Help with expired gift vouchers!

[SARAH-JANERICH]

Our Gift Vouchers are valid for 1 year and we write the expiry date inside. A lady called and spoke to my receptionist when I was off the other day and said her voucher expired in Sept this year and she's lost the vouche. We do have a record of it.My receptionist told her sorry but we can't honour it because it's so out of date. She asked to speak to the manager (myself) but was told i'd call her the next day and probably say the same thing.
The lady rang this morning and I said we couldn't honour it. She went on and on so I said out of good will I will honour thirty pounds rather than the full seventy five pounds and to use it by the 18th Dec which I think is more than fair.
Her husband has just left a message on our answer machine saying we should honour the whole amount and he's going to seek legal advice if we don't.
Where do we stand legally?

 

[Beau-T]

I don't know about legally, but i'm sure they don't have a leg to stand on! The vouchers are dated for a reason... it's the clients responsibility to ensure they keep it safe and use it within the allocated period.

I wouldn't worry.

 

[Urban Geek]

The fact that they have lost the voucher, I would think they don't have any claim to anything.

Also the fact that the voucher has expired gives two reasons why they don't have any claim.

I think you have been more than reasonable in making the gesture you have.

Since they are acting so unreasonable, I would withdraw the good will gesture.

 

[izzidoll]

Our Gift Vouchers are valid for 1 year and we write the expiry date inside. A lady called and spoke to my receptionist when I was off the other day and said her voucher expired in Sept this year and she's lost the vouche. We do have a record of it.My receptionist told her sorry but we can't honour it because it's so out of date. She asked to speak to the manager (myself) but was told i'd call her the next day and probably say the same thing.
The lady rang this morning and I said we couldn't honour it. She went on and on so I said out of good will I will honour thirty pounds rather than the full seventy five pounds and to use it by the 18th Dec which I think is more than fair.
Her husband has just left a message on our answer machine saying we should honour the whole amount and he's going to seek legal advice if we don't.
Where do we stand legally?

The very fact that she doesn't even have the voucher any more surely means she can't take this any further.
As long as the voucher states clearly that it expires after a year (preferably with the date on it) then that is the contract that was entered into, and that should be that.
Obviously her husband is a bit miffed that his wife hasn't used his thoughtful present of vouchers and is being more pushy, but he should be annoyed at his wife not you!!

 

[NoLimitNails]

I don't know if we have the same rules in our countries, but worth looking into.

In Denmark usually there's a date written, like a year, but non the less does the LAW say, that the expiry date is 5 years on.

That's why I never write treatments but only amounts, this way if my prices increase (and they WILL if it's a 5 year period :lol I don't have to give a treatment of a higher price.

I don't know if tis confuses or not, but the general consumer here in DK actually don't know that it's 5 years (and neither do most stores/salons etc), and it's not illegal to write another date, but if client's want's it later that written date you have to honour that (within 5 years period).

So better talk to someone who really knows, so you can have an answer ready.:hug:

 

[debbie pink]

hi they have lost the voucher so they have lost the treatment you wouldnt go into a supermarket and expect £70 off your shopping with no voucher!! so long as you had a clear expiry date they dont have a leg to stand on even with a soliciters advice. i think the offer you made them is fair but please dont let them bully you good luck xx

 

[Zingara]

My issue here would be the lost voucher. Can you walk into a shop, pick up goods and walk out on the basis that you have lost the twenty pound note you were going to pay for them with?

And in essence, thats all a note is.....a voucher or an 'I owe you'. It says on it, 'I promise to pay the bearer, on demand the sum of £......'

Just a little food for thought....if we go into Marks and Spencer or another high street retailer there are no, or at least very long dates on their vouchers, so why should we as smaller businesses be any different? Don't we strive to give better service and hopefully better value for money? I'm not saying 12 months is as short as some I've come across.....one thread a long time ago, I recall, argued in favour of 3 months, but I have to say, in the customers shoes, I could feel miffed with a date of 6 or 12 months validity from a smaller salon, when I could perhaps walk into a department store salon and get unlimited or 5 years.

Some interesting info in this link too....

Gift Voucher Expiry

 

[Beau-T]

I have to disagree.... i think 12 months is plenty of time to use a treatment voucher. She knew she had the voucher i'm sure the 1st thing she would have done is check the expiry date (that's what i would have done).

She lost it, it's expired.... end of story.

If it was my salon i wouldn't have offered the £30 good-will, now some may think this harsh, but anyone can claim to have misplaced the voucher 3 months past it's date.

The FACT is, it's no longer valid!

 

[SARAH-JANERICH]

Thankyou everyone for your help.
I spoke to the business owner and she said the same as you all that legally they have no leg to stand on. She said if they go on and on then offer them a 1hr treatment and thats it.
I rang the guy and he admitted his wife was wrong for leaving it so late but it's bad customer service as our company have seventy pounds that he's already paid and that we won't let her have the full amount. I said to him that we legally don't have to give them anything etc etc and am doing it out of goodwill. I told him to get his wife to call to book a 1hr treatment. If she calls and asks for a seventy five pound treatment I will now be firm and say it's either a 1hr treatment she can have or nothing.
What is wrong with people? They should be greatful to be getting that.

