Deposit withheld

BananaBean156

Hi
Looking for advice please.  In October I accepted a date with a hairdresser for 17 December. I had been on a waiting list up until then.  On accepting the appointment I had to pay a 50% deposit, which I did. £60
Due to other commitments I rescheduled the December appointment through their online booking system at the beginning of November. I had to select a handful of preferred dates in April, and received confirmation that I was on the waitlist for these new dates.  All new customers have to make appointments in this way. They release dates 3 months in advance.
On the evening of 17 December, I noticed Id received an email from them on 15 December reminding me of my appointment on 17 Dec.
I contacted them this morning to say I was confused as I had rescheduled and was abruptly told that I had been charged in full (a further £60) as a no show as I had not let them know.
I then forwarded the email I received on 7 Nov showing the reschedule and the date options I had selected.
I was promptly refunded the second £60, but told that they are not notified when people reschedule and I should have phoned/emailed to let them know, and as I ignored (didn't spot) their reminder email, which was my opportunity to contact them, they are keeping the deposit of £60!
Is this legal? Is it my problem they have an obviously flawed booking system in place?
Grateful for advice
Thank you.

Nearlyold

When you go on to the booking system is there a button for amending or cancelling  a booking?   Or did you just make a new booking and assume they would know that you wanted to cancel the booking you had made previously. With such long lead times it wouldn't be unusual for someone to book their next appointment well in advance and do so before their next due appointment

Jumblebumble

BananaBean156 said:

Hi
Looking for advice please.  In October I accepted a date with a hairdresser for 17 December. I had been on a waiting list up until then.  On accepting the appointment I had to pay a 50% deposit, which I did. £60
Due to other commitments I rescheduled the December appointment through their online booking system at the beginning of November. I had to select a handful of preferred dates in April, and received confirmation that I was on the waitlist for these new dates.  All new customers have to make appointments in this way. They release dates 3 months in advance.
On the evening of 17 December, I noticed Id received an email from them on 15 December reminding me of my appointment on 17 Dec.
I contacted them this morning to say I was confused as I had rescheduled and was abruptly told that I had been charged in full (a further £60) as a no show as I had not let them know.
I then forwarded the email I received on 7 Nov showing the reschedule and the date options I had selected.
I was promptly refunded the second £60, but told that they are not notified when people reschedule and I should have phoned/emailed to let them know, and as I ignored (didn't spot) their reminder email, which was my opportunity to contact them, they are keeping the deposit of £60!
Is this legal? Is it my problem they have an obviously flawed booking system in place?
Grateful for advice
Thank you.

Am I understanding these jokers correctly
They allow you to reschedule on the website but then want you to call and tell them
I would dispute the payment with your bank if you can  on the basis that you cancelled the appointment on their website and thus the charge is unauthorised
Of course they are unlikely to want you back as a customer but who needs to deal with such an incompetent business

BananaBean156

I can't see there is, and I can't see Ts & Cs either. There must be an option to reschedule as I received an email confirming the reschedule with my original booking and preferred new dates selected. I think I may see these if I was to rebook, but Im reluctant to proceed with that and don't want to risk losing the evidence I have of rescheduling.

BananaBean156

Just to be clear, I rescheduled as per their booking system, rather than cancelling.

BananaBean156

Also, I paid with my debit card 

born_again

Is it their system, or one of the many run by 3rd party companies?

eskbanker

born_again said:

Is it their system, or one of the many run by 3rd party companies?

That distinction shouldn't matter to the customer, so even if it explained the issue, it wouldn't justify it!

BananaBean156

Looks like 3rd party

Nearlyold

BananaBean156 said:

Just to be clear, I rescheduled as per their booking system, rather than cancelling.

So was there a button /option to reschedule an existing booking ?

LilSmiler

Is the original £60 deposit, now being treated by them as the deposit for the appt in April?