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Toronto Key To The City is a revolutionary instant loyalty perks program for Toronto keyholders at Toronto restaurants, nightlife, entertainment, spas, hotels, shops and tourism.
Canada
3.2
7 reviews
No history of asking for reviews
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Started off good 10 years ago. The past several years I did not receive the key in the mail because it got "lost". After an email they would send another and I would receive it. This year they took all contact information and customer service chat off their site except for deep in their FAQ. I emailed again but got no reply. DO NOT BUY.
So happy with this Key! Great perks and great customer service! Love trying new places and this key makes that happen!
Love this key - super cool benefits and love showing it tbh
Arrogant and accusatory customer service.
Will not process refunds if you do not receive your key.
Self-righteous mentality.
“We can’t be wrong, it must be the customer” mentality.
Their delivery mistake was proven yet they denied wrongdoing. Accused customer of receiving the key saying it was “suspect”. LOL
Buyer beware.
Stay away.
Perks that you pay ahead for, are not actually perks. This is a genius business model. A free glass of Prosecco is a common perk, You have to go out A LOT for this to pay off.
Customer service and the owner do not have a customer-first approach, they will arrogantly defend this.
The worst and most laughable, disgusting, ignorant customer service ever experienced.
Riding their high-horse.
Reply from T.O. Key To The City
Hi Jesse,
Sorry you feel this way. It's unfortunate you have decided to post this review with very misleading and inaccurate accusations that we must now give our side on. This the actual events that transpired and the steps we took to ensure we took care of one of our newest Keyholders.
After reviewing your order further, you ordered a Key near the end of January. We shipped a Key to your address given during your order and tracking said it was delivered.
You reached out to us via email. Our team, on many levels including the founder, responded immediately that same day, to let you know it was delivered and to check further with your concierge and such. You said you would. You wrote back saying you hadn't gotten your Key and our founder jumped in and apologized and said he would have the team send 2 Keys (one being complimentary) as a replacement for the one missing Key package - so you could gift the second one to a friend and show we cared. You replied almost 2 days later and demanded a refund instead and were informed by customer service the replacement Key + bonus Key had already been sent out as per the founders' wishes and communication.
You responded berating our team for not refunding your order. You were informed that the first Key package, which was tracked and delivered to your address, had not come back to us. That said, we informed you we don't offer a refund unless the original package has been returned to us. We tracked both the original and replacement package with bonus added and both were confirmed delivered to your address given by you when you ordered. You threatened us saying you would do whatever it took to get your money back.
There was no high horse; Customer service was professional and responsive throughout. You have now been sent 3 Keys for the 1 Key you ordered and none have been returned to us. We had a signed concierge acceptance of your package re-send as well as tracking for both. We do not accuse anyone of being a thief but your actions in this situation were extremely suspect. Your "review" here in your own words further proves that. You chose to order the Key from us despite saying in this reveiw that "the perks you pay ahead for, are not actually perks ... You have to go out A LOT for this to pay off." The question is, why did you choose to buy a Key when you state the perks aren't actually perks?
Fact is you ordered the Key. We shipped the Key. You claimed you didn't get it and immediately demanded a refund after we said we would ship a replacement and a special bonus since you had to wait an extra week. We gave you the benefit of the doubt. You wrote us to say you got the second replacement package of 2 Keys after we showed you your concierge had signed for it ... three days later after saying you also didn't get that package. You now have 3 Keys, didn't get a refund that you wanted for whatever reason after we shipped the first and didn't get back. We have the trail of what actually happened. If you return our Keys that we shipped to you twice, we will gladly give you a refund - as stated in emails.
We wanted to be sure we stated facts and clear up the inconsistencies with this review. This customer threatened they would do anything to get their money back and this review is sadly one of those steps taken by this customer. We stand by our exemplary customer service in this case. We are happy to hear you got your replacement Key and bonus we sent voluntarily.
Amazing perks!! Everywhere i go I was able to use the key to get free apps, etc.. sooo goood
Reply from T.O. Key To The City
Thanks Peng! Glad you love the VIP benefits that come with your Key to the City. Happy New Year.
Just got it and used it for the first time. Love this gold key.
1.0 star rating
11/1/2018
BUYER BEWARE, RED FLAGS- They have NO phone number, there is nobody you can actually verbally speak with. There is no fixed address. You're option is via email or LiveChat only. The problem with the LiveChat is it takes forever. I waited 10 min for someone to reply at every point of contact. Once you purchase the Toronto City Key, you are automatically set up for auto renewal. It is your responsibility solely to remember this.
First Week of Dec 2017- First Point of Contact- Purchased a 2018 Toronto City Key for a gift in 2017, it did not arrive on time and several people has this issue. The delivery cuts way to close to Christmas, especially when arrival is late. Called and and had to deal with a very arrogant customer service rep that has zero people skills. Refused to give me a refund.
Third Week of Dec 2017- Second Point of Contact- Actually received somewhat of an apology and an offer for a second free Toronto City Loyalty Key as gesture to shut up. Of course, I never received that Key. Upon following up it was finally delivered. Something told me it was same person I was dealing with in my first point of contact. After all this I figured lets try this out and see how it works.
Oct 2018-Made contact through the Live Chat again, wanting to make sure the auto-renewal was cancelled. I received I alot of pushback as expected, but not to the point I got. I was told they will look into it and get back to me. Of course never head back.
Nov 2018- Fast forward to Nov 2018, Live Chat once again. Waiting the usual 10 minutes before someone said anything. Received the exact same pushback spiel. I just said No thank you, please cancel. and was told "I'm not selling you. I'm telling you lol. Stop reading t like a sales pitch. We sell out every year. Trust me - we don't need to sell lol. I'm just doing my job of ensuring you know as people come back wanting an old rate and can't have it. So again, Reason you're cancelling pease
Please...". Finally after the ramble I was told, yes your service is cancelled, please look out for the email. And, guess what? He pipes up and starts again. "No problem. Don't be so quick to think every thing is a sales pitch. It's not always :) We are a fair company. Have a great weekend...". (I kept the full transcript of our conversation for reference.) Clearly the same arrogant guy that Ive spoke to so many times before who started in on me with his assumptions. Crossed that line once again from business to personal.
So sad. And, of course received no confirmation email that they have cancelled it. So Ive contacted the bank to put a stop payment.
I don't doubt that the loyalty perks are decent if you go out often, but the customer service absolutely needs a HUGE overhaul!!!!
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