Bought a Chocolate making voucher for my girlfriend but.....
Discussion
She can't go because she's allergic to nuts. The course is making truffles and they have told her they roll them in nuts. Because of this there's a very high chance of contamination, even if she does stay away from them. There will still be traces on the surfaces and equipment.
We've rung the chocolate themed hotel in
and tried asking for a refund, out of their goodwill. I sell boats and boating equipment for a living and we as a company bend over backwards for our customers. Taking back items if they're not satisfied. My boss has even let people buy a boat with an engine, try it and agreed to swap the engine if they're not happy with the performance. That's just the sort of company we are. We always try to put customer service first.
The chocolate themed hotel however, would not listen. They accused us of making up the allergy because we didn't want to attend. They wouldn't even swap the course for a meal at their hotel or drinks at the bar. They told us that they wold not refund or exchange the voucher for the workshop and that was that! We even wrote a letter to the hotel management, hoping that they would not want bad press out of the ordeal (for the sake of £55!) but they just wrote back saying the course was still able to go ahead and that the voucher was not defective etc etc.
I completely understand that there is not a problem with the course, "we are the ones with the problem" as the hotel so nicely put it, but I would have thought, as a gesture of good will, that they would refund us and just sell the voucher onto somebody else. The course isn't pre-booked, you just phone and book using the voucher for any course up until the end of March.
It's annoying, I have no other birthdays coming up and I have no one else to give it to. We're really disappointed. What a rubbish Christmas present
ETA
Location removed re N&S policy.
We've rung the chocolate themed hotel in
and tried asking for a refund, out of their goodwill. I sell boats and boating equipment for a living and we as a company bend over backwards for our customers. Taking back items if they're not satisfied. My boss has even let people buy a boat with an engine, try it and agreed to swap the engine if they're not happy with the performance. That's just the sort of company we are. We always try to put customer service first. The chocolate themed hotel however, would not listen. They accused us of making up the allergy because we didn't want to attend. They wouldn't even swap the course for a meal at their hotel or drinks at the bar. They told us that they wold not refund or exchange the voucher for the workshop and that was that! We even wrote a letter to the hotel management, hoping that they would not want bad press out of the ordeal (for the sake of £55!) but they just wrote back saying the course was still able to go ahead and that the voucher was not defective etc etc.
I completely understand that there is not a problem with the course, "we are the ones with the problem" as the hotel so nicely put it, but I would have thought, as a gesture of good will, that they would refund us and just sell the voucher onto somebody else. The course isn't pre-booked, you just phone and book using the voucher for any course up until the end of March.
It's annoying, I have no other birthdays coming up and I have no one else to give it to. We're really disappointed. What a rubbish Christmas present
ETA
Location removed re N&S policy.
Edited by Big Al. on Monday 1st February 11:05
This is a review my girlfriend wrote, she hopes to put it up on the hotel review websites.
[quote]
Be warned! The people who run this workshop have no compassion and all they care for is business and money! My partner had brought me a truffle making workshop voucher from for Christmas. I was so excited to attend the workshop and really looking forward to a perfect day out in . Whilst reading through the terms and conditions I came across a section which read guests who have allergies are responsible for themselves. I am a nut allergy sufferer so naturally this worried me; I decided to ring chocolate delight to discuss the chances of nuts being present at the workshop. After a telephone conversation with their receptionist it turned out the truffles were rolled in chopped nuts and there was a high risk of cross contamination. I asked the receptionist to see if the manager of the could ring me and discuss this to see if the workshop would be suitable for me. I explained to the workshop manager that I carry an Epipen (adrenalin injection) doctor prescribed emergency treatment for life threatening allergic reactions. I explained how worried I was about cross contamination and if something was to happen an ambulance would have to be called and everyone else in the class would be disrupted. Not only would this be incredibly dangerous for me, but would disrupt all the other guests. I wanted to know if there was a possibility of a refund or if not an exchange for something else such as a meal voucher at the hotel restaurant, or maybe drink at the hotel bar where the workshops are held. The gentleman I spoke to on the phone did not have any compassion or any interest in helping me with this dilemma. He told me there was nothing wrong with the voucher, therefore they have no obligation to refund or exchange it. He even had the cheek to accuse me or not liking the idea or the truffle making workshop and seemed to think it was just a personal preference that I decided I didn’t want to attend. Even after I explained the seriousness of my allergy! The conversation on the telephone got so out of hand, and the way I was spoken to was so demoralising, I decided the best way to handle the situation was to write to the management of the company putting all my concerns in an official letter. The response I got was no better than the conversation. told me because the voucher was not faulty they would not refund or exchange it for anything more suitable. They even quoted the consumer direct website and suggested I look on there about exchange and refund laws. I understand there are not breaking any consumer laws by not agreeing to refund or exchange the voucher, that is not my argument! How can anyone expect to be treated well and fairly whilst spending time at the chocolate delight workshop if they can not get their customer care right! I was so shocked by the way I was spoken to on the telephone and dealt with by the management. It saddens me to think that these people care about one thing money! Not the welfare of their customers or getting a bad reputation for bad customer care and relations. Once you have handed over your hard earned cash they don’t care anymore. My experience with was a horribly one! If living with a nut allergy is not bad enough now I am being discriminated against because of it!
[/quote]
I told her to hold fire for a bit. Is there anything we could do? I might try to sell it on again before it expires.
ETA
Location and company name removed under the sites N&S policy.
