Truly Experiences Avis 

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.

I don’t understand what the negative reviews are all about. I have been purchasing experiences through Truly for the past five years and I really can’t fault them. During the lockdown I had a few vouchers expiring and they kindly extended them for me. The customer service has been quick and responsive. We went on a couple’s spa day at Como Shambhala last month and the experience was flawless from booking to finish. Also I was so pleasantly surprised by the goody bag to congratulate me for our wedding anniversary. That was such a wonderful gesture thank you so much.

It is very disconcerting that there is no one you can contact on the phone. I have voucher for shard dinner package and want to book, but need to know what dates and availability they have. Also the email quoted on the answer phone message is not registered and finally have sent email to concierge@truly. Waiting for a reply.

During the Pandemic the team at Truly were so helpful. I spoke to them on the phone and my experience was turned into a voucher.
However, I am now trying to book my experience and what a nightmare. I’ve emailed numerous times and receive the automatic response and the telephone doesn’t connect to anybody. Now what? They have my money and I have nothing. What a shocking company….so very disappointed 😔

Maria-Teodora has been amazing! I think I have had to postpone this Savoy lunch numerous times what with the pandemic and then my Mother needing a hip replacement! I have had nothing but 10/10 star service and would absolutely recommend this company. I will definitely book something fun with you again. Well done for fabulous service. It’s such a rarity these days. 👏👏

I am only giving 1 star, as I’ve emailed, left a message on your answerphone since 12th October, leaving a customer nearly 15 days without confirmation is not acceptable.
I’ve requested to redeem my afternoon tea at the Shard but no confirmation from you that you have done this. Poor service, not like when you extended it due to Covid I had response in 3-4 days.
PLEASE contact your customers either via email or by phone. We need to make travel arrangements
Email received from Zornitsa saying they would check availability and get back to me by the end of the day, again no update! What’s wrong, cannot someone of Truly ring the Shard and check availability. You’ve now had 15 days to do this, total rubbish information you are giving out. Seems like I cannot redeem my gift, so please do the right thing if you cannot book me in REFUND
28/10 Thanks Zornitsa for confirming 20th November, I hope Truly Experience catch up with the voucher redemptions

I contacted them about booking an experience for a specific date and they replied saying that the date was available and they could sort it as soon as I paid. I paid and provided my certificate number and 10 days have passed and I’ve still heard nothing or had no replies. Shockingly disappointing. I will absolutely not be using them again and have asked for a refund but guess what… no reply to that either! Awful customer service.

I find Truly Experiences the best way to buy presents. Not only for others - but to treat ourselves as well. The variety of experiences is amazing and you can find one for any taste and price.
But what's more important, their service is the top. They reply promptly and always sort out any issues if any arises.

Another wonderful feature is that having a voucher - you do not need to call the supplier. You email Truly with your availability and they organise the booking for you.

I use them a lot and recommend them with all my heart.

Always a very professional and smooth experience booking with Truly Experiences. Maria-Teodora looked after my booking on several counts and has been exceptional.

Edit: I thought I requested a weekend booking but I accidentally put Fridays on the request form, I think their calendar starts from Sundays.. Anyway it was a MISTAKE ON MY BEHALF and I sent an apology letter. Therefore updating this entry to 4 star.

Although I requested to book the wrong date initially, I still believe their booking system is far away from convenient.

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no availability is shown in the booking calendar for you to be able to pick a date. I just put down two weekends that I'm available for the services but ended up receiving a mid-week booking that I cannot attend.

Their phone line is just automated. you don't get to connect to a person. The automated voice just reads out what is already available on their website then hangs up, very unhelpful. I just wanted to amend the booking they enforced on me without prior checking with me - supposed to be a luxury experience...

I found the time to email them in the end and just got further automated emails saying that I should be expecting delays.

I was gifted a massage voucher for a spa day or some sort but there is not enough info on site for me to understand what is included on the day, who am i meeting, what am i supposed to bring with me etc.

Fantastic service in booking and using the voucher - really good - highly recommend

I received my voucher early 2019 as a birthday gift. Not able to use because of covid, I contacted Truly who extended it. They were very friendly and helpful. I have just arranged to use my voucher and have finally arranged a date. Again they were very helpful with a kind and professional service. Thank you Maria.

I received a voucher for my birthday and wasn’t really sure how to use it but it turns out the process was super easy! Neither of my preferred dates were available unfortunately but a member of staff got in contact with me very promptly to let me know and provide me with a range of alternate dates. They were very helpful and I’m looking forward to my wine and cheese night :)

The worst customer service I’ve ever experienced.

Been trying to book an experience through them for over 2 months now. Their customer service is shocking. They ignore emails and there is no phone number to contact them on

The meal we were given turned out to be no longer available. Truly Experiences immediately offered us alternatives. we chose one, which are are really looking forward to. Our Truly Concierge, Mara-Teodora, was both charming and very efficient. So far, we've had a really wonderful experience!

Although the gin tasting experience was good. Truly experiences emailed us the wrong time to attend, which involved a lot of waiting around. I did email them about the timing issue, but as yet had no response or apology!

Having suffered from the Covid lockdown. Truly Experiences went out of their way to accomodate my requests. They even changed the venue when the one i booked weren't open for lunch. There was no hassles and courteous service. Highly recommended.

The staff I delt with was very helpful
And could not do enough for us always
made you feel that you was important