I recently used Tasmanian Wilderness Experiences for transport and baggage storage while completing the South Coast Track. While I am grateful that they accommodated the last-minute change to our route due to a flight cancellation, I unfortunately had a frustrating experience with their customer service and billing practices.
The Positive:
• When our flight to Melaleuca was cancelled on February 13th, the company allowed us to switch our transport to Cockle Creek so we could complete the track in reverse. I genuinely appreciate this flexibility.
The Issues:
Poor Communication & Stressful Customer Service
• Upon arrival at Hobart Airport, we were picked up by an employee named Jimmy. Initially, he was polite, but his demeanour quickly changed to abrupt and stressed as he attempted to stick to a schedule that was not communicated to my group until later.
• There was confusion regarding our gas canisters, which were supposed to be handled by Par Avion and passed to Tasmanian Wilderness Experiences. However, this did not happen, and Jimmy was able to provide us with gas cannisters at the depot on storing our baggage. (the Gasmate cannisters provided, 230g $10.95ech, did take longer to boil water on the hike).
Incorrect Baggage Charges & Lack of Resolution
• Before our trip, I prepaid $51 for a large bag storage that was intended to cover both my friend and me.
• On the day of departure (February 14th), Jimmy insisted that all bags be tagged with names and contact numbers, which we complied with.
• I explicitly told Jimmy that I had already paid for a large bag, and he reassured me that we could “sort it out later.”
• After completing our 9-day hike, I discovered an invoice for an additional $20 charge for a small bag. My friend, without any prior notice, had $20 automatically deducted from her account.
Customer Service & Refund Denial
• I reached out to the company via email, explaining that we had only used the large bag storage I originally booked and should not have been charged extra.
• Initially, the company claimed I had booked both a large and small bag, which was incorrect.
• Despite multiple emails explaining the situation, they refused to provide a refund, citing their terms and conditions.
• They later stated that two bags were stored under separate names, even though I had already clarified that we had paid for one large bag for both of us.
• The response from Dianne and Rohan was dismissive and unhelpful. They continually deflected responsibility rather than acknowledging their mistake.
Final Thoughts:
Tasmanian Wilderness Experiences provided the service we booked, but their customer service was disappointing.
• Their staff did not listen to customers at critical moments, leading to billing errors.
• Their approach to dispute resolution was inflexible, with a refusal to acknowledge a simple mistake.
• The lack of clear communication and dismissive attitude from the administration team left me frustrated and feeling unheard.
If you book with this company, be extremely clear about your baggage arrangements, keep detailed records, and prepare for potential customer service issues. I will be trying another company for any future hikes in Tasmania.
Hi Dianne & Rohan,
Thank you for your detailed response. My experience remains as I described it. While I understand your policies, a strict no-refund rule within seven days seems unreasonable given the nature of the South Coast Track, where reception is limited and trips often take longer than a week. I also still feel the communication and handling of the overcharging issue could have been clearer and more accommodating due to the companies errors.
I understand you are defending your position as business owners, but I stand by my experience and what happened on the day.
I respect your position, but unfortunately, this experience has left me disappointed. I hope future customers have a...
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