“ Head Office Address: Level 33 / 25 Canada Square / London E14 5LQ / Tel: 0845 604 4991 / Email: firstname.lastname@example.org „
"Item Not Received... Refund Not Received... Emails Ignored"
eMail below send 1st October 2011. No response. Resent Numerous times Still No Response...DO NOT TRUST
Please find attached a copy of the confirmation eMail, received from your company on 30th August 2011. The eMail confirms an order I placed for Hair Straighteners Wide (£99.95) using a Groupon Voucher (-£99.95) plus a special offer of Hair Straighteners Narrow (for £8.95) with a cost for Postage and Packaging (£15). The total cost of my order £23.95.
Below is an eMail from Groupon stating that they have refunded the amount of my Groupon voucher, due to difficulties with suppliers.
I am eMailing to request a refund of £23.95 as stated above, along with apologies from your company due to the product not being received with 30days and due to the fact that I received no communication from your company detailing any difficulties with the order.
I arrived at Ospa Riverside last Saturday afternoon, looking forward to the three treatments (2 massages and a facial) I had booked through their website and booked a month in advance. When I got to reception I was told first that they didn't have my name down against any bookings. When I showed my confirmation email the receptionist said that the therapist who was due to see me had gone off sick and they had been unable to contact me due to their system having been down for two weeks! I was astonished that in two weeks of 'no system'they had no manual back-up so that at least they could contact clients. I have no idea how they managed to send me a confirmation email two days before the booking given that according to the receptionist no emails were going in or out. I was then further told that they would not be able to refund my credit card until they were back to normal, which would take at least another week. I asked for the manager's name and left her a message requesting a telephone call on Monday -it's Tuesday afternoon now, do you think she's called? Absolutely shocking lack of customer care, I shan't be booking anything with them or buying any products in the future. I hope they go out of business soon -if my personal experience is anything to go by, they probably will.
To start this sorry tale, I must first paint a little background, my beloved ghd's blew up (maybe slight over exaggeration there they gave a feeble pfffft and stopped working!) in February this year. Having no money I decided not to purchase a new set and have thus wandered round with my natural curls since then. Now I love the fact that I have saved myself a fortune in hairdressers having to not have my split ends cut as regularly and my hair has never been so healthy, BUT I did miss my straightness. Lo and behold, my joy when I saw a Groupon voucher offering hair straightners for £15 when the RRP was £99.95, I whipped my card straight out to purchase these!
A couple of days after I placed my order on Groupon, my voucher went live and I happily applied for my straightners and paid the £7.50 P&P. At this point I was also offered to purchase a second set of straightners for £22, which I was tempted with and then sought the opinion of the other half, who promptly told me that I only had one pair of hands to do my hair with - what would I do with 2 pairs of straightners, so I decided to forgo this (my bank account breathing a sigh of relief) and placed my order with O Spa London directly. I was a little bit worried about placing my order as I was moving out of my shared house 3 and a half weeks after placing the order, but I figured that they would be delivered within 28 days so that would be no problem, how wrong I was!
I am sat here as of the 3 OCTOBER, still with no straightners. On the 14th July, 2 weeks after placing my order I received an email from O Spa, saying that I could expect to receive my order within 28 days. I happily continued to wait, figuring that this is within O Spas T&C (as read on their website!) and so I wasn't really within my right to complain. It came to the 5 days before I was due to move - NO UPDATE, so I sent an email to O Spa requesting if my straightners were not sent out could I at least change my delivery address as I was moving. I got the automated response, but no response to my question. Again, I left my previous house on good terms with my housemates so I asked them to keep an eye out for me and to let me know if they turned up. Following this it reaches 28 days since I placed my order, I fired off a second email quoting the terms and condition on the website and stating my displeasure, once again automated response - BUT NO SPECIFIC RESPONSE to my enquiry, at this point I began to get annoyed, but to salve my temper I received an email from O Spa on the 26 July saying that the response to the Groupon campaign has been overwhelming and so they were running out of product, and the next batch of orders will be delivered week commencing 15 August - so I waited and involved myself with sorting out our new flat. Week commencing 15 August - no straightners, once again I email, no response. I get annoyed and as it was IMPOSSIBLE to ring O Spa London, with any number I tried leading me to an automated message and then disconnecting me, which was annoying with trying to sort out the product ordering problem, I can't imagine trying to book an appointment - in frustration I rang Groupon to complain about O Spa, figuring they would have better contact details. Now the lady I spoke to was very sympathetic and was about to refund me - it wasn't the money at this point rather that I wanted straightners for straight hair and more importantly delivery to the correct address, she promised to chase and once again I decided to wait it out a couple more weeks, and time flew past, I went on holiday, came back - no straightners and the website says still "awaiting" - at this point I gave up on O Spa completely having had no joy to any email or any commiunication, rang Groupon who refunded me immediately and referred me to O Spa to receive my P&P refund of £7.50, lo and behold following this I receive an email saying that they will still send out my straightners at no cost to me (bar the £7.50) or I could exchange for a voucher for £99.95 - call me cynical but I think that this may be due to my request for refund. Once again I am in limbo waiting - though at least this time I am somewhat hopeful and at least I am only £7.50 down instead of £22.50. ...
