ComplaintsforXperience Days Inc

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased a $300 gift card for my sister. Thinking she got it I never followed up. Turns out it was the wrong email and address. It was an e-gift card that obviously was never redeemed. I wrote an email asking if they can kindly just resend me the gift card to the correct address. They refused to acknowledge the misstep and refused to make an exception — just essentially stole $300 with this response: If there is an issue with delivery, then that must be addressed within 30 days of purchase.

  Business response

  06/13/2024

  As communicated to Aditi Amin:

  Unfortunately, a certificate ordered in 2016 cannot be resent. If there is an issue with delivery, then that must be addressed within 30 days of purchase. Certificates are not replaceable if lost or stolen. They are designed to be given away, whomever has it has the right to use it.

  Customer response

  06/13/2024

  Complaint: 21841136
  
  I am rejecting this response because: this was not lost or stolen. I accidentally gave the wrong email address and I am simply asking for it to be resent to the correct one. 
  
  Regards,
  
  Aditi Amin

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 12, 2023, I tried to book an experience through Xperiencedays.com [************************************], a "company" based in Steamboat Springs CO (formerly in Hoboken, NJ). The company promotes all sorts of live experiences; food, travel, tours, etc., in cities around the U.S. I redeemed a gift certificate for $250, plus paid them an additional $30 via credit card for a total of $280, for a whale watch activity out of NYC. They sent me a receipt which I can see when I log in to the site with my password. But there is no way on their website to book the event. They say to "click on the calendar" to book, but there is no calendar from the receipt page, and no visible calendar on the site. I have called them every other day since then, plus wrote numerous emails (see attachment), but their response is always just a canned response telling me to redeem and then I can book. But I have already done that. They pretend that there is a way to reach them, by calling ************. You are put into a voicemail matrix that asks for all your info. They say to go on their site and just click on the "chat," but there is no Chat feature. It sounds like a legitimate company, but there is never a response from them. I believe them to be fraudulent. They make it easy for you to pay them, but no way to redeem. I even reached out to their partner company in England, who answered, but said to reach them at [email protected] (see attachment #2). That's the email I've been using for weeks, to no avail. The phone number listed with their address above just hangs up. The site looks very official, but I have been scammed.

  Business response

  05/26/2023

  Attached is the email correspondence which has provided the information requested by the customer, repeatedly. 

  Customer response

  06/02/2023

  Complaint: 20107379
  
  I am rejecting this response because:  Nothing you say in your response is true.  You blame me by saying you have told me what to do "numerous times." But I have tried numerous times.  You provide no way for me to book my event, or to contact you.

  I visited the link as you requested:  "Visit the following link to redem the certificate and request a reservation: ***********************************"

  I redeemed the certificate and paid you additional money for a total of $280.  You sent me the receipt, which I can see on my account, and which I provided to BBB, but there is no place on your website to book the event!!!  There is no calendar!  There is no button that says "BOOK!"

  You say:

  Experience Days Customer Service is available Monday thru Friday 9:30 AM to 4:30 PM EST.

  This is also not true!  I have called the number numerous times and you have never called me back.  The email you send, just always says the exact same thing.  You also told me to reach out via CHAT on your website.  There is NO CHAT ON YOUR WEBSITE.

  You took my money, and owe me a refund or call me with a way to book the experience that you promote.  This is a scam.

  Regards,
  
  Ellen Cooper

  Business response

  06/12/2023

  The customer has been given the instructions on how to redeem the certificate purchased using their account credit. This same information is included on the certificate purchased. There are no other instructions possible to provide as this is the only way a reservation can be requested for all certificates purchased irrespective as to how they are paid for, whether this is via an account credit, credit card, Paypal or Sezzel.

  1. All pages on the Xperience Days website include a link which states Redeem Gift. Reservations may be requested by pressing this.

  2. All certificates include the link to request a reservation, as provided multiple times via email and found here on the actual certificate in question: ********************************************** 

  3. Emails requesting information on how to schedule a reservation for the certificate purchased have been responded to with the instructions on how to submit a reservation request.

