Wowcher - Wallets, Refunds & Blatant Untruths

franpbutler

Hi, I purchased two Wowchers (January 2020) for a Murder Mystery night (including dinner and overnight), which was due to take place on 24th April 2020.  Obviously, due to Covid, the booking was cancelled and re-booked for 6th November.  Unfortunately, this also had to be cancelled and I decided to ask for a refund.  The merchant was very helpful, no issues but, when I spoke to Wowcher, they told me that, because the purchase had been more than 14 days previously (duhhhhhh!), I could only have a credit.  However, the guy I chatted with offered me an extra £50 credit, as a gesture of goodwill.

 

At this point, I would stress that, as the cancellation was not down to me and, was actually as a direct consequence of the Covid epidemic, Wowcher should have waved all usual policy and refunded my money, but I agreed to accept the additional credit (12-month expiry), by way of compensation.  Later, however, when I checked again, the extra £50 had not been added to my 'wallet'.  I contacted Wowcher immediately, 'spoke' to the same guy and he confirmed that someone would be in touch that day.  I didn't hear anything so went back to them again.

 

This time I had to contact a Travel Customer Service Advisor, because of the overnight aspect of the Wowchers.  I had an email conversation with this guy and he told me that Wowcher do not offer goodwill payments and, that their policy was only to make credit available for 6 months so, the fact that I had a 12-month reprieve, was a goodwill gesture in itself.  I was obviously not happy about this, particularly since it was blatantly untrue, I had been offered the money and had evidence.

 

Consequently, I sent an email with the full transcript of the chat that I had with the original assistant.  I usually keep screenshots but didn't in this case and, of course a second Travel Customer Service Advisor guy asked for screenshots, saying that they could find no record of the offer, even though I had given the detailed transcript with times.  I have been arguing with them about this ever since.

 

What's more, when I tried to use my credit to purchase an item, basically to start the process of distancing myself from Wowcher, as soon as possible, the wallet credit would not work.  I purchased the item with a card, why I ask myself?  Well, I certainly wish I hadn't as when it arrived, it was faulty.  I went through Wowcher to return it (13/12/2020) but the merchant still hasn't provided a refund.  Wowcher are dragging their feet on that one too!

 

I am still waiting for them to address my issues and the credit expires next month so the clock is ticking.  Don’t use this company, they are deplorable!

JJ_Egan

Multiple posts on here in Praise Vent and Warnings as well . essence is you buy vouchers not an actual product .

franpbutler

Hi, yes you're right.  My problem has really been down to the fact that I had to cancel due to covid, but this was compounded by them refusing to honour their offer of 'compensation'.