Help please! Competition prize no show and 7 months of complaints gets me nowhere

monsieur_epargnant

Hey folks!

I won teeth whitening to the value £250 from PickMeUp magazine in March. The 'advertiser' (SmileSpa) provided me with a contact to arrange an appointment. Unfortunately this was just before I went to Australia for a month for my brothers wedding so there was a delay in chasing it.

On my return I contacted the salon. Well I tried to. I phoned them most days for a couple of weeks and not once did they pick up. I tried mornings, lunchtimes, and afternoons to no avail.

I then used the mobile number also provided tome as a last resort. The owner of the salon in Charing Cross was quite surprised I had called her on her PRIVATE mobile number (her emphasis not mine). She promised to give me a call from the salon when she was next in, noting my telephone number. I never heard back. Yes I allowed them weeks to do so.

I contacted via email SmileSpa's head office but they never got back to me. Again I allowed weeks.

After a further month of no contact I notified IPC Media who promised to chase it up and contact me further. They never did so a month later escalated a complaint to 3 newspapers and the ASA (advertising standards authority) and notified all parties involved of my action.

The next business day I had received contact from IPC Media AND SmileSpa. IPC had contacted their legal team and SmileSpa claimed to have had no information about my complaint.

Thankfully I had emailed all of this so provided them with all my correspondence.

Supposedly after a lengthy meeting SmileSpa offered an alternative salon (Mayfair) due to my dissatisfaction with the handling of my attempt to arrange an appointment that resulted in an escalation to a complaint and lack of follow-up. The ASA upon hearing this information closed my complaint!

That was 6 weeks ago and on the 8th October I notified the ASA that there was still no contact. They promised to chase it by writing to SmileSpa and responded by email this morning.

Apparently SmileSpa contacted me and I didn't wish to take up the offer!!

I'm furious that they said this and the ASA stated that 'every attempt had been made' to contact me so they have not broken any Code. I have asked for proof of this in writing as at this stage it is their word against mine. I have also asked that the complaint be kept open until I notify them that I am satisfied.


I'm wondering what to do now? I have completely lost any trust I had with SmileSpa and with the level that my complaint has taken I am concerned over further shoddy handling. Would any of you be willing to let them loose on your teeth? I have flatly been refused any kind of monetary compensation despite the broken promises from so many organisations.

I hope someone would be kind enough to comment and offer advice?

NOSONDDU

pity you don't live in Wales as I'd suggest The Ferret but what about an email to Watchdog on the TV?

KittyPryde

This is terrible when people have hassle receiving their 'prizes'
Can't really offer any good help other than keep a record of all correspondance, perhaps create a little timeline of what dates and what happened if you have a good memory so that your prepared to provide evidence if requested. Good luck. xx

mpython

What about threatening to sue through the smalls claims court? Costs about £30 for a claim up to £300.

I wouldn't give up on the ASA yet, tell them the company is mistaken as no one has called you - ask them for details of when they spoke to you backed up by phone records (bit extreme but they're not going to be able to produce them if they didn't call you).

black-saturn

You could try the Office of Fair Trading. They sorted out my problem with the weekend I won from TNT Magazine.

jacquie3167

Sorry I can't offer any advice, but I hope it gets sorted out real soon!

Moocow5

I have had similar problems with companies claiming they had neither received any phone calls from me nor any emails. I know we all use emails for ease and convenience, but I would strongly suggest that correspondance be made via the good old fashioned snail mail. Send it recorded delivery so that it has to be signed for. It's much harder for someone to ignore an A4 letter on their desk than an email.
The last time I had hassle with a company I resorted to a written letter and I received compensation within a week. Certainly worth a try.

Good luck!