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.

I wouldn't want to be rebooked for the 15th. They sound completely incompetent and I wouldn't trust them. I'd book something else, but also keep on at them for a refund.

Is this a well established place? It sounds like a scam to me. Too bloody right you should get a refund and booked into another spot for free for the inconvenience.

Make sure you get screen prints, print confirmations etc, and then complain to trading standards.

It's a well established place yes, been going over 20 years and well regarded locally.

If it is somewhere with a good reputation it might be a one off example of very poor staff training. Definitely make a fuss. Any good company would want to rectify this.

Of course they have to refund you.

I don't understand the booking via Facebook thing. I don't use Facebook but why would you book anything on Facebook site rather than the company website?

You paid for a service on a selected date advertised. They did not provide that service on that date. Can see how they cant refund you as you have not received the service you paid for that was offered. Personally I would become a throne in their side and start looking into the legal passion on this. At the very least write to the North Poll and inform the big man him self about the error in his name. He wont be amused and may kick for butt.

Lass I booked through the company website, as I said it's well regarded locally so I had no problems booking it.

DH says Santa probably pulled out last minute and they don't want to admit it. But why not a note on Facebook or something? I checked there this morning and would have told DD he was ill or something and we could go another time instead but to turn up and him not be there isn't right.

Trading Standards.

Can't you escalate the complaint to head office? I'm assuming it's a garden centre or mall or something?

Eek that's shocking!

I'd go to the local media at the very least.

It's a garden centre. I've messaged the page if they don't reply I'll definitely contact head office.

Whats the garden centre? name and SHAME

And you should give your local trading standards a call. It's non refundable, but it's our fault you can't do what you paid for? I'm sure this is covered by consumer law.

The guy on Facebook to messaged me back saying he'll look into it and I definitely should get a refund.

That was all he said though

"Sorry about this, I'll look into it and you should definitely get a refund"

Tell him you're going to the media

As an ex-journalist, can I just say that it is unlikely the media would be interested in this, unless it has caught out a lot of people.
It's most likely a misunderstanding on either the staff or the OP's part, as it is clearly ridiculous that she had paid for something the venue can not provide
If you call the venue/office tomorrow OP, I am sure it will be sorted.

Complain, in writing, a lot. You've had a wasted journey and upset child.

I don't want to cause a big fuss, I just want to know that they'll make sure people are aware and they'll either refund me or rebook for 15th. As I said it's a well established and well regarded place so I'd be happy with either.