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Browser does not support script. LivingSocial, the daily deal website specialising in lifestyle experiences, seems to take its responsibilities seriously, as it makes a pledge that if a supplier fails to honour a voucher before the expiration date, LivingSocial will refund customers with credit for future deals.

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If only they always stuck by it. When Reece called Ministry Of Sound in November to book his place, he was told that the course was fully booked and was advised to call back nearer the time of the next course in February. When he did so, Ministry Of Sound took his details but failed to get back to him with confirmation.

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Complaints to LivingSocial didn't do any good either. The February course came and went - and Reece's Christmas gift had become useless as the expiry date of the voucher had since passed. Reece received no experience and no refund, despite the promise on LivingSocial's website. It's a promise that has let other customers down too.

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Elizabeth Ludlow bought a voucher for a 'thrill-seekers' speedboat ride in December as a present for her son who was due to emigrate to New Zealand. As the voucher stated it was valid through until June 11th , she assumed it could be redeemed straight away. Instead, he got a nasty surprise: when he went to book his ride, he was told they didn't even start until March, but which time he'd have left the country. Elizabeth has now waited three months for a refund and for LivingSocial to resolve the issue, and her son has since emigrated.

She, like other customers with similar experiences, wants to know why Vouchers are sold, redeemed and fulfilled exactly as advertised.

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The remainder comprises customers who have changed their minds and obtain a refund, difficulties with supply by the retailer, or other problems with fulfilment. For all purchases, kgbdeals ensures it provides all customers with service and protection in line with consumer law. We act on their behalf in resolving any issues with retailers, and we stand by our no quibble customer service.

This additional support is welcomed by our customers and we are justifiably proud of our standards and service.

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Of course, sometimes resolution can take longer than it should, and we are working tirelessly to improve our service standards to be the best in class. Regarding the two cases you have shared with us, had the customers bought direct from the suppliers at full retail price, our additional service and protection would not have been available.

We believe the peace of mind offered by our daily deals service is a powerful reason for its success, in addition to the very good value for money. They have now informed us they are satisfied with the resolution of the problem, and told us they will use kgbdeals again. Mr Tribe first contacted us on the 9th January and we replied the next day.

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His case was more complex and it took longer to resolve due to a technical error with our database logging, but I am satisfied our customer service team did everything they could to stay in touch with Mr Tribe and sort out the issues with the supplier.