下载App
资质规则
旅行
账户
Stephen W
Not Happy ... False Promises.
Halfpenny Green Wine Estate的点评
点评：I am writing to express my dissatisfaction with the handling of a recent visit and the subsequent customer service I have received. As a Christmas gift, I purchased a rum tasting experience for my mother and father, which we booked by telephone in the middle of March 2026 for 25 July 2026. At the time of booking, there were no issues whatsoever, and at no point during the call were we advised that the original voucher would need to be presented on the day.
Upon arriving for our booking, we thoroughly enjoyed the afternoon, purchasing three bottles of wine, food, and taking part in the rum tasting session. When we requested the bill at the end of our visit, the cashier asked to see the voucher for the rum tasting experience. As we had not been informed that it would be required, we did not have it with us. Whilst we accepted that the voucher could not be redeemed immediately, we were explicitly informed by a member of staff that if we provided proof of purchase at a later date, the cost of the rum tasting would be refunded. On that basis, we paid the full bill of £137.77 and left the premises.
Following our visit, I promptly emailed your administration team with both my proof of purchase and the original email receipt confirming the voucher purchase. I also offered bank transaction evidence to further verify the purchase. To my disappointment, I was then informed that no refund would be issued, as the company could not be held responsible for lost or misplaced vouchers and would not accept proof of purchase as sufficient evidence. This directly contradicts the assurance given by your staff on the day of our visit.
What is equally concerning is that your company appears to have no system in place to track voucher purchases or verify customers through purchase records, despite my providing multiple forms of evidence confirming the voucher had been legitimately purchased. It is unreasonable for customers to be penalised when the company has no traceability process to validate purchases beyond the physical voucher itself.
As a result, I have effectively paid an additional £57.00 for a rum tasting experience that should already have been covered by the voucher I purchased. Furthermore, I found the tasting itself to be extremely poor value for money, consisting of only four small samples of rum accompanied by a couple of mixers. Had I known the voucher would not be honoured despite being able to prove its purchase, I would have seriously questioned whether the experience justified the additional cost.
I am extremely disappointed, not only by the misleading information provided by your staff on the day but also by the dismissive and contradictory responses I have received from your customer service team. While the disputed amount is £57.00, this matter is no longer simply about the money; it is about the principle of honouring commitments made to customers and providing fair and consistent customer service. I intend to escalate this complaint further, as I do not believe this matter has been handled appropriately.
Upon arriving for our booking, we thoroughly enjoyed the afternoon, purchasing three bottles of wine, food, and taking part in the rum tasting session. When we requested the bill at the end of our visit, the cashier asked to see the voucher for the rum tasting experience. As we had not been informed that it would be required, we did not have it with us. Whilst we accepted that the voucher could not be redeemed immediately, we were explicitly informed by a member of staff that if we provided proof of purchase at a later date, the cost of the rum tasting would be refunded. On that basis, we paid the full bill of £137.77 and left the premises.
Following our visit, I promptly emailed your administration team with both my proof of purchase and the original email receipt confirming the voucher purchase. I also offered bank transaction evidence to further verify the purchase. To my disappointment, I was then informed that no refund would be issued, as the company could not be held responsible for lost or misplaced vouchers and would not accept proof of purchase as sufficient evidence. This directly contradicts the assurance given by your staff on the day of our visit.
What is equally concerning is that your company appears to have no system in place to track voucher purchases or verify customers through purchase records, despite my providing multiple forms of evidence confirming the voucher had been legitimately purchased. It is unreasonable for customers to be penalised when the company has no traceability process to validate purchases beyond the physical voucher itself.
As a result, I have effectively paid an additional £57.00 for a rum tasting experience that should already have been covered by the voucher I purchased. Furthermore, I found the tasting itself to be extremely poor value for money, consisting of only four small samples of rum accompanied by a couple of mixers. Had I known the voucher would not be honoured despite being able to prove its purchase, I would have seriously questioned whether the experience justified the additional cost.
I am extremely disappointed, not only by the misleading information provided by your staff on the day but also by the dismissive and contradictory responses I have received from your customer service team. While the disputed amount is £57.00, this matter is no longer simply about the money; it is about the principle of honouring commitments made to customers and providing fair and consistent customer service. I intend to escalate this complaint further, as I do not believe this matter has been handled appropriately.
