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Original poster

Go Ape refusing refund

459 replies

Stripyseason · 02/10/2024 14:13

I can’t work out of I’m being unreasonable or fighting like a mama bear here in the right.
took my kids to Go Ape on Sunday as a treat as it’s expensive (£60 for all of us). I’ll pop my original complaint email in as it explains it all thoroughly. Emails have been back and forth since then with them apologising and offering a discounted voucher for us to return and “give it another go”. I’ve said we don’t want to return as the left in tears feeling like they’d been rushed and the last thing they want is to go back! I just want a refund but 12 emails back and forth are going nowhere. They have said they shouldn’t have been rushed but they don’t do refunds and theyd like us to come back with a discount. Do I just leave it and chalk it up to experience? Or do I keep going and if so how? TIA.

Dear customer services,

Im just writing after quite a disappointing experience at X Go Ape today. It was myself and my 2 children, 8 and 11, one of whom has autism. We booked for the only available slot left which was 16:30 and arrived by 16:15 to be in plenty of time.

We had to wait for a while for the safety briefing which was fine, and we got started. We were told we would have the chance to do 4 levels if we wished. We started off great and were enjoying it until we finished level 2 and my son heard some instructors saying we were “over time”. When we went to wait at #3 an instructor said we were running behind with time and as they were closing soon we likely wouldn’t have time to do course 4 if we did 3 so we felt pushed to do 4. This wasn’t helpful as it felt a big step up from course 2 and my son felt rushed and was worried saying they’re closing, so we hurried as much as we could. It ended in a bit of a downer sadly with the kids just feeling like they’d “taken too long” on courses 1&2 despite being told in the safety briefing that we could take as much time as we needed on the levels.

I’m disappointed because we arrived in good time and if the last slot was always going to be rushed I think that should have been made clear at point of booking. We had to miss out a whole level which we had paid for. It was a lot of money as a treat and we all just left
A bit downhearted after a good start.

I’ve been to Go Ape before and had a really
Positive experience so this felt quite disappointing sadly and I’d appreciate a gesture of a refund and to let the very nice staff know that rushing us didn’t feel fair given we had paid for a slot so feel we should have been given the same time as everyone else who booked for earlier.

Many thanks etc

OP posts:
Nannyoggapple · 03/10/2024 12:35

Stripyseason · 03/10/2024 12:33

update as promised:
I’d emailed last night based on advice here asking for a smaller discount than my original full one. Just had a phone call from a Senior in customer services, she was really pleasant, had gone through everything thoroughly before calling which was appreciated. She’s offered a 50% refund which is more than I’d asked for in last night’s email, and assured me they will be updating their hidden disabilities training as a result of recent matters brought to her attention, so assuming it’s sadly not just us. She was very nice and said she is also a parent to children with autism and she can completely understand the confusion and will personally ensure all staff understand this aspect and to not make any promises that can’t be kept. Felt very heard and while we won’t be returning, I do feel assured they will improve things for other families in the future.
thank you to those who helped me, and I have simply no words for those who just hopped on to make fun of my language or suggest I could do better things with my time.

I still feel bad for the customer services staff.

They would have agreed to give you a refund to get you to stop emailing them

Magnastorm · 03/10/2024 12:36

AKA a "just get rid of her so she stops pestering us" refund.

Aysegull · 03/10/2024 12:36

FGS OP, I can’t believe this thread is still ongoing. You’re complaining over 13 minutes (even though you originally claimed you were on for an hour..). Move on! There are bigger problems in life to worry about.

Aysegull · 03/10/2024 12:38

Magnastorm · 03/10/2024 12:36

AKA a "just get rid of her so she stops pestering us" refund.

Edited

Exactly this. Countless emails for the sake of 13 mins.

I would hate to see how OP deals with actual problems.

Nannyoggapple · 03/10/2024 12:39

She said that " she will give better training to staff, "

That is a verbal phrase - which is commonly used to get the customer to stop complaining.

We have all said it to customers. "Of course we take your feedback on board and we will improve our services going forward."

It's standard. You're naive if you think that she doesn't say that to everyone.

Still, while I feel bad for the staff there,

I'm glad you got the outcome that you wanted.

SereneFish · 03/10/2024 12:43

If the latest update is true (big 'if') Go Ape have done a blinder here in customer service. Endless patience and professionalism with an obvious grifter. I can't imagine how helpful they'd be to somebody with a genuine complaint.

I hate heights but will look for a suitable occasion to buy someone else a Go Ape experience!