[quote]
Be warned! The people who run this workshop have no compassion and all they care for is business and money! My partner had brought me a truffle making workshop voucher from
for Christmas. I was so excited to attend the workshop and really looking forward to a perfect day out in . Whilst reading through the terms and conditions I came across a section which read guests who have allergies are responsible for themselves. I am a nut allergy sufferer so naturally this worried me; I decided to ring chocolate delight to discuss the chances of nuts being present at the workshop. After a telephone conversation with their receptionist it turned out the truffles were rolled in chopped nuts and there was a high risk of cross contamination. I asked the receptionist to see if the manager of the could ring me and discuss this to see if the workshop would be suitable for me. I explained to the workshop manager that I carry an Epipen (adrenalin injection) doctor prescribed emergency treatment for life threatening allergic reactions. I explained how worried I was about cross contamination and if something was to happen an ambulance would have to be called and everyone else in the class would be disrupted. Not only would this be incredibly dangerous for me, but would disrupt all the other guests. I wanted to know if there was a possibility of a refund or if not an exchange for something else such as a meal voucher at the hotel restaurant, or maybe drink at the hotel bar where the workshops are held. The gentleman I spoke to on the phone did not have any compassion or any interest in helping me with this dilemma. He told me there was nothing wrong with the voucher, therefore they have no obligation to refund or exchange it. He even had the cheek to accuse me or not liking the idea or the truffle making workshop and seemed to think it was just a personal preference that I decided I didn’t want to attend. Even after I explained the seriousness of my allergy! The conversation on the telephone got so out of hand, and the way I was spoken to was so demoralising, I decided the best way to handle the situation was to write to the management of the company putting all my concerns in an official letter. The response I got was no better than the conversation. told me because the voucher was not faulty they would not refund or exchange it for anything more suitable. They even quoted the consumer direct website and suggested I look on there about exchange and refund laws. I understand there are not breaking any consumer laws by not agreeing to refund or exchange the voucher, that is not my argument! How can anyone expect to be treated well and fairly whilst spending time at the chocolate delight workshop if they can not get their customer care right! I was so shocked by the way I was spoken to on the telephone and dealt with by the management. It saddens me to think that these people care about one thing money! Not the welfare of their customers or getting a bad reputation for bad customer care and relations. Once you have handed over your hard earned cash they don’t care anymore. My experience with was a horribly one! If living with a nut allergy is not bad enough now I am being discriminated against because of it! [/quote]
I told her to hold fire for a bit. Is there anything we could do? I might try to sell it on again before it expires.
ETA
Location and company name removed under the sites N&S policy.
Edited by Big Al. on Monday 1st February 11:10
did you not know about her allergy when you booked this?
its possible the course is not run by the hotel, hence they not offering you to change it for a meal, but as bad as it may seem to you, i dont see they did anything wrong, they sold you what you asked for, your fault you cant use it really,sorry mate.
its possible the course is not run by the hotel, hence they not offering you to change it for a meal, but as bad as it may seem to you, i dont see they did anything wrong, they sold you what you asked for, your fault you cant use it really,sorry mate.
I appreciate that, I just think they went about it the wrong way. They were really rude to my girlfriend on the phone and made her very upset.
I should have checked, yes, but sometimes it's difficult to remember. We were even making chocolate truffles at home a few days before and or course didn't use nuts. I think that's why I just went ahead and booked it. It just didn't cross my mind.
I just don't like it when companies just stick to the book and won't show any compassion at all.
I should have checked, yes, but sometimes it's difficult to remember. We were even making chocolate truffles at home a few days before and or course didn't use nuts. I think that's why I just went ahead and booked it. It just didn't cross my mind.
I just don't like it when companies just stick to the book and won't show any compassion at all.
BarRefaeli said:
I can see where you're coming from but I'd tell her to leave the last line out, unless it's supposed to be funny.
Yeah, I think so too! I think she was just a bit disappointed. I've told her not to post it anywhere, there's no point causing trouble for the sake of it. danyeates said:
Yeah, I think so too! I think she was just a bit disappointed. I've told her not to post it anywhere, there's no point causing trouble for the sake of it.
If you're genuinely aggrieved at their lack of customer service (as you acknowledge, they're not wrong in what they say but their attitude could do with some work) then I think it's one of the positive, democratising aspects of the internet that consumers can voice their opinion. Ultimately, taking on board criticism ought to make them a better company.The complaint badly needs a re-write, and a few line spaces. I couldn't be bothered to read all of it, and I doubt if many others will. In any case, all it's going to do is put people with nut allergies off from booking this particular course, it's not going to have any other effect.
singlecoil said:
The complaint badly needs a re-write, and a few line spaces. I couldn't be bothered to read all of it, and I doubt if many others will. In any case, all it's going to do is put people with nut allergies off from booking this particular course, it's not going to have any other effect.
Indeed. You have a legitimate complaint, however that is terribly written. I almost stopped reading after 'brought'.Stick the voucher on Ebay.
It does seem a bad way to run a business, but I imagine they get a lot of people trying to cancel as it's the sort of thing people buy as a present, which may or may not be well-received. Given the current financial climate, they're probably desperate for every penny they can get.
It does seem a bad way to run a business, but I imagine they get a lot of people trying to cancel as it's the sort of thing people buy as a present, which may or may not be well-received. Given the current financial climate, they're probably desperate for every penny they can get.
hornetrider said:
singlecoil said:
The complaint badly needs a re-write, and a few line spaces. I couldn't be bothered to read all of it, and I doubt if many others will. In any case, all it's going to do is put people with nut allergies off from booking this particular course, it's not going to have any other effect.
Indeed. You have a legitimate complaint, however that is terribly written. I almost stopped reading after 'brought'.danyeates said:
Yeah, I agree with that! The written word isn't her strong point, unfortunately. I was going to proof read it and re-write it, but I'm supposed to be working! And...brought!!!!! Damn that word!!! I must tell her at least once a week!!!! How did I miss it?!
More to the point, how did you miss the name of the company as you were sensoring your girlfriend's message? Fourth line down 
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