Q Hotels advent

ANGELWINGS

Just sharing an experience.

I won a prize in the Q Hotels advent in December 2017.
I got notified that it was a case of wine, then straight away after that they had made an error, it was a Fitbit.

At the end of February I let them know that it had not yet arrived so that they could look into it.

Since then all they will say is that there has been an issue with the courier.
They do not communicate regularly or with any sincerity, and have told me to keep the issue private ie do not splash it about on social media.

I have of course opened a case with the ASA and what will be will be.

However, for a large company I feel that their customer relations are extremely poor and I’m just sharing this tale because of that.

I will update when ASA has finished case.

ANGELWINGS

Update - Today I received my Fitbit Alta HR ! Just 5 months after I won it !

The ASA have been outstanding, very helpful, very tenacious and a great source of support and advice.

A month ago QHotels tried to offer me a meal at a specific hotel in Manchester instead of the Fitbit.
When I reminded them that I live just about as far away from Manchester as a person could get, their response was to tell me that they could send the gift voucher to me immediately and keep the date open until December.

I respectfully declined, especially as they had tried to trick me into accepting it by first asking me if I might accept an alternative prize but without telling me what they were cooking up.

There was no need in my opinion for this to have dragged on so long and to add insult to injury two weeks ago I was told the Fitbit was arriving and what QHotels actually sent me was just a replacement wristband without any Fitbit.

Anyway, today the whole thing finally arrived.

I would say to anyone who finds themselves in a similar position to go ahead and contact the ASA.

I have used them twice now and both times the service they have provided has been outstanding and I have eventually received the prize.

Blueyez

ANGELWINGS wrote: »

Update - Today I received my Fitbit Alta HR ! Just 5 months after I won it !

The ASA have been outstanding, very helpful, very tenacious and a great source of support and advice.

A month ago QHotels tried to offer me a meal at a specific hotel in Manchester instead of the Fitbit.
When I reminded them that I live just about as far away from Manchester as a person could get, their response was to tell me that they could send the gift voucher to me immediately and keep the date open until December.

I respectfully declined, especially as they had tried to trick me into accepting it by first asking me if I might accept an alternative prize but without telling me what they were cooking up.

There was no need in my opinion for this to have dragged on so long and to add insult to injury two weeks ago I was told the Fitbit was arriving and what QHotels actually sent me was just a replacement wristband without any Fitbit.

Anyway, today the whole thing finally arrived.

I would say to anyone who finds themselves in a similar position to go ahead and contact the ASA.

I have used them twice now and both times the service they have provided has been outstanding and I have eventually received the prize.

I'm glad you finally got your prize. I think having to chase a prize and put up with poor customer service paints the company In a poor light- I've won the odd prize where they couldn't apologise enough for the delay & I have praised where it's due & even shopped/recommended a few companies because of an my experience of winning a comp with them. I'm still chasing one from October last year, I got back in touch with the company via instagram last week and then they Emailed to say 'apologies, we are still waiting' which is what they say in most of the emails since I won, after they said they would be ready in January. Granted they didn't state which January! :eek: