Refund Complaint

You are not alone. There are other similar complaints on this forum.

Take a look at your card provider’s chargeback arrangements and consider using section 75 of the Consumer Credit Act.

A couple of weeks ago we were on a site where we were paying with vouchers, as they couldn't be used at the time of booking the deposit was debited to my credit card. Upon arrival said deposit was immediately refunded to card, as showed within a couple of hours. I think you have just been unlucky.

The difference is, Trellis, that your refund was dealt with there and then on site whereas the OP's involved head office as was the case with another complaint detailed on here.

Clearly you are going to have to contact the Club again directly. In the early days of the new booking system some had deposits taken twice and it seemed that the people on the other end of the phone did not have the means to process the refund there and then (unlike campsite staff)  but had to pass it on to those that could. If that is the way the system works then there is always the risk that instructions are mislaid? I totally agree that it is far from satisfactory and it should be more robust. One could understand a few days delay but nearly a month!

David

This is yet another case where CAMC just don't seem capable of doing simple things right. I know that on this website, there are so many complaints and moans but they're usually justified - it's a shambles!

Update re outstanding refund ….. as per my original message regarding a refund from 20th April I again phoned CAMC office today on 9th May to be told the refund HAD NOT been processed due to a mix up as they use 2 systems !!

So, once again I have been told the refund will be processed today but be prepared to wait up to 14 days before it reaches my credit card.

I understand several members are stating similar issues so clearly the CAMC don’t care but the CAMC urgently need to review their procedures as treating members / customers this way is disgraceful.

 

This isn't good enough, although there have been apologies you have received poor service. You could try leaving a review on Trust Pilot.

https://uk.trustpilot.com/review/www.caravanclub.co.uk?utm_medium=trustbox&utm_source=Horizontal

 

Their suggestion that you could be waiting for another fortnight is just not good enough. If I transfer money to EmilysMum she will get it minutes later .... slightly different, but the principle is similar) 

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It is frankly a disgusting customer care situation, and it’s been going on for months now. I deal with Etsy, and it only took three days to refund a customer in the USA, let alone selling to UK. The Club really does need to get its finance and customer care systems sorted out. It’s quick enough to take the money, it should be just as on the ball where refunds are required. Is it lack of staff🤷‍♀️ Is it poor communications🤷‍♀️ Is it the systems🤷‍♀️And why two systems, they have all on coping with one😡