However the update to all of this is that my order has *apparently* been dispatched - to the wrong address (of course) and the tracking number I have been given does not work with the Royal Mail tracking site........will I ever receive the straightners? Lets just wait and see.....
From reading the previous reviews I can see that I am not the only one who has experienced a problem with Ospa London, which makes me feel a little bit better now I know I am not the only one.
I purchased a voucher from Groupon which allowed me to buy Ospa London straighteners for £15 rather than the recommended retail price of £99.95. I, probably like everyone else, thought this was such a good deal that I couldn't afford to pass on, as I needed an extra pair of straighteners to keep at my boyfriend's house so I didn't need to carry my own pair around with me. I placed my order on 05/07/11 and had to pay £7.50 delivery charge, the money for both the straighteners and the delivery charge came out of my account the next day.
After reading the terms and conditions, I expected to receive my straighteners within 28 days of when I placed the order. I did not. I then received an email from Ospa London explaining that they had a very large number of orders and consequently ran out of straighteners and that they would not receive the next batch for a few days. They assured me that they would be dispatched on or around 15/08/11. In my opinion, the sudden rise in demand should have been anticipated if they offer one of their products at such a low price. The 15th of August came and went and still no straighteners, nor any email explaining why they had not yet been dispatched.
In the last 2 months I have sent 4 emails to Ospa London and have not had any replies, other than 4 automated emails explaining that they will be dispatched on the 15/08/11, even the email I sent this morning. On their website, they do not offer any alternative way of contacting them about your order so I decided to contact one of the spas for answers, even though they tell you not to. It took me 25 minutes of calling all 3 spas before I finally got through to somebody, who gave me a phone number, I assume this was the call centre which was supposed to contact me regarding my emails. I dialled and redialled this number for 20 minutes and every time it was engaged. I was later told by an advisor at Groupon that this was probably because their 'call centre' only consisted of 3 phone lines.
If a company advertises their services and products at a very low price on a site such as Groupon then they should be prepared for a sudden rise in demand. I had a look back at the webpage which said that 404 people had bought this deal, which to me doesn't seem that many for a company that has 3 spas in London.
I would advise anybody to avoid buying anything from this company as their customer service is almost non existent and you can probably still be waiting for your order to arrive 2 months later.
On the 28/6/2011 I purchased a voucher via Groupon for the £15.00 hair straighteners with £7.50 P&P. These straighteners should have been £99.95 and as all good offers that seem to be to good to be true usually are, but I had used Groupon a couple of times and we were quite impressed with them, so i jumped in and ordered the straigheners before reading up on any of the reviews ( which i really regret not doing). I emailed O Spa asking when they were likely to be delivered the second week in July and I received an automated email advising me I had to wait 28 days after redemption of the voucher. On the 28th day I received another automated email advising me that if i had not received an email advising me of the despatch then I would have to wait till the 15/8/2011 when the next batch arrives in - despite their website stating that they were in stock. I have emailed them constantly, no response, I have tried to telephone them, nobody answers the phone and I'm not really at my wits end. How can a company treat their customers so badly, I am now suspecting that they are a con. If you are in the same or similar situation as me then complain to Consumer Direct, they will advise you on writing to them on one of their generated letters and send it by recorded delivery, they will give you a case reference and if you dont here from them then get back intouch with them. Also, even though its not something i have ever done before but I have emailed Watchdog and I do believe that the more people who complain about this sham of a company then surely something will have to be done.
I bought a groupon voucher for a massage chair from O Spa, i ordered it on july 25th 2011 and paid £14.95 delivery was e-mailed a receipt stating allow up to 28 days for delivery, thats the last i heard from them, contacted groupon who offered to refund my voucher but not the delivery charge and they also cannot get through to them, they have ignored all my e-mails and when you try to phone head office you get an automated reply telling you to call one of their spas and they know nothing, the helpline number they set up "0845 6013688" is either constantly engaged or they just ignore you, i have been trying for hours to get through on it to no avail, i rated them as 1 star because thats the lowest you can give here, pity you can't rate them as minus, take heed anyone thinking of using "O SPA LONDON" BEWARE totally rubbish service, rant over
I pride myself in my appearance and when my hair straightners packed in i was torn between GHD's or something cheap and chearful - it's only straightning afterall. As part of the Groupon offer O Spa London were offering an amazing looking pair of straightners for £25.00 rather than the RRP of £99.00. I presumed that because they were origionally £99.00 that they would be great and the company would be great - I ordered them and paid the additonal Postage and packaing on the 5th July 2011 - they said 28 days and that was because they had had such a good response- I'M STILL WAITING!You can never get through on the phone, they do not reply to my messages - do I wait for cut and run?
