A mum said she felt “ripped off” after shelling out for a blank DVD at Funderworld amusement park.
Jackie Earls, of Lawrence Weston, went to the Durdham Down funfair on April 11 with her 13-year-old daughter Nicole and some friends.
The DVD mishap came after St Katherine's School pupil Nicole and Henbury School pupil Regan, 14 went on the slingshot ride.
The ride cost £5 per child, on top of the £14.99 each person paid to get into the fair.
Mrs Earls, 33, then paid £6 for a ‘catch the moment’ DVD showing the reactions of the girls on the slingshot – but when they got home they found it was blank.
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The mum contacted Funderworld on Facebook the next day and received an apology.
She said: “They offered to either let the girls ride again for free and get another DVD or a refund. As neither girl wanted to go again I asked for a refund.”
After making this request on April 14, Mrs Earls did not receive a response until April 24, she says.
Her friend put a public Facebook post on the Funderworld page on the evening of April 24 about what had happened.
“Half an hour later we finally got a reply asking how we wanted the refund,” she said.
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“It is a shame that we needed to publicly call them out for them to get back to us."
Mrs Earls received the £6 refund on the morning of April 25, but she believes Funderworld’s handling of the situation was “disgraceful” and she felt “ripped off”.
Though her group had a “fab” day out at the fair, she felt “ignored” after asking for the money back.
“I know it’s only £6 but that’s not the point,” she added. “We wanted to capture the moment and now we will never be able to.”
She joked: “I was hoping the girls would have been pulling all kinds of faces on the ride. We just wanted to make fun of them because that’s what parents do.”
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A Funderworld spokeswoman said the blank DVD was due to a technical malfunction.
She added: "On receiving their correspondence we immediately responded and provided two options to resolve the situation.
"Option A was for the riders to return free of charge to re-ride and regain the experience that they had lost and acquire a DVD recording of their experience.
"Option B was to have a full refund. The riders chose a refund and in order to facilitate this we were awaiting their instructions on how to effect this.
"Obviously without this information we were unable to provide a refund."
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