GIFT VOUCHERS THAT NEVER GIVE
From wine-tasting to spa breaks, ‘experience days’ are a trendy Xmas present. But check the small print, or you may end up with . . . By Fiona Parker and Amelia Murray
IT ISN’T easy trying to find the perfect present for loved ones who seem to have everything, which is why more of us are opting for gift vouchers.
However, with complaints soaring about vouchers for experiences — such as spa days and wine-tasting events — it is vital that you check the fine print before you buy.
One of the most common gripes is that there is a very limited number of dates from which to choose when trying to redeem a voucher.
In some cases, customers can book to use their voucher only on one day a month, Money Mail research can reveal. Others are caught out by short expiry periods, with some vouchers valid for just three months. And some customers who have booked through websites such as Wowcher or Groupon, which offer services and experiences at heavily discounted prices, have even found that the company which is supposed to be offering the service has since closed down or the event has been cancelled.
When they then try to get a refund, they are told they can only have credit to spend on another voucher.
And because the industry is unregulated, there is no official body to complain to. Demand for ‘experience vouchers’ increased by almost a fifth between 2017 and 2018, according to trade body the UK Gift Card & Voucher Association.
But figures from online dispute service Resolver reveal that complaints have also rocketed 6,889pc in just four years. In 2014-15, there were 99 complaints — last year, there were 6,919.
As Christmas approaches, experts warn shoppers to check the small print before buying this type of voucher. Martyn James, of Resolver, says: ‘You must really be aware of the sneaky small print when buying experiences for loved ones.
‘The explosion of complaints makes it explicitly clear there’s little protection for people who are gifted vouchers when things go wrong. From vouchers that turn out to have a ton of restrictions, to dodgy firms that vanish into the ether, so much can go wrong — it’s clear the industry needs to be regulated.
‘If you do want to buy a voucher deal, make sure you do so from established companies that have a clear complaints process on their website.
‘It pays to check how you redeem the voucher, too, and the deadline for using it.’
Research by Money Mail shows how easy it is for customers to be caught out by restrictive terms and conditions.
Shoppers can purchase a Red Letter Days voucher for cheesemaking and wine-tasting for two in Surrey for £180. But the small print reveals that customers can attend only on one Thursday each month and the voucher is valid for just ten months.
Virgin Experience Days is selling a £50 voucher for a tour for two at a coffee roastery. It is valid for 12 months, but the tour runs only on the last Monday of each month, and it is recommended that you book at least four weeks in advance. Groupon offers a voucher for afternoon tea with prosecco at a London restaurant for £35. But the deal expires after four months, and customers can only book a Monday to Thursday slot.
Meanwhile, Wowcher is selling vouchers for spa packages for two for £99. However, they are valid only until February 29 and three ‘premium locations’ are available only from Monday to Thursday.
Groupon, Virgin Experience Days, Wowcher and Red Letter Days all said terms and expiry dates are made clear at the point of sale. A UK Gift Card & Voucher Association spokesman says: ‘We would always recommend that customers looking to purchase vouchers buy them from a reputable provider and thoroughly read the terms and conditions.’