Truly Experiences Avis 

Provided incorrect time and no location at all for a wine tasting. Spent an hour walking around Mayfair trying different hotels to try to find the correct one.

Uncontactable. Phone number didn't work and did not respond to emails sent during the day.

Having used Truly a number of times since 2016, I'm so disappointed in the how bad both their Product & Customer Service has become.

In 2019 I purchased an experience for my Sister in Law's 40th, which suddenly was "no longer offered" and so the only option was a refund or to pay more to have a different experience. I've since purchased another experience which also now suddenly is "no longer available" and having emailed multiple times; I'm having no luck in contacting anyone at Customer Service for a response; even after the automated chat bot explained I should have an expedited reply after 24 hours.

I'm fully aware that the pandemic has negatively impacted the hospitality industry and accept that this was likely the case for the first negative experience for the purchase in 2019. However, having purchased an experience post pandemic and had the exact same response, I'm of the opinion Truly are using the Pandemic as an excuse to disguise poor management and customer service.

Booking request for experience acknowledged immediately and kept updated throughout process by Jian, so avoiding any delay in reserving hotel accommodation and other dependent arrangements

Had someone named Vanessa who helped me through the entire process .. very helpful in her answers , explanation on how to go about making my booking and prompt with her replies and follow up . A good service, so well done.

Truly organised a long New York weekend for us. We had won this as a charity auction prize and expected lacklustre execution... How wrong we were - they picked a great, well appointed and centrally located hotel (The Iroquois), organised a private tour of the Metropolitan Museum with a genuine professor of Art History and sent us off to a great New American 5 course dining experience at Gramercy Tavern. Our timing requests were promptly accommodated as well. Great experience indeed!

Ellen was great. Very helpful and prompt with her communication.

My only gripe was that the voucher was ambiguous to the fact that the experiences had different price points.

We ended up having to 'top up' our voucher so that we could actually make use of it as none of the experiences available had the monetary value of the gift amount sold to our friends

Jian has been super helpful and really responsive!

Ellen has been very helpful in making changes to an original voucher experience, her responses are always very fast and she delivers on her promises. I had never used Truely myself before receiving as a gift however I look forward to using them again soon. Thanks again Ellen for going the extra mile it is appreciated

Just want to say how good Truly Experiences have been and Ellen in particular to accommodating our request
Ellen went beyond expectations and was so helpful
All the team have been great thank you

Very pleased with the help Vanessa gave me sorting out dates for my experience. Quick and informative responses to my e.mails

Found their customer service to be very good. Vanessa communicated well throughout.

Maria was super helpful sorting out my vouchers which I had got all muddled about after COVID. Super organised, informative and friendly. and very communicative.

Ellen provided excellent service while making our booking - thank you very much

Excellent service (especially from Ellen) thank you for sorting out our experience, we are really pleased we could get the date and time we wanted given it was shorter notice than would usually ask for.

I can honestly say this is the very best customer service I have ever received from business on the internet.
Vanessa, my concierge went above and beyond to coordinate two bookings with with different companies so our table of two became a table of four.
She kept me informed and up to speed every step of the way.
In my opinion customer service as it should be.
Vanessa is a credit to herself and a valuable asset to the company.
All we have to do now is enjoy the day in October.
Thank you again one and all.
I will of course review the actual experience when I have experienced it. !!

Dreadful. You cannot call a person, the Chatbod just keeps saying no one available,no response to emails. I just cannot get through to anyone!

I bought the whiskey experience for my partner. Upon claiming today, i was told they weren't taking place any more!! This cost hundreds of pounds. My partner turns 40 - i know gave nothing booked!

An excellent weekend which exceeded our expectations. Ellen in the office gave an exceptional level of service

Vanessa was amazing accommodating and super friendly. Her professionalism was truly appreciated in our situation. Thank you Vanessa

Excellent customer service!!! Ellen from the truly concierge team went above and beyond to sort out a 1st wedding anniversary treat for me and my husband. She was extremely efficient from the offset and made the whole booking process very easy. Would highly recommend 😊