
  If theres anything else youd like to share or discuss, please feel free to contact us directly. Were here to listen and learn from our mistakes.
  Thank you once again for choosing our brand, and we hope to have the opportunity to serve you better in the future.

  
  Best regards,
  
  ****** *****

  Customer response

  10/22/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  Deepa Rekha
  
  
  
  

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 31, 2023, we paid for our child's *************/** trip scheduled for June 21 - 27, 2024. With that purchase we paid $339 for the full refund program. On June 19, 2024 she developed a fever, and then tested positive for Covid. We had to cancel her attendance on the trip for obvious reasons. We contacted them on the 20th and were told that the cancellation was noted in the system, and there was nothing else we needed to do, and we should receive our refund in 6 to 8 weeks. Since then, we have followed up with 3 phone calls on separate occasions inquiring about our refund. Each time we were put off and told that it was coming. WorldStrides' website says it can take up to 12 weeks to receive your refund. It has been 17. The last contact was on 9/30/24 at 1:20pm PST when I spoke to *******, and was told our refund would be processed no later than today 10/11/24. They are an ****************** and it is 7pm their time with no refund on our account. We paid $3513, of which $3125 should be fully refunded.

  Business response

  10/15/2024

  Dear *****,

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.
  First and foremost, please accept our sincere apologies for the delay in processing your refund. Despite our efforts to expedite the process, an error in our system prevented this from happening as promised.

  We are pleased to inform you that we are now working to send your refund check via **** no later than October 18th, 2024. Please allow 7 to 10 business days for the check to be delivered.

  We appreciate your patience and understanding during this process. Please know that you are a valued customer of **********************, and we look forward to providing you with a better experience in the future.

  Best regards,
  ******** *******

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It's about a field trip from my daughter's school (Loving Savior), this trip is organized and charged by WorldStrides. Traveler Name: ******** *** Customer Account Number: ********* Trip ID: ****** When we received the paper flyer of this trip from the school, the flyer didn't mentioned every student going on the trip needs an adult chaperone to go with them, so we registered and pay $49.98(includes 2% credit card fee) register fee on 8/27/24, then they charged us $204(includes 2% credit card fee) on 9/17/24. We received an email from my daughter's teacher mentioned every student going on the trip needs an adult chaperone to go with them on 9/19/24. But I and my wife don't have time to go to this trip, so we contacted WorldStrides and explained the situation that it's not our fault and requested for a full refund of total $253.98. They told us they didn't require this, they will contact the school to figure out the situation. WorldStrides contacted us back after a week on 9/27/24, a gentleman who said himself is a supervisor told us they already contacted the school and knew about the situation, but their policy is no refund, the best they can do is to refund us half of what we paid, which is $125. I said if that's the best you can do, then we will take this refund. But till today 10/7/24, we still don't see any refund to our credit card. And here is my opinion, apparently we were mislead by the flyer and made the wrong decision, it's not our fault at all on this matter, 0% fault. That's why we need to cancel the trip and ask for a full refund. So I wish BBB can help me to get the full refund for this case. Thank you.

  Business response

  10/10/2024

  Dear Jeanping ,
  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.
  
  We are extremely sorry that Victoria will be unable to attend her trip, due to you as parents not being able to attend. While we empathize with your situation, we want to confirm that looking into the details of the process our records indicate that the Program Leader at your school shared this information with all the parents at the parent meeting. She has confirmed that this is a rule in place to assure the safety and good care of all students participating in the trip as the students are very young, The exception you are requesting falls outside of our terms and conditions, however, we are looking into the possibility of making an additional exception for you and provide you with a higher amount than the one provided before through the exception already granted, while we cannot guarantee it, we want to assure you that we’re looking into it and will get back to you as soon as possible.
  Once again, thank you for choosing WorldStrides. We truly value your business and hope to have the opportunity to serve you again in the future.
  Best regards, 
  
  Isabel Solis

  Customer response

  10/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 22393782, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  They didn't offer any extra refund in the message, but I would like to respond to their message, if you can please forward it to them? Thank you.

  In the merchant's reply, they mentioned "our records indicate that the Program Leader at your school shared this information with all the parents at the parent meeting." 

  Regarding this, I want to clarify, the parent meeting was held by the end of the summer vacation, while it's still in the summer vacation, our family was out on vacation and did not attend this meeting, and we didn't receive any meeting summery after the meeting from the teacher, so we didn't know any rules about this trip, the only information we received was the flyer. And as I mentioned before, it's not our fault at all.

