'Jim & Ben the delivery men' are worth more money. their calm diplomacy and patience was appreciated.
Craig the manager of the warehouse understands the value of 'Goodwill'. he agreed to bill the store the 30 bucks for assembly of my item.

Scott the furniture manager instore was friendly and helpful to a degree BUT needs a serious update on actual customer service.
*I asked to 'Afterpay'. I was charged the whole amount.
my fault I didn’t check the receipt he handed me with a smile while we chatted?
that caused financial stress and non-payment of two scheduled payments and several phone calls by me.

*told me there would be a text the night before from the warehouse about the delivery time. DIDN'T HAPPEN. Jim & Ben explain that is done by the store. I rang the warehouse at 9am to be told by a helpful Craig that the truck had just left.
I wanted to take up the offer of rescheduling because of an important medical appointment made 3 months ago. what a mess!
*I accepted Scott's information and comments.
I asked how much assembly was needed? very little. I realised I could not do it alone. Scott said "just ask the delivery guys to do it."
I did. THEN I heard about the $30 VIP charge for the first time. THEN it was pointed out by Tracey that my receipt had the words 'delivery "NOT" required way down the bottom of a 30cm long receipt.
My item was then assembled and demonstrated working by Jim & Ben free of charge. after I was handed the manual and wished well. these guys are the backbone holding this all together. they deserve at least a beer!
ps. I received two texts I cannot attach.
9.02am - 'good news! the truck has left. call to reschedule.'
11.O3am - 'sorry we could not deliver your item. call to reschedule.'
*the truck had been, delivered, assembled the item and ALREADY LEFT.

It's time for a refresher on Havey Norman's proud claim of 'EXCELLENCE in CUSTOMER SERVICE' and how accurate timely communication is an essential part of that.
*I'm confident Nolan the Owner will attend to this.

I have a valid 2026 voucher.
Red Balloon tells me that the company involved has gone bust and is no longer honouring vouchers.
I DON'T CARE!!
I am entitled to a refund
under consumer law.
I have not made a booking.
RB has my money.
I want my money back.
Simples.

Hi Craig Rickard, we appreciate your frustration, and understand you've spoken with one of our Senior Staff yesterday. As per your discussion, your voucher has past the 18 month validity period for the experience and is valid towards any other experience on our site until 2026. We are also unable to refund you for a purchase you did not make. Please feel free to PM us if you would like assistance in using your voucher.

to Red Balloon:
thankyou for your speedy public reply.
For the benefit of others I will give more details here:

* the purchasing public has a right
to know how Red Balloon deals with such unusual situations.

* my voucher for this experience has an expiry date of Dec 2026.

this was a change and guarantee legislated by the government due
to covid that ALL vouchers now have a 5 year limit or are unlimited.

*your '18 month validity period' is a condition of your making.
it goes against the current consumer rights legislation.

your '18 month validity' condition means the holder
of the voucher does NOT get that legislated 5 year time period.

*this case is unusual in that the company you had a contract with to supply this experience has withdrawn it.
I consider Red Balloon had a responsibilty to advise all such voucher holders
of this fact.

*I was not made aware of this fact.
only that I wanted
to book and could not find it on your website did I ring RB.

* had I been informed I would have requested a refund at that time.

* I have a valid voucher that has been paid for.
the statement that "we are unable to refund you for a purchase you did not make" makes no sense in this context.
RB has my money. RB cannot supply the service. I am entitled to a refund.

*the legalities of your position will be adjudicated by Fair Trading in the first instance and then the Small Claims Tribunal.

I would claim costs in SCT if I am successful and also seek an order that Red Balloon remunerate ALL customers in this situation.
this is how commercial laws can be changed. as you are aware it is a requirement that I seek resolution with RB first. I then having done that to state to you my intentions.

*this could have been a common sense and good will gesture to refund me the value of my voucher in this unusual case.

Now - it is generating negativity and doubt about a company with which I have never had a previous problem.
'it's NOT that these things happen. it's what Red Balloon management DOES ABOUT them when they do' . . to demonstrate fairness and integrity.

*the purchasing public will make up their own minds.
I give you fair warning that you may wish to offer similar rebuttals on Product ReviewTrustpilot and Word of Mouth websites.

*please make no further comment here and refer this FB exchange vote your legal department.
I will accept an ex gratia payment of my voucher purchase price as full and total resolution if they decide it is a more commercially sensible alternative.

*all the very best. this is a legal dispute not a personal one.

called in to get a quote on reattaching a side rear panel that had popped off its clips when I backed onto a low bar.
met Dean. with two tools and a slight lift and twist he had it back in place in less than 30 secs!!
no charge and a big smile.
Now THAT is GOODWILL!!