Refund Rights for beauty treatments - Champneys

richardingram

I purchased a massage for my wife at the beginning of March for mother’s day.  I was contacted by Champneys who quite rightly told me that all bookings had been cancelled and I would receive an automatic refund in the next couple of days.   For the next few weeks there was nothing....after 2 emails I am informed this is not the case and the policy is to re-book or get a gift card.  

As you can imagine my wife will not want a massage any time soon and after asking twice for a refund I am told this is not the case and I cannot have a refund.  Whilst I understand the position of the company I am now left out of pocket with no way of getting my money back, can someone please help me understand my rights and how to overcome this issue.

As ever, how companies treat their customers during this period will impact them in the future...help and advice please !

LilElvis

Did you book directly with Champneys or via a coupon or "experience" company?

lincroft1710

Virtually every company in the leisure industry is doing exactly the same. There is practically nothing you can do at the moment

richardingram

Hi,  I booked online via their website.

richardingram

LilElvis said:

Did you book directly with Champneys or via a coupon or "experience" company?

I booked via their website and paid on a credit card.

richardingram

lincroft1710 said:

Virtually every company in the leisure industry is doing exactly the same. There is practically nothing you can do at the moment

I was sure there would be some consumer rights for services not delivered.  The reality is that they’ve had my money for 5 weeks and I’ve not received any services and they cannot tell me when I will...it’s very frustrating...

bradders1983

"As you can imagine my wife will not want a massage any time soon"

Why not? Is she not a fan of them now? Could rebook for towards the end of the year and make it something to look forward to, no?

LilElvis

Yes, you are entitled to a refund. I would email them one more time pointing this out and that if they fail to comply you will be forced to go through your card provider. Your card provider will expect that you have tried to deal with the company in the first instance.

I feel your pain as I've been given the same options by MacDonald Resorts and they have been ignoring me for two weeks. I should be sat next to a swimming pool in Spain right now but the resort is closed and MacDonald still have £953 of my money! The CEO is getting an email this week and if I'm still ignored then I will have to go through the palaver of claiming via my credit card. Good luck to both of us!