"Complimentary" Vue voucher expired before T&C date

Torry_Quine

I was just away to say the date is in American form. 

ziggycj

That's what I thought but in an email response they said it expired 10th August 2022. So, I don't know if the person on the email just read it wrong, but obviously now the date has actually passed. If it was 8th October, I could have still used it but if I've just been told it expired 2 months ago so there's no point going to the cinema to try to use an expired voucher.

And their response was that the expiry dates vary between 10-12 months so really the T&C mean nothing. I've tried asking where the August date came from but they just said the expiry varies so my ticket expired after 10 months and that's OK from their point of view.

ziggycj

photome said:

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

Would this be something to report to Trading Standards? Or is there a more suitable option? It might only be £10 but their T&C is wrong and customer service is terrible. Is there anything to hold companies to their T&C?

Fosterdog

What was the expiration date of your original voucher? Is it possible that the expiration of the reissued voucher is the same as the original?

Manxman_in_exile

Fosterdog said:

What was the expiration date of your original voucher? Is it possible that the expiration of the reissued voucher is the same as the original?

That might well be possible

ziggycj

Fosterdog said:

What was the expiration date of your original voucher? Is it possible that the expiration of the reissued voucher is the same as the original?

The original I believe was the 12th August. But this voucher was issued a couple of months after it would have already expired anyway, and the T&C and email didn't state it was replacing the original voucher, just that this is valid 12 months from issue.

Would Trading Standards be relevant to this or do they not cover this area? Regardless of the value, I feel it's worth reporting a company breaking their T&C.

Ditzy_Mitzy

ziggycj said:

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?

What are you trying to get from Vue?  You have mentioned re-issuing the voucher; are you looking for another year's extension on the one which has expired?  And why didn't you use the thing when you first got it?  

ziggycj

Ditzy_Mitzy said:

ziggycj said:

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?

What are you trying to get from Vue?  You have mentioned re-issuing the voucher; are you looking for another year's extension on the one which has expired?  And why didn't you use the thing when you first got it?  

I want them to reissue the now expired voucher. I was going to use it last week before it expired but when I asked a question, they said it was already expired. I didn't use it when I first got it as there was nothing I wanted to watch. It said I had 12 months so there was no rush. It's just now they are saying it wasn't actually 12 months it was 10 months but don't see any issue with their T&C being incorrect.

screech_78

If you believe they’ve breached their terms & conditions, you can report them to Trading Standards if you wish. However, this won’t get you a refund or an extension to the voucher even if trading standards investigated (they won’t as they would need to receive a very large number of complaints to do so). 

If VUE won’t honour the discount, unfortunately there isn’t much you can do as the value is so low. 

ziggycj

screech_78 said:

If you believe they’ve breached their terms & conditions, you can report them to Trading Standards if you wish. However, this won’t get you a refund or an extension to the voucher even if trading standards investigated (they won’t as they would need to receive a very large number of complaints to do so). 

If VUE won’t honour the discount, unfortunately there isn’t much you can do as the value is so low. 

Thanks. I know it's unlikely to lead to anything, but would just like to report/escalate if possible based on principle.

It just seems like a weird thing to lose a customer over £10. All they needed to do was send a new voucher, they don't actually lose out. Luckily, I'm in London so have plenty of other cinemas to go to in future.