OSpa London Voucher - rubbish service

joolesw1972

Keep complaining to Groupon people have started getting their money refunded. I complained to Groupon and ospa several times via email, you won't get through on the phone and if you do it's a recorded message! When I eventually got a response from Groupon (by posting on their facebook wall!) they were helpful. I told them that ospa were in breech of the distance selling regulations which state that goods must be delivered within 30 days that I wanted a guarantee that I would receive the straighteners within 2 days or a refund in full, I also stated that I wanted to be refunded via the method I paid as I'd heard they have sometimes refunded in Groupon credit to your account. Groupon refunded my £15 and gave me £15 Groupon credit for the hassle, they said they would request that ospa refund the remaining £23.95 but to wait 7-10 days for it to go into my account.
To be honest I wasn't holding my breath! 10 working days is up today and yesterday the money went into my bank account. I have left 2 reviews on websites to warn others of the problems with ospa and sent them a sh*tty response to an advertising email they sent me, it prob won't get read but it made me feel better!!! There is another ospa thread on mse I can't post the link as I don't know how to do it on my iPod, but have a look.
I hope everyone gets their money back or goods delivered soon x

JanieQ1966

:mad: On the 28/6/11 I took up the Groupon offer of O Spa London ceramic hair straighteners worth £99.95 for £15.00 with £7.50 P&P, i'm still waiting. You send emails they ignore them, you try and ring then its either engaged or constantly rings out to put it mildly they are uncontactable.

However on the 2/9/11 I rang the number and I was surprised when a lady answered, I got the impression I had caught her off guard as she came across as being nervous, but she did advise me that the hair straighteners had arrived in stock and that they would be despatched the middle of the week after, imagine my delight when on 6/9/11 i received an email advising me that they had been despatched by Royal Mail recorded delivey along with a track & trace reference for me to use to keep tabs on the parcel. My delight, however, is short lived as i'm still waiting for my parcel, I attempted to use the track & trace ref provided and to my surprise can only be viewed by the sender, I have tried to contact them again via telephone and its the same old, engaged or rings out. i have, this afternoon sent more emails out (not holding my breath on that one), so now I feel worse off than before because they are actually stated as being despatched and no idea on where to go for help. Thinking back now I get the impression that the lady i spoke to on the 2/9/11 only told me what I wanted to hear and I am still no nearer in receiving my order. I cannot stress enough how much I hate this company and i'm convinced that they are a scam and should not be allowed to get away with it.
:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
Regards Jane

moonmaiden1

Sorry to say, but all these reviews are right! I think the company is about to go bust, head office phone is disabled. I had an appointment for hair treatment with Austin Reed OSpa, they cancelled by email days before, no one called me as promised, then I got a 'reminder of appointment' email the day before. So I went last Friday to find outlet closed down. Rang Riverside branch, got someone who said the manageress was back today (Monday), but guess what? It's on constant voicemail now. . .:mad: So will ask for cash back from Groupon.

vicvan

I also have been duped out of £19 for face masks £5.95 for postage. On searching the internet there seems to be so many complaints. I wish Watch Dog would look at the situation I think both the Spa and Groupon have a lot of questions to answer

defiaa

I wanted to share my bad experience with OSPA.

I bought a £30 OSPA groupon voucher Finishing touches including accupressure Chair Massage. After several attempts to book an appointment online on the opsa website, I finally managed to get an appointment on the 26/08/2011.

A few days before my appointment I got a call for OSPA saying that they had to cancel the appointment because they were understaffed and asked me to call back to reschedule. No need to mention that I was very disapointed as I was going just about to go on holidays and wanted to have the manicure & pedicure done before.

Anyway I tried to call them to reschedule, left message but no one answered or called back. After so many attempts I decided to go to the spa (with my baby) and discuss with them face to face.

They were sorry to cancel, offered me to extend the validity period and booked a new appointment for the 28/09/2011 mentioning that I could still re-schedule anytime because basically ot was their fault they could not keep the initial appointment.

A month ago, I realised I could not go to the appointment planned so I called OSPA to re-schedule. I had the same problem as last time, I could not get hold of them and despite my messages, no one called me back. I tried to email them as well but again no answer. The only solution was for me to go back there again to see them but it is really not convenient for me with the baby.

I wrote to Groupon to explain the situtation and I am currently waiting for their answer. Although I would still be happy to get the treatment, but I am so frustated by OSPA customer service. They really have the worst customer service ever.:mad:

kathyb1tch

just thought i would share the email i got yesterday from o spa regarding the straightners....

Hair Straightener Refund Update


Dear Valued Customer,

As you may already be aware, there has been an ongoing delay with the distribution of the hair straighteners that you purchased, for which we sincerely apologise. We accept that the delay has caused some frustration and has created a backlog of customer service enquiries, some of which have prevented us from responding in a timely manner.

