Contact Bounce Support

My family and I were on vacation in the UK. We had to store our luggage and made a reservation. However, prior to our reservation my daughter had to be taken to urgent care. We had to cancel our reservation and adjust our plans. I reached out to the store we were supposed to drop off our things and they were unable to help and mentioned we had to go online. We went online to cancel the reservation and it stated it would take up to 3 business days to review the cancellation request (btw it’s been 3weeks and still no response). I additionally tried to reach out to customer support and that was a complete mess. The chat assistance took 20 minutes to respond to my message had an automated response. I tried to send additional questions and no one responded to any of my questions even though the chat representative was “online”. As a last resort, I searched for a support email to explain my situation which took forever to find and again I received no response. There is no live customer service that can help as I also tried to call support. Essentially, once you make a booking and need assistance you’re on your own. No one will help you but they’ll happily take your money and not refund you.

I have tried to leave this review on their website but was unable to. We left our luggage their partners NOLA cycles in New Orleans and came back at our scheduled time to find it closed. We hadn’t received any phone calls from the property and waited outside the door from 5 pm to 9 pm trying to call them but the phone at the property kept ringing and no one responded. I tried to get in touch with Bounce customer care but she was only available on Chat and had no access to them via phone as well. As a result of terrible service by Bounce and Nola cycles we missed our flight and had to stay another day, adding an expense of ~ 900 USD to our stay. We have requested compensation from Bounce but are still waiting to hear back from customer service. Once again, there’s no number to call and only a chat service. Book at your own risk as it seems partners are not vetted at all. Update: Customer service was responsive to our shipping cost reimbursement request. Even though it only partially covered the expenses we had to incur, I am thankful for the steps taken.

Im very disappointed with their customer service response and will not use this app again for that reason alone. The online advertisements make it sound like you can cancel your booking easily, but this was mot the case for me. When I booked my reservation, I did so in a desperate moment while traveling, thinking I would be able to cancel in the next few minutes if necessary (we were driving in downtown San Fran and a bit overwhelmed). There was a glitch on my “start time” (it automatically filled in the time I booked the reservation rather than a future time since it was for the same day), so when i tried to cancel it less than 15 minutes later it would not allow me to do so. I contacted customer service right away and they were unwilling to help since I my attempt to cancel was after the reservation start time - which of course it was - that was part of the problem! This may work for you if you are planning far in advance, but it did not work well for last minute plans.