OSpa London Voucher - rubbish service

jisha78

The voucher for OSpa London via lastminute.com is still on the webpage saying it is a great deal, but I've had terrible service from them - basically they refuse to let you book an appointment over the phone, but take your details, and say they will call you back within ten days. They've not called me back now since June, despite chasing, so I still don't have an appointment. They are clearly overselling and don't have the capacity to meet demand. I was given this voucher before it was advertised on this site, and I imagine because so many of us read these pages the situation is now even worse. So if you're thinking about buying this voucher, in my opinion, really don't bother.

Here's a copy of the email I just sent them -
I am writing to complain in the hope that you will finally be able to help me.

In June, my boyfriend R---- bought me the 'Exotic Treat Spa Experience' as a birthday present, voucher no. ----
I am a teacher, so I can't have days off in the week. My boyfriend works abroad, and I am with him in the holidays. So, as booking an appointment would take planning, I attempted to book the experience as soon as possible, to get a date I could use.

I first called towards the end of June, and I was informed that there were no appointments free until August. I said that was fine, I could book for Saturday 4th September. However, the lady on the phone is only able to take messages, not book appointments, and she assured me someone would call back to book an exact time.

No-one called back. On about July 22nd, I called to check whether I actually had an appointment on September 4th, as I had not been given a time. A lady took my details and said she would call me back. When she did so a few hours later, she said no appointment had been made, and she was still unable to actually book a time on the phone.

This time I was informed there were no weekend appointments left until October now. Again I advised that is ok, but I want to book an appointment in October then. However, I was told, yet again, I can't do this on the phone, and someone would call me back within ten days. I was told to wait this long.

So today it is now Monday 9th August, and I still have not been given an appointment or been called or emailed. This is really irritating now, as the voucher expires in December, and what was meant to be a relaxing experience is turning into a never ending item nagging away on my to-do list. I don't understand why I am not simply allowed to speak to someone with the Spa diary in front of them.

If I am not offered an appointment today or tomorrow, I will expect my boyfriend's money to be reimbursed, as you are refusing to offer the services bought.

h007

I got a mycitydeal/groupon offer for o spa in june - still not heard back from them to make an appointment either
am currently in the process of getting a refund

sharon7_2

Hi

Just wondering if you both heard from OSpa. I have a voucher too and am worried now.

How do you get a refund?

Ta

S

Hays

I am also having problems with them Have sent an email today explaining if I can't book any treatments by Wednesday I will take my custom elsewhere.

sheer_vanilla

O Spa London are beyond useless!! No one picks up their ''booking line'', they have no dates available, takes months for communication - disaster. Planning on throwing away my vouchers and writing a scathing review when I find the time.

sharon7_2

I am so annoyed for you (and myself). I wonder whether Lastminute could be notified that they are so terrible.

S

Rainey_LB

I had problems from Sens Spa at Hilton Park Lane, booked through Lastminute.com on the £10 day offer.

I ordered 3 vouchers, I only received one, I contacted LM who keep sending me standard replies about waiting for the vouchers to arrive, not actually reading that I had a part order delivered.

I contacted the Spa direct by email....they did not respond. I telephoned them they told me to email again.

So I have spent the last 7 weeks sending weekly emails to LastMinute and SensSpa and can say the customer service from Lastminute was useless, told me to follow it up myself....you can imagine my response. Each time they asked me to wait for 72 hours/7 days for their update, it never came until after the deadline elapsed by at least 24 hours further and I emailed them again.

The Spa failed to respond at all, not even an acknowledgement of my emails until yesterday when I received to tickets by email to print myself.

with the message

All the vouchers have been sent by post, but due to the communication of delivery failure, we have agreed to now re-send them via email.

I am grateful that I have now received them, but I brought them as a birthday gift, so have one looking really nice on cream heavyweight paper and the other 2 from my own crappy printer on plain white.

Lastminute should have responded at the beginning of the week too and still nothing from them to let me know the tickets are on the way/have I received them. I will never book through them again, as they told me at one point 'they are 'booking agents' only once they have taken your cash they are not interested if you haven't received your goods. They also said they had rang and left me a message, my phone was on all day, it did not ring, there were no missed calls and certainly no messages.

Yes £10 is a fantastic offer, but is it worth all the aggravation of actually trying to get the tickets you paid for, no not really.

Need a Spa Day to alleviate all the stress it caused!! lol

angelwing

I bought two vouchers through lastminute.com for £10. I never received them, and kept on calling o spa to try and get it sorted. 9 out of 10 times I couldn't get trough, and when I did they just took my details and promised to get back to me which they never did. I tried to book an appointment in October, they said someone will get back to me to confirm, never happened.I sent an e-mail 3 weeks ago to complain, never received a reply. I sent a letter today to their Head Office, but I won't get my hopes up

I contacted lastminute.com 2 weeks ago and they sent me an e-voucher and refunded my delivery charge.

I called o spa three days ago again and managed to get through! I was informed that the earliest they could book me an appointment is December and there's no sign of my booking for October. I'm so disappointed in the way they treating potential customers:( I used to work in a Spa as a receptionist, if I would have treated guests this way I would have been fired on the spot!!!

O Spa should be going out of their way to get this issue sorted and win their customers back!

sharon7_2

Hi

I also managed to get through and was told that they have a new booking system and the next slots will be in Dec/Jan. In Jan, my vouchers will have expired so I hope that they do send me a date

:mad:

wendysea

I too have experienced the difficulties outlined by others - phone calls and e-mails not responded to and despite every effort I have been unable to book a session for myself and friend since I bought my vouchers from lastminute.com in June - they expire at the beginning of December. At the beginning of August I e-mailed lastminute.com and ospa requesting a refund and again have had no response from either. As advised by a previous contributor I have now sent e-mails addressed to customer.service@ospa.com, customer.service@multitraxgroup.com and customer.service@lastminute.com. The one addressed to Customer.service@ospa.com has bounced back with a message that that address is invalid. Does anyone have any more information on this? I would be grateful for any assistance that will help me get my money back. Many thanks

sharon7_2

Hi

I got an email over the weekend with confirmation of my booking - you can request a date change but they dont recommend it.

Fingers crossed it all goes well on the day.

:T