Thankyou everyone
Sarah

 

[Jen Smith]

Just a little food for thought....if we go into Marks and Spencer or another high street retailer there are no, or at least very long dates on their vouchers, so why should we as smaller businesses be any different?

Lyndsey Marks & Spencer have a 12 months from date of issue on their vouchers. :hug:

Personally I think these people don't have a leg to stand on and like Chris said, I would now revoke your goodwill gesture due to their bullish behaviour.

My vouchers are for 6 months from date of issue and I clearly write on the expiry date, but I have often accepted them 3 and 4 months past this expiry date just as a goodwill gesture. Its swings and roundabouts and you want to keep your client where ever possible.. but unfortunately if you don't have a system that tracks your vouchers and you can see when they were issued and if used, there is not a lot you can do other than what you have kindly offered already.

JMO :hug:

 

[single sparkle]

Just a note - if you are one day over your expiry date with big department stores they will not honour them. THis has happened to me. I bought a voucher for my grandmother for a large department store in Ireland. THey had obviously some left from the year before and i didn't spot the date. I gave it as a gift on christmas day and on the 6th jan they would not honour it.

As a small business myself i give 8 months. I will honour if it is la few months late but you have to draw a line somewhere.

This women must have forgot about the voucher, couldn't find it and only remembered it when her hubby asked what she wanted for christmas

 

[SunSpray]

I suspect she might not have lost the voucher at all, but just didn't want hard and physical proof that the voucher had expired.

You're being more than generous offering her a 1 hour treatment and I wonder if she'll actually take it up.

And I hate to be disrespectful to our all-important and much valued clients, but let's face it you're not going to miss her custom as she wasn't a regular client in the first place.

xx

 

[An*Gel]

I can see both sides here. The way I look at this, is at the end of the day you got this lady's money and have a record of it.

I think it's bad business not not honour it. I know that I seem to be on my own here in thinking that, but I have changed my mind over the years... I used to feel it was the clients fault if they allowed their voucher to go out of date, but now I feel different.

I no longer sell vouchers as I think they are more trouble than they are worth.

When I sold my salon, the new owner promised to honour all vouchers.

The only thing was, she wouldn't honour the out of date ones and gave the clients my mobile number. (I didn't sell the Nail Bar, just the Beauty Salon and she knew I'd be setting up a Nail Studio again)

I know they hadn't a leg to stand on, but I still honoured them and was delighted that I did because those clients still come to me.

I have heard so many people moan about their out of date vouchers not being honoured and that they will never do business with that shop or salon again.


So bottom line... is it worth losing a client over £75?

 

[angelina221]

Ooh i only give 3 months on my gift vouchers-lol.
I always put the expiry date on and i've had a few that have gone over but i've always honoured them. I make a note of all my vouchers and i would say 95% are used. About 5% are never used so i like selling vouchers!
Most salons by me wont swap the treatments on the vouchers.
I have a lot of men buying vouchers for wives/girlfriends/sisters etc....
Most men tend to get a voucher for a massage and a facial and the women will usually call and ask if they can change it to something else. I don't mind this as it's still the same value treatment but some salons wont do it. I think if you are going to do vouchers then you need to put your terms and conditions on the voucher so there are no misunderstandings.
I know you had an expiry date on the voucher and clients should stick to it but i personally would probably have let it slide.
The client thinks you have been very good to let them still have the treatment and may well become a regular. Not only that but they will sing your praises to people for being so kind-good advertising in my book!

 

[An*Gel]

I totally agree with Angelina on this.

As well as the client being thrilled that her out of date voucher had been honoured, in my experience she will more than likely buy a product as she will be so delighted that you were good enough to overlook the fact it was out of date and will book again... but if you don't honour it, she won't be back :cry:

 

[angelina221]

Not only will she not be back-she'll moan and complain to everyone she knows about how mean you are-lol

 

[lilacm]

We have a 12 month expiry on our vouchers but we do let people use them after this if they have expired. For example I had a client yesterday that phoned up and her voucher had expired in March 2009 and she only just realised and wanted extended till Jan.

Anyway, my personal opinion is that if they come and have a fantastic treatment they are likely to become a regular client and will appreciate the goodwill in letting them use it after the expiry.

And because you will have gone out of your way to be helpful they are likely to tell other people as well. The only restriction i would sometimes say is that with an expired voucher it has to be used 'off-peak', i.e mon-wed when the salon is less busy.

 

[rouge]

I very rarely have a problem with people over this. I think one of the reasons is because I clearly state my T&C and the date of issue on the voucher.

BUT if someone does phone up and says that their voucher is out of date, I tell them that just this once, I'll overlook it and let them use it. Usually they have a good reason why they've let it go out of date anyway. But if I make it sound like I'm making an exception just for them, they're really grateful to me. That way, even if I never see them again, at least they're not bad-mouthing me all over the place. :green:

 

[kylieb]

I think he is just trying to scare you to be honest. The gift voucher clearly says it's valid for a year. They bought it knowing this. I think you have been more than kind enough to say they could have £30 of it, especially now that it will be your busiest time coming up to Christmas. I would say to him 'ok seek legal advise then' I'm pretty sure that will be the last you hear of the matter xxx

 

[An*Gel]

I personally think if the £30 had been offered at the start the client would have felt happy.