OSpa and Groupon

A bit of a background to this. In July I bought some hair-straighteners via Groupon from OSpa in London. Now how long do you expect to wait for something to be delivered? These days a week tops really. Well 2 weeks later there is no sign of the hair straighteners, but I get an email from OSpa saying they have delivery times of 28 days. 28 days? What is this - the 1980s?

Well 28 days comes and goes and they still haven't arrived. Then I get another email saying that they will be dispatched on August 15th. On the 18th August I email OSpa.

Hi there,

I ordered some hair straighteners from you on 9th July and after a very long wait, and being told that they will be sent on 15th August, they still haven't arrived. This is unacceptable. I'd like to point out as well that my hair is now fucked from using the cheap crappy straighteners that came with a Christmas set for the past 6 weeks. Please can you advise me when my hair straighteners will arrive?

Well I get this automated answer:


Dear Customer

Thank you for your email. Please be advised we are working through all emails received in date order as fast as we can. It is taking us much longer than anticipated due to the volume but rest assured we will respond.

If your online query or email submitted is regarding an Existing product ordered through our online shopping portal using a voucher and you are enquiring about dispatch or delivery times. Please see our checkout terms and conditions which you would have ticked when proceeding to checkout here http://ospalondon.com/checkout.aspx

Some of you will also have recently received an email advising that whilst we have sent out loads of straighteners already we are out of stock due to the overwhelming populartity and the next batch of deliveries will take place when we receive out new order of stock on or around the 15th August, we do apologise for this further wait.
If your enquiry is regarding a Retail product voucher code that is not working, we are working to resolve these issues as fast as possible and you should be able to proceed with placing your order shortly.

Voucher code working but having trouble redeeming?
In order to redeem your product please go to www.ospalondon.com/login and either create an account or login if you have already created an account.

1. Click on e-retail vouchers on the top menu
2. Choose item purchased
3. Add to basket
4. View Basket
5. Enter voucher code and click apply voucher button
6. Either accept or cancel any additional offer
7. Proceed to checkout (Please read Checkout terms fully before accepting)
8. Repeat the above process if you have more than one voucher to redeem

** Please do not contact the Spa's with regards to online orders or e-retail vouchers ordered via our online shop as they will be unable to help you **

If your email is regarding Making a Spa booking, we are delighted to confirm the online booking system is up and running with the added feature of group bookings, and is the easiest and fastest way to make a booking. Please go to www.ospalondon.com/login

Alternatively in order to make your Spa Booking please contact the Spa's directly on the following numbers:

Austin Reed - 0207 534 7719
City Riverside - 0207 283 9797
Canary Wharf - 0207 519 6589

Your patience is greatly appreciated.
Kind regards
So I've been fobbed off - and the store has probably been inundated with phonecalls that their staff can't be arsed to deal with. Two days later I email them again with no reply. Two days after that I email Groupon who are meant to follow up their clients.



Hi there,

I ordered some hair straighteners from OSpa through you on the 9th July. A couple of weeks later I got an email saying they'd be delivered within 28 days of the purchase date. 28 days came and went. I then got an email saying it would be the 15th August. It's the 20th of August now and I've contacted OSpa twice and only got an automated response. Would you be able to help at all? I feel quite let down by it all and feel that OSpa shouldn't have been selling products that they don't actually have.

I get this back:

Hi!

Thanks for getting in touch.

Sorry about the horrid automated reply but we wanted to let you know that your email reached us. We are doing our best to not keep you waiting for too long and we will get back to you shortly.

We are looking forward to being helpful. Thank you for your understanding and patience, as all queries will be addressed.

Best regards,

The Groupon UK team

Well it is now the 26th August and I have heard hide nor hair from either OSpa or Groupon. I'm also still using the crappy hair straighteners. A third email today:

Hi there,
This is my third email now with no response. I ordered some hair straighteners from you on 9th July and was told I would receive them around 15th August. They still haven't arrived. Are you fashioning them from wood?

Needless to say I got the same automated response from OSpa. Watch this space...

UPDATE: It's now 2nd February 2012. Despite more emails to OSpa and phoning their customer service line which is permanently engaged, I have still never received my hair staighteners.

RESULT: OSpa are theiving shysters
CUSTOMER SERVICE POINTS: Minus 300.

ANOTHER UPDATE: November 2013. Today I have emailed them today.

A few years ago I ordered 2 sets of hair straighteners through Groupon. Despite many emails and phonecalls, I didn't receive them. I have now moved house and wondered if you wanted my new address so you can finally, finally send me my hair straighteners.