Directed to Travelzoo Rep-Dealmaster11: Unable to redeem Capital Grill Sydney Voucher

alwayscheaper on 10/03/2012 - 16:58

Before I send an eamil to Travelzoo, may the rep Dealmaster11 here please respond to my query?

I went last night to Sydney Capital Grill with a voucher you advertised here: http://www.ozbargain.com.au/node/61116

I have only booked the table a few days ago (beginning of the week), however when I arrived all doors of capital grill are closed and no lights. I went around for 10 minutes thinking it must have a different entrance, but all signs are telling me it has been closed down. So being 8pm, I have to walk away to find somewhere to have dinner, I ended up having pizza in a nearby bar.

Today I went on travelzoo website to find a contact to send my refund request. Only to find this sentence:
What if the business for my voucher closes down?
If a business closes down within 7 days of your voucher purchase, you will receive a full refund. Travelzoo serves as an agent in recommending the merchant or local business. Travelzoo makes no warrants and does not accept liability for business failure. Please see our full Terms of Sale.

Hence my query here before sending an email through. All other group buying sites are refunding unredeemable vouchers before the deal's expiry date, hence your terms and conditions here really doesn't make sense. May you let me know if you can confirm Capital Grill is shut and issue me a refund?

If anyone here bought the deal and did not redeem yet, please join me to seek some answers.

Thanks.

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closed Comments

  • voteoften on 11/03/2012 - 05:48

    Far out. I can't believe they are not making good on vouchers for companies that close down in 7 days only.

    What if you buy a voucher, book the next day for a special night out 4 months in advance? You've done everything you can and still get screwed.

    I won't be buying from travelzoo.

  • neil on 11/03/2012 - 10:26

    That's crazy! Definitely would avoid them if that's the case. I would give Travelzoo a call on Monday, see what they say and report back to us.

    alwayscheaper, where does it say that on their website? I can't find it in the terms of sale.

  • alwayscheaper on 11/03/2012 - 17:18

    Hi Neil, Thanks so much for your concern. Yes you are so right their terms of sale is so vague, if you do have an account, please login, and then go to my voucher, and on the right there is a FAQ, one line in there it is: "What if the business for my voucher closes down?" and the answer is what I have written.

    I think Dealmaster11 owe us an answer. Otherwise everyone have been warned please do not purchase from travelzoo or take your own risk.

    Thanks again!

  • TravelzooAU on 12/03/2012 - 18:51
    +1

    Hi alwayscheaper and other members on this thread.

    My name is John Prince and I am the Marketing and Customer Service Manager at Travelzoo. Firstly I would like to sincerely apologise for your experience at Capital Bar and Grill. Your experience and subsequent comments do not reflect well upon Capital Bar and Grill as a restaurant and Travelzoo as a business. I can say with confidence that at Travelzoo, we always publish deals with complete accurately and transparency and the integrity of our deals is something we are very proud about and take seriously when we receive feedback like yours.

    The unexpected business closure of Capital Bar and Grill is unfortunate and something that was only brought to our attention by customer feedback like yours. At this stage, we have been unable to establish contact with the business owners to seek further information into the details around their trading situation. We will continue to make contact and seek clarification around this sudden and unexpected situation.

    Having said this, we are offering all affected customers an unconditional money back refund for their purchase of this deal. Customers continue to be our number one priority and I apologise that our FAQs did not adequately satisfy our good intentions for this particular circumstance. We place a 7-day timeframe to encourage customers to contact us as soon as possible, while at the same time understanding that this isn’t always possible for various reasons.

    I ask that you, along with any other affected OzBargain members get in touch directly with our customer service team for an immediate refund. You can contact us on (02) 8093 7900 or [email protected]. I am more than happy to personally handle your inquiry so please just ask for John Prince on the above number.

    Once again, I sincerely apologise for your recent experience and hope that this does not alter your perception of Travelzoo and our integrity, customer focus and business ethics.

    Regards,
    John Prince
    Marketing and Customer Service Manager
    Travelzoo Australia

    • voteoften on 12/03/2012 - 21:16

      You really need to change your 7 day policy. It shouldn't be a matter of people having to get a "special dispensation" to get a refund. Most of the businesses that do go under won;t do so within 7 days and most customers won't be able to secure a booking within 7 days.

      I doubt this policy would hold up under Australian consumer law.

      I won;t buy from you until this policy is changed, regardless of you refunding people for this one business, this one time.

      • TravelzooAU on 13/03/2012 - 09:02
        +1

        Hi voteoften,

        Just to clarify, we issue full refunds for all business closures. But I see your point and we'll look into the wording of the FAQs to ensure there is no ambiguity.

        Cheers
        John

        • voteoften on 13/03/2012 - 09:15

          Great. That is good to hear. Look forward to seeing them.

  • janeymac on 15/04/2012 - 10:13

    Has this been changed? Would like to buy a travelzoo deal but work too hard for my $$$ to take the risk…

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