Juliana Cai

Review of True Yoga

Hi there, I am writing to account the experience t...

Hi there, I am writing to account the experience that your staff by the name of Sean* at the reception at Pacific Plaza, to be frank I am not even certain if this was his genuine name as he was reluctant to provide his name when asked to account this feedback. But I'm pretty sure this could be easily verified given the time of call at 4.56PM on 18 Feb and whoever on duty who was manning the telephony at the front counter.

My Mom has been a member with True Yoga for several years now, and recently took up a series of personal training programme with True Fitness. I think we could agree that she's been very supportive of your business. She is 73 years young and illiterate in English, that means she has no ability to actually navigate through a mobile app, scroll to schedule/booked class to perform any bookings without any assistance from myself or other kind staff from True Yoga, as they are all written in English.
The cold hard truth is the customer service is inconsistent. Some days when they are in good mood, they help you to make amendments on your class bookings after minor pleadings. Other days when they don't feel like doing it, they will tell you that they are not in the position to help make amendments to your class bookings or "manager says cannot" despite pleadings and begging over the phone and over the counter.

Just thinking about this is maddening, how could you do this to my elderly Mom...? Where are your humanities

When she called True Yoga Pacific Plaza branch to seek for assistance in cancelling the class booked for this evening, Sean* attended to her call and rejected her request with very superficial explanation that, I quote word for word "he cannot do it because he is scared to lose his job", "only managers can but he cannot", "just cancel it on your app", despite my Mom telling him repeatedly that she cannot read English nor use a mobile app? We know that it IS possible for the Customer Service rep to make such amendments on the computer in seconds, because it's been done before albeit through several pleadings that my Mom had to go through with the front line staff previously.

I was at work in a client's meeting at that point of time, if not I would have just helped my Mom with the cancellation of class. I never would have imagined that my Mom who felt so helpless and worried over her incapability to cancel her booked class in time to not incur the cancellation penalty that True Yoga has strictly imposed, called me and I needed to disrupt my work meeting to do something that should be easily done by the Customer Service rep. Don't get me wrong, I am happy to help my Mom but I simply couldn't wrap my head around WHY the Customer Service reps couldn't help her with that???

My point here is, what is the actual purpose of placing Customer Service in your company and studios? What is the value behind that? Why is it that such simple customers' request to cancel a booked class by clicking a few buttons on your screen such a difficult task to perform?

I called back the outlet and called out on Sean* with this as I was really appalled and couldn't understand why such fuss and trouble are required for such a simple cancellation request by from a 73 years young and illiterate auntie? This is one of the best parts, Sean's* reply was very defensive, responded he cannot help my Mom because it's beyond his pay-grade and he doesn't want to get into trouble. When he was asked for his name because I wanted to write this feedback proper, he and his colleagues were sniggering AND made inappropriate comments in the background about this name request.

I don't know what to say about your service quality and staff's standards but this shows a lot. With that said, we will be moving to another yoga studio with another company after the month's membership and PT programme are completed. Lastly, just want to put a word out here that some of the yoga instructors and the PT instructor have been great according to my Mom.

Good luck with your business.