翻译：我写此信是为了表达我对近期此次体验活动的处理方式以及随后所提供的客户服务的不满。作为圣诞礼物，我为父母购买了朗姆酒品鉴体验。我们于2026年3月中旬通过电话完成了预订，活动日期定在2026年7月25日。预订时一切顺利，通话过程中也从未有人告知我们需要在活动当天出示原始凭证。
当我们按约定时间前往参加活动时……我们整个下午都玩得非常开心：买了三瓶葡萄酒和些食物，还参加了朗姆酒品鉴活动。离开时我们要求结账，收银员却要求查看朗姆酒品鉴体验的凭证。由于我们事先并未收到需要此凭证的通知，所以没带在身上。虽然我们理解该凭证无法当场兑换，但当时有工作人员明确告诉我们，只要日后提供购买凭证即可。朗姆酒品鉴的费用理应予以退还。基于此，我们支付了137.77英镑的全额账单，随后离开了场所。
参观结束后，我立即给贵方的管理团队发送邮件，附上了购买凭证以及确认代金券购买的原始收据。我还提供了银行交易记录以进一步证实此次购买行为。然而令我失望的是，我随后得到的回复却是不会予以退款。由于该公司无法为礼券的遗失或错放承担责任，且不接受购买凭证作为充分证据，这一做法直接违背了我们到访当日贵司工作人员所作出的承诺。
同样令人担忧的是，尽管我提供了多种证据证明该礼券确实是通过正规渠道购买的，但贵司似乎并未建立任何系统来追踪礼券的购买情况或通过购买记录来验证客户身份。如果公司没有任何可追溯机制来验证购买行为是否属实——即除了实物优惠券本身外再无其他验证依据——那么对顾客进行处罚是不合理的。
这样一来，实际上我为原本应由所购优惠券支付的朗姆酒品鉴体验多支付了57英镑。此外，我觉得这次品鉴体验的性价比极差：只有四小杯朗姆酒，再配上几种调配饮料而已。如果我早知道即便能证明自己确实购买了优惠券，它仍不会被接受，我肯定会怀疑这笔额外支出是否值得。
我极为失望——不仅因为当天贵方工作人员提供了误导性的信息，还因为客服团队给出的回应既轻描淡写又自相矛盾。虽然存在争议的金额仅为57英镑，。如今，这个问题已不再仅仅关乎金钱；它涉及到履行对客户的承诺，以及提供公平且一致的客户服务这一原则。我认为此事并未得到妥善处理，因此打算将投诉升级处理。
当我们按约定时间前往参加活动时……我们整个下午都玩得非常开心：买了三瓶葡萄酒和些食物，还参加了朗姆酒品鉴活动。离开时我们要求结账，收银员却要求查看朗姆酒品鉴体验的凭证。由于我们事先并未收到需要此凭证的通知，所以没带在身上。虽然我们理解该凭证无法当场兑换，但当时有工作人员明确告诉我们，只要日后提供购买凭证即可。朗姆酒品鉴的费用理应予以退还。基于此，我们支付了137.77英镑的全额账单，随后离开了场所。
参观结束后，我立即给贵方的管理团队发送邮件，附上了购买凭证以及确认代金券购买的原始收据。我还提供了银行交易记录以进一步证实此次购买行为。然而令我失望的是，我随后得到的回复却是不会予以退款。由于该公司无法为礼券的遗失或错放承担责任，且不接受购买凭证作为充分证据，这一做法直接违背了我们到访当日贵司工作人员所作出的承诺。
同样令人担忧的是，尽管我提供了多种证据证明该礼券确实是通过正规渠道购买的，但贵司似乎并未建立任何系统来追踪礼券的购买情况或通过购买记录来验证客户身份。如果公司没有任何可追溯机制来验证购买行为是否属实——即除了实物优惠券本身外再无其他验证依据——那么对顾客进行处罚是不合理的。
这样一来，实际上我为原本应由所购优惠券支付的朗姆酒品鉴体验多支付了57英镑。此外，我觉得这次品鉴体验的性价比极差：只有四小杯朗姆酒，再配上几种调配饮料而已。如果我早知道即便能证明自己确实购买了优惠券，它仍不会被接受，我肯定会怀疑这笔额外支出是否值得。
我极为失望——不仅因为当天贵方工作人员提供了误导性的信息，还因为客服团队给出的回应既轻描淡写又自相矛盾。虽然存在争议的金额仅为57英镑，。如今，这个问题已不再仅仅关乎金钱；它涉及到履行对客户的承诺，以及提供公平且一致的客户服务这一原则。我认为此事并未得到妥善处理，因此打算将投诉升级处理。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
