Below is the email I sent to Uncle Sams Tours after what was a rubbish experience. I got the odd email back after I chased them over the last 12 months but still nothing has been sorted out with regards to a refund on just the phone bill. AVOID.
Me and my wife were booked on the Uncle Sam’s World Trade Center Walking Tour on Thursday 5th May at 14:30. This tour had been recommended highly by my wife’s friend, who said it was one of the best experiences whilst visiting New York. She said that the guide had given a very personal account of 9/11 itself and how the day unfolded for him and his friends/colleagues, so much so she was moved to tears. With this is mind we worked the tour into our tight schedule. Her tour guide was named Michael and was not the person we received for our tour.
On the day of the tour it was also the day that President Obama visited Ground Zero to lay a wreath. We arrived early as anticipated large crowds, to which we were right but what we weren’t aware of was the amount of streets that had been closed off. As we feared that the tour might have been cancelled luckily I remembered I had your customer services number in my backpack and after consulting a nearby Police Officer we established that there were not any nearby payphones. I reluctantly decided to use my mobile phone and ring your company to find out it was going to take place or not.
I wish I had the name of the person who answered the phone but unfortunately, and in no way am I being discriminant just truthful, her English was appalling. At times when asking questions the responses I received were nothing more than beeping noises, I hope you have the conversation taped so you can hear it for yourself. I asked to speak to someone else as I couldn’t understand what was being relayed to me but I was informed all other staff/supervisor were at lunch. All I was trying to do was ascertain whether or not the tour would continue. After having not much luck I decided to leave it and wait and see what would happen.
14:07 #outgoing USA roam n 0:03:27 £4.40
We waited at the meeting point as requested and began the tour, which started in St Marks Chapel. We were encouraged to look around at all the displays and take photos and to reconvene at 15:00 at the front of the chapel. This is what we did but actually finished looking around at 14:55, so we went outside to wait. It was at this point that we noticed that there was no one else outside waiting let alone anyone that we recognised from the brief introduction before the tour began. I went back inside to check the same, and yet again no-one that I recognised, and more worryingly no Tour Guide. I went back outside again and checked further around the front of the chapel to make sure I hadn’t missed anyone the first time, and still no sign. I joined my wife back at the entrance and then she proceeded to check inside the chapel in case there was a room that we hadn’t seen but this wasn’t the case as you may be aware the viewing area is just one open space.
As my wife came back outside it was now apparent we have been left behind by our Tour Guide, not a very nice thought at all. As we racked our brains to try and figure out why a “Guide” would do this to paying customers, I circled the chapel to see if I could see where the tour had moved onto, nothing.
It was at this point I decided that I would ring the customer services again hoping to speak to someone else to resolve the matter and much to my dismay I was greeted by the same person as before. I was trying to find out where the tour / guide might be now so I could re-join them. After much nonsensical conversations later the person eventually understood and said there was no way of knowing where he might be and offered me a re-scheduled date. As I explained before this was not possible due to the length of our stay and the reason we booked it for this particular day in the first instance. I asked if she had the guide’s mobile number so she could contact him so we could re-join the tour. She agreed to do this and ring me back once contact had been made.
15:06 #outgoing USA roam n 0:05:21 £6.60
After nearly twenty minutes had passed, I hesitantly rang back again. Thankfully this time I was speaking to someone else, straight away they understood my needs and proceeded to ring the guide whilst I stayed on the phone. Unfortunately the guide didn’t answer the first time but then eventually answered the second and gave a very brief description of his current location. Thankfully I had a street map and was able to work out roughly were the guide was. We returned to the tour after 35 minutes of being absent, to which the guide had the cheek to say “Oh hello our lost friends”, we were not lost, we were left behind.
15:23 #outgoing USA roam n 0:04:38 £5.50
Obviously we had missed quite a lot and were in need of some form of catch up but we were offered none, unless we asked a specific question about something. The tour had already ruined for us and this was a shame as we had really looked forward to it. As the tour continued it was obvious the guide wasn’t knowledgeable at all about certain things, when we did ask questions we often got the response “I’m not sure about that, I’ll find out”, I assume he meant for another tour as we didn’t get those answers. There were also times were we had to wait while he read his notes before he relayed back what seemed to be paragraphs from a textbook/article, not very personal at all.
The guide said he would "make our time up" at the end of the tour. This consisted of just 10 minutes, during which we had to ask our guide to take us to very well known places as he wasn't actually going to show us these. All in all this was not useful to us at all.
This experience was by far the worst of our entire visit to New York City, we learnt nothing from our tour guide that we didn't already know, he didn't take us to many integral locations surrounding the World Trade Site, and to top of it off left us for 35 minutes in a location we had no knowledge of.