Erika Calvert

Great product, but their customer service and communication is terrible. They sent me emails asking me to review previous purchases, which I did, and as a reward they sent me a code to use for a discount on my next order. When I went to place the order, the code was "invalid". I spent 20 minutes on the phone with a representative who could not get the code to work either and ultimately gave me another code to use.

Fast forward two weeks later, and I was puzzled that I hadn't received any update on the status of my order. I logged on to check the status which was noted as "under review". I wrote to them to ask what this meant and in response, they sent me a vague email stating that either my full order or part of my order had been canceled-with the reasons being either 1. An item is no longer available or 2. I had canceled the order. A few minutes later, I got a shipping notice email, and indeed, one of the items I had ordered (Night serum) had been removed from the order. The puzzling thing is that the website shows that this product IS available and in stock. So now I have had to write to them yet again to ask them why they are not sending me this product that they clearly have in stock.

Bottom line, the product is good yet crazy expensive, and I'm incredibly frustrated that I have had to spend so much time trying to resolve these ordering issues. It should not be this difficult! This company definitely needs to re-examine its fulfillment department and clean some things up.

The apartment we rented was spacious, comfortable and clean, but upon arrival we discovered neither the WiFi or TV were working. Called Vacasa and after a significant amount of time navigating voice mail prompts and then on hold, got through to a rep who (after looking up my booking) actually asked if we were on the East or West coast! We discovered there was a router but no modem or cable box in the apartment. There were random cables coming out of the wall which were not connected to anything, so that also appeared sloppy and careless. It appeared that perhaps a change had been made to the ISP provider or set up, but whoever did the installation did not do a complete job. Throughout our entire stay of two days we never had working Wi-Fi or cable. Vacasa apologized but ultimately did not do anything to fix the problem and it appears they had no local property manager on site or nearby to even stop by and look at the issue. Another reason why we selected this apartment was access to a washer and dryer, however there was no instruction or guidance provided on where to find this. So, end result was that three of the amenities we had expected (Wi-Fi, TV, washer/dryer) were unavailable. As others have said, they are clearly very disconnected from their properties. We travel frequently and have stayed in apartment rentals all over the world and I have never seen such passive customer service. We requested a refund of 10%, however they were reduced it to 5%-a whopping $25! Very disappointed and we will not rent any properties associated with this company again.