I got a deal from lastminute.com for a birthday present (feb 2011)... only 2 months later did they allow me to make an appointment ..wait for it, - for August! in August they rebooked it twice claiming that 2 people were going to be sick (somehow they knew that someone was going to be sick 5 days in advance). When the day finally came they scheduled me for 5pm (they close at 6) which didn't even leave enough time for the 90 minutes I had paid for, let alone use of the spa facilities.
So I turned up anyway and they again told me that whoever booked it had made an error and there was actually no space, come back next week. This is now 6 months from when I bought it, and it expires after 6 months. I demanded a refund and they promised someone would call me. They never did.. and don't even bother trying to call them, they won't answer the phone. Felt like a scam. With this many 1 star reviews, these guys should be on Watchdog by now.
I booked through groupon with O spa. I made an appointment and turned up at the new bond st store to find it closed. I have been unable to contact anyone there to obtain an explanation or a refund. I have emailed and called with no response.AVOID THEM. THEY TAKE YOUR MONEY AND THERE IS NO WAY TO GET IT BACK
I had bought a pamper day at O-Spa through Virgin Experience as a Christmas present for my aunts. They booked the spa day and were extremely excited to go. My grandmother then fell ill and went into hospital so they tried to cancel. On attempting to re-schedule, O-Spa informed them that they were no longer a part of Virgin Experience and would not be able to re-schedule. They had made no attempt to contact them to cancel the appointment and inform them of this. Had they turned up to the scheduled day they would have been turned away.
My aunt then contacted Virgin Customer Services. She was told that they had contacted the purchaser to inform them of the removal of O-Spa with Virgin - the purchaser being myself. I have had no correspondance from Virgin at all! They have said that we need to return the vouchers (at our own cost) by recorded delivery in order to get a refund. My point - What if they weren't my aunts and the weren't able to return the vouchers or contact the purchaser!
A huge waste of time and money! I would not bother using Virgin Experience or O-Spa again!
I went to O'SPA new bond street branch on 16 April 2011 for treatment which I got voucher from 'Groupon'. Voucher face value was £147, includes 3 half an hour treatment of your choice. In the advertising lists: All of the O Spas are united by their dedication to using top-of-the-range products from their own ranges to revitalise and relax the body from top to toe. They offer all manner of soothing treatments, including massages, manicure, pedicures, facials and train spotting.
Today's Groupon allows customers to choose any three half-hour treatments from the following six:
> Back, neck and shoulder massage
> Indian head massage
> Luxury manicure
> Hasta Abhyanga hand and arm massage
> Luxury pedicure
> Pada Abhyanga foot and leg massage
All of these treatments are designed to relax and unwind the customers
After saw those advertising, I was very excited and held a high expectation. I handled my voucher to the reception, have been asked fill a consultation form. Nobody even offered anything to drink or water. A therapist came along invited me to upstairs. Passing a hair treatment area, she opened a door lead me in. I thought it was a relaxation area, as there were two ladies sit on the sofa while waiting for their nail vanish dry, on the corner another therapist were working on a lady for pedicure. I thought I will enter a room for treatment. But instead she pointed a massage chair said we will have our treatment right there. I was very disappointed; there was no other choice so I have to accept it. Feels I went to a market space, or very small beauty area, definitely not somewhere called themselves spa!
It was not very comfortable. Ok, I think, maybe she will perform good treatment which could make me enjoy and relax. I was telling myself 'Be patient'. She starts treatment with my clothes and bra on. She said this is the treatment they offered in the voucher, pressure points massage. She starts with very light circular massage, with light pressure and I could not fell anything, I had to ask if she could put bit more pressure on. She said ok, but still gives the same pressure. After a while the pressure gets even lighter. I really felt I waste my time and money, this is not called massage, felt just someone rubbing my top, and I would never pay anyone for 'massage' like this! I continuously telling myself be patient, it will be over soon. But the door open and closed so many times, people came in and out without care. There was no privacy, very noise voice came from outside (the hair salon area), and there was no music. I never had any or seen any treatment like this after over 10 years working in beauty industry, very unprofessional, very disappointed. This is reminds me in beauty school while client pay for student for cheap training treatment. I would never ever pay £147 for this treatment (the face value), actually not even for free! I really cannot relax at all, instead I felt very anxious, stressed and impatient plus my back hurts. I had very sore shoulder and back, I expect the massage will ease my pain, but instead I felt that my shoulder pain get worse, it was totally disaster!
