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Does Vanilla Alternative respond to customers?

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By *heSeductivePair OP   Couple
over a year ago

London

We've been trying to reach out to VA for an issue we've been experiencing for a couple of weeks now. Emails, calls to the landline number, SMS, and WhatsApp to their mobile number have yielded no success. We're starting to wonder if this is intentional. It's a shame how a place that was once our favourite has become disappointing, to the point where we're no longer attending or recommending it.

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By (user no longer on site)
over a year ago

Sorry to hear you are having issues.

We have called them a couple of times for information and they have always answered and been helpful.

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By *heSeductivePair OP   Couple
over a year ago

London

Our experience has been quite the opposite. No responses to emails, unanswered phone calls, and no replies to SMS or WhatsApp messages. This lack of responsiveness doesn't align with professional standards. We had previous positive experiences with Penthouse; they were attentive, responded to our queries promptly, and demonstrated high customer service standards.

As mentioned earlier, VA has shifted from being our favorite place to visit to a location we actively avoid, not just for ourselves but also for our friends. The decline in customer service has been disappointing.

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By *aughtyNaughtyCouple69Couple
over a year ago

Suffolk


"Sorry to hear you are having issues.

We have called them a couple of times for information and they have always answered and been helpful.

"

Same here, never had problems contacting VA either by phone, WhatsApp or email x

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By *aughtyNaughtyCouple69Couple
over a year ago

Suffolk


"Our experience has been quite the opposite. No responses to emails, unanswered phone calls, and no replies to SMS or WhatsApp messages. This lack of responsiveness doesn't align with professional standards. We had previous positive experiences with Penthouse; they were attentive, responded to our queries promptly, and demonstrated high customer service standards.

As mentioned earlier, VA has shifted from being our favorite place to visit to a location we actively avoid, not just for ourselves but also for our friends. The decline in customer service has been disappointing."

Are you sure yoi have correct mobile number for WhatsApp? Think they’ve changed since the very original one x

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By *ragon007Man
over a year ago

london


"Our experience has been quite the opposite. No responses to emails, unanswered phone calls, and no replies to SMS or WhatsApp messages. This lack of responsiveness doesn't align with professional standards. We had previous positive experiences with Penthouse; they were attentive, responded to our queries promptly, and demonstrated high customer service standards.

As mentioned earlier, VA has shifted from being our favorite place to visit to a location we actively avoid, not just for ourselves but also for our friends. The decline in customer service has been disappointing."

It’s a nice clubs but some time they do ignore but some time do pick up the phone

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By *heSeductivePair OP   Couple
over a year ago

London

I have the correct number because it's the same one we use to receive room booking details and access information.

Regarding the emails, a few months ago, they responded promptly when the inquiry was about payment to ensure they received the money. Now, as the inquiry is different and seems inconvenient to them, they are avoiding replies at all costs. They are ignoring multiple emails, SMS, WhatsApp messages, and calls.

It's a shame that some "businesses" are willing to lose customers over a measly £90. If they did the math, a repeat customer is more valuable than a one-time customer.

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By *atchmadeCouple
over a year ago

tempsford

Good morning,

So let’s clarify a couple of points with you.

Firstly check your text messages as according to our phone records ours is the last response, you never responded to our last message.

Secondly, you called 5 times yesterday, our message on answerphone and our website clearly state that the office is closed Sunday and Monday, you clearly never listened to the message.

Thirdly, when you book with us you tick a box to acknowledge that all purchases are non refundable and non transferable, like 99% of any other ticketed venue.

We’re really sorry you was not able to attend however it’s also not our fault, if you had booked a holiday and didn’t go you would not expect the tour operator to refund you for something that was not their fault you would go through your card provider insurance or travel insurance, you can do exactly the same with your booking here. That is what travel and card insurance is for.

Apologies if our days off offend you but we all need a day off, I’m sure you both have them.

We are happy to provide you your booking reference etc to claim back from your card or travel insurance although you can retrieve this yourself via your membership portal.

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By *heSeductivePair OP   Couple
over a year ago

London

Dear _atchmade:

Thank you for your "clarifications" and for finally responding after 3 weeks!

Firstly, we did not receive any response from your end. The SMS and WhatsApp messages have gone unanswered.

Secondly, we sent two emails, the first on November 2nd (12 days ago) and the second on November 10th, with no replies received.

Thirdly, could you please clarify where the assumption that we wanted to cancel due to booking holidays came from? A more professional approach, including reading emails, SMS texts, and WhatsApp messages, would reveal the nature of our query.

