I would chose 0 stars if I could. My flight started being a stressful experience because of the people working at this office. They were absolutely rude. The lady “helping” me and the man in charge at the moment, sitting far away and talking from his place. They asked me for something they said the UK border should have given me when I arrived, or I should have asked for it. As far as I know, if the border officer doesn’t give you something it’s because they are not supposed to, and you can not claim for it. They even stated that I wasn’t going to be able to leave the country without the letter and that I was going to have problems with the flight company. This NEVER happened. I was right and they just don’t know how to do their job. I lost money because of their incompetence. I will continue looking for a way to do a proper claim on the airport.
Contacts & Location
📍 Address: 넬슨 로드, Longford, Greater London, United Kingdom
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Reviews
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Ximena Forga ★☆☆☆☆
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Ibrahima “Ibeye13” Beye ★☆☆☆☆
This is the worst experience in UK for me. My flight was at 6 am I came the day before to claim VAT because on the website the center opens at the same time than my flight. They refuse to process the VAT saying that it needs to be the same day and to come back 4 hours before the flight, I have asked when do they open they said 5 am. When i got to the airport the line was long and they were not opened at 5 am. After passing security and going to my gate. There is another VAT kiosk. I tried there and they said if you have a layover in EU they cannot process the VAT in UK. The last stop before leaving the EU is where I need to Claim VAT. There is an excuse for everything and everyone in order not to give VAT back. The staffs dont give you all information or give you false information. I had such a good time in UK too bad this one was bad when I was leaving. Hopefully they redo all the process and train their staff.
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Mimi K ★★☆☆☆
They seemed to take about 35-40% out of the estimated VAT refund amounts that are suggested by the retails stores and their own receipt and email. I opted for credit card refund, and their website does not show details on how much they take out from each purchase, it just shows how much IN TOTAL you’ll be getting the refund, which is not very clear. Most of the staffs were rude at the counter and took minimum interactions, and threw my receipts at the end to give them back. Only 1 staff was polite enough. Given how much they are getting out of the VAT refund, I believe it’s better for them and the travelers to just install machines instead of hiring unhappy staffs. It would be faster and smoother.
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jia jia Tiong ★☆☆☆☆
Worst customer service i ever experienced. I was serviced by a staff ( the guy sitting at the right) on 17/7/2019 in terminal 3 london heathrow 8.06pm. First of all, he is using a really bad tone and attitude to serve but i couldn’t care less, maybe he had a bad day. Some of the receipt i wanted to refund are back to the credit card and some of them are cash. He did not check my receipt properly and told me i could not do it in cash because i had insufficient amount as they charge £10 service fee. Until i told him i had more receipt, he did not care to scan them all in the system. After i receive the cash, i went out but i was afraid the receipts are not completely scanned, So i went back to double confirm with the lady who sit in the middle. She smiled and told me : ya, all we do all day is to throw customer’s receipt in the dustbin. What kind of service is this?! After the guy came out, i asked him regarding my issue politely. And guess what??!!! He answered: luckily i remember, if not i am going to serve thousands of customers everyday and could not answer you. What kind of attitude is this????? I am really furious right now. I went with global blue in Spain but i never experienced something like this. They were all very polite and treat customer with respect.
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曾暐芹 ★☆☆☆☆
The great British?! The great thief indeed!!!! The black lady of VAT redound center is so sneaky!!! I have a payment that I chose to return the fee to my credit card. But she returned the tax by cash without asking and I couldn’t argue with her!!! And if I want to get UK pounds that I have to go other place!!! So I choose to NT dollar but she use the exchange rate is much lower than current market!!!! I lost more than 100 US dollars. What a thief!!! I don’t understand why a department that represents a country would acting like a that!!! It’s the way way they say farewell to UK tourists. So disappointed....
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Jake Travis ★☆☆☆☆
The lady working at the VAT refund customs desk at 3:50pm on Thursday July 12th was not only unhelpful but extremely rude. My mother who had 1 receipt to refund had a hard time speaking with the representative due to her very quite voice. And with a thick screen of glass you have to speak up or end up repeating phrases multiple times, which is what happened. Secondly, this rep refused to offer a pen to fill out the documentation because she said, "it's my pen" and gestured to the pen literally sitting 4 inches away from the glass on her notepad. We had a very nice gentlemen offer us a pen after witnessing the situation. I strongly believe this rep needs some common courtesy training because what I saw today was a joke.
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FAQs
What is the address of VAT Refunds?
VAT Refunds is located at 넬슨 로드, Longford, Greater London, United Kingdom
How can I get to VAT Refunds?
You can find directions to VAT Refunds by following this map link