OSpa London Voucher - rubbish service

h007

sharon7 wrote: »

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

after all the trouble they have caused i hope it is nice!!

i got my refund directly from groupon which is the comany i got the voucher from.

stroumph

My husband bought me the £25 ticket a while ago but I have been unable to make a booking and am worried it will run out. Have emailed, phoned the central telephone and phoned the Westfield store directly, but have had no response. Does anyone have a direct email or number which the staff respond to? I would still like to receive the treatment but if I can't then we'll try to get our money back.

It also said happy divorcery on the ticket, which was a worry as we're newly married!

stroumph

I also think Martin and Lastminute.com should look into it as it will put people off trusting in their promotions in future.

N_B_4

I called O Spa today and got through to a very helpful lady, Shelley. She told me that they've only got two spas operating - the Westfield one, for example is not open. Therefore, they're having to accommodate everyone in just the two spas.

Anyway, I asked for a refund (second time) and she kindly went through everything. She said that the refund comes from last minute.com. If you ring them, they will forward details to their refund department who then contact last minute.com.

About an hour later, I got a call from last minute.com authorising one of the two refunds I'd asked for. Hoping the second one will happen soon.

Really badly managed all round - shame.

k1mmie

A friend of a friend etc... has just started working in an O Spa Branch.

After hearing of all the problems you guys are having, as frustrating as it is can I ask that you all bear a thought to the receptionsists in the branches. The head office take and make all the bookings and only them on their system. It is then passed down to the branches from them to enter on to their system. It is a very poor arrangement and the branches have no control whatsoever, however as is usual in these circumstances they take all the flack from the customers as they are front of house.

This person has had most days up to her neck where head office have not put details through to the branch only to have customers just turn up and they have had to find a way of rebooking them through head office, or moving cutomers around - once again all through head office. It is a nightmare!

It does not say much for the operating of the company and so far she is really not impressed with thcompany.

Several of the branches have closed down yet they keep issuing vouchers and the spas that are left have to fit everyone in.

Keep trying to get through, and just imagine that the branches have the same problems as you getting hold of them. Think these branch staff need a medal personally!

mvk0016

I have to say I had the same problems too. I bought the voucher when it was first advertised by the weekly email, booked an appointment for end of August (after trying the phone line a few times), then they called me to say that due to staff shortages they had to move it.

I found another day in September, and then a few days before that they again called to say that due to staff shortages they would have to postpone the appointment. I have to admit that the guy on the phone was really sympathetic (I actually pitied him imagining all these women he must have had to call all day to tell them that they wouldn't get their booked date) and he explained that I could use the voucher even after the expiry if I couldn't make it before.

He tried to find a date that I and the Spa could both make it, and it ended up being yesterday (30 November). Yes a full 4.5 months later. I did go to the Spa and it was a really nice experience, despite the fact that I was 10 min late because of the snow (the girl at reception claimed that I was 20 min late, but the email confirmation I had received said 6:30 and she was insisting the appointment was for 6:20) and my treatment had to be reduced by 10 min.

Overall, I would say it was really good value for money, but I don't know if I would go through the hassle again. Another colleague has also booked hers at the same time, and had it rescheduled twice.

On the positive side though, although the lastminute.com instructions stated it was only available Mon-Fri 9-6 (i.e. working hours) when I called my first two appointments were scheduled for Saturdays and the last one (the one that finally took place) for a weekday but from 6:30-7:45. So if you are working and can only do it outside working hours try to specify that when you call, and if they move your appointment definitely get a date and time that suits you that is "outside normal working hours". And don't forget to bring your confirmation email, in case they tell you you're late, I wish I had done that.

rm173

Hello, I finally had my appointment after 4 months of waiting. I'd chosen the Fire & Ice Ancient Stones massage. According to their brochure the treatment takes 75mins. When I went in the Masseuse gave me a 15min massage, left me waiting 5mins & then told me I was done. I called the receptionist & she told me that the £10 voucher was for a 20min version of the massage? I have no recollection of lastminute.com stating it was a reduced treatment on their site, nobody I spoke to ever mentioned it & it was not written on the letter or voucher I was sent.