  
  Regards,
  
  Zhenke Lai
  
  
  
  

  
  

  Business response

  10/15/2024

  Dear Jianping,

  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  We apologize for any inconvenience you may have faced, and we’re committed to making things right. Our team is actively addressing the issue you raised, and we’ll work diligently to prevent similar situations in the future.

  We are pleased to inform you that an additional refund of $124.00 was granted bringing your account to a total refund of $249.00, to be issued within 4 to 6 weeks.

  We appreciate your patience and understanding during this process. Please know that you are a valued customer of WorldStrides, and we look forward to providing you with a better experience in the future.

  Best regards,
  Cristian Escobar

  Customer response

  10/15/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID 22393782, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: complaints@richmond.bbb.org.
  
  Regards,
  
  Zhenke Lai
  
  
  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son was signed up to go on his 8th grade band Cleveland trip. I found out in August that his trip was "cancelled" and he can no longer go. I went onto my parent portal and it said NOTHING. My deposit went through and I signed up for automated withdraw. On my end everything looked correct. We only found out through the teacher that his trip was canceled. I have called them 5x. Every time they say they are going to call me back and don't. The band teacher said there is plenty of room on the trip but they claim there is nothing they can do. On February 22 I signed him up. On Feb 23 the canceled the trip (without telling me, no email, nothing, the portal does not even say it is canceled). On Feb 28 they withdraw the deposit of $125!! After they supposedly canceled the trip for him. Why in the world would I think his trip was canceled if they withdraw the money and it did not say anything in my parent portal. After the 2nd phone call I made they closed my account so I can longer get on the parent portal to prove anything. The band teacher said this happened to other students as well. They refunded my $125 yesterday again without a single communication. They never sent a single email about ANYTHING. The band teacher said this year they have made a lot of mistakes and now they will not return my phone calls. The 1st time I called the person said it should be no problem to add him on and now they are ghosting me. This is his big 8th grade trip with the band he has been with for 3 years. He is the only one who plays his instrument so that's a bummer for the whole band. Their customer service is awful and this was THEIR mistake on THEIR end and I want them to fix it. I can't upload any documents because they completely closed down my account.

  Business response

  09/27/2024

  Thank you for reaching out to us regarding your recent experience. We sincerely apologize for any inconvenience caused and appreciate your feedback, which we take very seriously. Upon reviewing your complaint case,we would like to clarify the following points:

  *The registration was made on February 22nd, 2024, the reservation was not completed upon registration.
  *On the same day February 22nd, 2024, we sent you an email to log in to your account and pay the initial deposit to book the registration.
  *Upon not receiving the payment during the deadline provided the account was canceled on February 23rd, 2024.
  *On February 26th you logged in to the account and made the payment for the initial deposit, unfortunately, the deadline had already passed, and the account remained canceled.
  *You contacted us on September 12th since you were informed the account was canceled.
  *We have already issued a full refund back to your account.
  

  Currently, we are unable to accommodate additional participants for the trip due to our strict adherence to enrollment deadlines necessary for group reservations. We plan and book well in advance with our third-party providers, which necessitates sticking to these deadlines.

  
  We have contacted the corresponding departments regarding your concern, unfortunately, we were informed reservations can no longer be made.
  We value your business, thank you for your patience and choosing our services. We are committed to regaining your trust and hope to serve you better in the future.
  

  Best Regards

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

  
  

  Customer response

  09/27/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  You failed to mention that you accept my payment on Feb 28 and then in the parent portal it appeared as everything was good. You also kept my money!!!! I would provide proof of that but you conveniently shut down my portal. The 1st ****** I contacted made it sound like it was a mistake on YOUR company. When you shut down my portal that's when I knew your company was shady. Even at that point you still kept my $125. It wasn't until the 3rd or 4th ****** I talked to that said I was approved for a full refund because the deposit was a mistake.  So 2x your company admitted the mistake.

  This is a super important trip for my son and he is missing out because your company is awful. I am a believer that where there is a will there is a way and you could bend your "strict" policies and find him space on the trip. I do not trust or believe for one minute you actually care. 

  I never received an email on Feb 23. Please provide me with proof that was made. 

  
  Regards,
  
  ******* ******
  
  
  
  

  
  

  Business response

  10/03/2024

  We regret to inform you that we are unable to reinstate your account at this time. Due to our reliance on third-party vendors, we must make reservations well in advance. Unfortunately, with such short notice, we are unable to secure accommodations for your child.

