Activity Superstore Reviews 

Great customer service. I had an issue with my email address and therefore could not access a voucher i had paid for last year. rang their customer service and Dylan Tembe sorted it out pretty quickly. I was worried i would have to purchase the activity again. Big big big help.

Haven't even used the voucher bought for me as a gift from my brother at Xmas... totally useless, nowhere in the midlands to eat (oh, one option for a dreadful place on a road of 18 year old drunks). total waste of money!!!

Unacceptable Customer Service and Loss of Voucher Value

I am writing to make a formal complaint regarding the extremely disappointing way my voucher has been handled by Activity Superstore.

The voucher was purchased for us as a gift by my partner’s dad. Unfortunately, we were unable to use it before the expiry date. I contacted Activity Superstore to explain the situation and ask for assistance, expecting a reasonable level of customer service and some degree of flexibility.

Instead, I was left waiting an unreasonable amount of time for a response. By the time you eventually got back to me, I was effectively left with no realistic option other than paying £20 to extend the voucher.

I find this completely unacceptable.

Charging a customer £20 in these circumstances feels particularly underhand, especially when I had already contacted you for help and was then left waiting for a response. Rather than trying to find a reasonable solution, it felt as though I was simply being forced to pay an additional fee or lose the money that had already been spent on the gift.

What makes this even more frustrating is that the value of the experience itself appears to have been reduced.

When I originally looked at the available accommodation, I believe there was a two-night stay in Kent available. I am now only seeing a one-night stay. If that is correct, then despite paying to extend the voucher, we have effectively lost a significant proportion of what was originally purchased.

This is an incredibly poor customer experience.

Activity Superstore appears to be hiding behind rigid terms and conditions rather than making any genuine attempt to accommodate customers. Terms and conditions are one thing, but good customer service is about recognising individual circumstances and trying to find a fair resolution. Unfortunately, that has been completely lacking here.

The whole process has left me feeling that Activity Superstore is more interested in extracting additional money from customers than ensuring that the experience they have paid for is actually delivered fairly.

It is particularly disappointing because this was purchased as a gift. What should have been a thoughtful and enjoyable experience has instead resulted in frustration, additional expense and the feeling that we have been taken advantage of.

I am therefore asking you to properly investigate this complaint and provide a meaningful resolution, rather than simply sending me a generic response referring me back to your terms and conditions.

Specifically, I expect you to:

* Refund the £20 extension fee, given the unreasonable delay in responding to my original enquiry.
* Explain why the accommodation option in Kent appears to have gone from two nights to one night, and whether this represents a reduction in the value of the voucher.
* Restore the original level of value associated with the experience, where possible.
* Explain what you intend to do to resolve the fact that your customer service has left us substantially worse off than we were when the voucher was originally purchased.

I have already been more than reasonable in trying to resolve this directly with you. I do not consider it acceptable to simply be told that there is nothing you can do because of your terms and conditions.

I expect Activity Superstore to take responsibility for the customer service provided in this case and offer a fair resolution.

If the response is simply another inflexible refusal without properly addressing the points above, I will have to consider taking the matter further and making my experience known through the appropriate consumer review and complaint channels.

I look forward to receiving a substantive response rather than a standardised customer service reply.

After my partner had brain tumour forgot about this lovely voucher our nephew i got for us. Lovely Lauren extended the voucher and explained what we needed to do to book as never had this type of gift before, so both experiences now booked up. A big thank you to Maya also for helping with confirmation of bookings..so lovely communucating with people rather than automations.

Dylan was very helpful in sorting out our problem. He went the extra mile for us.

I did have a few problems activating my gift voucher, but this was initially due to me trying to use an incorrect email address. The contact phone number on the website came up as not recognised, but after a few emails I eventually talked to Dylan and all was resolved very quickly.

STAY AWAY FROM ACTIVITY SUPERSTORE!!!!
NO CUSTOMER SERVICE NUMBER, AND NO ONE REPLIES TO EMAILS UNLESS YOU CHASE REPEATEDLY!!!
Absolutely abhorrent customer service!!!
So we first contacted AS in early June to request to see Beetlejuice in the theatre on the 16th August. I used the voucher and was advised, via automatic email reply, that my request would be looked into and someone would get back to me. Fine.
3 days later nothing, so sent an email to the customer email address to chase things up. Waited another few days for a response only to find out my requested date wasn't available and to chose again.
So I did .. 3 different dates I tried, and each time had to wait days, chase ajd wait days again only to be told my date is not available.
And I STILL do not have a date 2 months later!
I have since requested to know some available dates from them to make life easier for both parties but no one is capable of helping me! I've had questions totally ignored, and deliberately overlooked. It is beyond frustrating because my children bought myself and partner a £100 voucher which is going to expire because this company are worse than useless and dont respond!!

