Worst experience ever! Never have I been treated so horribly by the owner.
I was really excited to go on this tour, I had read great reviews for this company.
We arrived to the ferry terminal early for the 10:20 a.m. departure, started boarding and the ferry had mechanical issues which made us late for our 1:00 p.m. whale watching tour. We were supposed to check in at 12:30 p.m. I had called Outer Island Expeditions and let them know what was going on and that we were not forfeiting our tickets but that the ferry was broke down. Which he said "Okay, thank you for letting us know. There is another group on the same ferry" By this time, it would have put us at 12:45 for our check in.
We arrived at Shaw Island to drop off those passengers, the ferry pulled out, then all of a sudden we started to pull back into the dock. Some moron didn't realize it was their stop and the ferry had to pull back in and drop them off. This now put us at 1:00 for the tour. We were going to be late. I again, called Outer Island, told them what happened and that we were now leaving the ferry, but we were going to be late. Again, "Okay, don't worry, there are other options we can provide, we'll see you soon," I was a little relieved by those words.
We get to Outer Island at 1:15 p.m. I rush in and gentleman at the counter says " relax, breathe, it's ok, you made it". I saw another couple there already, which was a couple on the same ferry that had made them late too for the 1:00 tour.
I run to the bathroom, and come back to find the owner of the company Beau, already talking to my boyfriend and the other couple. I catch the middle of the "speech" and Beau says we can either:
1. Go on the 5:00 p.m. tour
2. Refund minus 25%
3. Go now on a boat but that will only be 1.5 hours versus the 3.5 hour tour.
The catch: We had to decide AS A GROUP on what we wanted. I felt this was unfair because one of us were going to get screwed.
The couple wanted to do the 5:00 tour, which we couldn't do. We chose the 1:00 because it would get us home by 11:30 p.m. (Seattle), the 5:00 would put us home around 1:30 a.m. We told him this, plus the fact the ferry was behind schedule and we didn't know if that puts the rest of the departures 1.5 hours behind. So we tried to play it safe so that we could make it home.
I told Beau, I wanted the refund since the couple didn't want to go on the boat at that time, they wanted their moneys worth, which I don't blame them! Beau then tells me " You aren't listening, it's either you go on the 5:00pm tour as a group or nothing, but you have to decide now what you want to do, together." I told him that isn't fair, we don't know these people and our fates are in each others hands. We can't do the 5:00, I just want my money back so we can try and catch the ferry home. He said again, that's not an option, your not listening. Either go now, go at 5 but you have to decide as a group. He was trying to BULLY us into a decision because he was the owner and was flexing his power.
I asked for him to check his 5:00 pm schedule and if the other couple can go on that tour and just give us the refund, he said NO. He refused to check the book. I didn't want to screw the couple out of their tour, and I didn't want to get screwed either. After a few more times of me telling him that it wasn't fair for either party to decide, and feeling bullied, he finally said I'll give you the refund. I said good, I then started to hand him my credit card, and again, told him this isn't fair. He then raised his arm and pointed to the door and told me to get out. I was like WTF, are you serious? I didn't yell at him, he accused me of raising my voice which I didn't AT ALL! He didn't like me disagreeing with his "options". which weren't really options at all. So I gave my card to my BF, and I left to the parking lot and called my sister crying and telling her what happened.
Beau, then gets all cocky to my BF and gave the impression to him the " I showed her" attitude. But he did refund the port fees and told us that he was going to mark our Groupon vouchers as used and for us to "Try and get our money back from Groupon." He then tells my BF if she doesn't keep it down, I'm calling the cops. Which did it, I then raised my voice so that everyone around me could hear what he did. Not one time did I raise my voice to a yell, nor was there a yelling match between us. My tone matched his. In all fairness, I did say " this is F*d up."
The "customer service" at Outer Island Expeditions was horrible. I have never been disrespected, ignored, treated like crap, bullied, and belittled by any company or person representing a company.
Like I said, I was really excited to go on this tour. The reviews for the different captains were great.
But thanks to the owner Beau he ruined it for me and my boyfriend. read more