   We truly value you as a customer. As a token of our appreciation, we would like to offer you a $100 future travel credit for an Air trip or a $50 credit for a bus tour.

  Thank you once again for choosing WorldStrides. We hope to have the opportunity to serve you better in the future.
  

  Best regards,
  ******** *******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am owed a $4000 refund on an account balance I have with World Strides. On July 1 they claim to have started the refund process and I have had nothing but the run-around since, and still no refund.

  Business response

  09/17/2024

  Dear *********,

  
  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  
  Currently, our refund timeframe is 12 weeks. Upon reviewing the timeline, we discovered that your refund of $4,219.00 first started processing on July 1st, 2024. Based on this date, the funds were set to be processed in the first week of October. Our finance team has been working on reducing the refund timeframe while adhering to our current guidelines. In this case, we managed to process the refund at the end of August, as you were informed.

  
  As per our agreement with our service provider, we are obligated to issue a refund back to the original payment method we received the funds. Since the original funds were received in the form of a check, we needed to issue a check to process your refund. This check was mailed on the week of September 2nd via ****. These are typically delivered between one and four weeks,but we do not have control over their delivery timeframe. We previously confirmed that the mailing address on file is correct, but considering there are no tracking numbers provided, we are unsure why they have not been delivered to you yet. Should there continue to be any issue or delay, please contact **************** and ask to speak with me directly so I can provide you with direct assistance regarding the issue.

  
  We appreciate your patience and understanding during this process and would like to reiterate that you are a valued customer of **********************. We look forward to continuing to provide you with a great experience.

  Sincerely,
  
  ******* ********
  Custome Engagement Supervisor

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took a trip through World Strides to ************* with my daughter. I paid 2917. for my portion of the trip. As a Chaperone I was to recieve a refund with in a week of my return based on the number of participants. My refund amount is 2048. I did not get my refund with in a week of return and that is where the issue is. I called several times over the course of the summer and each time told a different refund date and their process for refund. I was told the following dates as refund dates, 1st of July, 15, 30. August 1 and then October 1st, 15th. On this call I was very frustrated and told them that his was rediculous. They put in an emergency request and should have my money in two weeks. Nope. I was told funds would be direct deposited in my bank on the 23rd of August. I called my bank no such transaction occured. I called world strides again and asked what was going on. They said my bank had returned the funds and a check would be issused on August 27th and mailed to that Friday the 30th. Today is Spetember the 7th. I still have not recieved a direct deposit or check for my refund. I need help because I feel the company is unfairly withholding my money. I traved June *****st. Its been nearly 3 months since my trip.

  Business response

  09/10/2024

  Dear *****,
  Thank you for reaching out to us regarding your recent experience.We appreciate your feedback and take all customer concerns seriously.
  Upon reviewing your complaint, we understand that you are requesting an earlier refund timeframe. Although weve recently updated our refund policies, weve made an exception to expedite your refund. Your $2,048.00 refund has been processed and mailed on the week of 09/06/24 to the mailing address on file on your WorldStrides account.
  As per our standard procedure, the check was dispatched via **** standard service, which typically takes between one to four weeks for delivery.Since we do not control **** delivery schedules, we kindly ask you to allow for this time frame.
  We apologize for any inconvenience this may have caused. Thank you for your patience and continued support. We value your business and hope to address your concerns effectively.
  
   Best Regards,
  *****************************;

• Initial Complaint

  08/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In March 2024, I registered my son for the ************* trip through ************************ in ************, IN with *******************. On July 15, 2024, so we canceled the trip and we were told in writing that in six weeks we would have to refund. 6 weeks has come and gone and when I emailed the company, I was told that was administrative changes. It would now be 12 weeks. I was not made aware of these changes and it is unfair to have to wait another 6 weeks for changes on the companies end that no one was made aware of. This is money that I was counting on being returned in the promised time frame. This is unacceptable and would like advice on how to proceed. I was not aware of changes and this in an unacceptable practice for them to hold my money.

  Business response

  09/05/2024

  Dear *******,
  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.
  Upon reviewing your complaint,we understand that you are requesting an earlier refund timeframe. Although weve recently updated our refund policies, weve made an exception to expedite your refund. Your $745.00 refund will be processed no later than 09/20/24.
  We apologize for any inconvenience this may have caused. Thank you for your patience and continued support. We value your business and hope to address your concerns effectively. 
  