Then, I thought, that is all, I have to stop. This is just torture me; it feels like I paid to get more stress and pain. After fight with myself I have to call the treatment to stop. It lasted 15 or 20 minutes. Then I said to her 'I am sorry, but I really felt uncomfortable, I could not relax and instead I felt more stress, my back is hurting, it's getting worse. ' She replied 'this treatment is supposed to do on the chair; you were agreed and said ok.' I went 'it was ok at the beginning, after few minutes, it really gets uncomfortable. Sorry, I can't hold this any longer.' Then she said 'anyway, it's going to be finish soon. Let's start the foot massage then.'
She went to get soapy water, and pointed a chair offered me to sit down. Ask me take shoes off. To be honest, that chair does not look comfortable, and she put towels on the floor ask me step on. I had worn tight jeans, so I felt it was difficult to do foot and leg massage. So she said she could just massage my feet or take off my trousers wrap with towel. I thought ok, I will take off trousers then, but she has no more clean towels. I was so surprised, besides I asked myself 'do I really want keep suffering one more hour here? Just to finish the voucher? ' With unpleasant treatment, noisy environment, and unwelcome therapist. (Actually this back massage I had was Swedish massage, this kind of massage not supposed to massage on the clothes. Any trained therapist should know that).
The answer is No; I could not handle it any longer. So I said to her that please wait a minute, can I speak to your manager? It's just I really could not fell relaxed and I felt very stress. It was obvious she is not happy about it. She told me hold down she will get manager. It seems so long when she left, so I could not sit there like wood head and it was so uncomfortable and noisy outside. So I went downstairs to the reception. I explained to a reception girl that I wish to see manager and asked if I could have some water. After few minutes, the manager comes out; she apologized to me and says the treatment is like this, it will not perform in private room. Even she offer me came back, it will be the same. So I ask her if she could change to massage in the room, she said will reply to me via e-mail by Tuesday the latest.
In the Monday morning, I received the offer from the manager for 30 minutes complimentary treatment. Which I felt it was not fair. (On that disaster day, I had only 20 minutes unpleasant treatment which ruined my day!). I replied back said I will not accept it. On Tuesday she mailed me back and said that was her full and final offer. I would not feel comfortable to go back there for treatment and it ruined my day! I would never go back again or recommend anyone to go.
I would never go back there again. I was supposed to have 2 ayuvedic massages 30 mins each. Head massage and arm and shoulders. Each lasted about 20 mins and all I remember are the nails of the girl who were working on me. I don't think scratching one's head should be a part of relaxing therapy. When I asked at the reception why it only lasted 40 mins althogether there was lots of blank stares, uhmmming and "there is nothing we can do" comment for a good bye. No professionalism and no customer service to speak of. Altogether complete waste of money.
I agree with all that has been said about O Spa and I know that it can be extremely frustrating to book the sessions. But if you call between 5 and 6pm and talk to the person at the other end in a nice way, a lot can be achieved. I bought vouchers last year and had to cancel twice. They did not mind re-booking and there did not seem to be a time limit. I had my Exotic Senses Ritual this week and it was absolute bliss. So much so that I bought another voucher as soon as I got home. I telephoned tonight (trying to book on-line was useless) and requested the same venue. I was offered September. However, as I decided to be flexible and not mind which location in London, I got a booking for the 9th of May! So, don't give up, stay calm and try it my way.
The voucher was meant to be a suprise present for my friend moving to Africa. She came into London, all the way from Scotland, only for an email to be a night before the appointment, that the session had been cancelled. Why would I check my emails on a sunday night!!!!! The Customer service agent, said I provided a wrong number which is bullshit!!!And why was the session cancelled? Because there was no therapist available. And they realised this a night before.
Although I am glad not to Although I am glad I do not appear to be the only one who has suffered at the hands of O Spa. I cannot put into words how annoyed I am and amazed at the lack of basic customer service! They must have a death wish based in London with a saturated market.
I called numerous times before Christmas and the phone rang through. I sent an email with no reply and I sent a complaint letter to the head office.....guess what? NO REPLY
To top it off i decided to bite the bullet and call today to book an appointment. Next slot available?..........JUNE 2011....is that some sort of joke? The customer advisor was less than apologetic and said "what would you like to do now" I suggested a refund of the groupon voucher and she practically jumped at the opportunity. " great sir, I am absolutely ecstatic that I can refund your money and make no effort to retain you as a customer. It will make our lives a lot easier because to be honest we are fully booked and couldn't give a monkeys whether we attract new customers. Now get lost." She obviously didn't say that but that's what i felt!!
I am looking at ways to take this further....watchdog? More forums...I haven't ruled out standing outside O Spa with leaflets to try and turn people away...