The Draw™ Avis 338

Réponse de The Draw™

20 avr. 2021

Hi Alison, we had already replied to your email today confirming that you can see all the winners on our winners page for each draw you have entered. If you need further details of the draw, please don't hesitate to get in touch and we can confirm any details you require.

Réponse de The Draw™

3 oct. 2020

Hi Andy, you can withdraw your wallet funds whenever you like, have you clicked the withdraw button? Please could you change this review as it’s a little unfair when we have contacted you and offered a refund. Many Thanks.

Hi Andy, in response to your edited review, I myself have emailed you twice this week to sort your refund, please check your emails. Also your original refund request did not give us an opportunity to sort it for you before you had posted a negative review saying we had ignored you, so this was very unfair.

Réponse de The Draw™

16 sept. 2020

Hi Graham,
Regarding your review and to provide a summary of the situation.
We have been trying hard to sell the camper draw tickets for the past three months since launch but despite our teams best efforts and in this current climate it has not proved possible to generate sufficient interest.
Believe me we are genuinely all as upset about having to cancel the camper draw as you.

Therefore, as you have pointed out, we have now added low ticket number draws for a variety of prizes to get quick results as we know from customer feedback that this is required and has been requested.
Rather than draws having 9,333 tickets for sale, as did the camper draw you entered, the new draws have on average around 450 tickets for sale which deliver great odds and a much faster timescale from launch to draw.
In the current climate we expect this approach to deliver greater value to customers with a quicker sales timeline.

To address your comment concerning the refund.
There is no issue at all in you accessing your refund, if you go into your account on the website and enter your wallet you will find the standard refund request facility which has always been a feature within the website..
This is a feature that enables a customer to take out the value of their wallet at any time, and as such there is no issue at all in you doing this.

Regarding the cancellation of the camper draw, please be assured that we thought long and hard regarding this, and after a great deal of consideration, the best way forward was to accept that tickets sales were slow & not improving and react accordingly.
By offering a variety of new low odds alternative draws, along with a 10% wallet bonus if a customer wishes to enter the new draws , we have provided existing customers with the choice to move forward with us or alternatively to take the wallet refund.

Additionally, and noting the point in your review, we must state strongly that we always operate in a 100% correct manner and would never act in any kind of fraudulent way or with less than acceptable standards.

What has happened here is unfortunate, but please be assured that as a business we tried extremely hard to make the camper draw work regardless of advertising & marketing costs but it has now reached a point where it is clear that to progress would not achieve the required level of sales.
Hence the action taken to move things forward by providing the options for you to either use the amount in your account wallet, plus the bonus, and choose one of the new prize draws or to action the refund request facility in your wallet.

We are very grateful to existing customers who support our new approach moving forward and we also thank existing customers who do not wish to continue with us.
Therefore in your case we thank you for your camper ticket purchase and would obviously prefer you to stay with us, however we completely understand that you have decided to take the refund route.
Please let our support team know if you require any assistance in terms of the wallet refund facility and we will be pleased to assist.
All the best.
On behalf of the Draw Group Directors.
Best regards, Garry

Réponse de The Draw™

15 sept. 2020

Hi Kevin, we’ve tried to be as honest as possible with our customers, and explain what hasn’t gone as we had hoped and why, and to Thankyou for understanding whilst we make some changes. Your refund request is being processed so you haven’t lost out and we couldn’t have been fairer really, so would have hoped you would have understood a bit more than new businesses often experience challenges especially in the current climate. COVID has taught us all to be more empathetic and understanding, and whilst we are as disappointed as you, we don’t think we could have been any fairer than offering your money back or a credit with some extra for your support. As you will know many businesses in our position cease to continue but we thankfully have support of our customers and a plan to develop.

So we thank you for your support, but would have appreciated some more understanding especially as we are trying to create jobs when others are cutting them and without our customers ongoing support that wouldn’t be possible.

All the best.

The Whole Team at The Draw.

Réponse de The Draw™

15 sept. 2020

Hi Stephen, Your refund is processed immediately and arrives in your bank as fast as your bank processes it. Some banks take longer but typically 3 days is normal. In good faith we have contacted you to explain the situation and be as honest and fair as possible, hence us offering a credit with a bonus or a refund if you wish. Regarding the M4 and MINI as you will no doubt be aware entering these draws with others, ticket numbers make a huge difference, we have reduced the mini to under 1,000 tickets when it was over 7,000 and yet the ticket price has only gone from £5 to £18, we are running this competition at cost, with absolutely no margin in the vehicle. So all the savings have been passed on to you the entrant. As with lots of businesses we are relatively new and trying to provide something a bit different in the sector with quality, honesty and transparency. New businesses should be given a chance, especially when they are honest about when things don't go how they wanted but keep customers informed and try to do the right thing. Alot of our customers are being really supportive and understanding, and for those that don't wish to enter another draw just yet we of course offer a refund, but to write such a negative review when we have been upfront and fair, seems unnecessary and also damaging to a business trying to create jobs, value and quality in an economy that isn't exactly favourable at the moment. If COVID19 has taught us anything, it is empathy and understanding. Everyone has to start somewhere, and the best organisations are those that improve and grow as we plan to.

We would love an opportunity to change your mind and your review, and anything we can do to apologise for your disappointment.

All the best.

The Draw