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Stephen Payne


The following is an emailed conversation with him, which took place last night 14-12-2016.
Emails from a 'Stephen Payne' are in bold, the replies from Park Director Andrew Swales in italics.

This person has published lies about the Park after his attempts to obtain money from us were refuted.

We have a screenshot on file, taken from his Facebook page - left just after he posted an edited part of our 'conversation' by a 'liker' which states - 'Finally someone has said no to a refund request from you - lol''

This would appear to be confirmation of serial attempts to obtain money in this way, and have given it and the original emails to the Police.

Please note -
Attempts to obtain money from the Park in this way will not be tolerated - and ALL will be published, and reported.

-----Original Message----- From:
Sent: Tuesday, December 13, 2016 12:42 PM
Subject: Online Enquiry

Name: Mr Stephen Payne
Subject: Complaint
Good Afternoon,

I don't know if you received my email, facebook message and many missed phone calls or you just hoped id go away but I am still persuing a refund for two adult tickets from July. I brought my girlfriend here after a fantastic visit earlier in the year and we actually felt that it was so poor in July, we requested a refund from reception. We were told that only a manager can do that and no one was there. We left and went to West Lodge farm park which is significantly smaller yet was a much better day out. Normally Hamerton Zoo is brilliant however on this one occasion there were very few animals on display coupled with rude staff and poorly laid out paths due to construction. I did not receive what I paid for and I require for you to reimburse me. I will chase this up again in two weeks time by which I expect resolution otherwise I will seek trading standards advice as "not as described" services/goods.

Thank you


On 13 Dec 2016 5:17 p.m., "HZP Office" wrote:

Good afternoon

Thank you for your message, just received here at 5pm, two hours after our office closed.
I personally have not seen any email, but am afraid that I do not know if any messages have been received by phone or by Facebook.
If you were told that a manager could authorise refunds, then I apologise as this is not the case.
During the whole of July the Park was open every day as advertised, during all of the hours as advertised. Since opening in 1990, only on one day have we had to shorten our opening hours due to circumstances outside our control, and that was due to ice and snow in a particularly severe winter.
There were no 'poorly laid out paths due to construction'.
The whole of the animal collection featured on our web-site is housed at the Park at all times, and was so every day during July.
Your entry ticket gives you entry to the Park for the hours between 10am and 6pm (4pm) in winter - as advertised.
Between these hours, it is up to the individual visitor to decide for themselves how long they stay.
As we provided everything advertised, under no circumstances will any refund be considered.
Please do not bother to chase this up as the reply will be identical.
We consider the threats made as attempted blackmail, and will publically refute such at every opportunity.

yours faithfully
Andrew Swales

From: Stephen Payne
Sent: Tuesday, December 13, 2016 6:57 PM
To: HZP Office
Subject: Re: Online Enquiry

thanks for your swift response. cant say i agree with you at all. i dont see any blackmail threats so you needn't start off on those lines. train your staff and train yourself with some customer service skills. i notice that you are a director so as such are able to assume legal representation of the company therefore you can expect to hear from trading standards. you are not exempt from trading law. perhaps you should look back on the years at all of the days you should have closed but instead decided to remain open and provide a mediocre service at best.
have a lovely christmas

On 13 Dec 2016 19:40, "HZP Office" wrote:

Although contradicting your previous email in parts, your second makes your intentions very clear.
Assuming that you don’t continue to hide behind the anonymity of an email address, we look forward to the opportunity to publicise your threats.

From: Stephen Payne
Sent: Tuesday, December 13, 2016 8:06 PM
To: HZP Office
Subject: Re: Online Enquiry

could you highlight the part where i contradicted myself... must be my eyesight.
ive already contacted watchdog, published on facebook. only got trip advisor, twitter, kettering telegraph and trading standards left. youre making me work for it now but its not even about the poxy £20 odd quid now its you that os causing this. ive seen your other replies on trip advisor... bit of copy and paste going on dear chap?

On 13 Dec 2016 20:20, "HZP Office" wrote:

We’ve had this before and have published it on our web-site
‘Given me money, or I will leave a bad review on TripAdvisor’ - is blackmail...
We would report you to the police – if we knew who you were...

From: Stephen Payne
Sent: Tuesday, December 13, 2016 8:25 PM
To: HZP Office
Subject: Re: Online Enquiry

at which point did i ask for money? make a complaint to the police if you like ill show them this conversation where i clearly do not ask for anything but my money back. i did not ask for it in exchange for not posting it on social media. that thought only came to my mind after your arsey response. how many trip advisor reviews do you have to read and reply to in a snotty arrogant manner before you realise that people are telling you the truth. hamerton is outdated, as many people say. hamerton has no paths, as many people say and the staff are rude... guess what, lots of people say that. get your head out from up your backside

On 13 Dec 2016 8:55 p.m., "HZP Office" wrote:

Thank you very much for your expert opinion – I am sure it could be very useful to someone, were it not anonymous (and full of lies) ....

Date & Time: Tuesday 13th of December 2016 12:42:13 PM

my original email contained my name.i admire your brass neck. a simple refund request and this is your response? dont bother replying i dont need anything from you any more.