Rubbish reply from P&O

Unread post by **Orpheus** » 23 Jul 2013, 12:59

What a rubbish uncaring reply from P&O to my question. What did they not understand about my email?

Dear P&O

We have been informed that the beds are firm on Azura and as my wife has had both hips replaced she finds it impossible to sleep on firm beds,so please would it be possible to supply a mattress topper for the duration of this cruise.

We have had many cruises with you and did have this problem on Arcadia in 2007 your solution was to add extra duvets under the sheet but this did not work and was unsatisfactory.

This cruise is a 70th Birthday present for her and I do not want it ruined by lack of sleep.

Looking forward to your reply.

Their Reply.

Thank you for your email.

Please click here for information on mattress toppers
https://ask.pocruises.com/help/before-y ... ss_toppers

Kind regards

Gemma

Unread post by **Harriet** » 23 Jul 2013, 13:04

Hi

I do understand your wifes problem as i have had my spine rebuilt and have the same issue. I can only tell you i have found the mattresses on Azura very supportive. P&O are clear they dont provide them, but if you are sailing from Southampton you could always take one with you? I did last year on Arcadia for a long cruise?

Unread post by **barney** » 23 Jul 2013, 13:04

Does seem a bit curt but is nicer than just a straight no

Your question was, would it be possible to supply a mattress topper.
The answer is clearly no.

I hope it doesn't affect your holiday too badly, but did you really expect anyting else from a holiday company.?

Unread post by **The Tinker** » 23 Jul 2013, 13:06

I guess this is their standard reply - a few years back the beds on Arcadia were really hard and uncomfortable and demand for toppers etc got out of hand.
Thankfully the bed this year was very comfortable. I would suggest, if it is a big issue, to buy one and take it with you - they are not that expensive to buy nowadays and when vacuum packed before use quite easily transported.

Unread post by **Orpheus** » 23 Jul 2013, 13:09

Yes we had already decided to take our own topper but just sent a tester to P&O but did not expect the reply to be so uncaring.

Unread post by **The Tinker** » 23 Jul 2013, 13:17

She did respond with 'kind regards' - they no doubt troll through hundreds of emails each day and as a large company have standard responses.
It's always how you interpret the answer - I send a lot of texts to my workers throughout the day and it always amazes me when a few react saying they do not like the 'tone' etc etc - a text is a factual statement and not always full of 'lol' and 'x' etc etc

Unread post by **Orpheus** » 23 Jul 2013, 13:35

Tinker I did not expect a love letter back just some thing a bit better than that.

Unread post by **Harriet** » 23 Jul 2013, 13:50

Hi

I would say that they get huge numbers of queries but at least they bothered to reply. I train people in customer service and i would say her reply was professional and as helpful as she was empowered to be- not sure what else you could have wanted her to say?

Unread post by **Orpheus** » 23 Jul 2013, 13:57

Harriet what else did I want her to say? Well I did not want her to suggest add extra duvets under the sheet as I had already explained that this has been tried and was not satisfactory.

We have had many cruises with you and did have this problem on Arcadia in 2007 your solution was to add extra duvets under the sheet but this did not work and was unsatisfactory.

Unread post by **Harriet** » 23 Jul 2013, 14:04

Fair point - however as i said earlier the mattresses on Azura have been very good and as you are taking your own topper as i did i am sure you wife will do very well. I agree mattresses on Arcadia were not good - i suspect they are more than overdue for replacement

Unread post by **Orpheus** » 23 Jul 2013, 14:27

Thanks Harriet we have been on nearly all of the ships in the P&O fleet and have only really had that one problem on Arcadia in 2007, and may I also add that we have cruised with P&O since 2000 and all of our cruises have been fantastic and we are not serial complainers.

Unread post by **barney** » 23 Jul 2013, 15:22

I hope it doesn't cause the missus too many problems and you have a great cruise

Unread post by **Orpheus** » 23 Jul 2013, 15:26

Thanks Barney we have now got it sorted.

Unread post by **Princess** » 23 Jul 2013, 16:12

I believe toppers are available on Princess.

Unread post by **Orpheus** » 23 Jul 2013, 16:18

Princess wrote:
I believe toppers are available on Princess.

And they should be on P&O

Unread post by **barney** » 23 Jul 2013, 16:28

Princess, I believe that Princess Line have stopped them for 2013 due to delivery of new beds and the fact that they are very difficult to clean

Happy to stand corrected by anyone who has cruised this year with one.

Princess beds used to be particularly uncomfortable but as I said, they've upgraded.

Happy Sleeps

Unread post by **arcadialover** » 28 Jul 2013, 12:11

They probably haven't got time to deal with polite e mails like yours as they are too busy dealing with complaints.

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