Alex Heddell´s profile

Reviews (2)

Pet Supermarket

Very slow

Took nearly two weeks for the order to arrive, had no communication from them despite chasing e-mails. Won't be using again

19 February 2013

Reply from Pet Supermarket

I have been most frustrated to hear that this order did not arrive by the seventh working day. We are aware our customers simply cannot be left waiting. With this in mind, we have very strict procedures in place to combat the possibility of an order arriving late. This enables us to give you as much time as possible to make alternative arrangements should the need arise. We will investigate why these procedures have failed on this occasion and assure you we will look to put measures that will ensure this does not happen again. We will contact you via your personal email to discuss this matter further

Secret Escapes

Very disappointing

I booked a two night break at the Luton Hoo hotel with Secret Escapes.  I took it on blind trust that they were the cheapest available as they state on their website.  However, when going to book the meals for our stay, i noticed that I could have booked directly with the hotel and paid over £100 less for the same room, albeit we had to eat at the hotel's restaurants - which we were planning to do.
When I raised this with the customer support team, I got a very negative response and it was clear I was going to get nowhere with my complaint.  When looking into it further, I realised their "price guarantee" isn't that at all - all they promise to do is withdraw the offer from their website which doesn't help the customer who has been let down...
To cap it all, once we arrived at the hotel, only one night had been booked, not the two we had booked.
Overall, I was very disappointed with the service and I would be reluctant to use Secret Escapes again

14 November 2012

Reply from Secret Escapes

Dear Alex,

We are terribly sorry to hear you believe you have been mislead, that your query had not been dealt with as you would have liked and that when you arrived your 2 night stay as booked, there was some confusion over the length of stay.

At Secret Escapes we are not in the business of disappointing our customers and hope to give our members access to great offers that we guarantee to be the cheapest on the Internet. As you would expect, we rigorously price check our offers before being they go live to our members. On the rare occasion where a hotel or holiday supplier amends their own prices below ours, we would always expect to be notified, on this occasion that did not happen. Once you had kindly brought this to our attention, we have to check that firstly, that all the components of the offer match ours, if it does, as stated on our site, we would negotiate with the supplier to ensure we are the cheapest for the length of sale and if we couldn't guarantee this, we would simply pull the sale.

Looking through the correspondence my team had with you I cannot see that this was dealt with negatively; however, I do appreciate that it may have been frustrating having to wait whilst they went through the necessary checks. It certainly wasn't our intention to cause confusion or frustrate. The next steps should have been clarified to you earlier so that you knew what we were doing to resolve the situation. That is something for me to take up with my team and I'm grateful for the feedback you have given for allowing me to do this.

Once the price difference was escalated to our management team, they took the decision to pull the sale. As you had requested a refund we had to get confirmation from the hotel that they were OK with this and we then emailed you to clarify you still wanted a refund as there had been by this time a couple of hours in between our request and the hotel giving the go ahead. We emailed you on the same day at 14:43 however we did not receive any reply to this.

Regarding the confusion upon check-in. I can absolutely confirm that your booking was for two nights. Both the confirmations (to you and the hotel) state this. This is something we will investigate with the hotel. It would appear this was a admin error by the hotel so on their behalf, I would like to apologise for this confusion.

I hope you will continue to enjoy the benefits of being a valued member of Secret Escapes and as a gesture of goodwill, I have added £25 credit to your Secret Escapes account. This will not have any expiry or minimum spend attached to it.

Alex Heddell´s profile

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Alex Heddell
United Kingdom