- Report: #346878
Complaint Review: Xperience Days
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| Xperience Days 50 Harrison Street Suite 113
Hoboken, New Jersey U.S.A. |
|
Xperience Days A blatant case of false advertising Hoboken New Jersey
*REBUTTAL Owner of company: Certificate Advertised Correctly
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In January I purchased an Xperience Days, Cooking in New York gift certificate. On the Experience Days website it clearly states that the certificate is valid for Saturday morning classes. After several failed attempts to schedule a cooking class for Saturday morning (all classes were full for several months until June) we were informed that they have cancelled all Saturday classes until October. Since the certificate is only good for a year, we were pretty sure time would expire before we could actually take the course. We immediately filed a dispute with our credit card company and asked Experience Days for a refund. They agreed but then went back on their word after finding out we filed a dispute with our credit card company. In their words, they were mad that we cost them $50 from our dispute and now they had nothing to lose and were going to fight our refund until the bitter end. Here is a company that is going on a crusade against one of their customers! This is certainly not a company I would suggest anyone do any business with. Clearly the promise of a refund was a blatant lie. We have received no product. Experience Days has stolen our money.
Muscle
New York, New York
U.S.A.
Muscle
New York, New York
U.S.A.
This report was posted on Ripoff Report on 07/02/2008 03:08 PM and is a permanent record located here: http://www.ripoffreport.com/r/Xperience-Days/Hoboken-New-Jersey-07030/Xperience-Days-A-blatant-case-of-false-advertising-Hoboken-New-Jersey-346878. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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Search Tips#1 REBUTTAL Owner of company
Certificate Advertised Correctly
AUTHOR: Robb Young - (U.S.A.)
SUBMITTED: Friday, August 29, 2008
While the headline "A blatant case of false advertising" is attention seeking and sensational; it's clearly not accurate. The customer states in his complaint that the classes were available on a Saturday (which they are) but that there were no classes available for a few months. This is the entire point of giving an open gift certificate for these classes rather than booking for one specific day. It allows our customers the flexibility to book at a convenient time in the future.
It is actually true that the customer was advised he could have a refund, by a customer service agent here. This was before we discovered that a chargeback had been lodged. In all cases where a credit card chargeback is lodged we fully investigate and in all cases de-activate the gift certificate to prevent fraud. As explained to the customer on numerous occassions now (Directly, in writing, by telephone, to the BBB and Credit Card company) if we issue a refund AND the dispute is upheld, this can result in the customer receiving twice the funds. It is also true that I explained the cost of the dispute to us as an organization. This was while I was attempting to explain that a chargeback is a tool to be used in cases of genuine fraud or deception; and not something to be used to threaten or hold a company hostage until a customer receives their desired outcome. The chargeback claim is certainly not appropriate for a customer who holds an open dated gift certificate that doesn't expire because they were 'pretty sure time would expire before we could take the course'.
To clarify the expiration policy from our own terms and conditions:
"Xperience Certificates Issued After November 1, 2007
Xperience Certificates can be redeemed for service from the Issue Date. Xperience Certificates are valid for the experience purchased for twelve (12) months from the date of purchase, i.e. the Issue Date. Xperience Certificates not redeemed and used with in the twelve (12) month period are valid for services equal to or less than the original purchase price of the Xperience Certificate. If you have any questions regarding the use of an Xperience Certificate please contact Xperience Days Customer Service at 866 973 7436 or email us at LookAfterMe@XperienceDays.com
In other words, the customer always receives the original value of the certificate however far into the future they want to redeem it.
Clearly we have not stolen the customers money. They STILL have a valid certificate which can be used any time the class is offered. Additionally they have recived a product. i.e. the gift certificate.
It is actually true that the customer was advised he could have a refund, by a customer service agent here. This was before we discovered that a chargeback had been lodged. In all cases where a credit card chargeback is lodged we fully investigate and in all cases de-activate the gift certificate to prevent fraud. As explained to the customer on numerous occassions now (Directly, in writing, by telephone, to the BBB and Credit Card company) if we issue a refund AND the dispute is upheld, this can result in the customer receiving twice the funds. It is also true that I explained the cost of the dispute to us as an organization. This was while I was attempting to explain that a chargeback is a tool to be used in cases of genuine fraud or deception; and not something to be used to threaten or hold a company hostage until a customer receives their desired outcome. The chargeback claim is certainly not appropriate for a customer who holds an open dated gift certificate that doesn't expire because they were 'pretty sure time would expire before we could take the course'.
To clarify the expiration policy from our own terms and conditions:
"Xperience Certificates Issued After November 1, 2007
Xperience Certificates can be redeemed for service from the Issue Date. Xperience Certificates are valid for the experience purchased for twelve (12) months from the date of purchase, i.e. the Issue Date. Xperience Certificates not redeemed and used with in the twelve (12) month period are valid for services equal to or less than the original purchase price of the Xperience Certificate. If you have any questions regarding the use of an Xperience Certificate please contact Xperience Days Customer Service at 866 973 7436 or email us at LookAfterMe@XperienceDays.com
In other words, the customer always receives the original value of the certificate however far into the future they want to redeem it.
Clearly we have not stolen the customers money. They STILL have a valid certificate which can be used any time the class is offered. Additionally they have recived a product. i.e. the gift certificate.
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