Wahanda refund - entitled?

Tinkywinks108

I bought a voucher from Wahanda last October for a facial. Unfortunately, I forgot all about it until about 2 weeks before the voucher expired. I rang to make an appointment but they said they had nothing available. So I emailed Wahanda and asked for a refund and they emailed back basically saying I should have made the appointment earlier. They did offer me a credit note instead to be fair, but I just don't have the time or inclination for pampering at the moment and really need the money!

I emailed back and asked them to point out where exactly in their terms and conditions does it say that I need to have booked the voucher experience by a certain date? They emailed back and just said all vouchers are subject to availability.

I'm aware I'm being a bit difficult, however, there should be something in black and white to clarify this shouldn't there?

pcombo

So you know you cant get a refund, you know your being difficult. not sure what you think you will gain from this post.

Tinkywinks108

pcombo wrote: »

So you know you cant get a refund, you know your being difficult. not sure what you think you will gain from this post.

"...there should be something in black and white to clarify this shouldn't there?"

I don't know that I definitley can't get a refund, that's what I am trying to find out. When I say I am being difficult, I mean that it would obviously just be easier to take the credit note. Both these things don't mean that I won't get a refund, I've worked in customer services for long enough to know this.

I used to work for an experiences company where customers, although encouraged to book their experiences as early as possible, had their vouchers honoured as long as they booked (not taken part in) the experience before the expiry date. It's not the customers fault that venues are busy or overbooked.

Flyboy152

Sharada wrote: »

"...there should be something in black and white to clarify this shouldn't there?"

I don't know that I definitley can't get a refund, that's what I am trying to find out. When I say I am being difficult, I mean that it would obviously just be easier to take the credit note. Both these things don't mean that I won't get a refund, I've worked in customer services for long enough to know this.

I used to work for an experiences company where customers, although encouraged to book their experiences as early as possible, had their vouchers honoured as long as they booked (not taken part in) the experience before the expiry date. It's not the customers fault that venues are busy or overbooked.

So, they do not have any conditions attached to when the experience is booked and they say that because they can't fit you in the voucher is invalid? That sounds a bit tricky to me.

mattyprice4004

So you bought the voucher, they did nothing wrong, you forget to use it and now you want a refund?

Not going to happen, take the credit note and stop causing companies headaches when it doesn't go your way, next time think twice before buying.

Tinkywinks108

Flyboy152 wrote: »

So, they do not have any conditions attached to when the experience is booked and they say that because they can't fit you in the voucher is invalid? That sounds a bit tricky to me.

I couldn't find any conditions regarding this which is why I asked them to point them out to me, but they ignored my request!

I bet you anything, if I was to call the venue pretending to be a normal customer, they would fit me in. In my experience, it's actually always better to book asap as after a while, venues can't be bothered to give away a slot to someone with a voucher which could otherwise be filled by a full paying customer.

Flyboy152

mattyprice4004 wrote: »

So you bought the voucher, they did nothing wrong, you forget to use it and now you want a refund?

Not going to happen, take the credit note and stop causing companies headaches when it doesn't go your way, next time think twice before buying.

Not really the most helpful post.

If they are refusing to honour the voucher, then there is plenty the OP can do.

Flyboy152

Sharada wrote: »

I couldn't find any conditions regarding this which is why I asked them to point them out to me, but they ignored my request!

I bet you anything, if I was to call the venue pretending to be a normal customer, they would fit me in. In my experience, it's actually always better to book asap as after a while, venues can't be bothered to give away a slot to someone with a voucher which could otherwise be filled by a full paying customer.

Give it a go and find out. Book the slot and then call them back and say, "oh, forgot to mention it, but I have this voucher......"

mattyprice4004

Flyboy152 wrote: »

Not really the most helpful post.

If they are refusing to honour the voucher, then there is plenty the OP can do.

They have offered him a credit note, how is that not honouring?

And it was a very valid point - I fail to see how it was unhelpful. If the OP had thought it through, or used the voucher in time, this wouldn't have happened. Useful to remember next time.

Flyboy152

mattyprice4004 wrote: »

They have offered him a credit note, how is that not honouring?

And it was a very valid point - I fail to see how it was unhelpful. If the OP had thought it through, or used the voucher in time, this wouldn't have happened. Useful to remember next time.

I suggest you avail yourself of the forum rules, as well as taking a look at the name of the site. It may also be helpful for you to consider the nature of this forum and ask yourself why it exists.

tomwakefield

Flyboy152 wrote: »

So, they do not have any conditions attached to when the experience is booked and they say that because they can't fit you in the voucher is invalid? That sounds a bit tricky to me.

I don't necessarily agree. If the waiting list is 2 weeks plus, I don't think that having an expiring voucher should prioritise you and force other people with booked appointments to be shifted to fit the OP in. Of course, it's difficult to tell whether they are genuinely unable to fit the OP, so I like your idea of attempting to book then mentioning the voucher.

I think they are being more than fair. By offering a credit they are, in effect, extending the voucher indefinitely (assuming the credit doesn't expire) as the OP can then purchase the same treatment with the credit at any point.

Incidentally, this is why I don't buy vouchers. If I feel inclined to give someone a voucher, I create my own voucher on the computer and say I'll organise and pay for whatever when they want to "redeem" it.