{"id":43500,"date":"2023-09-26T00:39:01","date_gmt":"2023-09-26T00:39:01","guid":{"rendered":"https:\/\/lethal-industry.com\/?p=43500"},"modified":"2023-09-26T00:39:01","modified_gmt":"2023-09-26T00:39:01","slug":"never-again-customers-left-fuming-after-gift-card-headaches","status":"publish","type":"post","link":"https:\/\/lethal-industry.com\/economy\/never-again-customers-left-fuming-after-gift-card-headaches\/","title":{"rendered":"\u2018Never again\u2019: Customers left fuming after gift card headaches"},"content":{"rendered":"

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While receiving a gift card or voucher as a present is often welcome, consumers are frequently running into roadblocks when attempting to redeem them, such as unnecessary restrictions and confusing terms and conditions.<\/p>\n

Sydney resident Georgie Barnes was furious after trying to redeem Qantas gift vouchers her boyfriend gave her on her last birthday.<\/p>\n

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Sydney resident Georgie Barnes was furious after trying to redeem Qantas gift vouchers her boyfriend gave her on her last birthday.<\/span>Credit: <\/span>Louise Kennerley<\/cite><\/p>\n

When the 32-year-old tried to claim the vouchers for an advertised flight, she found she had to pay more for the same flight if she used the voucher.<\/p>\n

\u201cI had a ridiculous experience trying to redeem Qantas gift vouchers. Firstly, they make them impossible to use, as you can only book one flight at a time via a specific voucher. Then, once you find your flight, it\u2019s more expensive than if you were to book via the normal platform,\u201d she said.<\/p>\n

After spending time on the phone to Qantas, Barnes had no results, saying the process was a \u201cslog\u201d and soured her experience with the airline.<\/p>\n

\u201cThe voucher should allow you to spend it on the advertised price, not taken to another link where you have to pay more. The gift was a lovely present [but] I\u2019ll never get one again.\u201d<\/p>\n

Tatianna Vassilopoulos faced a similar experience attempting to use a nail voucher her parents purchased from Groupon, finding the salon was reluctant to book her in.<\/p>\n

\u201cAfter four months and many attempts to book, I was unable to redeem the voucher, then the owner told me she was no longer accepting Groupon,\u201d she said. In the end, Vassilopoulos says she had a \u201chuge fight\u201d with Groupon to get a refund.<\/p>\n

Customer experience adviser Aileen Day said too many programs fall flat on their promise and cause more headaches for customers than they should.<\/p>\n

\u201cBusinesses must map out their voucher program systematically to ensure their product delivers easy, and are enjoyable to redeem; even go as far as testing out the redemption process,\u201d she says.<\/p>\n

Day recommends customers read the fine print.<\/p>\n

\u201cIf you attempt to redeem a voucher and are faced with unwarranted roadblocks, you have the choice. Stand up for what you believe you are entitled to, as per the voucher terms and conditions; take it higher if necessary, or report the incident to the ACCC for further investigation.\u201d<\/p>\n

An ACCC spokesperson said there are a number of requirements under the Australian Consumer Law around the supply of gift cards. In general, gift cards are required to have a minimum three-year expiry period, clearly display the expiry date, and not include any post-supply fees.<\/p>\n

If a consumer is unable to resolve an issue with a gift card with a retailer, they should contact their state or territory consumer fair trading agency, which may be able to assist in their dispute, or report their issue to the ACCC.<\/p>\n

A NSW Fair Trading spokesperson said most complaints related to gift cards not working come when there are no details of the purchase or expiry date, and misleading promotions.<\/p>\n

Consumers are urged to check the expiry date when receiving a gift card, keep the receipt and use the total amount. When buying a card or voucher as a gift, always read the terms and conditions to see if the amount must be redeemed at a specific location or for specific items.<\/p>\n

If there is a problem with a gift card or voucher, contact the business in the first instance to resolve the issue. If the matter cannot be resolved, consumers can lodge a complaint with their relevant fair trading body online or over the phone.<\/p>\n

Emily Chantiri is a Sydney journalist, bestselling author and a regular contributor to The Sydney Morning Herald<\/em> and The Age<\/em>.<\/strong><\/p>\n