Experience This - a complete failure of service

Lnik592 on 14/01/2013 - 22:52

So, since I couldn't find much online about Experience This before I decided to take advantage of the $40 Paypal deal for Event Cinemas (http://www.ozbargain.com.au/node/88245), I thought I'd post my experience in case any one else is ever wondering.

My husband and some friends and I decided to go see Skyfall just before Christmas, and ordered the vouchers that morning, expecting fairly quick delivery since they were e-vouchers, and we got immediate confirmation of payment via email. 4 hours later, no vouchers, and we just went to the movie and paid normally. Just after we arrived home 3 hours later, the vouchers then pop into my inbox.

We had emailed Experience This after about 2 hours of waiting before we went to the movie to ask for the delivery issue to be looked into - this was responded to the following day with the cheerful message that our vouchers had now been delivered.

We then complained the following day (Dec 24), and requested a refund. Waited two weeks for a response, and finally gave the vouchers to my sister-in-law, who has no alternative in her town but Event Cinemas and at least could use them (us living in Brisbane, we rarely use Event anyway due to exorbitant prices, and had only bought them because we were visiting family in the same town where Event is the only choice).

Today, the day after my sister-in-law has used one of the vouchers, we get a response to our complaint. They were inundated with orders and emails over the break and are only just now getting to ours, and since one voucher has been used, they cannot refund any of our order. You'll have to forgive my disbelief in that amazing coincidence that they've gotten to our complaint the day after we gave up waiting for a response and just used the voucher.

Will definitely not be using experience this again. And if I didn't have reason to avoid Event Cinemas before, I certainly do now. My condolences to those who have no other choice.

But basically, buyer beware. Experience This e-vouchers apparently not instant.

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Comments

  • mitcheo on 14/01/2013 - 23:05
    +1

    Another buyer beware - hobbyking. They couldnt care less about there customers

    • r3volt on 19/01/2013 - 15:54

      Strange thing is that every time someone posts the soldering iron it becomes a fap fest of + votes, then 3 months later the negs begin. Every bloody time.

  • gilbarc on 14/01/2013 - 23:38

    I experienced their slow response over the break as well. I bought a few gift cards from this deal (physical cards in this case, rather than eVouchers), and a few days before Christmas I used one of them. I booked using the Android app, and somehow it screwed up and bought me two tickets for two different sessions. I went to one of them, and requested a refund for the other. After two weeks I still hadn't heard back, so I sent them another email. A few days after that, they finally got back to me.

    Fortunately, my story had a happier ending than yours, and they did eventually give me a refund.

    I happened to know from other people's experiences that Event's customer service is slow at the best of times (let alone Christmas/New Year), so I went into it expecting a long wait. I also still had a few more gift cards from that deal, so the long wait didn't really affect me.

  • ozhunter on 15/01/2013 - 07:36
    +5

    I don't think Experience This did anything wrong, unless they gave a specific time frame when you will receive the voucher. 4 hours isn't that long of a wait, especially around the Christmas holidays.

    In the T&C they did state,
    The admission barcode is valid for one cinema visit for 2 people only for the same movie session.
    eVouchers and ePackages will not be replaced, refunded or exchanged. No date extensions available. No change given.

    Even if both tickets weren't used, they weren't obligated to give you a refund. I guess assuming the vouchers were emailed instantly was your mistake.

    • earths_pacifist on 15/01/2013 - 13:29

      I had a similar issue as the poster and the vouchers are supposed to be emailed immediately but I didnt receive mine until 5 days later, wanted it as an easy/last minute christmas present that my Mum didnt end up getting for Christmas.

    • nik592 on 18/01/2013 - 01:28
      +1

      Yes, after I ordered, and got nothing after about a 2 hour wait, I searched and searched and couldn't find anything specific on the timeframes either. However, when they finally answered my complaint they acknowledged normal processing time should be around 10 minutes, and certainly no longer than 20. It took 7 hours, not 4 - the 4 hour mark was just the point we gave up waiting. I also don't feel that 3 weeks is an appropriate timeframe for a response to a complaint.

      Some may disagree that it's poor service, but I'm sharing my experience because I couldn't find much about Experience This before I purchased, and had I seen a story like this, I probably wouldn't have.

      • janeymac on 18/01/2013 - 08:53

        Appreciate the post. It's hard to find reviews on some of these discount sites and getting genuine user review is helpful.

  • ilostnemo on 18/01/2013 - 12:39

    As gilbarc has said, it would definitely be a busy time for them.

    Gone are the days, where if there were 3 people in a line Coles would open another checkout.

    Paypal sending a confirmation, is different to the customer receiving payment.

    Thanks for the heads up though.

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