The City Case, Inc. Reviews 263

Amazing experience with The City Case. Excellent communication. I have bought several times with them and I am more than satisfied. They are the best!

Excellent service & communication. I would recommend The City Case to anyone.

Within 20 minutes of ordering 3 Paris museum passes I I found myself having to email to cancel my order due to a change in our plans. They were very nice in responding and said I would receive my refund within 7 days. It's now been 12 days and I still have not received my refund. I've exchanged several emails and all the responses I get are nice but very vague. Things like "just keep waiting" and "everything is normal"... well then where is my money?

UPDATE: Well it's been 2 weeks since requesting my refund and I got my money back, all is good. I'm still only giving 4 stars though because they really should not have told me I'd receive my refund within 7 days in the first place. But overall the company is good and does have responsive customer service.

I had placed two orders and originally requested pick up for my passes. I emailed and asked if they could be delivered to my hotel instead. As soon as we arrived in Paris our passes were waiting for us. Excellent service and communication. The purchase was easy and conveniebt as well since I was able to use a prepaid Visa card. I would not have been able to do so on the Paris site. Overall, excellent service! Would order again from City Case.

I placed an order in early April for a trip on July 1st. I heard nothing from CityCase until I reached out to them two weeks before my trip. They reassured me I would receive mail before my departure. Another week goes by and still nothing. I reached out again, and this time they said I will receive tracking info that day for a delivery to arrive the beginning of the coming week. A whole weekend goes by without getting any tracking info, and nothing received that following weekday. At this point only 4 days away, CityCase CONFIRMS package mailed out but without providing tracking number. Then, with less than 48 hours before my trip, they tell me nothing has been mailed and I can either accept full refund or pick up the package in Paris. With no time to make other arrangements, I reluctantly went for the pickup option. I ended up losing a full first day to use my museum pass having to deal with this.

CityCase ended up refunding only $100 of my $270 order for the "inconvenience", but their policy is full money back guarantee before departure date. Complete fail of a company, and definitely complete lie of a money back policy.
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Update: After this review, CityCase reached out and admits fault. They are issuing a full refund to remedy my experience. Updating from 1 star to 3 star.

This is the second time in a year that I've used City Case to order my Paris Museum Passes. Last year, they arrived right at the last minute before my flight to Paris to ensure that I had the latest one. This year, my brothers and I are using City Case once again because they are excellent!. This time, they are being delivered to our hotel in Paris. Matt is so very helpful, professional, efficient, kind, and wonderful. I recommend City Case to everyone who is traveling to Paris. It's one thing you don't have to worry about when you arrive at the airport. Thank you so very much City Case and Matt! You have been the icing on my cake in preparing for my fun visits to Paris! Sincerely, Michael :)

The Paris pass is excellent value from a money & time perspective (lets you use a fast-track line in many locations). I wish I bought it earlier so I could have it mailed to me instead of picking it up at a Paris location. The convenience would have been worth the premium City Case charged when compared to the local Paris tourism office that sold the pass (which I had to go to). So four stars for City Case but it would could have been five stars.

Thought pass would get us into attractions without standing in lines (which wasn't the case). We probably broke even price wise, so it was worthwhile not having to purchase tickets separately. Pass did help us get organized since we sorted them first by what we wanted to see, then by area of Paris each was in ... to minimize amount of travel (we were there for six nights).

I ordered my City Passes 6 weeks prior to departure and they STILL did not get them to me on time. Furthermore, despite it being business hours (2p CST on a Wednesday), there was no one to answer my emails, phone calls or live chat messages. I have a confirmation from them and confirmed my departure date with them more than a month ago. Now I'm out several hundred dollars and have to buy passes while in Paris after all.

I have changed my review because they did email my passes to me. If email is always a possibility, it seems like it should have been done automatically. They responded to my emails, but never my voice mails, saying that they had sent the passes and they didn't know there was an issue. Again, it seems as though when you're mailing something like this that you should use mail services that track the package and ensure it gets to its final destination.

Still, I am grateful that they did respond and did remedy the situation by emailing my passes.

