Update: It has now been 3 more working days since Wowcher replied to this review, stating that I would receive a response from the merchant within that time. I have messaged and emailed them again and they're still ignoring me.We purchased a holiday through Wowcher on 24th September 2025 (Order Number: 50308137) for our holiday that was supposed to be in December, and it was auto redeemed. When it was auto redeemed, it did not allow me to fill in my personal information to be contacted. The booking went straight to the third party company, The Travel Makers, who we had to contact constantly to try and get any information. They reassured us that we had plenty of time, and we shouldn't worry to rush, yet after a month of numerous calls and being told to wait for our agent (Sonika) as she's very "busy". We then finally got into contact with the agent on WhatsApp, and she tried to upsell us on additional deals. Once we made it clear that we didn’t want to upgrade or pay more, the agent mysteriously stopped replying. It has now been two weeks since then, and a month and a half later, we still have no flight times, hotel names, or hotel dates. We called The Travel Makers multiple times (after being hung up on several occasions and receiving no replies to the emails I sent). When they finally answered, they told us that somehow our voucher had expired even though it had already been auto-redeemed, they told that we would need to contact Wowcher directly to get a refund. (We have this phone call recorded.)Their delay for the voucher to be "expired" was entirely due to their lack of response, not ours.We then tried contacting Wowcher’s WhatsApp customer support to request a refund, as the service we paid for has not been provided. However, they passed the case back to their third party, who (as already mentioned) told us to contact Wowcher. This has become a constant back and forth where neither side takes responsibility, so nothing gets resolved. Now, Wowcher’s WhatsApp support is no longer responding either.At this point, we are left with no choice but to take legal action and involve the ombudsman. We have proof of all contact and phone recordings. What they have done is borderline illegal and goes directly against the Consumer Rights Act under UK law, as the service we paid for has not been fulfilled.
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