Pearl Teeth Whitening - www.pearlnational.com

Same experience, do not use this company, absolutely nightmare!

Bought a groupon voucher and they continually cancelled by text the day before the appointment. When I asked them whether there was any point in booking again they said it was up to me. Do they just bank the money for as long as possible for cash flow reasons with no intention of honouring their appointments at all?

Here is a copy of my email to the director sent on Thursday 29 September, and as a true example of their pitiful customer service, still no reply from him...

Hi XXX (name removed)

I hope you can help with the following, or at least give an explanation as to why I’m finding it so difficult to get an appointment, and the subsequent costs to myself as a result:

• I bought 2 Groupon Vouchers for myself and my girlfriend

• I used the online booking to get a joint appointment on the same day for us both, on the 24 September, at 10 and 11am.

• Unfortunately my partner (xxx) had something come up, so I tried to reschedule he appointment to another day, whilst keeping my own appointment for the 24th at 11

• Trying to make this change proved pretty frustrating as initially no one responded to my email, and also your main number was ringing out then went to the mailbox which told me I couldn’t leave a message because the mailbox was full

• So I chased again on email, and (xxx)got back to me, but the email string below shows how difficult I found it to reschedule the appointment

• We finally got there and I had my appointment kept for 11am on the 24th, and (xxx) was re-booked in for the 15th October

• But...at 17:35 on Friday the 23rd I received a text from Pearl National saying my appointment had been cancelled for the 24th, due to the products to be used in my appointment not arriving (I find this odd that a teeth whitening company doesn’t stock up on teeth whitening products?)

• I was also told in the text to call the number to re-schedule, which I did, for Thursday 29th September at 10am (this was the earliest appointment when I called)

• So I took a half day off work today, caught the train from Wilmslow to Manchester at £7 return, to turn up at Peter House and be told that the product needed for my appointment hadn’t arrived. There was also another gentleman there who was told the same and he ran a business employing three workers who he had to give the day off to attend his now non-existent appointment.

• I asked the lady at Peter House to call through to the main office whilst I was there, and when I spoke to the lady who was frantically trying to find the email thread to find out what had happened (I’ve copied it in below). She then said I was booked in for October 29th, which isn’t the case because I booked in over the phone, as requested, on the text you sent on the 23rd September, for 10am on Thursday 29th September at 10am (I know because I put it immediately into my diary when I booked and also moved client appointments I had for that day).

• I wouldn’t ever make a mistake with an appointment because I work as an HR consultant and have wasted a half day of work because of Pearl National’s extremely poor organisation. For your reference, my daily chargeable rate is £750 a day. I wouldn’t lose £375 just for fun!

• Finally, when on the phone to you whilst in Peter House, I was told the only appointment I can now have is the one you wrongly booked in for the 29th October. I asked for this all confirming on an email on the call at about 10am this morning. (Still not arrived on 3 Octber as I speak now).

As you can tell I feel extremely frustrated, and for what it matters, I feel at this point like going onto every review site I can find on the net to repeat this chain of events, and contacting Groupon because I feel they are partially responsible for offering vouchers for a business which can’t deliver to their customers. But I’ll hang-fire on all of this until I get your response.

(xxx)