CrazyGoatLady · 03/10/2024 12:44

Stripyseason · 03/10/2024 12:33

update as promised:
I’d emailed last night based on advice here asking for a smaller discount than my original full one. Just had a phone call from a Senior in customer services, she was really pleasant, had gone through everything thoroughly before calling which was appreciated. She’s offered a 50% refund which is more than I’d asked for in last night’s email, and assured me they will be updating their hidden disabilities training as a result of recent matters brought to her attention, so assuming it’s sadly not just us. She was very nice and said she is also a parent to children with autism and she can completely understand the confusion and will personally ensure all staff understand this aspect and to not make any promises that can’t be kept. Felt very heard and while we won’t be returning, I do feel assured they will improve things for other families in the future.
thank you to those who helped me, and I have simply no words for those who just hopped on to make fun of my language or suggest I could do better things with my time.

This is a good result and well done for having a conversation and coming to a sensible agreement with them.

I would just like to say that I corrected your language, I didn't "make fun" of it. And I only bothered to do that because you responded meanly to another poster who didn't know what "stimming" meant. Pots and kettles and all.

Anyway, I'm glad you have sorted it and can put this to bed now.

Nannyoggapple · 03/10/2024 12:47

SereneFish · 03/10/2024 12:43

If the latest update is true (big 'if') Go Ape have done a blinder here in customer service. Endless patience and professionalism with an obvious grifter. I can't imagine how helpful they'd be to somebody with a genuine complaint.

I hate heights but will look for a suitable occasion to buy someone else a Go Ape experience!

Now I'm wondering if this thread was started by Go Ape for advertising purposes

Hahaha

:) 😀

CasaBianca · 03/10/2024 13:06

If you had only 47min instead of 60, then yes maybe a 20% discount/refund would make sense, but definitely not a full one.
Also, to clarify, after the 47min were all 4 levels closed or only the third one? If some were still open it could be argued that you chose to leave instead of enjoying the full hour.

CasaBianca · 03/10/2024 13:06

Oh, just saw the update. Good for you :)

Nannyoggapple · 03/10/2024 13:07

I'm just joking about this thread being started by Go Ape for advertising purposes.

But if you think about it, mumsnet is a great place to advertise, if a company aimed at children wanted to advertise their services.

They have access to thousands of mothers with children - on mumsnet.

And they wouldn't have to pay anything to advertise here.

Some companies probably do start threads on here, by pretending to be a mother.

Its called covert marketing

BobbyBiscuits · 03/10/2024 13:08

Great. Well done. I guess persistence paid off. They sound very reasonable whereas you sound somewhat not.

Dishwashersaurous · 03/10/2024 13:26

A very good update.

I also wonder if someone in go ape is on mumsnet!

ZippyDenimBear · 03/10/2024 13:46

I bet they breathe a sigh of relief you aren't going back!

tediber · 03/10/2024 13:49

I think that's a bit shit. They should offer some form of refund like 25% if you missed out on 1/4 of it. In their shoes I would offer 25% refund and a discount to come back.

Maybe they aren't allowed to authorise refunds at all at their level. You could ask to escalate it to a manger or contact their ceo.

Spinet · 03/10/2024 13:50

Nannyoggapple · 03/10/2024 13:07

I'm just joking about this thread being started by Go Ape for advertising purposes.

But if you think about it, mumsnet is a great place to advertise, if a company aimed at children wanted to advertise their services.

They have access to thousands of mothers with children - on mumsnet.

And they wouldn't have to pay anything to advertise here.

Some companies probably do start threads on here, by pretending to be a mother.

Its called covert marketing

Edited

I reckon about 50% of the threads on Style and Beauty are.

DragonGypsyDoris · 03/10/2024 14:08

Stripyseason · 03/10/2024 12:33

update as promised:
I’d emailed last night based on advice here asking for a smaller discount than my original full one. Just had a phone call from a Senior in customer services, she was really pleasant, had gone through everything thoroughly before calling which was appreciated. She’s offered a 50% refund which is more than I’d asked for in last night’s email, and assured me they will be updating their hidden disabilities training as a result of recent matters brought to her attention, so assuming it’s sadly not just us. She was very nice and said she is also a parent to children with autism and she can completely understand the confusion and will personally ensure all staff understand this aspect and to not make any promises that can’t be kept. Felt very heard and while we won’t be returning, I do feel assured they will improve things for other families in the future.
thank you to those who helped me, and I have simply no words for those who just hopped on to make fun of my language or suggest I could do better things with my time.

