WORST CUSTOMER SERVICE IMAGINABLE

Cruises: 4-6 cruises

Review: 1

Helpful Votes: 43

Review summary

(A quick note before reading: I rated all of the categories as 1 so as to not bolster the overall review, because the way this company has treated me is worth zero stars at best. However, I should note that the ship and its amenities were adequate, although nothing was better than what can be found on other cruise lines.) This was my third and final cruise with Norwegian cruise line. I have very few complaints about the cruise itself, although it should be noted that guest services aboard the ship was not helpful whatsoever. The rest of the services/experiences while aboard the ship were adequate, but nothing special in comparison to other cruise lines. The reason for this one-starred review (which would be zero stars if possible) is due to the obscenely poor customer service/guest relations I have experienced with Norwegian since disembarking. Let me elaborate. Unfortunately, just a few hours after disembarking I realized I had left a wallet in the safe in my stateroom. I called Norwegian immediately, who responded by saying that I had to wait until Monday (it was a Saturday when we disembarked) in order to call the relevant department (strike one). I waited until Monday, called, and was told I then had to fill out an online form and wait 10 business days to hear back (strike two- the representative on the phone could have easily told me on Saturday to fill out the form). 10 full business days later, I received an email saying my wallet had been located, and could be shipped back to me for $20 'rush' shipping. I then paid the exorbitant fee for shipping, only for Norwegian to take 4 more days just to package and ship out my item (strike three, so much for rush shipping). Over a week later, I finally received my wallet. Just when I thought the nightmare was over, I opened my wallet to discover a gaping empty space where OVER $200 IN CASH SHOULD HAVE BEEN. Justifiably angry, I immediately called Norwegian (who I now have on speed dial), only to have the representative tell me "it is my responsibility to keep track of my things" (strike four). A NORWEGIAN EMPLOYEE told me that. It is worth mentioning again at this point that my item was IN A SAFE with a code that must be reset by stewards at the end of each guest's stay. Therefore, the only people who had access to my wallet since I reported it lost were Norwegian employees. The idea that a Norwegian employee stole from me did not seem to phase the representative I was speaking to, which is concerning in and of itself, however I digress. Seeing as I was not getting anywhere with this representative, I hung up and called again. This time the representative was ever so slightly more helpful, claiming that Norwegian would have intentionally removed the cash because they do not send cash through the mail. They then claimed that I would receive a check in the mail for the amount in the wallet (~$200). I asked how I might be able to track said check to make sure Norwegian kept their word, to which the representative replied that there is no method of tracking, I just had to wait indefinitely for it (strike 5? 6? I've lost count). I then promptly filled out a complaint claim online, to which the Norwegian automatic response is 'we will get back to you in 15 business days'. It has been over a month since I sent that claim, and I have neither heard back from Norwegian nor received any money from them. This is absolutely, unequivocally, the most horrendous customer service I have ever experienced. I was (and still am) appalled at the sheer negligence Norwegian has shown towards my dilemma, and for the prices they charge for taking their cruises I expected far more in the way of respect towards their customers. A last word for those who have made it this far: this is not in any way exaggerated. This is exactly the exchange I have had with Norwegian since that fateful day I left my wallet on the ship. This review is meant as a cautionary tale to any who should read it- DO NOT CRUISE WITH NORWEGIAN. And if you do, be sure to remember all of the belongings that you don't want lost somewhere in the bowels of this inept corporation.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

New York, New York

Port Canaveral, Florida

Great Stirrup Cay (Cruise Line Private Island), Bahamas

Nassau, Bahamas

Disembarkation

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