As a result, we have agreed that Groupon should refund all customers who are still waiting for their Goods. In addition, Groupon has refunded all customers who have already received their goods. This effectively means that the customers have been given those goods free of charge (P&P excluded) and do not have to return the goods. In the interests of fairness and to apologise for the extended delay, we are offering the goods to those who are still awaiting their products also on a complimentary basis (in which case the cost of postage and packing will not be refunded). There will be a further delay in your goods being received and if you are unhappy to wait and do not wish to receive the complimentary hair straighteners then we will offer you a full refund of your postage and packing or alternatively the option of a substitution for an e-voucher for a value £100 to be added to your on line account with O SPA London (This is equal to the full sale price of the hair straighteners). This e-voucher can be redeemed for any item on the O SPA London website*

If your preference is to wait for your complimentary hair straighteners then no further action needs to be taken by you. If you would like a postage refund or a substituted e-voucher, please email refunds@ospalondon.com and your refund or credit will be processed. Please indicate on the email if you would like a postage refund or substitution, together with your name, order ID and voucher number. Please allow up to 14 days for your refund to be received or your e-voucher to be credited to your online account.

We would like to take this opportunity to apologise for the delays for the product and if you feel you have not received the level of service you would expect. We hope the offers and options outlined in this email represent a significant amount of good faith, a fair outcome and demonstrates that not only do we care about our customers but also sincerely regret any delay, inconvenience or disappointment that may have been caused as a result.

If you have any specific queries in relation to your products, please contact productenquiries@ospalondon.com

BPPURDY

I also go the above email from Ospa on Wed 28th and I immediately sent an email back stating I wanted a full refund and will wait a max of 14 days only for a refund. I also emailed Groupon to with all the order number and said I would take it further if nothing was settled within 14 days (Groupon had already given me a full refund of what I had paid to them but felt they were representing Ospa and should be helping me get my direct payments back I paid to Ospa). Well would you believe it tonight at 6.30pm DHL HOME delivered 1 pair of hair straighteners and I got an email from Ospa today stating one of my orders has been posted (On the item delivered it is dated 27th so the email was 3 days late?). I don’t think this delivery is from my emails but I spoke to my credit card company and I think they contact Ospa as they cancelled my payment to them from months ago. If anyone has paid by credit card for P&P please contact your credit card company and they will stop your payment, send you a letter just to confirm you order has not been sent etc and you will get a refund from them. I still have 2 orders (face packs etc) outstanding but now I have contacted my bank I feel much happier as they seemed to take it very seriously.

Groupon email is [EMAIL="support@groupon.co.uk"]support@groupon.co.uk[/EMAIL] Ospa emailed [EMAIL="refunds@ospalondon.com"]refunds@ospalondon.com[/EMAIL] or [EMAIL="productenquiries@ospalondon.com"]productenquiries@ospalondon.com[/EMAIL]

O SPA London Team
Tel: 0845 604 4991
email: [EMAIL="customer.services@ospalondon.com"]customer.services@ospalondon.com[/EMAIL]

Good luck!

NB Just looked at the item and its awful, I even think its 2nd hand as looks used. Very poor quality indeed and dont work.

savemoney

This is on radio yesterday

around 8minutes in

http://www.bbc.co.uk/iplayer/episode/b0151xsh/You_and_Yours_30_09_2011/

Bonglecat

I've had another problem with O spa. I bought a Groupon voucher for some Collegen facemasks worth £150, I placed my order over the internet and they gave me the option to get some eye masks as well at a vastly discounted price. That was 3 months ago, I have not received either.

Despite numerous emails I have received no response other than one automated one saying that they a second batch of masks were being ditributed in 2 weeks, that was 8 weeks ago.

Finally on Thursday I received an email stating that they had been despatched. But the following day I got an email from Groupon saying that they were having to cancel the voucher and refund customers. But for the P&P and the eye masks I would have to contact O spa myself for a refund. I'm not holding out much hope on that front!!!

jocar

As with the last post, I also paid £19 to Groupon for a voucher for 8 collagen face masks back in June. Fortunately, I passed on the eye masks offer that OSpa kindly invited me to take advantage of when they confirmed my order.
Groupon contacted me last week to say they were refunding me (I won't bore everyone with the breakdown of attempted calls and unanswered emails to OSpa - it's just the same sorry tale as that recorded by other posters) and that I should contact OSpa for a refund of the £5.95 p&p charge.
I emailed them a few days ago, but I have a feeling that's the last I'll hear about it. I can only think that they have disabled their website because I can't get on it today.