That is a very hollow victory. They gave you 50% to get rid of you. Maybe for the future you could remember that what you give out as assertiveness can be perceived or received by others as unacceptable bullying. People have probably cried because of your emails.

FrogsLoveRain · 03/10/2024 14:19

DragonGypsyDoris · 03/10/2024 14:08

That is a very hollow victory. They gave you 50% to get rid of you. Maybe for the future you could remember that what you give out as assertiveness can be perceived or received by others as unacceptable bullying. People have probably cried because of your emails.

Show quote history

At no point has OP come across as rude or bullying.

Why would people cry because of her emails. Genuinely- why? There was a back and fo, and a polite one it seemed, between her and customer services.

Nannyoggapple · 03/10/2024 14:26

@frogsloverain I disagree with you. I think she has come across as rude.

Original poster
Stripyseason · 03/10/2024 14:32

DragonGypsyDoris · 03/10/2024 14:08

That is a very hollow victory. They gave you 50% to get rid of you. Maybe for the future you could remember that what you give out as assertiveness can be perceived or received by others as unacceptable bullying. People have probably cried because of your emails.

Show quote history

I don’t think anyone has cried … apart from my kids. These
are professionals running a business and admitted their wrong doing and we came to a conclusion, the chat I had with the Senior was very respectful on both parts and a shared interest in getting in right for kids with additional needs. If someone hasn’t done their job properly and needs retrained, that doesn’t mean they will be upset, just that they need more training which is on the organisation. At no point did I personally bully, harangue or intimidate any one member of staff. It was a corporate response and it’s been concluded 🤷‍♀️

OP posts:
Aysegull · 03/10/2024 14:33

Nannyoggapple · 03/10/2024 14:26

@frogsloverain I disagree with you. I think she has come across as rude.

Edited

Agreed. If anything, Go Ape have shown how exemplary their customer service is in keeping their responses polite and reasonable and by continuing to engage with OP. I guess it shows that if you throw your toys out of the pram you do get results. Shame.

Nannyoggapple · 03/10/2024 14:33

FrogsLoveRain · 03/10/2024 14:19

At no point has OP come across as rude or bullying.

Why would people cry because of her emails. Genuinely- why? There was a back and fo, and a polite one it seemed, between her and customer services.

Show quote history

For a start, she complained about a staff member, and he will get in trouble.

Especially if they had to give compensation out. If they have to give a refund, he will definitely get shouted at.

One time I got complained about by a customer.

I was one of a chain of people that she complained about. I hadn't been able to do something because someone else hadn't been able to do something.

The customer complained for so long that they give her a refund.
.
I got hauled into the office and was told that a customer had complained about me, they had to give a refund,

and when they have to give refunds, it costs the company money.

Original poster
Stripyseason · 03/10/2024 14:34

To add: If a member of my team gets something wrong with a customer, and there is a complaint, I assume it’s likely at least partly
my fault as their manager and take steps to fix it and assume responsibility, I don’t cry about it. If they need more training or to go over something I’m happy to do that with them. I’d be concerned about their well being if they were routinely crying at negative feedback which will happen from time to time, no front facing organisation is perfect.

OP posts:
Original poster
Stripyseason · 03/10/2024 14:35

Nannyoggapple · 03/10/2024 14:33

For a start, she complained about a staff member, and he will get in trouble.

Especially if they had to give compensation out. If they have to give a refund, he will definitely get shouted at.

One time I got complained about by a customer.

I was one of a chain of people that she complained about. I hadn't been able to do something because someone else hadn't been able to do something.

The customer complained for so long that they give her a refund.
.
I got hauled into the office and was told that a customer had complained about me, they had to give a refund,

and when they have to give refunds, it costs the company money.

Show quote history

I’m sorry to hear you were shouted at, I have never raised my voice at any of my team. Ever. It’s unprofessional and unnecessary.

OP posts:
Nannyoggapple · 03/10/2024 14:36

Stripyseason · 03/10/2024 14:34

To add: If a member of my team gets something wrong with a customer, and there is a complaint, I assume it’s likely at least partly
my fault as their manager and take steps to fix it and assume responsibility, I don’t cry about it. If they need more training or to go over something I’m happy to do that with them. I’d be concerned about their well being if they were routinely crying at negative feedback which will happen from time to time, no front facing organisation is perfect.

Ah you're a manager. That does make sense.