Virgin Experience Days Reviews

Name: Virgin Experience Days
Address: Virgin Experience DaysStamford HouseBoston DriveBourne End SL8 5YS, Bourne End
Rating: 3.93

3.9 Rating 2,213 Reviews

73 %

of reviewers recommend Virgin Experience Days

3.9

Based on 2,213 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	98%
Accurate And Undamaged Orders	100%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.1 out of 5

About Virgin Experience Days:

Virgin Experience Days was launched in March 2001 under the name of Virgin Experience. Originally offering experiences to corporate clients as a way of incentivising staff and customers, the company rapidly expanded to bring the Virgin values of quality, innovation, value for money and fun to the consumer experience gift market.
The summer of 2003 was a real milestone for Virgin Experience. In our continual quest to bring the best experiences and unrivalled service, we joined forces with Acorne Sports. Founded in 1988, Acorne Sports is the original experience company and it’s their stamp of approval that confirms our pedigree and ability to deliver unforgettable experiences. Acorne ’s unrivalled reputation, knowledge and relationship with all of the featured centres made them the perfect partners for Virgin Experience, a company dedicated to making sure customers have the very best time. By teaming up, we are able to challenge the way every experience is provided and offer once-in-a-lifetime gifts backed up by friendly service staff with first-hand knowledge.

Visit Website

Phone:

0344 504 0844

Email:

social.media@virginexperiencedays.co.uk

Location:

Virgin Experience DaysStamford HouseBoston DriveBourne End SL8 5YS
Bourne End
SL8 5YS

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Virgin Experience Days 1 star review on 13th October 2022

163

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“absolutely awful service.......staff cannot even be bothered to answer your call or deal with query via email. will not deal with them again. Both numbers 01494956788 and 03445040844 permanently engaged for days.......hope you all have a happy festive holiday having ruined others.”

Helpful Report

Posted 5 years ago

“You took £201 via PayPal for 3 vouchers for overnight stay at charming British inn I have not received vouchers no answer to emails no answer to phone calls PayPal have intervened I will be willing to go through small claims court appalling company have let me down with 3 Xmas presents how can I be still waiting they were E vouchers will stick to buyagift in future or groupon they have excellent customer care team never had a problem with them you should be ashamed I’m a hard working nurse who’s working Xmas day and your company have no respect for your customers”

Helpful Report

Posted 5 years ago

“Poorly organised by staff at encore had to arrange special assistance and wheelchair accessible seating myself directly with theatre. Given meal options choose Prezzo at 5pm. No email confirmation was rcvd so called back on day of visit to confirm booking and said nothing had been booked for us. Went into detail with the agent regarding the issues we had already had and then rebooked our meal to be told Prezzo wasn't an option in December and only restaurant available at short notice was sports bar and Grill with little option we booked a table. Having explained to the agent my wife's wheelchair needs imagine my utter shock when we arrived at the Sports Bar to realise to get to the restaurant you have to climb 2 flights of stairs. No Lift. Manager was unhelpful and very rude about this saying if you want to eat you have to come up the stairs. My wife, with my support, climbed the stairs causing severe pain and discomfort. Things didn't improve service was awful and the food wasn't great our burger was full of hard gristle bits, we were given the bill before we had even had our desserts. On the plus side the staff at the theatre are amazing and helpful simply could not do enough to help and WICKED itself was truly wonderful. I honestly can't believe in this day and age disabled people are treated so poorly my wife's needs were made very clear but simply overlooked by staff at encore truly disappointing. What's more I emailed encore and virgin to make a complaint following our trip and didn't even have decency to email an apology”

Helpful Report

Posted 5 years ago

“I have tried and tried at different times of the day to book a theatre trip before my voucher expires. I have been told that if I want to extend the date it will be £20 but how can I book if you do not answer the phone. Well the phone is answered but I was told each time the lines were busy then was cut off. So if customers can’t book their experience it’s very profitable for the company if customers either lose their money or pay extra for the extention. Well done Virgin I will tell my family not to pay out money again for a virgin experience. I’ve asked them to phone me to make a booking but don’t expect that will happen.”

