Does this complaint sound ok?

noodles86

I want to just hit the main points and not about the staff and cleanliness of the site!

We received a smart box, 'family days out' gift experience, where you can pick an activity to do. As our dd is only 4 we decided on the mini golf as for some strange reason she has been very keen to try mini golf for ages lol! We booked ahead via email and all seemed good until we got there. The staff weren't sure what to do with the voucher/what it entitled and I hadn't took the booklet with all the treats in, as I hand't thought I needed it. I hope the complaint email is easy to understand!

I not only need advice on the content but also on the end of it? I certainly never want to go to star city mini golf again but feel that we didn't get what we were entitled to from it??




To whom it may concern,

I wish to complain about our recent day out on Sunday 9th October.

We decided to use our gift experience against the 'mini golf' at Star City, Birmingham.

As advised in the booklet, I booked ahead by email as I couldn't get hold of them by telephone and mentioned that we had a smart box voucher. I received a confirmation email back telling me to just bring the voucher along with me.

When we got there there was no mention that we had booked ahead and none of the staff in reception knew what a smart box voucher was and was advised to just go straight up to the mini golf as the staff member was sure someone upstairs would know what to do.

We got upstairs and although the staff member knew about the smart box voucher, said we were only entitled to one round of golf, not the two rounds and a drink for us and the two children. Unfortunately I had only taken along the voucher and not the whole booklet with me.

We were at the golf for approximately 25 minutes and were thoroughly disappointed with our experience.

somethingcorporate

It's good. Perhaps you could conclude by adding how you would like the situation could be resolved? A free round of golf and the drinks that the voucher promised?

bod1467

OP says they don't want to go back there though.

Which leaves an issue - what WOULD be a reasonable resolution?

noodles86

Thanks for such quick replies, I know the staff were awful and although the course was clean the cafe area or toilets weren't. Ive just done a quick google of how much the smart box is and it's 39.99 from Halfords, looked on the mini golf site and the course for 2 adults and 2 kids would be 19.95 so there's 20 difference there?

This is why I have come on here for suggestions as I can't think of a good resolution on both parts!

somethingcorporate

bod1467 wrote: »

OP says they don't want to go back there though.

Which leaves an issue - what WOULD be a reasonable resolution?

Very good point given the company being complained to didn't actually provide the voucher! I would have thought the complaint would need to go back to the voucher provider to get a refund.

Edit: Perhaps you need to take the issue up with Smartbox / Halfords rather than the Star City place.

noodles86

somethingcorporate wrote: »

Very good point given the company being complained to didn't actually provide the voucher! I would have thought the complaint would need to go back to the voucher provider to get a refund.

Sorry, it was an email to smartbox, not the mini golf. The voucher was given to my DH from work (as an incentive/reward) just did a google to see how much someone would have paid for it to what we actually received, as a comparison if you see what i mean. And although yes we didn't pay for the voucher, someone did and I don't think its good value for money!

somethingcorporate

Oh sorry, then I guess asking for a 50% refund would seem reasonable! (or possibly 75%+ if you are feeling lucky / cheeky).

noodles86

Ok I have revised my email;

To whom it may concern,

I wish to complain about our recent day out on Sunday 9th October.

We decided to use our gift experience against the 'mini golf' at Star City, Birmingham.

As advised in the booklet, I booked ahead by email as I couldn't get hold of them by telephone and mentioned that we had a smart box voucher. I received a confirmation email back telling me to just bring the voucher along with me.

When we got there there was no mention that we had booked ahead and none of the staff in reception knew what a smart box voucher was and was advised to just go straight up to the mini golf as the staff member was sure someone upstairs would know what to do.

We got upstairs and although the staff member knew about the smart box voucher, said we were only entitled to one round of golf, not the two rounds and a drink for us and the two children. Unfortunately I had only taken along the voucher and not the whole booklet with me.

We were at the golf for approximately 25 minutes which hardly seemed like a day out and we were thoroughly disappointed with our experience.

At the cost of £39.99 for the smartbox and only receiving £19.95 worth of goods - The cost of two adults and two children for one round of golf. I feel that we are entitled to at least the remainder in refund.

Flat_Eric

Watchdog did a report on Thursday last week about W H $miths Gifts Experiences. On offer was a hotel break and also a meal out - I can't remember exact details - the video/report may be on their website.

Its sounds like something similar has happened here

$miths were selling gift experiences (eg hotel break at £109) but actually when the gift recipient went to claim/cash in their gift (book the hotel) they were offered a room at a value not exceeding £60. What happened to the other £50 - it was an admin fee if I recally correctly ??

noodles86

Thanks for that info, although for two round for 2 adults and 2 children would have been £29.95 (and bear in mind the voucher was for 2 adults and 3 children with a drink each) so I think the voucher, if the mini golf place had known what they were doing, would have been good value/correct value of that makes sense?

cord123

I would ask for a refund for what you didnt get ie. the cost of the second round of golf and a round of drinks....