Double Take Studios Manchester

tocino99

Hi all,

I received a call from Double Take Studios in Manchester, Tuesday 22 of February, as a friend had recommended me. I listened to the spiel and what they offered was a pampering day for myself and a friend which sounded lovely. Now, I'm the first to be wary when something sounds too good to be true but they are clever sales people and take advantage of your trust when they say not only did a friend recommend me but they also named my friend. Instantly, I let my guard down (in hindsight..a bad thing to do) but i thought, surely if a friend recommended this place and had a good experience then how bad could it be.

Also as a mother of two young children, I was in desperate need of a little pampering however as a precaution I asked a lot of questions regarding what sort of money was involved. She listed off some of their policies such as if you didn't show up or cancelled at the last minute - this would incur a £125 EACH no show fee. I was also told that there was a 5 day cooling off period whereupon no fee was charged if you decided to rearrange a date or cancel altogether. All they required was a £30 deposit to hold the appointment and this would be refunded once I attended the appointment. I then asked if the deposit would be refunded to me if I decided to cancel within the 5 day cooling off period and I was assured that I could. So with this in mind, I decided to book a date that was more than four weeks away as I thought I could always back out in the next few days if I wanted.

The lady then told me that she would send me an email with all their website information so I can check it out. (would have been better if I had gotten this information before i booked though) Anyway, I then checked out their website and noticed that there seemed to be a lot of emphasis on hair/make-up and a photo-shoot that involved outfit changes and props. This did not appeal to me as I was more interested in the pampering bit ie massages but there was very little mention of this on their website. I then checked their terms and conditions and was quite shocked at how strict it was. I can understand if someone cancels at the last minute because there is loads of preparation/staff etc to accommodate each person that walks in so that is totally understandable. After reading all of this and then doing a bit of research and learning of all the complaints against Double Take Studios I decided to call them up and cancel which I did on the 23 of February (the next day after booking it) This was also well within the 5 day cooling off period too so I thought I would have no problem cancelling whatsoever.

Well, I was promptly told that I could cancel but I wouldn't be receiving my deposit of £30 back despite only booking it the day before and cancelling more than 4 weeks in advance. Needless to say I was shocked. I was then told that I should have read the terms and conditions before booking. This made me laugh, as I'm a stickler for reading terms and conditions(I even read the terms and conditions to register on moneysavingsexpert : ), however, Double Take Studios only sent me their terms and condition until AFTER I had booked. Yes, they did tell me some of their conditions over the phone but I had asked point blank if I would still get my deposit back if I cancelled within the 5 day cooling off period and I was assured I would. I would never have booked if I thought I would lose out on £30 if I decided to cancel. What is the point then of the 5 day cooling off period if a customer can't change their mind without losing out on money??

What it appears to me is that this company preys on people looking for a nice day out (which I'm sure it is for some) and gain your trust by mentioning a friend. They then tell you that the deposit is perfectly safe and will be totally refunded when you show up or cancel within the 5 day cooling off period. However, once they have your deposit there is absolutely nothing you can do to get it back unless you physically go there and stay until the end (they have a clause that you have to fulfil the entire day otherwise a no show fee of £125 will be charged)

I have no intention of ever going to this place and would highly discourage anyone to go there as they also charge an extortionate amount for their photos. One of the so called "cheapest" packages is £399 which includes 6 images on a CD. However, you can purchase ONE 8 x 6 photo at the low, low price of £70!!!!! Also they say they don't use pressure sales however even when I tried to cancel, I felt pressured not to cancel and was even asked to put even more money toward my day out and they would double my money. All I want is my £30 back which may not seem a lot to some but it is to me. I really don't know what to do now. I've phoned them a couple of times but the last call I was in tears and hung up (I regret that but I was just so frustrated). I've also emailed them twice but still no response. I have never ever had such a terrible experience with a company and I haven't even been to their studios so I can only imagine what it would be like if I went!!!

Any advice or hints would be really helpful and sorry this was so long...thanks for reading!!!

halibut2209

As far as I'm aware, you have at least SEVEN days cooling off period on a contract made via a cold call. This should include a refund of all monies paid.

tocino99

That's what I thought but they are adamant I am getting nothing back and I still haven't received any response off my emails so I am at a loss as to what to do now?!

wealdroam

tocino99 wrote: »

That's what I thought but they are adamant I am getting nothing back and I still haven't received any response off my emails so I am at a loss as to what to do now?!

Write a real letter. Give them (say) 14 days to refund your money. Tell tham what will happen if they don't do that.
Send letter recorded.
Google letter before action for samples.

Have a read of Money Claim Online website.

tocino99

Alright thanks wealdroam!!! Will definitely write a real letter to them and will have a look at the website too!! Really appreciate you taking the time to read my rant!!! : )

omen666

Do a search of this site for more threads on Double Take remember there being a few over the years

tocino99

Just spoke to someone from the customer support team at Doubletake Studios who was absolutely brilliant and totally understanding of my experience. I was told that a refund of my £30 deposit will be forthcoming in the next 7 working days so I will post again here once that's done. I think finally having someone who actually seemed to care really reassured me about Doubletake Studios. I think that the lesson anyone should take is to ask loads of questions and make sure they answer them AND read terms and conditions of any company they wish to do business with because the more informed you are the better any decision you end up making will be!!! Thank you Zara at Doubletake Studios!!!

gordikin

I'd give 'the friend' who gave out your contact details a kick up the RS.

tocino99

Gordikin - I KNOW!!! I was fuming with her after all this happened!!! Haven't filled her in yet but yes, she will definitely get an earful!!! : )