Gift card email not received, again!

[KarynaM172475]

I purchased Holland America giftcards and the emails were not received. Transactions are showing on my account and the charge is on the credit card.

This is a repeat of exactly the same issue, which happened a week ago. It was supposed to have been fixed.

With cruise gift cards, not receiving the emails is a real problem, as one may not travel on that cruise line again and the money will be effectively lost -- and these are large amounts!

This is a serious issue, which needs a holistic solution:

1. Fix the system issue which prevents emails from being sent.

2. Add the link to the gift card in the account -- in the transaction log or a dedicated place -- this is what every one else who sells e-cards does. This way if emails are not sent, at least the gift cards can be accessed online.

I need the cards urgently to complete the booking, please send me the gift card emails.

Also, please fix this issue for my account such that it doesn't repeat. This is not a problem on my husband's account, he got his emails very quickly both times.

Thanks.

[AARPConsumerCare]

I'm so very sorry to learn this has happened @KarynaM172475. First, be sure the email didn't get filtered to your spam or junk folder. The email should be delivered to your inbox within 24 hours of purchase or redemption if done during normal business hours, but delivery could be longer in some instances. If you still have not received the email, please send us a private message, so we can check the status. - Christy C.

[KarynaM172475]

I did all obvious checks:

* not in spam

* it is on my transaction list on aarp.org

* credit card was charged

Additionally, exact same issue happened a week ago. It took 3 days (+2 weekend days, for a total of 5 days) to have technical support send the emails... It was escalated to tech support.

Repeat problem. Email received stating escalated to tech support yesterday. More than 24h AFTER ESCALATION, or a total of more than 3 days from order -- still no gift cards.

The Customer Support email contains all the nice words: "Please be assured that I will be your direct point of contact while we resolve this issue. My direct line is [redacted]."

No response to calls, no follow up to voicemail or email. Nothing... 

The cruise price at this point increased more than the savings I would have from the gift cards. I'm in a limbo, can't book because will be left with thousands in gift cards which I will not be able to use again for years (I don't travel on Holland America). As I didn't book, price moved out as sale ended...

This experience is completely broken. AARP must fix the situation. These are very limited use very expensive gift cards. Systems must be reliable. And, do what everyone else does -- make the gift cards available in my account!

At least, have a quality customer service with fast response, not days, and soon to be weeks!

Completely unacceptable for AARP and totally inappropriate poor quality of customer support. Worst customer support I've had in decades, literally, since when I stopped using low grade companies. It's a big shame and a HUGE disappointment.

And this is a REPEAT of exact same problem! Which was supposed to have been fixed. Speechless. And completely sad.