Activity Superstore

My wife bought me a voucher for a Historic Photography Tour of London for a Christmas present but due to the Covid pandemic I have not been able to use this until now. I have tried to book a tour for the afternoon of 21 May 22 as initially I was informed that this was the only date available in May 2022. I have had no confirmation that the tour is taking place and indeed have had no response from the Activity Superstore despite sending 5 emails - there does not appear to be any other way of contacting them. I would simply like to have the tour confirmed with all the relevant details. The current voucher runs out on 1 June 2022 so I only have this opportunity to use it. It would be acceptable if the voucher was extended but as Activity Superstore have failed to respond I don't know if this is possible. So far it has been a very disappointing experience.

My daughter bought us an afternoon tea experience on a steam train. it was in the midst of the pandemic. Last year I had a little look to see if I could book when things were easing off and there was nothing available. So I looked again earlier this year and it looked like it didn't start until May. Well by then my voucher was out of date. I was in touch with customer services to see if icould extend and I was told they would have expected me to be in touch sooner and I hadn't registered my voucher. I explained that I thought this had to be done when booking . Still no joy and basically was told that there is nothing more they can do.

I booked this experience for back in December, due to Storm Arwen I was unable to attend as my transport had been cancelled and I did try other ways. But seeing how it is nearly 7 hours away from where I live made it impossible with such short notice. I got intouch with the provider to say I was unable to attend, and also Activity Superstore. I was told on the phone everything would be resolved and would be able to rebook this. But over email was told otherwise. I rang a few times to try and get better advice and was told time and time again it could be resolved. I was then told I could only use the view from the shard and not my afternoon tea (the most expensive part) which was a present to me when covid happened. I then wrote to the complaint board back in January and was told to get back intouch so they could look into the matter for me. I emailed the complaints department twice with no response back!

Appalling customer service.

To cut a long story short we were given a voucher worth £99 as a gift for a” 2 night get away”. We exchanged it for an “Indulgent Spa Day” (as the break was Tuesday-Friday and I work).

I paid £50 extra to upgrade it so a total of £149. The voucher was for an Indulgent Spa Day and so I thought that was what we were getting. Nowhere on the description did I read that it was for a massage only.

After I made the booking I contacted the Indulgent Spa Day experience people to find out it is just a Beauty Salon and the luxury Spa Day was just a massage for which they do for £50 each anyway.

Activity Superstore not only are selling falsely described experiences but they have refused to refund my £50 as they say the experience was offered. The salon cancelled the appointment with no problem and said it had happened to them before (with others complaining of the same problem.)

To add insult to injury [censored] reduced the “Indulgent Spa Day experience” the day after I complained to £99 on the website.

I have read numerous website reviews and I have to say there are some serious flaws to be addressed here. I will complain to everyone I can to stop people getting there money taken from them fraudulently.

My husband bought me this experience during Covid and you very kindly extended it due to him being vulnerable (he is 77).

Last year he had a stroke and it devastated us.

I tried to book this for April this year however did not receive a confirmation email saying it was booked. On emailing one your team they advised that an email had been sent to my husband’s email, however we fo not have any details. I have now tried to book it for next month and have been advised that it was booked. Subsequent emails have not been answered and at a time when we’re now trying to start getting our lives back on track it looks like we are going to lose this experience. Please respond to this. Proof of his stroke can be provided to you.

Kind regards

Geraldine

The hotel we are only allowed to stay in is in greenwich. This will entail extra expense of taxis in and out of london.

The delux theatre tickets are in the upper tier of the theatre.

This is not a true representation of this experience.

Ref 1466176

I contacted the company malmasion who never got back to me, also I contacted Activity Superstore in relation to Steam train locations, and they never got back to me.

My experience of both the company and the gift suppliers is disgraceful, and once these experiences are complete I shall ask my family never to use them again.

I bought this voucher for my friend. She has been trying to get it booked since 12th March. Every time she sends an email trying to book dates it take them 2-3 days to reply. They have repeatedly told us to extend the voucher which would cost £20. We have explained that most of the vchr validity was during lockdown and as we both work for the NHS have not been in a position to book until now.

We requested dates in May to be told they are full & they gave us 3 dates in Apr or told to extend.

We’ve asked for a contact number to try and resolve this quickly but that was last week & they haven’t replied. It feels like they are dragging their feet in order to force us to extend.

I’d rather have my money back than pay them more money but I bet they won’t allow that either.

I purchased a voucher for my grandson for christmas (junior supercar taster.)

This was registered on sunday 13.03.22.