Helpful Report

Posted 5 years ago

“Do not book any experience with a virgin. I have booked loads of experience days and they are by far the worst. They never ever answer the phone so it’s impossible to book any of the days you have prepaid. I called them at 1pm on a Friday and it said they were in training all afternoon”

Helpful Report

Posted 5 years ago

“experience there phone line was enough 40 mins of listening to there music 😱 tried again later and same thing . Gave up”

Helpful Report

Posted 5 years ago

Hi, Due to the Black Friday weekend and the run up to Christmas, we are super busy at the moment and the wait times may be a little longer than usual. Our team are trying to get through to each customer and assist them with their query, so we apologise for any delay. We appreciate that people lead busy lives and don't always have the time to hold, so it maybe more convenient for you contact us via live chat or pop us an email (info@virginexperiencedays.co.uk) and we will do our best to assist you. Thank you for your patience.

Posted 5 years ago

“Absolutely appauling phone line constant wait on several occasions. Voucher not received for over 2 weeks promised calls to update not received. Refused any compensation go with other providers. Contacting trading standards to see my options.”

Helpful Report

Posted 5 years ago

“Called to extend and exchange a voucher. Over 2 weeks later I had not received the voucher I was promised a call back within 48 hours which didn't happen and when I asked if I could be given a voucher as some form of compensation for my endless calls they stated no......go with any other provider for experience days they offer a better service!!!! No response to emails and 40 minute wait on the phone disgusting. I'm not going to contact trading standards.”

Helpful Report

Posted 5 years ago

Hi Andrew, Many thanks for taking the time to leave a review. We're sorry to hear of the issues that you encountered when trying to merge and extend your vouchers. We can confirm that we have processed your exchange and your new vouchers should be with you shortly. Please accept our apologies once again for any inconvenience and for the delays experienced.

Posted 5 years ago

“Shard ok. Disappointing Marco Pierre white restaurant, steaks average nothing special and staff very slow, I paid an extra £38 for chips and drinks and service charge !! and it's a fair distance away. Leave at least 1/2hr to get between the 2, by tube. It didn't leave me anytime to see any other sites or Christmas. Lights. Not a good combination. Just do Shard alone and eat elsewhere. Sorry,Not worth the money.”

Helpful Report

Posted 5 years ago

“Never go back to the Hotel we booked again I suggest one of your managers go to this hotel and see with what we had to put up with this hotel should not be on your site it spoiled our whole day/night that we booked 1 year ago as we have now called this hotel Faulty Towers”

Helpful Report

Posted 5 years ago

“Disappointing. I ordered a gift experience for a hotel with dining option for my newlyweds friends. I haven’t been told in advance that the experience was ONLY available Mon-Thurd ( even if it was - which I really doubt, it must have been hidden somewhere in tiny print). My poor friends had to take a day off - which of course was NOT what I wished to give them as a gift. When they got to the Dumbleton hotel (in the Cotswolds ) they were given a small room ( Not the luxury/superior room that was promised) and the decor was apparently run down, with a really below the average bathroom. You advertise this experience as being worth of many star, you talk about being an ‘impressive’ and a beautiful wedding venue, but it was sad, uncared for and with uncaring stuff. Apparently the average age of the diners in the restaurant (dinner was included in the ‘experience’) was over 70, this should also be made clear on your website - the target audience. Say the truth. Don’t mislead your customers. Make sure that you are able to deliver what you promise. As of now, I won’t be buying from you ever again, and will make sure that my voice, as a respectable paying customer, will be heard by others which don’t deserve to be let down, or even worse let down their friends.”

