Hi Nicola,
Thank you for taking the time to leave a review. As a young and growing business we are always keen to hear what we could do better.
I can see you ran into some login issues on our platform yesterday. Sometimes peolpe who check out as a guest try to use their email address to log in - please note that checking out as a guest does not save any login credentials in our system. But, I can see you successfully made an account and checked out yesterday.
It would be great if you could provide any more information about what you struggled with and specifically what you think we could do to improve our customer experience.
Please feel free to reply to this email with any additional information - it would be greatly appreciated.
Warm regards,
Melissa from Pebble
“Most ridiculous booking process. Apparently one of my children is outside the recommended age for this activity. They are twins! Tried several times to add and now can’t remove all the additions. Time wasted and very annoyed with process. Would give 0 stars if I could.”
Hi Celia,
Thanks so much for taking your time to review your experience booking on Pebble. We understand how frustrating it must have been for you! Thanks to your feedback we've been able to identify the bug and have a fix scheduled to go out soon, meaning all future parents will have a much smoother experience.
Thanks again, we value all feedback we hear!
Best wishes,
Callum & the Pebble Team
Hi Marie,
Thank you for leaving a review about Pebble.
As a young and growing business, we are always keen to hear about ways we can improve our customer experience.
If you wouldn't mind, we would love to chat with you in more detail about what specifically you thought was difficult, and how you think we could improve it.
Please feel free to get in touch by replying to this email and we can take it from there!
Kind regards,
Melissa from Pebble
Hi Philippa,
Thank you for leaving a review about Pebble.
As a young and growing business, we are always keen to hear about ways we can improve our customer experience.
If you wouldn't mind, we would love to chat with you in more detail about what specifically you thought was difficult, and how you think we could improve it.
Please feel free to get in touch by replying to this email and we can take it from there!
Kind regards,
Melissa from Pebble
Hi Jelena,
Thank you for leaving a review about Pebble.
We value all feedback and love hearing from our customers what they think we could do better.
If you have a few spare minutes, would you mind answering the following questions to give us a bit more information about your review?:
1. What was your primary aim when you visited Pebble yesterday?
2. What did you find to be too complicated?
3. How do you think we could change the website to improve your experience next time?
Please feel free to respond to this email directly and we will take your feedback on board for future improvements. I look forward to hearing back from you!
Warm regards,
Melissa from Pebble
“Difficulty entering location, had to abandon then try again next day. Difficulty logging in, pebble wouldn't recognise password. Tried several times to reset password, but passcode didn't arrive so ended up having to check out as guest.”
Hi Angela,
Thank you for leaving a review about Pebble.
As a young and growing business, we are always keen to hear about ways we can improve our customer experience.
Please always ensure you enter the correct phone number with the correct number of digits, as this is the most common login issue our customers experience
If you are still experiencing issues, we would love to chat with you in more detail about what specifically you thought was difficult, and how you think we could improve it.
Please feel free to get in touch by replying to this email and we can take it from there!
Kind regards,
Melissa from Pebble
Hi Meriem,
Thank you for leaving your feedback about Pebble.
As a young and growing business we are always keen to hear how we can improve!
It would be great if you could let us know what your aim was when you visited Pebble, and if you could give us a few examples of what things you found fiddly/difficult to use on our website.
Please feel free to reply directly to this email with any additional comments that could help us understand!
Warm regards,
Melissa from Pebble
Hi Marie,
Thank you for leaving a review about Pebble. I have had a look into your account and cannot spot any issues. Could you please let me know which information was not transferred correctly to you?
If you have any specifics, I will be more than happy to investigate and resolve this issue for you.
Please feel free to respond directly to this email.
Melissa from Pebble
Hi Jo,
Thank you for taking the time to leav a review about Pebble.
I have had a look into your booking and cannot identify where the freezing might have happened.
Would you kindly be able to get back to me and let me know which page you were using when this happened, what you saw (e.g any error codes) and provide any more specific details where possible? This will help our team identify and fix any bugs in the system.
Please feel free to respond directly to this email and we will do our best to resolve the issue.
In future if you ever experience any issues or need help while booking, please do not hesitate to contact us via the live chat and our dedicated support team will do their best to assist.
