Hello Mumsnetters,
I'm looking for a bit of advice regarding a recent purchase. I'm going to try and keep it brief but also don't want to exclude anything that might be relevant.
I purchased my children some annual passes for a popular activity (well known company, nationwide locations) several weeks ago. Passes are a new thing they've introduced as previously it was pay per visit (and very costly for one time).
I went through the website and thought the passes offered great value so purchased. Once I'd done so, I was informed that there would be an additional cost for parking (£10.50, every visit or one off parking permit £96). I was annoyed but pressed ahead with my planned visit.
After my first visit, I decided to look at future dates to book on, which is when I found out that the activity is closed for most of the year (only open weekends and school hols). This was particularly shocking as the passes were advised as a daily pass, valid for a year.
I have of course complained to the company and they have amended the website to reflect all of my complaints - which shows they have admitted it wasn't there and have acted upon this.
However, they are refusing to issue a full refund despite misleading/ommiting lots of important details as I have visited once. Had they been clear and upfront, I would have never purchased. I escalated the complaint and now it's radio silence from the manager.
is it unreasonable that I want to see the company take accountability by reporting them to trading standards? If I do:
A) What's the likihood of getting a full refund + parking expenses?
B) As they've amended the website to avoid future issues with misleading information/hidden costs, will they still face consequences (fines, warnings etc?)**
** I have full screen recordings of every page I went onto before purchasing the passes, clearly showing the missing information BEFORE they updated it.
TIA