To complain about this?

[Cuggle]

Since DD was born in 2015 on the Sunday which is a month before Christmas we as a family (including my mum and elderly grandfather) take DD to see Santa, have a meal and do some Christmas Shopping. We do it this early as the calendar for us in November is very busy as we have a huge extended family but also as the grotto is less busy as she has mobility issues and a developmental delay so waiting in slow moving queues for a long time can be problematic for her.

We choose to go to a slightly more expensive Santa this time as DD is that bit older and understanding what Christmas is. I checked the places Facebook page, website and picked up a leaflet from a local supermarket which all stated that Santa would be there from 25th November (today). So I went onto the website and booked and paid for DD to go in. I checked the Facebook and Website again yesterday before telling DD we were going, all still stated that he was there from 25th November. I also triple checked again this morning to make 100% sure he was there.

DD was excited, couldn't wait. She's speech delay but says a few words and kept listing toys she wanted to ask Santa for (only 3 things, which I've bought her from "Santa"). In the car on the way there she kept listing her toys, and DH asked her if she was seeing Santa, she nodded excitedly.

Got to the desk to go in and there was no member of staff there. After waiting a few minutes for no-one to turn up walked round to find a member of staff to ask and got told there had been a misprint on the website, in the leaflets and on the Facebook page and Santa was not going to be there until Friday 15th December. When I said I'd booked and paid they said they were sorry, it was a misprint and the website should not have allowed me to book. DH immediately asked for a refund but apparently it's a non refundable and even if it was they don't give refunds in the store. I asked if we could be rebooked onto the 15th without paying but apparently they don't have the power to do that and I would have to go through the website and pay again.

So not only have I got an upset child who doesn't understand why she hasn't seen Santa, I've lost £15 and will have to book again.

So WIBU to complain? All I want is my £15 back and for the misprint to be corrected, I don't think that's UR.

They won’t refund? For something that was their mistake and they didn’t provide?
Yes I’d complain. A lot.

I think you should get a refund or atleast they should move the booking! It is there fault not yours so you shouldnt be out of pocket. I would definately complain.

So you’ve managed to book and pay for something that they can’t fulfil and they said they couldn’t refund!

Damn right you complain that ridiculous.

Also - are you the only person who paid for today?
Which supermarket?

Yanbu

They can’t not refund you! If all the media they have advertising this is a ‘mis print’ its very much them at fault.

Personally i wouldn’t of left without my refund but Yes complain and make sure you get your money back.

I only left because DD was getting upset, the grotto was all set up and decorated so she thought she was going. She got upset when she heard the words "Santas not here".

Sure it was from one of those stands that advertise local attractions, there's ones in the local Morrisons, Asda and Tesco which all have leaflets for this place.

Oh come on that’s ridiculous, surely you just laughed and told them to return your money immediately.

I’d be on the phone to head office in the morning kicking up a right royal stink. I think I might also mention it to local media .... they really don’t need the bad publicity do they ...?

They can’t just keep your £15.

I've just checked the Facebook page again in case I missed a page but no nothing saying about it, even if was due to circumstances they couldn't control I'd have expected a message on there or something.

I'm trying to find contact details but it looks like it the only way to contact is through Facebook. Can't post on their wall as they've turned posts off.

Sounds very odd, the grotto is all set up and decorated but doesn't start until 15 Dec that's 3 weeks away, what are they doing between now and then.

Sounds like a scam.

Yes, I’d definitely complain a lot.

Definitely complain!! Also name and shame on here! That’s disgusting really!

Take a screen print as well.

Get in touch with the daily newspapers.

Complain, name and shame, post the flyer on here and FB. That's really poor.

I have messaged the Facebook page, I want either to be rebooked on the 15th for no charge or my money back, and the website and Facebook page changed. I'm not a fuss causer normally, and would have let it slide had DD not been excited, if it had been last year she wouldn't have cared so neither would I.

They should be grovelling, offering you an immediate refund and possibly offering a compensatory gift to your DD for her disappointment. Definitely complain, very loudly.

Comment your grievances on their Facebook page. They are very wrong, make a fuss and get your money back.

I’m so sorry for your DD.