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4.3
15 reviews
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Within a short time, a translator was assigned to me by responding to my email. I would like to thank Demi van der Loo for her help. I sent emails and called all sector representatives but did not get any results. I strongly recommend MASTERTOLKEN and its employees.
Thank you Demi Van Der Loo
Great business working in a professional manner, respectful staff and a reliable company to deal with.
My prepaid appointment was cancelled last minute by the company while they kept the money using an unreasonable excuse.
This is the most un-profesional service and treatment I’ve had experience with in quite some time.
I requested a particular translator to participate and translate an online meeting for me, held on a Saturday at 4PM. I paid in advance a few days prior, as it’s the company’s requirement.
On Friday, a day before my very important meeting, around 3 PM I received an email saying the translator suddenly didn't feel up to the task and therefore she wouldn't take up the assignment. Only once I got back home I could see that the translator gave her notice around midday via en email that was forwarded to us, but the person in charge contacted me a few hours later, around 3PM. The mail gave me 40 minutes to respond and decide whether or not I want a substitute translator, like it was an ultimatum. Having in mind it’s late on Friday I replied to the email within 10 minutes, expecting confirmation to arrive within the same timeframe I was given. I followed up multiple times, expecting a response and a confirmation.
A few hours later I was still waiting for response, having no translator confirmed for Saturday afternoon, knowing that the working day on Friday would be over soon, leaving me with no options. I heard back hours later - they rushed the client, but took their time themselves, once again waiting till the last moment. When I requested a refund, they refused as it was done after 24hs before the service was supposed to happen. Just because they waited till the last moment, on purpose
This is unacceptable, very unprofessional and very low behaviour. I hope you enjoy 125 EUR you kept from my payment
Reply from Mastertolken
We regret to read that you are not satisfied with the service we were trying to provided. As explained in our email, the interpreter you selected unfortunately canceled. We promptly scheduled a replacement interpreter today and sought your approval, which you granted. Upon your approval, we confirmed the new interpreter.
Furthermore, you informed us after 5:00 PM that you no longer wish to proceed with the interpreting service for the next day. Since we monitor our mailbox after working hours, we were able to respond promptly. Unfortunately, you adopted a specific stance, making it impossible for us to further assist you.We had to pay our interpreter, we refer to our cancellation fees as outlined in our terms and conditions.
Terrible experience. Hired an specific translator for a very important meeting on a Saturday, and then, just like that, they cancel on us with an email on Friday. No time left for us to react. The worst part? They refuse to refund the money, even though it's clear from the forwarded email that the translator bailed on them in the morning. They just waited, probably to pocket the fee.
To make matters worse, they started citing some made-up policies to justify keeping our money, policies we never agreed to or signed off on. This is one of the most dishonest companies I've come across in the Netherlands. I strongly advise against using them for anything important. If you need a trustworthy translation service, look somewhere else. Completely unprofessional.
And don't just take my word for it. Do a bit of digging online, and you'll find plenty of similar stories. A total disaster, a fiasco. A terrible service through and through
Reply from Mastertolken
We regret to read that you are not satisfied with the service we were trying to provided. As explained in our email, the interpreter you selected unfortunately canceled. We promptly scheduled a replacement interpreter today and sought your approval, which you granted. Upon your approval, we confirmed the new interpreter.
Furthermore, you informed us after 5:00 PM that you no longer wish to proceed with the interpreting service for the next day. Since we monitor our mailbox after working hours, we were able to respond promptly. Unfortunately, you adopted a specific stance, making it impossible for us to further assist you.We had to pay our interpreter, we refer to our cancellation fees as outlined in our terms and conditions.
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