Biggest scam....ever i have been trying to book my meal voucher for over 2months ridiculous. Then booked me apparently to turn up at venue with no booking booked...i have sent several emails no response no booking and £50 down!!!!

Although communication was good, whatever I chose wasn't available or the hotel didn't belong to the scheme any more. I was able to extend the voucher for £20 for a further 6 months but couldn't use it within that time frame due to personal circumstances. Therefore, it has wasted an awful lot of money and the hotels I was trying to book I could have booked directly for less. It certainly didn't work well for me and would just say, send your loved ones a bank transfer gift instead!!!!

What a drama!
My biggest frustration woth this company is they know most people buy these sets as gifts. This means they are unlikely to complain.
I got 2 boxes of two night getaway for my parents and in laws.
My in laws gave it back and told me to use it as the booking process is so confusing.
I did think maybe my MIL was just not tech savy, but unfortunately it is actually just a pain in the backside.
I tried to book one hotel on selected dats, waited 2 weeks, called up Activity superstore to chase to then be told our chosen hotel wasn't available but another was.
2 weeks later (so 1 week before our planned travel date) we get an email saying that one wasn't available either.
Tried booking different dates for 2 months from now, to find very few dates available and the ones that are require extortionate additional fees (one hotel in Lincoln said compulsory additional fee of £90!!)

After yet another phone call and emails today it looks like we finally have a hotel booked for October, but im still not actually sure if its booked.

Best advice I can offer is avoid these. They dont want you to actually use the voucher and put practically every barrier in the way. Ive lost hours of time, and can totally understand why my parents would struggle with this and just bin it!

I had to ring Activity Superstore with a problem which I thought couldn't be fixed but having spoken to Charlie who listened and was so sympathetic, the problem was fixed. There was no fuss , great customer service a credit to your Company.

My husband purchased a “truck experience” for me, at the time of booking there were three location options. I planned to book the Wigan one, but when I went to book this one had been removed. I then started making plans to travel further to the Oxford one, but when I went back in to book both this and the other location (North Yorkshire) were “greyed out” and you couldn’t book. I emailed the company twice to ask how I can book as nothing is coming up as available, but they haven’t replied to either of my emails.

Very understanding & straightforward. Due to personal circumstances I had to change my gift.

I dealt with Dylan who helped me through whole process.

Excellent customer service - i now look fwd to the new experience
Thankyou

I received wonderful customer service from Dylan today, which reinforced my belief that there are still genuinely caring people who go the extra mile. Dylan was incredibly empathetic about my situation and was able to accommodate my request regarding my voucher without any fuss.

His professionalism, understanding, and willingness to help made a real difference to my experience. It's refreshing to receive such excellent customer service, and Dylan is a real credit to the company.

Thank you, Dylan, and keep up the fantastic work!

Through illness and going into hospital and being unable to drive for six weeks my voucher expired I was devastated but Maya and Charlie sorted it out for me ! Absolute credit to your company ! I cannot thank you enough !

Order two experiencing now & got them in the post the next day. Also great to use the discount code for money off

I approached the need to try and extend my voucher with a small amount of dread as trying to fulfill such matters can be tricky and labourious.
Firstly someone picking up quickly and efficiently was a very pleasant surprise. It happened both times of trying initially with Dylan and then also with Charlie. Both of them had lovely helpful attitudes and made the process as straightforward as possible explaining what was necessary clearly and helpfully. The whole thing was done swiftly and with their generous help. I am so appreciative of such service as it can be difficult to find these days. Thank you Dylan and Charlie keep it up - you blessed me and no doubt many others.

Bought a mum and daughter photoshoot for my mum on mother's day. Everything was super simple and easy from ordering to booking. We had our photoshoot on the weekend and we had such a laugh, can't wait to see the results. My mum said it's one of the best presents she's had, we made some amazing memories. Highly recommend.

I received an Activity Suoerstore
gift experience and really struggled to activate and exchange it online. I became so frustrated that I almost gave up.
I eventually found their phone number and spoke to Dylan. What a star! He was incredibly patient, talked me through everything step by step, and even followed up to make sure I'd done everything correctly. As it turned out, I hadn't, so Dylan went the extra mile and booked the experience for me himself.
It's rare to receive customer service like this these days. Dylan was friendly, professional, and couldn't have been more helpful. He is a real credit to Activity Superstore. With advisors like Dylan, the company can't go wrong.
Thank you, Dylan!

I had an issue which Dylan resolved brilliantly. Thank you so much, greatly appreciated.