No response from Wowcher refund request

pumpkin17

Hi, suggestions gratefully received :-)  Short break booked, vouchers received & redeemed, next day call received saying flights not available from Bristol, fly from London at extra cost, and hotel will now be non-named.  We had received Bristol flight confirmation in multiple emails but they advised they were never available.  Refund requested on day 2 as London flights and unnamed hotel not suitable.  All contact is documented and evidenced, since the refund request we were referred to another team, and have had no response since.  This was booked in February. Tried wowcher complaint process - no reply, Paypal couldn't help, Resolver; no response and unable to escalate for some reason, no progress at all. Where do we stand in terms of rights? Currently we have no refund and no wowcher credit. What are our options please?

born_again

Has retailer not refunded?

pumpkin17

No.  We have roughly 2 months of evidence of email/chat conversations/requests and then just no response, really don't understand it.  Seems like Wowcher handed it off to another 'party' and despite us chasing they have not responded.  

born_again

You only buy a voucher from Wowcher. Which they have supplied. It should be the retailer who it was redeemed with that refunds.

Which is why PayPal won't do anything. As you paid Wowcher for a voucher & received it.

Resolver are only a 3rd party co who forward on your complaint to the company. They do not chase or anymore. So if they are not responding to you, they won't to them.

sheramber

 What exactly was your voucher for?
Was it for a specific short break  or was it for any short break from a certain company but the one you picked was no longer available?

pumpkin17

It was a specific break at one of 2 named hotels with flights chosen from Bristol.  Voucher received confirming Bristol flights then Wowcher called next day and said Bristol not and never was available, London only, extra cost, in non-named hotel.  We requested immediate refund on day 2.  

km1500

Wowcher should refund you as what you paid them for was not what you got

pumpkin17

I agree, we've done everything by the book, have evidence to support our case, but we can't get any response.  Just wondered if anyone knew where we could take it next?  

RefluentBeans

Have you contacted Wowcher? I know you said it’s been handed to another party - but have you actually told Wowcher about the issue? 

In reality, you’ll likely end up with Wowcher credit. Wowcher seems to insulate themselves as you buy a Wowcher credit which is then exchanged for a voucher and this voucher is redeemed for goods. It means any chargeback can be rejected and S75 would likely fail - as you technically bought credit and that was successful. 

Wowcher, for all their faults, are normally decent at giving credit back but it may be worth checking the terms of the voucher. Unless it was for sure a certain holiday flying from a certain airport with accommodation at a certain hotel, you may find the voucher was for flights to a certain place but from ‘one of the UK airports’ and staying in ‘a partnered hotel’ which means nothing really. Hopefully it’s specific and you’ll be able to get the credit back. 

Be sure to let us know how it goes - and what works for you - can help people who are in similar situations. 

born_again

pumpkin17 said:

It was a specific break at one of 2 named hotels with flights chosen from Bristol.  Voucher received confirming Bristol flights then Wowcher called next day and said Bristol not and never was available, London only, extra cost, in non-named hotel.  We requested immediate refund on day 2.  

Why would wowcher call you & not retailer?
Or is this offer being supplied by wowcher?

Do you have a like to this offer?