Living Social - Never Again!

rhidassa

I'm somewhat fuming at the moment, so why not have a rant here?

I've used many of these 'buy a discounted voucher' sites, I'm a regular of Groupon, used several Tickles before (a local deal in Norfolk) and I think the odd one or two other. This was my first experience using Living Social.

I bought a voucher for a massage on 11 April 2013 as a gift for my partner. It states on the voucher book by 17 July 2013, and despite my nagging, my partner didn't ring to book until 16 July 2013 - however, as it stated this deadline, we didn't foresee an issue. After all, if availability was that limited, it would be book by an earlier date, or within 14 days, etc etc.

To cut to the chase, the vendor had no availability, and could do nothing. They indicated they'd had a lot of people phoning for appointments that they couldn't satisfy, as most people had rung towards the 'book by' date on the voucher (unsurprisingly, really, as they put that date on there) and they didn't have enough appointments left until the voucher expiry date. We were told to ring Living Social for a refund. I emailed them on 16 July, but having not heard, I rang them this morning, speaking to someone called Marlon.

I explained the situation, and his first comment, which I don't think is great customer service, was 'you left it a bit late to book!' Long and short is he said we left it too late to book, it was subject to availability and we would not be getting a refund.

I've had problems not being able to get a suitable appointment with Groupons before, even that I had an ear infection so couldn't use a hair dye voucher, and they've always refunded them to my account without issue, so I honestly did not see this coming with Living Social.

Is there anything I can do, or am I effectively stuffed by their terms and conditions? Their cancellation and refund policy is:
Cancellation and Refund Policy
You may cancel your purchase of any Deal within
seven working days following the date on which we
have issued the corresponding Voucher to you,
provided always that delivery of the relevant
services under the Deal has not yet begun (i.e. the
Voucher has not been redeemed). To exercise your
right of cancellation, please call us on 020 3356
0899 or email us at uk.help@livingsocial.co.uk.
Provided your call is taken and/or email is received
within the seven working days period, and the
Voucher has not been redeemed, we will be happy
to issue a refund for the price you had paid for the
Voucher. After seven working days, or after
redemption (if sooner), we do not provide refunds
except in accordance with your statutory rights.

It does say 'appointments required and subject to availability' but as all vouchers from other suppliers previously have said this, I just didn't see this being a problem!

Georgiegirl256

Is that a serious post? If the salon was full, then they were full, they didn't have any free appointments.

IMO the guy at living social was right, you did leave it a bit late....you've had the voucher since April, salons just can't make an appointment appear.

jacques_chirac

If I want a massage at a popular salon, I would not leave it until the day before. Is this not common sense?

John_Jizzle

groupon would refund straight away.

You stuck to the rules - booking within the time so I would expect a full refund

ThumbRemote

Georgiegirl256 wrote: »

Is that a serious post? If the salon was full, then they were full, they didn't have any free appointments.

IMO the guy at living social was right, you did leave it a bit late....you've had the voucher since April, salons just can't make an appointment appear.

jacques_chirac wrote: »

If I want a massage at a popular salon, I would not leave it until the day before. Is this not common sense?

What ridiculous responses.

The voucher clearly included a "book by" date, which the OP attempted to do. They were prevented from making a booking by the salon itself. There was nothing to prevent the salon taking the booking on 16th July for an appointment some time afterwards. It seems the salon are trying to change the voucher to make it a "redeem by" date, which isn't what was agreed.

The salon have broken the contract and the OP is entitled to a full refund.

jacques_chirac

ThumbRemote wrote: »

What ridiculous responses.

The voucher clearly included a "book by" date, which the OP attempted to do. They were prevented from making a booking by the salon itself. There was nothing to prevent the salon taking the booking on 16th July for an appointment some time afterwards. It seems the salon are trying to change the voucher to make it a "redeem by" date, which isn't what was agreed.

The salon have broken the contract and the OP is entitled to a full refund.

Oh ThumbRemote, you are so predictable! :rotfl:

bargainbetty

Living Social are pretty terrible at this - I had a wrap treatment booked which the vendor refused to honour, or trade for an alternative treatment. Living Social said it was my problem, and since it was booked as 'used' they wouldn't do anything. I put scathing reviews up about the salon (none of which were challenged) and have refused to use LS again.

KGB gave me a refund within a day when a similar problem with over-booking occurred, not that it's any help.

I'd try the salon again, and explain that since you called to book, and they had obviously sold more vouchers than they could reasonably accommodate, it is up to them to provide the service purchased, not Living Social to refund you.

jennikitten

bargainbetty wrote: »

I'd try the salon again, and explain that since you called to book, and they had obviously sold more vouchers than they could reasonably accommodate, it is up to them to provide the service purchased, not Living Social to refund you.

There are so many small businesses that are basically pushed into making agreements with sites like Groupon and Living Social that they can't fulfil - there are endless posts and articles about it online from small business owners that have suffered because they've got involved. There are so many problems with the system.

Georgiegirl256

ThumbRemote wrote: »

What ridiculous responses.

The voucher clearly included a "book by" date, which the OP attempted to do. They were prevented from making a booking by the salon itself. There was nothing to prevent the salon taking the booking on 16th July for an appointment some time afterwards. It seems the salon are trying to change the voucher to make it a "redeem by" date, which isn't what was agreed.

The salon have broken the contract and the OP is entitled to a full refund.

Did you not read the bit about 'subject to availability'? A book by date is one thing, so you could book the appointment by that date, but the voucher isn't actually been redeemed until its given in at the salon....which has no appointments....what do you want them to do? Magic one up out of thin air?

Anyhow, that's by the by, the T&C's clearly state, 'Subject to Availability.

bebewoo

Yes but he has paid money, played by their rules and not got what was promised.
According to some of you guys they could sell a million of these vouchers and then hide behind the "subject to availability" clause - or they could sell vouchers for something that did not even exist and hide behind that clause. Thats very scam-like.

Georgiegirl256

bebewoo wrote: »

Yes but he has paid money, played by their rules and not got what was promised.
According to some of you guys they could sell a million of these vouchers and then hide behind the "subject to availability" clause - or they could sell vouchers for something that did not even exist and hide behind that clause. Thats very scam-like.

Well no, not really. It obviously is down to availability, and if there is no appointments for the next day (which there wasn't , and is quite usually the case at beauty salons), then there really isn't anything the salon can do. If it had have been booked earlier, then there would have been appointments. There is no hiding behind anything.