Helpful Report

Posted 5 years ago

“VIRGIN DIDN'T HONOUR THE VOUCHER. I tried to use my voucher which was worth approximately 200 pounds and virgin are saying that its been "used" already. They also wont give me any details about the person that apparently used it apart from the first name of Monica. They will not do anything more about this. Money down the drain!”

Helpful Report

Posted 5 years ago

Hi Stephen, Many thanks for taking the time to leave a review. We're sorry to hear of the issues you have encountered and we appreciate your frustration. Unfortunately, as previously advised by a member of our team, due to data protection we cannot divulge further information regarding the person that processed the exchange. However, we recommend contacting the company that you obtained this voucher from, as they may be able to provide further information.

Posted 5 years ago

“Food not nice and very rushed”

Helpful Report

Posted 5 years ago

“Unfortunately I couldn't give 0 star. Probably the worst "experience" provider ever. I bought a cruise on the Thames, only to realise that you pay in advance for a voucher, with no dates confirmed. And to my delight, I discovered there weren't any dates suitable to my schedule. I tried and tried to see if I could find one, but no luck. When I gave up and asked for a refund, I was told that I was out of the 14 days refund policy. If you want to spend your money without the possibility to get a refund and a very appalling customer service, this is the company to go for. It really look like a scam. They get your money first, that's the most important thing. Then if you can get what you purchased, great. If you don't, they simply don't care. Total rubbish”

Helpful Report

Posted 5 years ago

Hi Mario, Many thanks for taking the time to leave a review. We're sorry to hear of the difficulty you experienced when making your booking. As we are a gift experience provider and the majority of our experiences are open-dated and available at multiple locations nationwide, we do require the recipient to contact their desired location/supplier to make a booking at a suitable date and time. However, we always try our hardest to provide as much information as possible and make the customer journey a pleasant one, so we are sorry to hear that wasn't the case this time. As per our Terms & Conditions, we do allow customers a full refund within 14-days. However, we always aim to be as flexible as possible with our vouchers. Therefore, due to the dissatisfaction caused, we would like to see what we can do for you, so please get in touch via Live Chat or emailing info@virginexperiencedays.co.uk

Posted 5 years ago

“Got cancelled 2 hours before it was due to start - wasted a day off work when I could have been earning money. Very disappointing.”

Helpful Report

Posted 5 years ago

Hi Nick, Thank you for your recent review and we are sorry to hear of the cancellation. It is always regretful when a supplier does have to cancel an experience at the last moment, however they will always do so if the health and safety of the participants are at risk. When a cancellation takes place, the first port of call would be to contact the supplier to re-book for a later date. If you do have any problems with this, please do get in touch with our Customer Service Team as we will be more than happy to help you moving forward. We apologise again for all inconvenience caused.

Posted 5 years ago

“Tipsy tea not worth the money avacdo sandwiches that is an acquired taste also the cakes were stale”

Virgin Experience Days 1 star review on 15th October 2019

Helpful Report

Posted 5 years ago

Good morning, Thank you for taking the time to leave a review. We're really sorry to read of your dissatisfaction with the standard of the food served during your Afternoon Tea. We hope that if your concerns had been raised during your visit, the items could have been replaced for you to enjoy. Your feedback will be passed back to the supplier directly, so that they are fully aware of the concerns you've raised and make future improvements where necessary.

Posted 5 years ago

“I triggered our dinner theatre gift voucher recently. I was given several theatre show options. One which I had already seen. Two which were no longer available and one which didn’t start till two months after the voucher expired. We were left with only one option. Very disappointing. I will never ask for a virgin experience voucher again and will never buy one as a gift.”

Helpful Report

Posted 5 years ago

Hi Linda, Many thanks for taking the time to leave a review. We're really sorry to hear of your disappointment. We always aim to be as flexible as possible with our vouchers and offer customers the option obtain a refund within 14-days of receipt or exchange onto another experience. Please do not hesitate to contact us via live chat or email info@virginexperiencedays.co.uk if we can help you with this.

