Problems with Activity Superstore gift voucher - big problems!

SarahLou

Help!

I bought my sister a "pamper day" gift experience from the Activity Superstore company last Oct/Nov for Christmas which obviously she got given at Christmas. Before ordering the gift I sent the company an email to check whether the pamper days were ran anywhere near where she lived - I had an email back with a list of 4 places in that county that ran them (one being her next nearest main town) so I was happy with that (I still have the email, luckily). So I ordered it and that was that.

She sent off the pack in early January to get her registration details etc. That arrived but when she came to book the actual day (she could choose from two out of a manicure, pedicure, massage or facial), she was told that they didn't offer them in Preston afterall (which I specifically have written in the email saying they do) and the next nearest place was absolutely miles away. So she kicked up a tiny bit of a fuss about this on the phone to them and they said she could have two manicures done at a salon near her but it had to be two manicures and both had to be done at the same session (so one straight after the other) - she explained that was pointless and that she really wanted a manicure and a facial. But that was a no-no, they only did manicures at this place or the other option was to travel a ridiculous distance. So she and her hubby have been trying to sort this out since January (unbeknown to me until recently). It was only when I asked her if she'd used it yet that she told me about all the problems she'd been having.

Anyway, next thing they offered her a hair cut but again the salon was miles away.

She's got no where with them despite numerous phone calls to them.

So I've took all the details back and have been trying to sort it out. I've had no joy over the phone but also sent an email and got a reply a few days later (mid August) on a Saturday from someone called Lisa asking if I minded waiting til the Monday when she'd be in the office to answer my enquiry/complaint (as it was a strongly worded email). I emailed straight back to say that would be fine. And guess what? Not heard a thing since that Saturday. I've sent 3 follow-up emails to the same email address - the last one on Sunday just gone warning them that I was giving them til this coming Friday (10th) to get back to me.

As its not looking likely (and I never speak to anyone who can help on the phone), HELP! Where do I go from here?

Its £25 (I think it was) thats wasted and I won't let it lie - its not fair on my sister and its a waste of my money if I just give up.

Can anyone suggest my next course of action? (I've tried phoning and asking to speak to a manager or someone about a complaint) :mad:

mynameisdave

Having worked for a retailer that sold gift packs ran by activity superstore you should be able to exchange the paper voucher for the same value towards another experience.

You may also be able to get a refund if you can show that you have been promised something that was not possible - I'm not sure on that. Obviously the manicure right after another is not a suitable alternative but if the salons nearby don't offer you what you require then there is no way to change that so your only real options, if the available treatments are unsuitable, are refund or exchange to different gift day.

Edit: and for whats its worth, these pamper days and beauty treatments were by far the most problematic. AS would save a lot of trouble (but probably get fewer sales) if they bothered linking to the website that lists possible treatments and locatyions before people parted with their money.

SarahLou

Thank you - if only I could speak to someone at the company that could actually deal with my request as my sister was warned that when the expiry date came around that would be her last chance (and that is approaching rapidly although not for lack of trying!) :eek: