"Complimentary" Vue voucher expired before T&C date

ziggycj

I booked a Vue cinema ticket last year but the screening was cancelled by Vue. They issued a Complimentary voucher which covers the cost of a new ticket. The T&C state the voucher expires 12 months from date of issue. However, it turns out "This is not explicitly to the dot 12 months. There are occasions whereby these codes will expire within 10 to 11 months from date generated." 

They are refusing to reissue the voucher that actually expired after 10 month, but have "passed on my feedback" to the team that wrote the communications.

I read somewhere a while back that companies are held to T&C but can't find this info. What are my rights on this? They have basically said their own T&C are wrong but still won't replace it.

Aylesbury_Duck

Seems quite straightforward to me, they are wrong.  Expiry after 12 months is very different to "expire within 10 to 11 months".  I suspect the value makes this one matter not worth spending lots of time pursuing, but I'd look to make some (constructive) fuss on their social media pages and see if it generates a reaction.

ziggycj

Aylesbury_Duck said:

Seems quite straightforward to me, they are wrong.  Expiry after 12 months is very different to "expire within 10 to 11 months".  I suspect the value makes this one matter not worth spending lots of time pursuing, but I'd look to make some (constructive) fuss on their social media pages and see if it generates a reaction.

Thanks. I've tried complaining by email and they've just refused to reissue it. Their Resolver score in 1.5 so can clearly tell they just don't care about customer service. You're right re the value of it not really being worth the effort, so not sure how much I'll push but it's just wrong. And especially given the value (up to £10) it seems weird they won't just reissue it anyway. Why lose a customer over £10?

sheramber

How do yiu know when it expires?  Is there a date on the voucher?

ziggycj

sheramber said:

How do yiu know when it expires?  Is there a date on the voucher?

I was emailed it so that was the date it was issued.

The T&C says "This ticket will expire 12 months after issue."

However, there is a date on the ticket (which it turns out is the expiry date). It has a date but it doesn't say what the date is. It doesn't say that is the expiry, it's just a random date on the ticket. It doesn't have an issue date either. It's just a date which has no context.

born_again

ziggycj said:

sheramber said:

How do yiu know when it expires?  Is there a date on the voucher?

I was emailed it so that was the date it was issued.

The T&C says "This ticket will expire 12 months after issue."

However, there is a date on the ticket (which it turns out is the expiry date). It has a date but it doesn't say what the date is. It doesn't say that is the expiry, it's just a random date on the ticket. It doesn't have an issue date either. It's just a date which has no context.

So what is the date on the ticket?

ziggycj

born_again said:

ziggycj said:

sheramber said:

How do yiu know when it expires?  Is there a date on the voucher?

I was emailed it so that was the date it was issued.

The T&C says "This ticket will expire 12 months after issue."

However, there is a date on the ticket (which it turns out is the expiry date). It has a date but it doesn't say what the date is. It doesn't say that is the expiry, it's just a random date on the ticket. It doesn't have an issue date either. It's just a date which has no context.

So what is the date on the ticket?

10/08/2022

The email was sent 08/10/2021. It doesn't say anything about that the date on the ticket is the expiry date. And August doesn't link to anything so it just looks like a code. It was only when the said the date that I linked that this random is IS the expiry. It contradicts the T&C.

user1977

Weren't you entitled to a cash refund in the first place, if the original screening was cancelled? I would be pushing for that.

ziggycj

user1977 said:

Weren't you entitled to a cash refund in the first place, if the original screening was cancelled? I would be pushing for that.

I paid with a voucher.

eskbanker

ziggycj said:

born_again said:

So what is the date on the ticket?

10/08/2022

The email was sent 08/10/2021. It doesn't say anything about that the date on the ticket is the expiry date. And August doesn't link to anything so it just looks like a code. It was only when the said the date that I linked that this random is IS the expiry. It contradicts the T&C.

Perhaps the date on the ticket is in American mm/dd/yyyy format and was intended to signify expiry on 8 October 2022 rather than 10 August?

photome

eskbanker said:

ziggycj said:

born_again said:

So what is the date on the ticket?

10/08/2022

The email was sent 08/10/2021. It doesn't say anything about that the date on the ticket is the expiry date. And August doesn't link to anything so it just looks like a code. It was only when the said the date that I linked that this random is IS the expiry. It contradicts the T&C.

Perhaps the date on the ticket is in American mm/dd/yyyy format and was intended to signify expiry on 8 October 2022 rather than 10 August?

given that the email was sent on the 8/10 I would say thats exactly whats happened, getting them to acknowledge that tho is the problem