Wife just informed me of some truly awful customer service she has experienced. Her Mum died a couple of months ago. Her parents had a joint membership as we do. Her Dad tried to go from a joint to single membership by ringing the National Trust, but he couldn't get through. Turned up at a National Trust site and they said their systems were being updated. My father-in-law sent an email, which was acknowledged offering sympathies and he was informed they would come back to him - never did. Eventually my wife got through to a call centre a few weeks ago [edited: I was subsequently informed NT have UK only call centres] and they finally cancelled it, but refused to refund the money based on the fact that they are a charity. Well I'm sorry if I turn up and pay the ticket price, and the building and grounds are closed shortly afterwards, then I will want my money back. National Trust members donate money for access, not purely in an altruistic fashion. There is a transaction taking place. I'm really disappointed by this. Contemplating cancelling both our memberships, but I'd love these buildings etc to remain for future generations. Worth saying the volunteers at their sites are truly wonderful. The administration are clearly clueless!UPDATE:I am really pleased to report that the NT turned this around. I was contacted and the details of my father-in-law were passed on. They contacted him and put this right. I have to say I'm so glad to see they took on board the feedback here, and didn't choose to ignore it. It really makes a difference to your perception of the organisation and your enjoyment of the membership. I will change from 1 star to 3 star rating, which on reflection I think is fair.
