Complaint: Requesting a refund for a year

on 23 February 2021 about Wowcher in category Retail Company

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My complaint:

I purchased 2 spa day vouchers for Mothers day in March 2020 (just before we happened to go into a national lockdown). Obviously, due to the pandemic, I’ve not been able to use the vouchers. I had requested a refund a couple of weeks later where I was informed that they can only keep extending the vouchers, which I didn’t want, as I knew that this would be ongoing for a long time, I’ll never actually get to use these spa vouchers. The customer service team ignored my messages consistently when I was asking for advice, emailing and whatsapping and facebook messaging them several times for them to just ignore me. I researched the government website where the COVID-19 Legislation advises that I am fully within my rights to be entitles to a full refund whereby services are closed due to covid. I had sent this link to them, they ignored it and said ‘we changed our policy’. They had changed their policy AFTER I purchased my vouchers and requested a refund. So their policy does not abide by the government guidelines. I’ve been chasing Wowcher for almost a year now? I’ve recieved the WORST service ever and they’ve just taken £123 of my money from me without providing a service. They say ‘you could have booked any deal’… I didn’t want to buy any other deal? I wanted 2 spa days which are not open… therefore, I want my money back? I feel like Wowcher is just scamming financially vulnerable people through a global pandemic. No one wants to be throwing money away during a tough time like this.

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Justified complaint?

Suggested solution:

They should provide me with a full refund of £123.

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