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wowocher promised refund then refused

sculpting Forumite Posts: 2 Newbie

I could do with some help please, I bought a holiday on wowcher on 31/5/23, for a holiday on 16/7/23 filled in forms they sent on 1/6/23, email from prime holidays saying 2-3 days will be in touch to book holiday. 7 days later I got a mumbled answerphone message from prime holidays I only know this cos it matches there website. I rang the next day 9/6/23 and got told person I need to speak to wasnt available can they call me back, I explained Im busy with work not sure when i can take a call so could they email me. They said they would this was 9.20am.

12/6/23 10pm no email so I emailed them to ask where my email was no response. 14/6/23 I tried to call 9.20am no one answered, so I emailed them to ask why no one was answering emails. I rang again 12.50pm and go through and again told person I need to speak to wasnt available but I'd get a email within the hour. 10pm 14/6/23, no email I emailed them back and went on trust pilot to see that the company doesnt treat wowcher customers well and they dont responsed to messages or calls. So I contacted wowcher and sent them the links and whats happened. 15/6/23 I was asked if I wanted a refund and I said yes and was told it would take 3 days. 17/6/23 I got a email saying prime holidays had tried to call me, that was the 8/6/23 and failed to respond to emails and answer when I called them and told them wowcher were cancelling the holiday.

25/6/23 I hadnt received my refund to contacted wowcher to tell me I am not getting one as holiday been booked, and I should contact prime holidays about the trip. yet no one had booked anything because there staff dont deal with customers. 26/6/23 I got a call to book my holiday said there isnt one because wowcher had cancelled it on 15/6/23. I got a email from prime holidays today with options to book a holiday and reminded them wowcher were cancelling it on 15/6/23. I have all emails to back all this up and need help on my rights and where to go with this, I am waiting to hear back from the CAB over the issue. 

When wowcher told me on 15/6/23 they were cancelling it i said id book with somone else to go the same time which I have so want my money back to pay for real trip.


  • Alan_Bowen
    Alan_Bowen Forumite Posts: 4,794
    Part of the Furniture 1,000 Posts Name Dropper
    You have posted in the wrong section of the forum, very few look here as this is for bargains of which there are few, as you have discovered. I have yet to find anyone happy with a holiday booked with a Wowcher but I assume you bought it with a credit or debit card, in which case contact the bank and ask for a chargeback on the basis you have received no service at all and were promised a refund. Prime appear to be anything but, they claim ABTA membership at the bottom of their website but they are not members and most of the text on their destination pages appears to be copied from other people's websites!

    The reviews are interesting, they are all either 1 star, do not touch them at all or 5 star. This suggests every time a bad review is posted by a genuine customer, they get their friends to write ridiculous reviews to try and cover up the truth!
  • heatherw_01
    heatherw_01 Forumite, Ambassador Posts: 6,486
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Requested this be moved to the main forum so others will see it.
    I’m a Forum Ambassador and I support the Forum Team on the Quick Grabbit, Freebies, Overseas Holidays & Travel Planning and the UK Holidays, Days Out & Entertainments boards.
    If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing [email protected].
    All views are my own and not the official line of MoneySavingExpert.
  • Westin
    Westin Forumite Posts: 5,765
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Prime Holidays is a trading name of PTC Travel / Valambia P, Valambia R. They do hold a small ATOL.

    Here is their office -

    I really can not see the appeal of these wowcher type prepayment vouchers or why people feel they want to buy them. 

    That 'cheap' voucher for £99 won't buy you a holiday but will just lead to an upsell of the holiday costs by a pushy sales person (if you can get hold of anyone in the first place).

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