Truly Experiences Reviews 624

I was given a voucher via Truly Experiences when I retired over two years ago, for a meal and cinema club visit to one of the luxury Firmdale Hotels in Central London. First of all the Truly Experiences Concierge Team (in particular Vanessa and Maria - Teodora) quickly confirmed that my voucher would be honoured at a later date when the covid lockdown was announced; they then confirmed a booking at the beginning of May this year when we were able to go; but when I had to cancel near the date because of my admission to hospital they quickly dealt with the cancellation, with kind messages and good wishes for my recovery, leaving me time to book another date when I had recovered. I really appreciated their efficiency and reassurance about use of my voucher, because of its importance to me as a present from my colleagues. My booking is now set again for 5 June, which myself and my partner are very much looking forward to. Thanks to the Concierge Team for providing such professional service on behalf of Truly Experiences. I am very happy to recommend them to others for booking special
occasions. Ian Morley.

Nobody bothers to get back to you! You can only email and after spending a huge amount of money with this company, it’s just a black hole!. Don’t use this company, I will never trust them again with any purchase of mine. You cannot even speak to someone on the phone it’s a disgrace.

Terrible customer service. Spent £180 on vouchers for wine tasting in Dec 2021 and by April 2022 we've still not been able to redeem them as no one from the company will reply to us. I'm confused as to what the point of this company is, as all they do is add an extra step to the booking process, add zero value, then don't even allow you to book your desired event in the end. Avoid at all costs.

I am very pleased to leave this review in what could have been a negative experience for me.

Essentially the customer complaints process was brilliant, easy to contact, and resolved my issues fully. It is with this in mind that I would book through them again without hesitation, as they have gained my trust.

Booked an experience through Truly, service was fast and responsive. Choices were also more luxurious than the other experience day suppliers out there. Nice little chat bot even helped me figure out which gift to choose.

My wife gifted me the garden in a jar experience, after some time agreeing to the booking and confirming, we arrived for the experience, however the venue had no record of it. We then tried to contact Truly and was unable to get through to anyone. We then rang Alyson Mowat directly who advised that she informed Truly the event was cancelled due to her having Covid, days prior and that she sent a reminder email about this the day before as she had not received a reply.

We travelled down from Lincoln to London especially for the event. No one from Truly contacted us to say the event was cancelled, no one answers the number they provide, I have sent emails an no one has answered!
Completely appalling customer service!

We have recently booked 3 experiences that we got for our wedding. Quick responses & really helpful! It was Ellen who we dealt with and she was fab!

Awful service. Spent over £300 on a voucher, trying to redeem for over a week, no response, no service. Would avoid.

The lockdown was an opportunity for me to reflect on life and I made the most drastic decision of my life….no more designer shoes!! Instead, I am putting the thousand of pounds of my shoe fund towards my bucket list which is all the experiences in the Dreams Come True section of Truly website. I’ve done the private shopping experience which was amazing (educational of course) and I am booked in for wine tasting in Tuscany. Still a long way to go but it’s gonna be an exciting journey

Really helpful and amazing customer service. Answered all my questions quickly. So many exciting experiences to choose from. I found the perfect gift for my future mother in law ;-)

The experiences on the Truly Experiences website are spectacular and really made my Christmas shopping very easy. None of my friends or family want objects for Christmas anymore and myself got tired of receiving scarf and cuff links every year. Especially after the lockdown, everyone wants to be treated to a dinner or massage. My friends and relatives will be very pleased with my selection this year. Amazing selection

Really impressed by how my request was dealt with. I had to make several special requests because of covid and my personal situation. This is the most professional and friendly team I have dealt with

very quick and responsive from Maria-Teodora, looking forward to our lunch in Bray!! thanks!!

I treated the mumster to a champagne afternoon tea and massage at the Browns hotel. After the experience, she called and said I was the best son in the world so I’m guessing that everything went perfectly.

Thank you to Maria-Teodora for her quick response and helpfulness booking our cheese and wine experience that had been delayed due to covid. Very much looking forward to it in March 😊
The Cables.

Maria-Teodora could not have been more helpful with the booking - looking forward to our treat afternoon tea in January!

Poor communications and a rip-off.

My partner and I were gifted a coffee-tasting experience by a family member just before Covid, and thankfully we were able to put it on pause until late 2021. When things opened up again, I contacted the Customer Service team to book the experience and was told it had been "disabled". As much as I'm sure this was out of everyone's control, naturally we were still disappointed and I asked why this was the case but never received an answer.

After waiting several weeks for a response, I contacted the company again asking to exchange the voucher for an experience of the same value. Eventually we were able to book a 3-course meal, but we were not informed that there would be an extra charge on top for this. Plus, the voucher did not cover the full cost of the experience, which we were not told until we received the bill!

The meal itself was lovely but not worth the money or the fuss.

Lamborghini driving and fine dining with a hot chick…says it all ;-)

Go raibh maith agat.

I will be back, friends at Truly Experiences!

My husband owns a dental practice in North London. Since 2015, we have been purchasing gift vouchers for our 25+ members of staff for Christmas and birthdays. Our staff are always so delighted to receive Truly experience gifts so much so that around this time of year, the hottest discussion topic at the practice is “who is going to receive what experience this year”.

The Truly customer service team are one of the best that I have dealt with so far; every November, I send them a list of our staff. Within a day or two, the service team email me back a list of proposed experiences that they have picked for each staff. Their selections are always spot on and what is more impressive is that there have never been duplicate experiences given to the same person in the last five years. Some years ago we needed specially curated experiences for a fund raising event and the team turned around my last minute request very quickly and professionally.

Truly is a company that really cares about their customers. The customer service team are composed of real people who are sincere and use their common sense and empathy instead of providing cold scripted responses. These are qualities that have made us come back year on year in addition to their vast range of experiences. I wish the Truly team all the very best and hope that they continue to deliver such high level of service.

Sincerely Olivia M

Initially I was disappointed because my experience was no longer available but thanks to Maria Teodora and her excellent customer support I was able to book an alternative which was just as good.