I paid for an experience offered on the website. Within 20 minutes I tried to redeem my voucher. The website said the experience is no longer available. The experience was available to purchase on the main website at the same time and still is 24 hours later. I spoke by chat, as there are no other options, to first agent Roseleen, having taken approximately 20 minutes to respond, she said the experience is available and the chat ended. I tried to redeem again and the experience wasn’t offered, although it’s still available to buy. I spoke with another agent approximately an hour later, Matthew, he confirmed the experience isn’t offered and he could exchange my voucher for CREDIT voucher that can be used only on buyagift website for other experiences of the same value. I refused and asked for a refund. Matthew started the refund process that will take up to 30 DAYS! In summary, buyagift took my cash for experience they couldn’t deliver at point of purchase, then they offered a voucher limited to their website. Agreed to refund that will return to me 30 days later. This case has been referred to Trading Standards.