  Those instructions, as printed on the certificate, which the customer has confirmed that they've received, are as follows:

  Please visit the following link to redeem the certificate and request a reservation: ***********************************

   

   

   

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  I believe I was the victim of fraudulent business practices from Xperience Days, which may not be a legitimate business. All email responses seem computer generated. There is not a phone number listed to call. I purchased an "Orange Experience Choice on December 10, 2022 in the amount of $100. It was a Christmas Present. The gift recipient has repeatedly tried to use the gift certificate and each time, there was an issue. She sent an email to Xperience Days and received this message several times "In order to further assist you, we will need to know the 19 digit redemption reference number located on the Xperience Certificate." She followed these instructions several times and each time with no success. She sent 4 emails without any resolution. One email response asked for her to send the gift certificate number and she did. She was then told to create an account, enter her gift certificate number and choose an "experience." She chose an experience and that particular one closed and was no longer available, Additional emails asking how she can modify the account and choose another experience and was answered again by a "Canned" response. As the person who purchased the gift certificate, I even tried to assist by sending an email and I have received the same message. I believe this is not a real business and wish to receive a refund. If they are indeed legitimate, their customer service is extremely poor. We simply cannot cash in the gift certificate and therefore, a refund is warranted. After reading several poor reviews on this company, I am even more convinced that this company does not exist. Please get me a refund!!! Thank you

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I believe I was the victim of fraudulent business practices from Xperience Days (*****************************), which may or may not be a legitimate business. My wife purchased a "Discovery Flying Lesson" win Detroit for $220 as a birthday gift to me. The electronic gift certificate requirement me to establish a web account with Xperience Days for redemption. I was able to redeem the gift certificate but only one local partner in Detroit was listed to schedule the flying lesson, Troy Air Experience. I scheduled the lesson for January 8, 2023 and it was confirmed via email. 24 hours prior to the appointment, I received an automated text reminder from Xperience Days. But when I arrived (after a 1 hour drive) to Oakland Troy Airport on January 8, no one from Troy Air Experience showed up. I was not contacted by Xperience Days or Troy Air Xperience about a cancelation. After several attempts to reach Troy Air Xperience, I finally received a return call from Elco B*****. He tried to blame weather for a cancelation (that I was not contact about), despite confirmation from airport officials that flying conditions were fine that day and the sight of numerous flights coming and going from Oakland Troy Airport. I immediately requested a refund and was told by Elco B***** that I would receive one. He tried to get me to sign up for a bank app of sorts to receive the refund, but I requested to the card used for purchase. I tried numerous times on January 9 and 10 to reach Xperience Days but have yet to hear from a person. I wonder if it is an actual company or an elaborate scam.

  Business response

  01/11/2023

  The customer's complaint was addressed within 24 hours of receipt and a refund issued.

  Customer response

  01/12/2023

  Complaint: ********
  
  I am rejecting this response because: Although it does look like a refund is finally processing, it certainly was not within the 24 hours they claim. A refund was requested on 01-08-2023.  Xperience Days has expressed zero concern that their local business partner (Troy Air Experience) did not show nor call to cancel a confirmed appointment on 01-08-2023.  Their business partner falsely claimed that weather conditions were not permitting, rather than own their mistake. My entire day was wasted as I spent 2 hours drive time for my appointment - Xperience Days doesn't seem to care.  I also wasted gas to drive all the way there and back for a no-show appointment.  

   

  I tried to discuss the entire situation with Xperience Days, but they have yet to return any of my calls.  One of their voicemails even promised a call back, but they never did.  I spent two days trying to speak to a person at Xperience Days, but they are afraid to speak to customers.  Their customer service is an embarrassment.  They are unwilling to speak to a customer that they mistreated.  I reject their sorry excuse of a response.  I hope other Xperience Days customers tell their stories like this.  Their website has a place to offer a review, but they were quick to cancel the appointment (prior to issuing a refund) in order to avoid a negative review. 
  