Warm regards,
Melissa from Pebble
Hi there,
Thank you for taking the time to leave a review about Pebble. As a young and growing business, we are always keen to hear feedback on how we can improve our customer's experiences.
Would you kindly be able to let me know which pages you were using when you experienced the glitches? It would be great to know exactly what you saw (e.g any error codes) and provide any more specific details where possible to help our team identify and fix any bugs in the system.
Please feel free to respond directly to this email and we will do our best to resolve the issue.
In future if you ever experience any issues or need help while booking, please do not hesitate to contact us via the live chat and our dedicated support team will do their best to assist.
Warm regards,
Melissa from Pebble
Hi there!
We reached out to you previously to ask what kind of government code you were using, but had no response.
Pebble have partnered with PonchoPay to accept childcare vouchers and tax-free payments. Eligible activity providers on Pebble are able to manage whether they turn this on for their activities.
If you are trying to pay with PonchoPay and having issues, we recommend reaching out to your activity provider first and foremost to check whether they are eligible to receive these payments. If you continue to have issues entering your code on the PonchoPay site, we recommend speaking with PonchoPay directly to resolve any issues.
If you have any further issues, feedback, or questions please feel free to respond directly to this email and I will be happy to look into this further.
Kind regards,
Melissa from Pebble
Hi Alanna,
Thank you for leaving a review about Pebble. We apologise that your experience was not up to the standard that we hope this time.
I have taken a look into your account along with our designer and one of our engineers. We identified that you ran into some errors during the sign up process and have done an investigation into what went wrong.
It looks like you encountered a potential network issue which interrupted the sign up process. The team have been looking into ways to solve this in future, but we recommend you double check your network speed and try to stay within one tab when completing the sign-up process. If this ever happens again, please do not hesitate to contact the team at support@bookpebble.co.uk.
As a young and growing business, we are always happy to take feedback on board. If you have any further comments or suggestions we would be glad to hear them - please feel free to reply directly to this email.
Warm Regards,
Melissa from Pebble
“Attempted to create account as a new customer. Verification code (OTP) never came through despite correct phone number and more than one attempt. Ended up checking out as a guest.”
Hi Aimee,
We have had a look into the issue you experienced and noticed that you entered an incorrect phone number. It looks like you added too many numbers, which meant the phone number was not recognised and we could not send you the one-time passcode.
If you would like to try again, please ensure you enter the correct phone number with the right amount of numbers. You can always reach out to our very helpful support team via the live chat if you run into any similar issues in the future.
As we are a small business we highly value all feedback and will consider ways to validate whether you have entered a valid phone number in future!
Have a great evening,
Pebble Team
Hi Rebecca,
Thank you for leaving a review about Pebble. We were sad to hear that your experience was not up to the standard we strive for.
We have taken a look into the issues you experienced and noticed a bug which has been identified and logged with our engineering team. This will be swiftly fixed so that you will not encounter the same issues next time you book with us.
We want to thank you for bringing this issue to our attention.
Warm Regards,
Pebble Team
Hi Lindsey,
Thanks for submitting your review. As a young and growing business, we take all feedback on board to help us keep improving our user experience.
It looks like you started your journey in one of our iFrames on the activity provider's website. We are aware of some usability issues and always recommend visiting activities.bookpebble.co.uk directly to book instead.
If you would like to make any specific suggestions for how we could improve your experience next time and elaborate on what you found the most tricky, we would be very open to hearing them. Please feel free to reply to this email directly if you have any further comments.
If you need any support with your next booking process, our support team are readily available on the live chat during working hours.
We hope to see you again soon!
Pebble Team
Hi Mick,
Thank you for taking the time to leave a review about your experience with Pebble. We apologise that it was not up to the standard we would have hoped.
We have taken a look into any issues you may have encountered and noticed a bug with the ticket screen which we will fix as soon as we can.
As a young and growing business, all feedback is greatly appreciated and we are always looking to improve our product.
We have discussed possible changes we could make to improve the checkout experience and would greatly appreciate any further feedback or suggestions from yourself. Please feel free to reply to this email directly with any additional comments.
We hope your experience next time is much more positive - our support team are always on hand to help if not.
Warm regards,
Melissa from Pebble