  Best regards, 
  
  ***********************

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  Please See attached that the current refund amount is not the same as previously noted in an email dated 7/15/24.  I would like the full refund that was originally promised by 6 weeks which would have been almost two weeks ago   

  
  
  
  Regards,
  
  *****************************
  
  
  
  

  
  

  Business response

  09/06/2024

  Dear *******,
  Thank you for bringing this to our attention. Our records indicate that after your WorldStrides account was canceled, a $333.00 payment was declined. This, along with a $35.00 declined check fee assessed by the bank, has resulted in the change to your refund amount, which is now $745.00.
  Please note the details below:
  Reflected paid balance before cancellation: $1,431.00
  Deductions:
  Cost of Full Refund Program: $219.00
  Non-Refundable Deposit: $99.00
  Refund amount quoted on 07/15/24: $1,113.00
  Declined payment on 07/31/24: $333.00
  Non-sufficient funds fee: $35.00
  Updated refund amount: $745.00
  Attached, you will find your account invoice. If your bank account reflects the $333.00 payment as processed, please do not hesitate to contact us directly so we can adjust your account and refund the amount.
  We sincerely apologize for any inconvenience this may have caused. Thank you for your patience and continued support. We value your business and are committed to addressing your concerns effectively.
  
  Best regards, 

  Customer response

  09/06/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *****************************
  
  
  
  

  Customer response

  10/03/2024

  Contacted BBB previously due to extended refund time. Received messaged from World Strides stating that they would expedite the refund and have it processed by 9/20/2024. Almost 3 weeks past that date and no refund to my account through direct deposit or mailed check. No correspondences either stating their is another delay. Would like refund completed right away since it is 5 weeks past original refund promise date and now its three weeks past second promised refund date.

  Business response

  10/09/2024

  Dear *******
  
  Thank you for reaching out to us and sharing your experience. We truly value your feedback and want you to know that we take your concerns seriously.

  
  First of all, we hope you will accept our most sincere apologies for the delay in your refund, although we requested the corresponding department to expedite the process, an error in the system prevented this from happening as offered previously.
  However, we would like to confirm that we are working to send your refund check delivered in express service to be sent no later than 10/17/24, in addition, we will be refunding you an additional $35.00 refund as a token of appreciation. Therefore, your refund will be for $780.00

  
  We appreciate your patience and understanding during this process and would like to reiterate, that you are a valued customer for ********************** and that we look forward to providing you with a better experience in the future.
  
  Best regards, 
  
  ****** *****

  Customer response

  10/09/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******* *******
  
  
  
  

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled a trip with Explorica since March. I have not received my refund of $3023 as of today. I have emails from them detailing that my check was mailed 7/19 & 8/2. I just got off the phone with them and they said they never mailed the check and have to investigate the matter. Please help me to resolve the matter and receive my refund in a timely manner.

  Business response

  08/30/2024

  Dear ******,
  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.
  Upon reviewing your complaint,we understand that you are requesting an earlier refund timeframe. Although weve recently updated our refund policies, weve made an exception to expedite your refund. Your $1045.00 refund has been processed and mailed on the week of 08/23/24 to the mailing address on file on your Exploricas account.
  As per our standard procedure, the check was dispatched via **** standard service, which typically takes between one to four weeks for delivery. Since we do not control **** delivery schedules, we kindly ask you to allow for this time frame.
  We apologize for any inconvenience this may have caused. Thank you for your patience and continued support. We value your business and hope to address your concerns effectively.
  

  Best regards, 

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

  Customer response

  08/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I am owed $3023 and I want my entire refund to resolve the issue. I paid for a trip that was supposed to take place in August,2024. Due to lack of enough travels in my group (people lost their job etc) the trip was rescheduled for 2025. I did not plan to go at that time frame and cannot go at that time. Why is my money not being refunded in full because of other peoples actions? I held my end of the bargain by paying on time for over a year and now I am being denied a refund. I NEED ALL my money back in FULL.
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  09/05/2024

  Dear ******,

  Thank you for reaching out to us regarding your recent experience. We appreciate your feedback and take all customer concerns seriously.
  Upon reviewing your complaint, we want to offer you our deepest apologies, your refund amount is $3013.00, not the previously provided amount. Our records indicate that your refund check has been processed and mailed on the week of 08/23/24 to the mailing address on file on your Explorica account.

  
  As per our standard procedure, the check was dispatched via **** standard service, which typically takes between one to four weeks for delivery. Since we do not control **** delivery schedules, we kindly ask you to allow for this time frame.

  
  We apologize for providing you the wrong amount in our previous response. Thank you for your patience and continued support. We value your business and hope to address your concerns effectively.
  
  Best regards, 
  
  ***********************

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