"Awful customer service. I bought my parents a voucher for Christmas for the cream tea for two and steam train ride which was valid for a year. When we went to book the experience it was fully booked for the whole year. When I contacted the customer services I had asked for a refund as we were not happy that a £50 voucher that could'nt be used was going to waste. Reluctant to offer a refund customer services advised that we could swap the voucher for another experience . Therefore we went back onto the website to look for another experience we found that they were still advertising the cream tea for two and steam train ride on the website which is miss- selling as they are fully aware that it is booked up for the whole year and whoever buys that voucher will not be able to use it. My parents decided to swap the voucher for an afternoon tea close to home however this was also not available. I explained how disappointed we were and that this is not acceptable. They then came back to say they managed to secure a slot on the original experience we accepted this and asked to be emailed asap with the procedure. A month on and no reply so I email 3 times within the month for an update still no response. When I phoned the customer services they advised that the date which was available is no longer which was no fault of ours as we accepted straight away. As a result of this I asked to speak to the manager which I was refused and was told to send in a letter with my voucher to receive a refund. This company will take your money and will not honour anything they offer to you even after a formal complaint has been made."
Thank you for taking the time to leave your review.
I am very sorry to hear of the problems you have faced, this is never what we want our customers to receive. In regards to the location in question they have proved extremely popular this year with this activity, therefore we are offering customers a free extension, to select another location or an exchange. If you would like to discuss this with me personally, I will be happy to see what I can do for you. Please feel free to call and ask for myself.