Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have a gift card for an experience for two. "****************************** Cruise." Sunset Cruise for two from ************, **. I have been unable to redeem. In the past I was directed to mail a self address stamped envelop to the address listed on the business to obtain an updated redemption. No reply occurred. I have left recent voicemails seeking guidance, no response was received.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a 500$ gift certificate from my coworkers for my birthday for ************************. I tried to use it to book skydiving experience. After some back and forth, I was able to book the experience and it was with ****************************. When I called this place, they knew nothing about this reservation and never heard of *************************************. The place is a complete and total fraud and we lost $500.

• Initial Complaint

  10/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received a certificate for the Connecticut Dinner Train *********** as a birthday gift from my children. Redemption 457289Z1ZCNG4DWH8Z1. I have tried to make reservations several times.When I called the Essex train phone number I was told to contact Xperience Days directly. **********. I have been unable to get an answer at that phone number, have left messages for a call back and no response to email *************************************

  Business response

  10/24/2024

  All Xperience Days certificates issued include redemption instructions. All reservations must be made using the instructions provided on the certificate. Reservations can be requested via the Xperience Days website at any time. *******************************************

  Reservations cannot be made over the phone, via email or with the operator of the activity.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,I purchased a sailing experience from XPerience Days and received a confirmed order number. The email confirmation did not have a date or time listed for my experience. I contacted the sailing vendor directly to find this out, and they told me they did not have any information from Xperience Days about my order. I have sent multiple emails, contact forms, and left voicemails for Xperience Days to help me rectify this issue, and they continue to respond only via email with the same stock answer. The answer they are giving me is not resolving my issue, and they are not speaking to me/escalating it to solve this issue.

  Business response

  10/24/2024

  Xperience Days sells gift certificates redeemable for reservations of activities. Prior to all purchases customers are informed: 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.

  Certificates are delivered via email and made instantly available at the time of checkout once the transaction is complete. 

  All inquires received from ******** ***** **** <********************************> were addressed and information and instructions provided accordingly. 

• 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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had gift cards that we had been given by Crown Castle International a few years ago. I asked the company if these were still good. I was told that the price had gone up for the Pittsburgh international cooking class by $40. I bought two cooking classes ($80) on 9/20/23 and was told via the email that the original purchase price would be honored for 1 year. I went to redeem them a couple days ago and was told they had expired. When I wrote to the company, they told me the price had gone up and I would need to provide an additional $30 each for the classes. Is this a scam? It says on the email clearly that the original amount is good for one year??? I would like a refund of my $80 and I am very disappointed in this company?

  Customer response

  06/07/2024

  I have added charges that were taken out of my account in November of 2023, of which the company is refusing to acknowledge.   I have asked for the refund of $80 that was taken out, but the company is stating it never was. 

  Business response

  06/13/2024

  As communicated to Christopher Regis Pickell:

  As stated in the emails below: 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 is responsible for the price difference. Therefore, the redeemer is responsible to pay the current price increase due when making a reservation at any point after 12 months from the date of purchase. The date of purchase was December 9th, 2010.
  
  If you wish to use the certificates for the activity originally purchased, then you would need to pay the additional price increase. Otherwise, you may exchange the certificate(s) and apply the value towards any other activity offered.
  
  In order to exchange a gift card, you must return the original mailed to Xperience Days at: PO BOX 774865, Steamboat Springs, CO 80477. Please include your name, email address, telephone number and address. We will then credit your Xperience Days account for the original amount of the gift card. We will send you an email to let you know once we receive the gift card and credit your account. You can then use that amount towards any of the other experiences that we offer on our website for yourself or another. 

