Red Spotted Hanky www.redspottedhanky.com

My daughter booked a train and when went to the checkout did not include the vouchers she had and paid in full, she then cancelled the trip and booked the same journey again using the vouchers. We tried to get a refund and were told we had to collect the tickets for the unwanted journey from the fast ticket machine, attach them to a refund form, send the form by royal mail special delivery and we would get a refund less a £10 admin charge, the refund would take up to 28 days to come through. I then rang the company and explained what had happened and that we had simply made a mistake when booking, the operator told me there was nothing they could do and we would have to follow this procedure, previously if I have booked tickets and not collected them from the fast ticket machine, we have managed to get a full refund. Beware of this refund policy and if you do decide to use this company make sure you check your payment information before checking out as a simple human error can prove to be very expensive with such an inflexible operator

Wish I had read the reviews of this company (which used to be good) before buying tickets.Makes virtually no attempt to provide decent customer service.No complaints procedure.Everyone including CEO ignores emails when it suits them.Beware.

There are no words to describe the shocking treatment that I have received from this company. Will never, ever deal with them or their staff again. There should be a score worse than terrible!!!

I booked a return journey from Manchester to Cornwall total cost £154. Unfortunately within a couple of hours I had to cancel the journey. I went on to the website and went through the refund procedure and thought that my refund would be processed. I kept checking but status was still "refund pending". I didn't think anything for a number of weeks as it does say refund will be paid within 28 days plus 5 days for it to clear my account. After a couple of months Inrang them only to be told I was supposed to print the form off and send it to them. Their words were "we can't possibly keep track of all the refunds online".!I would have thought an online request would be easier than receiving mountains of forms! They said it was now too late and that my refund was no longer on their system! I'm absolutely furious they have had £154 of my money. Nowhere on the refund page does ornate to print off the form. Is there anyone else I can complain to?

I used the red spotted hanky website on 29th May 2016 to purchase 3 adult tickets from London Euston to Watford Junction for 23rd July 2016 with the option of applying two railcards (one 16-25 and one two together cost) on an open return option.

I wished to return the following day but was unsure on the exact time which is why I went for an open return option.

The price came up as £21.60.

On checking the details for this journey in my phone application I discovered that this had come up as a day return and not an open return.

I telephoned immediately and spoke to a customer services operator.

When I explained the situation they that it would be possible for a full refund because I had telephoned within the hour and I would need to make the adjusted booking and then telephone again where someone from customer services would be able to issue a refund for the incorrect booking. He said he would put a note on the system explaining this.

When I went back into the website to rebook, I found that I was unable to do a open return for this service and each journey was coming in as a single journey at £21.60 (railcard discounts included). To book both journeys would be a cost of £43.20!!

The cost of this for one stop is more than it is costing to get from Poulton-le-Fylde to London Euston return!

I telephoned customer services and spoke to a lady this time, I explained my predicament and she checked my file and said that there had been no note put on it from your operative. The lady was quite rude and short with me and I felt that she spoke to me as though I was some kind of idiot.

Some of the things she was asking me to do I was unable to as I was using my mobile telephone.

You are probably aware that some information is not available on a phone website as is on a PC website which was the issue I was having.

She too checked with National Rail enquiries and with your own website and agreed that because the journey from London Euston was short in length there was no open return available, so the cost would be £43.20 (two singles) which I would have to book separately then phone back for them to refund the £21.60 I had already paid.

I said that the journey booked was no good to me at that price and said I didn't want to book a journey at £43.20! In tern I was told that I would be billed £10.00 for admin charges so would have £11.60 refunded back to me unless I re-booked.

I ended the phonecall, but thinking about it I am outraged by the ladies attitude and an admin charge of £10.00 for something which is not clearly explained on their website by the options of ticket availability.

I can't believe that it costs £10.00 to send an email out, which I never received for a journey that isn't until July!!!

I had a response to my email ensuring that everything was correct in the ways I had been informed and that they would be able to assist further and were processing my refund minus the 10.00 admin charge!

I regularly have used this company in the past but will never do so again in the future.

I booked a return journey FOR 2 from Stoke on Trent to Paignton costing £190,when trying to book it wouldn't give me reserved seats for the return journey, i phoned red spotted hanky and was told there computers had been playing up but book it then call back and they would sort it.

My confirmation email stated no reserved return seats phoning again I was told it was because I hadn't specified a time for the return journey, when I pointed out that I had they said yes you have you will receive another email with your seat numbers, 2 days later I got another email saying they couldn't do anything after another phone call they said it might be because the train was full or I hadn't specified a time for the return journey, when I told them I wasn't standing up for over four hours and pointed out I had specified a time they said I would receive another email with seat numbers, 2 days later I did get another email this time I did get reserved seat numbers at the 3rd attempt.

After all this I went to my local train station to print my tickets, and yes no return seating, after asking a very helpful attendant at the stations booking office he printed my tickets off and yes they had reserved seat numbers.

Just when I thought it was sorted the attendant asked why have you paid £190 when you should have only paid £89.60, in despair I phoned yet again when I got home and was told it was because I hadn't specified a time and had paid for a anytime return ticket when it clearly shows the time on all my emails, Rubbish Service & Rip Off Merchants

Do not use this site!!!

I booked a senior railcard to London, and realised straight after when they sent the confirmation email that it didn't include underground travel, so I rang to cancel. I was informed by the rather rude customer service assistant that the £8.20 ticket would cost £10 to cancel due to 'admin' charges and my only option was to book another ticker, which was not an option as they didn't do any tickets which included an underground ticket - So basically no refund even though I called straight away and explained I had made a mistake, never use these people

Booking fee is not obvious until you get to the payment stage. Other companies do not charge a fee. Also, the loyalty scheme states (hidden) that loyalty points collected in a calendar year must be used in that calendar year otherwise they expire. They do not send an e-mail to warn you about this, just hidden in terms. Not a good scheme.

As someone who never really leaves reviews i had to warn people regading this outfit ( calling them a company is not fair on decent companies )The service from the outset was appalling from the website to customer service! if i could have given them no stars i would have, feel cheated out of our hard earned money by these people. No tickets for our train and told to buy more for the same journey!! still waiting for our refund and insulted by there customer service.

I bought a ticket, then needed to change the date by 1 day, which I couldn't, so I had to buy a new ticket, then was promised a refund. The refund process is very hard to fathom, but appeared to be working, so I left it, then wondered why I'd not got any money back. When I phoned them, I was told that I had needed to write in to them with the ticket in order to get the refund - absolute rubbish for an online company - and I'm now down £150.

Don't use this company, I found the website to be unintuitive, and the help non-existent.