  Regards,
  
  *********** *******

  Customer response

  01/30/2023

  Yes, I ultimately did receive a refund from Xperience Days.  No one ever returned my calls or voicemails, but they did process a refund.

   

  Thank you,

   

  *********** *******

• Initial Complaint

  12/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I gifted my son and his wife $400 towards an Xperience Days purchase for Christmas last year. Afterwards, we found out they were pregnant and because of that most of the experiences they wanted to do had to wait. During this time they spent a lot of time cleaning their home and readying it for a newborn. They accidentally threw away the certificate that I had sent them. When asking Xperience Days to provide a new certificate they refused. Their stated policy is that whomever the certificate holder is, is entitled to redeem it. This does not account for cases of accidental destruction and results in them scamming their customers out of money that is no longer redeemable. It is clearly within this company's ability to determine that the certificate has not been redeemed within the year and to re-issue the certificate for cases of accidental destruction during a very busy time in a new family's life. Additionally, when attempting a charge-back of the funds used to purchase this gift, they fought my claim because "the goods or services were provided". This company clearly does not have the best interest of its customers in mind and only their bottom line. I would not recommend giving this company your money.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a driving experience from the company as a gift for my boyfriend, Jon, back in July 2022. However, when my boyfriend went to redeem the experience there were no dates available for the rest of the year. He just recently was told that there are only two dates available for all of 2023, both of which are a year after the purchase. When I reached out to the company to get a refund (seeing as they issued me a driving experience that they knew I would never be able to redeem), they refused to issue such refund. This is an extremely fraudulent business practice and I would like to resolve this matter for myself and to help others avoid falling victim to this company's fraudulent activities.

  Business response

  12/08/2022

  Xperience Days gift cards are valid for one year from the issue date at the original purchase price. After that time they can still be used however, if there is any increase in price from the original purchase price, the redeemer will be responsible for the price difference if there is one. There has not been a change in price at this time for the driving experience purchased and a reservation can be made.
  
  
  The schedule of dates offered by the driving school was published for each track location prior to purchase.

  Customer response

  12/08/2022

  Complaint: ********
  
  I am rejecting this response because: It is an incorrect statement. The schedule only showed dates a month out so I was not able to see that there was not availability for the entire year. 
  
  Regards,
  
  ***** ********

  Business response

  12/20/2022

  The schedule of dates offered by the operator of the experience is listed prior to purchase in the 'When It Is Offered' section of the product page. Twelve months of dates are shown by using the arrows to scroll through the year of information (as well as a dropdown for each location shown, if multiple options are offered). 

  A description of dates is also included, in this case, the product specifically states: The Stockcar Bull Ring Driving Experience is offered at specific locations and on specific dates throughout the year, subject to availability. The Experience is typically offered every hour between 8:00 AM and 5:00 PM.

  Additionally prior purchase, all visitors are informed of the following:

  You are buying a gift certificate for your chosen experience(s). Please note there is no option for choosing the date of your experience during the checkout process. Experience Certificates are not refundable, but may be exchanged prior to requesting a reservation. Reservations are made after the receipt of the Experience Certificate. However, if you required immediate reservation assistance, please reach us via eMail.

  Dates currently offered may be viewed here:

  *********************************************************

   

   

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 10, 2022 I gifted ***** ****** through Xperience Days to enjoy $235 stay at a **** ************* **. Mr. ****** never received the certificate number to actually book the gift. We have repeatedly sent emails and left voicemails to please respond to us with the correct information to book the gift. We continually received bogus instructions last week. This week we are receiving absolutely NO response! I want the certificate information to be provided to Mr. ****** at *************** or ************ or have the $235 refunded to my account so that I can book the B&B myself.

  Business response

  09/30/2022

  All information requested by the customer has been provided on multiple occasions, as shown in the attached file. Both the purchaser and the recipient of the certificate have purchased, received and used Xperience Certificates in the past and are familiar with the processes and procedures. 

