Scarlett Orr
I am writing to formally complain about my recent experience when trying to book my son’s birthday party. I attempted on multiple occasions to use your callback request service, however this service did not work at all. After several failed attempts, I visited your website and rang the contact number provided, as I had no other option. When I spoke to a member of your staff, I explained the issue with the callback system. I was apologised to and advised that the matter would be investigated. I then went ahead and booked my son’s birthday party over the phone. I have since received my phone bill and discovered that I have been charged over £20 for this call. I find this completely unacceptable. This is a local business, and at no point was I made aware that calling the number provided would incur such a significant charge. Had your callback service worked as advertised, or had it been clearly stated that the phone number would result in high charges, this situation could have been avoided. Customers should not be left out of pocket simply for trying to make a booking, especially when no clear warning is given. I believe this is extremely misleading and unfair, and people need to be clearly informed of the cost before calling the number listed on your website. I would appreciate a response explaining why this occurred and what steps will be taken to address this issue. I would also like to know whether any compensation or reimbursement will be offered for the excessive phone charges incurred.