They were obviously over booked as they called me a few times beforehand threatening to cancel my session if I couldn't come earlier so they could fit more clients in! I met the masseuse outside on his way home & he told me he was asked to only do a 20min treatment. If I'd known it was £10 for 20mins then I wouldn't have bothered buying the voucher. It was a real waste of time & not worth the hassle.

Has anyone actually bought this voucher & had the full treatment they've choosen or has it been reduced? If anyone could let me know I'd appreciate it so I can decide whether or not to take it further.

Thanks

ariesgirl76

rm173 wrote: »

Hello, I finally had my appointment after 4 months of waiting. I'd chosen the Fire & Ice Ancient Stones massage. According to their brochure the treatment takes 75mins. When I went in the Masseuse gave me a 15min massage, left me waiting 5mins & then told me I was done. I called the receptionist & she told me that the £10 voucher was for a 20min version of the massage? I have no recollection of lastminute.com stating it was a reduced treatment on their site, nobody I spoke to ever mentioned it & it was not written on the letter or voucher I was sent.

They were obviously over booked as they called me a few times beforehand threatening to cancel my session if I couldn't come earlier so they could fit more clients in! I met the masseuse outside on his way home & he told me he was asked to only do a 20min treatment. If I'd known it was £10 for 20mins then I wouldn't have bothered buying the voucher. It was a real waste of time & not worth the hassle.

Has anyone actually bought this voucher & had the full treatment they've choosen or has it been reduced? If anyone could let me know I'd appreciate it so I can decide whether or not to take it further.

Thanks

The vouchers for £10 were only 20 minute treatments, they are taster vouchers a fraction of the time for a fraction of the price.. this was all very clear in the lastminute details.. at the end of the day people you get what you pay for.. why you think this would be different just because it says the value of it is more.. c'mon there is no such thing as a free lunch as they say..

Diamond78

I can't believe so many ppl have had problems booking. I thought I was the only one. My brother paid through groupon for me to have my hair done at one of their London branches. That was November. I had so many problems trying to book, so in the end I emailed them and asked them to refund my brother as it was paid by him but booked under my name. Never heard back from them.

In the end I had to book for the end of February to get my hair done.

I hope you all manage to get your refunds or appointments booked.

vej

[FONT=&quot]I bought aGroupon voucher in October 2010 for my boyfriend’s birthday in November 2011. However, O Spa did not answer my emails or voicemails and would not answer the phone for three weeks after the purchase. By the time I got a response, O Spa could not fit him in until 9 April – last weekend.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]He turned up to redeem the gift I gave him last Saturday, after we were forced to miss a weekend with his family because of the inflexible O Spa booking, only to find that O Spa had double booked him and he could not have the service. This is despite us receiving several confirmation emails to say he was booked in for this date and time.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]He has now had to rebook for July. This means the service will be taking place nine months after the original booking. For all I know, when this time comes around O Spa will say that his voucher has expired![/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]O Spa were rude, unhelpful and even told him that he "should not take any notice of the email confirmations as they're sent by the computer so are always wrong"![/FONT]

[FONT=&quot][TEXT DELETED BY FORUM TEAM] I will NEVER go to O Spa again and I will be warning everyone I know to steer clear.[/FONT]

[FONT=&quot]It is also a very disappointing move by Groupon [TEXT DELETED BY FORUM TEAM] by allowing a company like O Spa to sell new services again and again on their daily offers when they do not have the capacity to deliver what they are already doing, and Groupon knows it. Groupon are just after the money ad don't care that your booking made in October 2011 is not being redeemed until July 2011.
[TEXT DELETED BY FORUM TEAM]Neither O Spa or Groupon will reply to my email to their customer service teams. This is the only way I can vent.[TEXT DELETED BY FORUM TEAM][/FONT]