Posted 5 years ago

“Absolutely terrible experience ! Avoid Background: I had two Virgin Experience Days vouchers. One was for the climb the O2 the other was for a cocktail experience. Neither are now suitable, as my wife is pregnant. I contacted Virgin Experience Twitter team and asked about exchanging the vouchers. I was told this was possible, and that the expiry date of the new voucher would be the same as the date the original voucher (10 Nov). I received the voucher in the post yesterday, and the expiry date was the 10 October. I went back to double check my messages only to find that .... the message that the virgin experience team sent Via twitter, stating the expiry was 10th November, was deleted ! I have screenshot to prove this was sent to me. It is clear to me that the agent clearly noticed their error when reissuing the voucher and decided to delete the message .... rather than just admit they were wrong. Either that or they are trying to get me to pay an additional £20 to pay for an extend the expiry date. I would have no issue if I felt that this was a genuine mistake ... However, I find it absolutely disgraceful that my conversation history has been doctored, and is a clear failure on Virgin end ! This is not what I would expect by way of service. This is also the thoughts of the Information Commissioners Office (ICO) who have indicated they will investigate should I not reach a satisfactory outcome with Virgin (At this minute in time - this is very unlikely) Virgin claim that the message shows on their end - but will not share evidence to that effect or will they comment on the evidence that I have provided. I have asked for this to be escalated to a manager on two separate occasions, this has yet to happen. Virgin are not taking this serious ! I have lost all faith in their service and I would advice others to consider other providers before placing an order.”

Helpful Report

Posted 5 years ago

hi Jay, Many thanks for taking the time to leave a review and we are very sorry to hear of your dissatisfaction. We have been in touch with our Customer Services Digital Media Team and as per their correspondence with yourself, we are sorry to hear that the tweet has disappeared from your message chain. Unfortunately we are unable to offer an explanation into why this has happened. However, we can confirm that the tweet is still visible on our platform and there has been no form of deletion our end. As a Virgin brand, we take our customer satisfaction and transparency extremely seriously. Therefore, we would never hesitate to uphold any offer of an extension and we can see that not only has this been granted, but we have also extended the expiry further, to make up for the administration error and any inconvenience caused. We can confirm that your new voucher has been sent to you via Next Day delivery, free of charge, so this should be with you very shortly. Once again, we are very sorry for any distress caused.

Posted 5 years ago

“Booked a day trip to guernsey for my birthday, in short don’t bother. The day trip which is being advertised is NOT a day trip. In actual fact the maximum amount of time you get in guernsey is 4 hours, which doesn’t include the time waiting to board the ferry to get back to Poole, and you have to be all booked in ready and waiting to leave at least 30 minutes before departure. It takes 22 minutes to get to the beaches in guernsey from the port, so just getting to the beach and back takes up a 3rd of your time before you’ve even spent any time there! A total of over 6 hours on the ferry, including 2 hours of waiting time each side, it was an extremely disappointing boring trip and I will NOT be booking with virgin experience days again. Extremely disappointed.”

Helpful Report

Posted 5 years ago

Hi Amber, Many thanks for taking the time to provide us with your feedback, and we are sorry to hear of your disappointment. We always ensure our vouchers are as transparent as possible, and therefore advise of any availability restrictions or important information, both prior to purchase and upon activation. As a gentle reminder, we advise of the following under the 'Additional Details' tab on our website: "The experience duration includes approximately four hours spent ashore with a sailing time of between 2 hours 30 minutes and three hours, so please allow a full day." Once again, please accept our sincere apologies that the experience did not meet your expectations and please do not hesitate to get in touch with us if you need anything further.

Posted 5 years ago

“Disaster. Worst experience imaginable”

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Posted 5 years ago

Hi Stephen, Many thanks for taking the time to leave your feedback. We're really sorry to hear of your disappointment. If you would like to discuss this further, please do not hesitate to contact us.

Posted 5 years ago

Virgin Experience Days is rated 3.9 based on 2,213 reviews