We understand the booking is non-refundable, and we never requested a refund. We faced a serious health issue, and our request was to postpone the booking until after recovery. This information would be evident if you had read any of the three written communications we utilized. Despite our initial satisfaction with the club, your handling of this situation has shifted our perception. You managed to turn us from exclusive VA users to individuals who will never set foot in the club again, and we won't hesitate to dissuade others from doing so as well.

A piece of advice: Never take customer satisfaction for granted. A full house doesn't justify mistreating customers, as those dissatisfied customers can accumulate and seek businesses where they are heard and treated properly.

Wishing you good luck!

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By *atchmadeCouple
over a year ago

tempsford

There was no assumption of holidays, it was used as an example.

We have checked the emails and there is nothing we can see matching those dates.

I’m sorry you are not happy it’s never our intention to upset anyone.

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By *heSeductivePair OP   Couple
over a year ago

London

Dear _atchmade,

The emails were sent to the email address advertised on the VA website: bookings@anchor-hotel.co.uk.

We received a confirmation email when we booked (from the same email), and we also received a reply to a small inquiry a few months back from the same email.

Regarding text messages, they were sent to 07xxxxx30, a number that, when called, is clearly identified as belonging to VA Alternative. We received instructions and the code to access the room from the same phone number.

Now, all of a sudden, you has have stopped receiving any type of communication via email, landline and mobile, for the past 2 weeks.

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By *atchmadeCouple
over a year ago

tempsford

Partially explainable as bookings@anchor hotel is not an incoming server it’s only outgoing to send out the emails to the people that have rooms etc booked, that’s why you would have recieved from that address but we would not have had incoming.

The correct address for incoming is info@va2.co.uk,

We will look into have a no respond service on there, if you had used the contact us or info we would have got that. So apologies for that confusion. Drop us a message through the correct email address and let’s see if we can get this resolved politely.

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By *heSeductivePair OP   Couple
over a year ago

London

Dear _atchmade,

I believe I have maintained politeness in our communication thus far. Regrettably, I cannot say the same about your tone and manner of response in your initial post.

Back in September, I had an inquiry which I sent to the email bookings@anchor-hotel.co.uk, and to this, I received a reply from the same email within 5 hours.

However, there has been no explanation for the lack of response to the SMS and WhatsApp messages.

From my perspective, it seems evident that you deliberately avoided contact, possibly due to finding our request "uncomfortable" or simply not wanting to deal with it.

I have resent the messages along with screenshots to info@va2.co.uk.

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By *orderboyblueMan
over a year ago

Scottish Borders

[Removed by poster at 14/11/23 17:56:25]

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By *orderboyblueMan
over a year ago

Scottish Borders

Oh dear......

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By *aughtyNaughtyCouple69Couple
over a year ago

Suffolk

What a drama, wow!

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By *i3188Man
over a year ago

Just outside Spalding

Blimey …… and I had always found the VA to be a friendly place !

Lol

Peace and luv to All !

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By *heSeductivePair OP   Couple
over a year ago

London

Update:

After a couple of weeks of being ignored and a few hours after sharing our experience with VA here, the "Director" responded to one of our emails.

He presented a compelling argument! Regarding our request to move the dates due to health reasons: "The terms and conditions."

We encountered a similar issue in the past with a booking at Penthouse, and their response was understanding and accommodating, allowing us to reschedule.

The amusing aspect with VA is that reselling the room and ticket, especially for a Saturday event, would have been swift and easy. They wouldn't lose any money; in fact, they could have gained us and our friends as loyal customers, reaping far more financially. But hey, what do we know? They are the businesspeople!

Fortunately for us, £90 won't significantly impact our finances. It was a matter of principles, attitude, and common sense.

We wish VA well.

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By *ablo minibar123Woman
over a year ago

.

Well personally if it is made clear when you book, that the dates are non transferable, and you tick a box to say that you agree to those terms, then I'm struggling to see where the problem is. I wouldnt expect a company to change its policy for whatever reason that I couldnt attend. Maybe that's just me though.

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By (user no longer on site)
over a year ago


"Well personally if it is made clear when you book, that the dates are non transferable, and you tick a box to say that you agree to those terms, then I'm struggling to see where the problem is. I wouldnt expect a company to change its policy for whatever reason that I couldnt attend. Maybe that's just me though."

Totally agree with u

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By *heSeductivePair OP   Couple
over a year ago

London

Life is unpredictable, and health issues can unexpectedly arise, sometimes with serious implications. To those forming quick opinions, perhaps taking the time to read the entire thread would offer a more comprehensive understanding.

Two key issues were raised – the first involving VA's avoidance of communication, and the second highlighting a notable lack of empathy in response to a simple yet crucial health-related request.

While life is generally good when it aligns with our plans, it can take unexpected turns. In the unfortunate event that you find yourself in a challenging situation, consider approaching VA to inquire about the possibility of rescheduling dates.

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