I was given a voucher number.

Only to find that most of the venues , in our area have closed down (Hertfordshire)

However, I tried to return my voucher to Argos today, only to be told...

They can't refund, because they can't re-sell my voucher.

Their telephone number is of no use, as no one answers, but only leaves an e-mail address.

I've sent e-mails, but as yet no replies

I've just looked into Trust pilot, and 93% are saying... Not to use this Company.

I will be writing to Trading standards...

Jan Lawrence

We received voucher as Christmas present just before Covid and expire date was 31.12.20... As soon as all restrictions were lifted we contacted them but they refused to extend our voucher saying "sorry but it is expired". Clever is not it? Rip off. Avoid.

Email 26th February.

I am emailing you both now to sort out amongst yourselves.

I am sick of emailing you both and would like my money back.

Hide quoted text

On Tue, 22 Feb 2022, 17:04 karen anderson, wrote:

Hi please see email below! This has been going on since 9th November 2021. I'd like something sorted about this now please or Id like my money back!

Good afternoon Karen,



Thank you for your email and I hope you are well.



To make a booking for this experience as my Colleague advised, you will need to contact the Supplier on the following:



[protected] / [protected]@encoretickets.co.uk

[protected]@encoretickets.co.uk



I hope this helps Karen, have a lovely day.



Kind regards,



Abbie

Customer Support Advisor





From: karen anderson

Date: Thursday, 10 February 2022, 09:13:27

To:

Subject: Re: Theatre voucher [CSE: PhVALB, TKT: dKo58X]

It's not attached, it's below on the same email... starts with... good afternoon Karen and it's from Tilly

Thanks

On Thu, 10 Feb 2022, 08:44, wrote:

Dear Karen,

Thank you for your email.



Sadly I can not see anything attached? Please could you forward this again.



Best wishes,



Tilly

Customer Support Advisor





From: karen anderson

Date: Thursday, 3 February 2022, 17:35:27

To:

Subject: Re: Theatre voucher [CSE: PhVALB, TKT: zxNanc]

Hi Perry

Please see attached email below

Thanks

Karen

Good morning Karen,



Thank you for your email and I hope you are well.



To arrange your booking please contact the supplier directly, [protected]@encoretickets.co.uk



Any issues please let us know.



Kind regards,



Tilly 

Customer Support Advisor





From: karen anderson

Date: Tuesday, 25 January 2022, 09:48:23

To:

Subject: Re: Extend my voucher [CSE: 3WFwNC, TKT: aafQSe]

Hi

As you can see from the previous email, I was asked to contact you regarding the situation on the booking for my voucher.

Thanks

Karen

On Fri, 12 Nov 2021, 16:55, wrote:

Good afternoon Karen,

Thank you for your email and I hope you are well.

I do apologise but the provider of this experience (encore) are unable to take new bookings until next yea.



I have looked into this for you and I can see that this voucher is valid until 01/07/2022

Please get in contact next year and hopefully we will have an update on this for you.

I look forward to hearing from you and hope you have a lovely weekend.

Kind regards,



Jessica

Customer Support Advisor





From: karen anderson

Date: Friday, 12 November 2021, 12:04:10

To:

Subject: Re: Extend my voucher [CSE: 3WFwNC, TKT: BJlCmy]

I've emailed previously but thought I'd better put the voucher numbers. It's saying my voucher is invalid.

Activation number:

Voucher number:

I've had my voucher extended due to Covid so I'm completely confused as to when this is for. I've tried to find a confirmation email but can't find one. Looking forward to hearing from you and your help.

Thank you

Karen

On Tue, 9 Nov 2021, 13:10 karen anderson, wrote:

Hi my voucher was extended for Covid. Can I extend it please.

Thanks

Karen

On Thu, 3 Feb 2022, 17:00, wrote:

Good afternoon Karen.



Thanks for the email, hope you're well.



That is not the case Karen, I can see your experience West End Theatre Break for two has not been discontinued.



You have contacted Activity Superstore Karen?



Can you kindly confirm where you received this information from?



Kind regards, 



Perry

Customer Support Advisor





From: karen anderson

Date: Monday, January 31, 2022, 8:27:37 AM

To:

Subject: Theatre voucher [CSE: PhVALB, TKT: Df89UL]

Hi I have a theatre voucher and I have been told by Activity Superstore that you no longer do the original experience and to contact yourselves directly.