I ordered 2 Paris Museum Passes on 6/2/17. Since I have not received any notice of shipment I left a message on 6/22 at 3PM E.S.T and I attempted a live chat and since no one was available I left a message that indicated a response in 24 hours. I also sent an e-mail. No response this afternoon so I again left a message on 6/22 at 3:55PM E.S.T and I attempted a live chat and since no one was available I left a message that indicated a response in 24 hours. I also sent another e-mail. Since we are leaving Friday morning 6/30 I need to know when I will receive these passes and it is frustrating that I can not communicate with someone.
Response received this afternoon and my passes are coming tomorrow 6/24. They indicated that responses had been made by e-mail but they were not in my spam. I would now give 3 and a half stars since it is still frustrating not to be able to commucicate with someone by phone or a live chat.

We like to follow our early comment. Since DHL failed to deliver the passes in time, the city case dispatched the passes to our Paris hotel so the incident does not affect our vacation. Even further, the company offered a full refund to achieve the highest service qualify and maximum customer satisfaction. We are happy with the service and will use the in the future vacations. They earned our trust.

One month ago I placed my order with The City Case, it was a big mistake.
When I realized that time was passing and had not received any contact, sent them an e-mail. First I was informed that my package had been mailed - a week later still nothing! I sent another e-mail. This time the response was that DHL would deliver it on Thursday or Friday. We are still waiting, and it does not look as if anything will arrive before our departure on Monday. This is a disgrace and NO ONE should use them

I recently purchased 3 Paris museum passes from The City Case. It was said it would be delivered before my departure time. I made my purchase months before my departure time. There is no status update, no progress report and no order tracking what-so-ever over the period of time. 2 weeks before my departure time, I got worried and email the customer service, and was told that a delivery would be make on the Monday on the week of my departure. Monday came, and there is no delivery. 3 days before my departure, I contact again, and only then I got a message saying the Museum pass is mailed from Paris, and is scheduled to arrive on the day before my early morning flight to London.

And on the day before, the delivery company somehow missed my package and did not even attempt a delivery. I have to drive half an hour to the wearhouse to pick up my package after I get of work.

This is literally the worst experience I have ever had. Stressful, confusing, and helpless. I strongly recommend against using this website.

The service was great. Matt was very helpful in answering some post purchase questions. This service is what a vacationer would need. You have everything when you get there and no fuss.
This is out 3rd trip to Paris and I am glad I found The City Case.

I use The City Case every time I'm traveling to Paris. The team and the service are awesome. They are based in the US so no worries and bad surprises. I recommend The City Case.

I purchased the Paris Metro and Museum passes for myself and my husband several months before our trip. Two and a half weeks before our departure I still had not received the passes so I contacted The City Case. They had tracking that showed they had been delivered to the city I live in however did not show the address. I was in a panic! The City Case, bless their hearts, overnighted replacement passes to my home so that I could have them in hand before we departed. A really good company is one that make a bad situation into a winner!

Our group was late in booking our City Pass tickets. Matt and his coworkers At City Case went above and beyond to get our tickets delieved to our Paris, France address. Thanks so much! We had a wonderful time because we weren't waiting in line!

Excellence customer service, I was short of time when purchasing and worried about getting them on time. They had them delivered two days before our departure. Our trip in Paris and London was wonderful with museum pass which saved us lots of time purchasing tickets there. Metro pass (zone 1-6) took us from airport to our hotel ( close to metro station) with short walking distance and met our daily transportation need. Underground system in both cities are great (no traffic, fast, although sometimes crowd and I heard workers might have on strike in Paris, we were lucky). Our family of 5 (includes two teenagers, one elder of age 72) enjoyed two cities a lot with well planned ahead of time.

We ordered our Paris Passes about 4 weeks before our arrival in Paris. After 2 1/2 weeks, the passes had not arrived. An email confirmed that the Passes had been shipped and should have arrived already. USPS had apparently lost our shipment.
City Case responded quickly and overnite shipped 2 new passes from Paris!
Thanks for your concern and fixing the problem