  Proof of delivery and instructions on usage included.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My nephews and nieces, plus my brother and sister, gifted me $400 towards an Xperience Day purchase on my 70th birthday. This was in the middle of the pandemic, so I redeemed the certificate and established a $400 credit in my Xperience account. With me now retired and the pandemic somewhat on the wane, I went in to use the $400 credit towards a fishing trip. It's not intuitively obvious to me, 'nor 3 others I have asked and looked at the website' on how to use the credit on their website and make a purchase. When I write them, Xperience just sends standard, 'boiler-plate' emails back that just says go to your account to use it, how?. So I called them, 5-6 times now over the last 7 days. No one returns any of my calls and I even asked them to email 'explicit' step-by-step instructions. At this stage I prefer the credit get refunded by check to me, or someone at Xperience (as asked 5-6 times now; no one ever answers their phone) to call me and walk me step-by-step through how to use (deliver the gift) by using this credit. Like I said, I had several people look at their website and 'no one' has been able to figure out how to use the credit for a purchase. What was supposed to have been a nice gift for me has turned into a major hassle and inconvenience from a non-responsive, non-caring company. I sure hope you can help.

  Business response

  07/28/2022

  Dear ****** *******
  Thank you for contacting Xperience Days.
  Below is the answer to your question submitted on July 22, 2022.
  QUESTION:
  I have a credit fir $400 and will add another $100 for Reservations For this salmon fishing trip. I cannot fir the life of me figure out how to do this on the website. Please, please call ************
  
  ANSWER:
  How Do I Use My Account Credit?
  Whether using your credit to buy a gift or reserve an activity, please login to your account first in order to apply your credit towards the transaction.
  
  If the certificate(s) you would like to purchase is less than the value of the credit, you will be able to keep that balance to use towards a future purchase. If the value of the certificate(s) is greater than your credit amount, you will be able to use a credit card to pay for the difference in price.
  
  You will apply your Account Credit during the final step of the checkout process by selecting the Second Payment Option on the Billing Page.

   

  The above is a copy of the response sent to the customer's inquiry, providing explicit instructions on how to use the credit toward the purchase of a certificate offered on the website.

   

  Customer response

  07/29/2022

  I have attached two more links illustrating the depth of business issues with this company, Xperience Days. I will appreciate further action or going to the national BBB offices and if I need to my Senators and Congressman to get resolution/satisfaction. This is unacceptable so please do not let this company continue these fraudulent practices.
  ****** *******
  
  ***************************
  *******************************************************************************************************************************************

  Xperience days responded to me and BBB by just sending the exact ‘same boiler plate text’, yet again.    which I have obtained 4 times now from them. What they state in the email does NOT work. What I asked for was a refund or a phone call to show me how to use this credit towards a trip. Note, they have ignored all 5 phone calls as well now and are now ignoring the simple request for a refund or a phone call through the BBB. 
  
  Please advise if there is anything you can do to further assist me or I have lost the $400 my family sent me as a 70th birthday gift. I have had 3 other people look at the Xperience instructions and try to use the credit towards a trip, none succeeded. This has been nothing but a giant hassle from a company that evidently does not care about serving their customers. I am an electrical engineer so not a dummy with using websites. Why can’t you make them at least call or better yet just refund it ?
  Thanks,
  ****** *******

  Business response

  07/29/2022

  Detailed instructions on how to use the account credit shown in the screen shots included within the complaint have been provided. Thousands of customers have been able to follow those same instructions since 2004.

  How Do I Use My Account Credit?
  Whether using your credit to buy a gift or reserve an activity, please login to your account first in order to apply your credit towards the transaction.
  
  If the certificate(s) you would like to purchase is less than the value of the credit, you will be able to keep that balance to use towards a future purchase. If the value of the certificate(s) is greater than your credit amount, you will be able to use a credit card to pay for the difference in price.
  
  You will apply your Account Credit during the final step of the checkout process by selecting the Second Payment Option on the Billing Page.