  Customer response

  06/15/2024

  Lets start from the beginning.  In 2010, an award for $1000 in experience dollars was provided to us from Crown Castle International.  We tried to use half of this money in order to go on a hot air balloon ride, but this was never done because the company went out of business before we could use it.  Therefore, we bout 3 gift cards at $100 each for a couples cooking class in Pittsburgh (of which, per the photo, we still have in our possession), thus leaving $200 in experience dollars that are unaccounted for by the company.  Now, we never used these cooking classes and since we never used the hot air balloon ride, I am still not sure what ever happened to the money that was handed over,  But, lets get to the matter at hand,  Fast forward to last year when I contacted the company to see if I could still use these gift cards.  I was sent an email stating that the prices for the class had gone up by $40 per gift card and that this money would have to be paid upfront in order to take the cooking class.  Yes, I was lead to believe by the company and per the emails sent that I would only have to pay an extra $40 per class.  Again, I was not sure what happened to the amounts that had been on the card all those years ago, but one would assume a company of this size would have records....and of course they do not.  Anyway, I looked at the cooking classes and found that they were $100 per session, so I thought, this is still a good deal.  I then paid the money in November (which can be seen on the bank account records that I provided), and was allowed access to the site.  I still have the confirmation email that tells that an account was created for me because I had paid for these experiences.  Fast forward again, to last month, when I was surprised that my certificate numbers did not work.  I contacted the company and received another email stating that an extra $30 would be needed for each certificate since the price had gone up.  I told the company that, per the emails they sent, that I would not need to pay this extra because the price I paid was good for a year from the pay date.  Magically, the company did not know what I was talking about and told me that these gift cards were from 2010 and that there was nothing on it.  So first off, why send me the updated $30 per certificate email if there was nothing on the cards and the cost was $100 per session.  So in response to this company reply, I am not going to send the only evidence that I have because I do not trust that this company will discard them or have them destroyed.  Also, my reply is still the same:  Give me my $80 back that I have paid due to emails that the company sent which were very misleading.  I have given the facts and I want my money back and will not stop until I get this.  I should be asking for the entire $1000, so I believe the company is making out in this situation,

  Thank you

  Customer response

  06/17/2024

  Consumer

  Most Recent Message

  Date Sent: 6/15/2024 2:56:31 PM
  

  Lets start from the beginning.  In 2010, an award for $1000 in experience dollars was provided to us from Crown Castle International.  We tried to use half of this money in order to go on a hot air balloon ride, but this was never done because the company went out of business before we could use it.  Therefore, we bout 3 gift cards at $100 each for a couples cooking class in Pittsburgh (of which, per the photo, we still have in our possession), thus leaving $200 in experience dollars that are unaccounted for by the company.  Now, we never used these cooking classes and since we never used the hot air balloon ride, I am still not sure what ever happened to the money that was handed over,  But, lets get to the matter at hand,  Fast forward to last year when I contacted the company to see if I could still use these gift cards.  I was sent an email stating that the prices for the class had gone up by $40 per gift card and that this money would have to be paid upfront in order to take the cooking class.  Yes, I was lead to believe by the company and per the emails sent that I would only have to pay an extra $40 per class.  Again, I was not sure what happened to the amounts that had been on the card all those years ago, but one would assume a company of this size would have records....and of course they do not.  Anyway, I looked at the cooking classes and found that they were $100 per session, so I thought, this is still a good deal.  I then paid the money in November (which can be seen on the bank account records that I provided), and was allowed access to the site.  I still have the confirmation email that tells that an account was created for me because I had paid for these experiences.  Fast forward again, to last month, when I was surprised that my certificate numbers did not work.  I contacted the company and received another email stating that an extra $30 would be needed for each certificate since the price had gone up.  I told the company that, per the emails they sent, that I would not need to pay this extra because the price I paid was good for a year from the pay date.  Magically, the company did not know what I was talking about and told me that these gift cards were from 2010 and that there was nothing on it.  So first off, why send me the updated $30 per certificate email if there was nothing on the cards and the cost was $100 per session.  So in response to this company reply, I am not going to send the only evidence that I have because I do not trust that this company will discard them or have them destroyed.  Also, my reply is still the same:  Give me my $80 back that I have paid due to emails that the company sent which were very misleading.  I have given the facts and I want my money back and will not stop until I get this.  I should be asking for the entire $1000, so I believe the company is making out in this situation,

  Thank you

• 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 LookAfterMe@xperiencedays.com (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.

*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. ↩