Thanks

Karen

Activation number [protected]

Voucher expiry 01/03/2021

Activation number [protected]

Voucher expiry 01/03/2021

I bought my husband (aged 86years) 2 x race day tickets for his birthday in February 2020. As he was not able to use these vouchers due to covid restrictions we were unable to book any of the race meetings as they were cancelled. As you say in your information "we will be delighted to help." As we are pensioners I can ill afford to loose this sort of money and I am upset about the disappointment for my elderly husband. I look forward to your early reply.

Yours sincerely

Elizabeth Duddles

our son brought us a two night away for a christmas present on 15 september 2020 due to covid we couldnt go so it was extended till june 2021we have to book things around our disabled daughter so we had to pay £20 pound to extend it for 12 months we have been trying to book it up since september but it kept sayining invalid code so we emailed a numerous amount of times explaining this we was then sent a list of places to go so we picked one as they said they would help us an then we got email back saying our gift was void when it didnt run out till 2 2 22 we are gutted that this as happened an was so looking forward to our break plz can you help sort this out thank you

Bought as a christmas present. When you validate voucher (which is sent entitled "2 night stay WITH afternoon tea") it gives you a list of hotels and advises you to email to arrange the afternoon tea at your chosen hotel. I chose the Angus Hotel, who booked me in but had no idea how to book the afternoon tea ( they do serve afternoon tea) so I emailed activity superstore as states on their website to do. Activity superstore said Angus Hotel doesnt do afternoon tea, I pointed out that they do. They said they dont do afternoon tea with them and to choose afternoon tea somewhere else! I asked what is the point of a 2 night stay with afternoon tea if my afternoon tea is at another location. Told to choose "a few hotels and they will "try" to get afternoon tea at same location but couldnt guarantee it! I have been misled and missold this voucher! I purchased a 2 night stay WITH afternoon tea. I booked one of THEIR listed hotels. I simply want either A. they arrange afternoon tea as per voucher purchased or B refund me that part of voucher and I will book and pay for afternoon tea myself! They refuse using the old more than 28 days since purchased lame duck! Nowhere on this voucher does it state that there are very limited hotels that they will arrange your afternoon tea and indeed on website when picking hotel it simply states to email activity superstore to advise of chosen hotel to book the afternoon tea!

Due to covid restrictions and working on a covid ward myself I was unable to use my gift experience until the end of last year trying to book it before it ran out. I booked for the 11th December to use my experience. But due to the North East where I live having red warning alerts due to storm Arwen I was unable to attend as my transport had been cancelled. There was no way to get to London in time for my experience. I have been told that I can still do the view from the shard but not the afternoon tea (which will be the most expensive part). I have asked even to change my experience to get the full value of money and have been told I can't do that. Even though this is down to no fault of my own.

This was bought for my birthday 2 years ago, before the pandemic, and was extended.. ending 1st December (it's 29th November today!) - tried to contact them and they are closed until 2nd December! The extension button online does not work! - it just takes you to the activation page... am furious that my granddaughter will lose almost £70!

Have just tried to book our Spa Day now Things have opened up, but advised by agent that it's now too late. Due to past Covid restrictions we were not comfortable booking, but the company will not allow us any leeway, so they have gained £149 for nothing. Under the circumstances Activity should allow these bookings to take place and get some credibility.

2nd November 2021.
Firstly we were never informed of a cut off date for vouchers purchase. Secondly and most importantly we have been in the middle of a worldwide pandemic where my partner due to health complications has had to shield and it is only now and proceeding with caution that we can start to enjoy the gifts that have been given to him. I lost a brother last October and only this week have lost another so you can understand we have not had time to even consider using the vouchers and we're just hoping to utilise in the near future as we are desperately in need of something to look forward to.
However the company has stated that they have no intention of letting us use the voucher as we have missed the cut off date. We were given some vouchers by buy a gift company and they are out of date for two years.

I am so upset, this was for a gift for my son's 18th birthday present. Due to covid lockdowns, the worry of going to public places due to my sister having cancer at the time, they have refused to extend the voucher. I am so upset and cannot afford another voucher for his birthday present. This company must be making a small fortune as they have the money but are pocketing it and not offering the days out! Shameful

I had 2 vouchers purchased for myself and partner as a wedding gift in December 2020. I have then been unable to use them due to Covid and Lockdown. However, I rang up to extend the vouchers and was charged £20 which although not best pleased. I was happy to pay if this would extend. However, despite been told this was the case when I rang the company to extend I was then informed that my voucher had not been activated. Even though I was not told that I need to do so first. Therefore I have been informed that my voucher has expired and there is nothing that I can do about this. So my wedding has cancelled and now I am unable to use the vouchers and this is very distressing