  Customer response

  08/02/2022

  Complaint: ********
  
  I am rejecting this response because:

  There have never been any “Detailed” or 'explicit' instructions it always says "just go into your account"....) and there have been ZERO screen shots provided on 7/28, 7/29 or 8/1 on how to purchase and then on checkout use the account credit”, again, NO screen shots included within the complaint have been provided, that is incorrect.
  So how Do I Use My Account Credit?
  As stated, and Yes, I have logged into my account ‘many times’ to try and place an order and then apply the credit towards the purchase transaction at checkout. You may have had ‘thousands’ successfully use a credit…. but I have had now 3 other people try to follow your generic 'go your account' instructions ALL ‘without success’.
  Once I login into my account it shows only 4 options (attachment 1);
  1.Account Balances – just shows the credit, no links to click to purchase an ‘xperience’, in this case a trip
  2. Review a recent experience – not applicable, I have no recent esperience
  3. Orders and Reservations: Says’ Here you can check the 'status' of an order, view your 'previous' orders and reservations, submit a 'review' or request a 'change to a booking” – none of those say ‘purchase a new experience’ and thus are not applicable, or none say ‘place an order’
  4. View my wishlist- non-applicable, I never had a wishlist
  

  If you click on 'redeem' (Attachment 2) it just says "certificate has already been redeemed" and that's how I got the $400 credit

  Is it really this hard to return any of 6 phone calls (530-400-8872) that might take 2-3 minutes over the phone, or, give me another number to call where you actually answer the phone or return a phone call? Because according to the reviews I’ve read no one has any success getting through to customer service on the phone number provided on any route of your phone tree, instead you put your customers through this massive 'back and forth' email hassle. If it's so easy to use and thousands have done it, why would I put myself, and others, through this hassle trying to figure out your website

  
  If that’s still too much trouble just send a $400 refund to: ****** ******** *** ****** ****** ****** ** *****
  
  Regards,
  
  ****** *******
  
  
  
  I sent yesterday the 3rd rejection of the purported 'resolution' of the response from Xperience Days which, for the 3rd time, they sent the same 'boiler-late response which stated the same thing; 'go to your account and then at checkout use the credit ($400) I have. They added this time the false statement that they sent 'screen shots' on how to do this, this is totally "False", they did not.
  
  I would really like BBB to 'escalate action' against this company from the national BBB office or consumer protection agencies. At this stage I request a $400 refund. This was at first a wonderful 70th birthday gift from my family of $400 towards an Xperience gift. It has been a massive experience now and hassle with 5-6 unanswered phone calls and numerous emails all saying the same 'boiler-plate' text responses that do not work. Why won't they pick up the phone or answer any of the 5-6 phone messages I have left them with a return call.? They say 'thousands' have used the site without issue but I'm certainly not bragging but I have two engineering degrees and an MBA and if were intuitively obvious how to redeem and use the funds I think I would have succeeded by now. I even asked 3 friends, one with an IT degree, to try and do it and they all failed to see how you can book an xperience gift and use the credit.
  
  If you need more proof of fraud, please check out the '3rd attachment' I have sent, a screen shot from ***** *****. I previously sent the two links, **** and **** ******* links (below), illustrating the massive problems with this company. Please stop this company and assist with getting my refund.
  
  Thanks so much,
  
  ****** *******

• Initial Complaint

  06/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction was 12/2021. My manager gave this certificate to me as a gift and the site no longer works. It was for $500. It looks as if they took the money and went out of business the following month.

  Business response

  06/23/2022

  Xperience Days did not go out of business and the recipient in question redeemed their certificate as shown in the attached file.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My wife purchased a Bull Ring Ride Along gift for me from this company for my 40th birthday for $120. Due to COVID, they cancelled all the events they had available so I had to wait over a year for more to show up. I kept contacting the company asking for more info and they were very unhelpful. My certificate had also expired since it was past a year and they did reactivate this. Finally when new dates showed up in 2022, their terms of service had changed requiring all attendees to be vaccinated. I am not able to be, but they refused to give a refund saying all things are non refundable. This is fraud and medical discrimination.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