Shiloh A.
Terrible customer service
I really didn't mind trying out this service for a year, but I never once used their "deals" and tired of the emails. I didn't cancel because I figured it would go away on its own after my year was up. Nope. Somewhere in the fine legalese print of their ridiculous terms and conditions, it tells you they're going to charge you every year. Instead of refunding the charge, they instead called it "standard practice" and compared their sketchy business practices to Amazon and Netflix, both of which are charged monthly and both of which refund at least a prorated charge when you cancel. I have a business that employs an annual auto-renew, but I email customers at least 5 times well in advance of running the renewal with clear instructions how to opt out and I ALWAYS refund any customer who wants out. It's just good customer service, and you won't find that here. P.S. The company says they make this recurring charge and ways to opt out clear in their welcome email, but that's also not true. I'm sure they can legally say this is clear, but this this the only reference to it in the welcome email: "Yup, you read “a year” right. I mention this because a lot of members get confused and think it’s $25/month — which is not the case. It’s $25 for an entire year of amazing flight deals to destinations you dream of! Our annual subscription will show up on your statement as "NextVacay.com travel deals." Also, I've now received 2 fairly lengthy emails and the response to this review defending their unwillingness to refund my $25. It surely would have been cheaper to refund my $25, and then there wouldn't be all this negative press out here.
Response from Next VacayOct 6, 2020
Thank you for reaching out and sharing your feedback with us, Shiloh. We're very sorry to hear you were caught off guard by the membership charge and that you assumed your membership would simply expire. Our membership is annual, so it renews annually, and we try to make this as clear as possible, so it's not hidden in legalese. We include the fact that our membership is annual in the FAQs on our website, on the checkout where members sign up, in our Terms of Service, and in the welcome email sent immediately after signup. Members are free to opt-out of our service at any time, and can login to their account through the link available on our website or through the link we provide in every deal email we send. From the account page, members can cancel or opt-out of the auto-renew feature, so they're not charged further. Because we're a deal service that links you to book directly with the airline, we're not aware from our end of which deals our members book unless they reach out. If members are unable to book the deals for any reason, we want to know of that too, and we also offer a 6-month money-back guarantee for the first membership charge, so members can request a refund if they're unable to utilize our service. We did not receive any complaints or requests for a refund until the charges in question were outside of any refund period. We do see that you were recently able to utilize the login to make changes to your subscription. If you'd like to make any further updates or changes, please don't hesitate to respond to the email we've sent to your inbox or contact us directly at [email protected].