I booked a self guided tour from Paris to Brantfor...

I booked a self guided tour from Paris to Brantford for a group of four. We rented two kayaks which included the shuttle back to Paris and brought two kayaks of our own, paying for the shuttle service on each.

When we arrived on time for our 9AM departure, the girl at the docks said she had my booking down for only one person. I showed her my booking confirmation and she gave our group the second kayak.

Of the two kayaks that we did rent, one kept pulling to the left the entire trip while the paddle of the other kayak snapped in half thirty minutes into the trip.

At the shuttle pick up, the driver said he had our booking down for one person and was unable to shuttle our kayaks back as he did not have the space for it. He only wanted to take the rented kayaks back.
This caused us to have to take an extra trip down to pick up our kayaks which caused us to miss our lunch reservation at Stillwaters in Paris throwing off the rest of our planned day. After correcting the girl at the docks you would think they would let the shuttle driver know of their error.

I sent an email detailing my experience and asked for a refund. No one got back to me so I followed up with a phone call the next week. I spoke with Rachel and she told me she would contact the owner Jamie to see what he would do. She later told me Jamie can offer me a gift certificate for one free ride. I told her I wanted my money back. I would never go back to Grand Experiences again due to the poor quality of the condition of the kayaks, the lack of communication within their organization, inability to take bookings properly and overall poor customer service.

I later asked Rachel to speak with Jamie for a refund to which she told me he was not in. I asked her when the next time Jamie would be in and she told me she didn't know. Rachel took down my information to pass along to Jamie but I never heard back. I called back again getting Rachel. She said Jamie was not in and that I would just have to keep calling at random times of the day to reach him by chance. Just awful customer service.

Rachel turned out to be a dead end. I called back another day hoping not to get her and ended up speaking to Bethany. I explained to Bethany my situation. She apologised for the bad experience and bad customer service. She issued me a refund on the spot.
Thank you Bethany! If it was not for you I would have to give Grand Experiences a 0. You are the one star!