3 years ago
I m really disappointed and rather saddened by my ...
I m really disappointed and rather saddened by my interaction with this company. Currently dealing with depression and chronic back pain amidst the pandemic, I was elated to see this studio was still serving the public, even if meant a 40 min drive.
I purchased a one class pass, scheduled my first class, and read all instructions on the website as requested, which among other things, insisted that their COVID-19 Waiver must be filled out completely, signed and brought to your first class. Unfortunately, when I went to print out this form an hour and a half before class started, I found that you are unable to download the form via iPhone, only on a PC or laptop. Based on the fact that there were no other alternatives given on the website, as well as the fact that all classes were to be booked and paid online, I reasonably assumed that I would not be accepted into the class without this form.
No problem, I thought, I will simply cancel and rebook the class and have my boyfriend print the form at his office. I went online to cancel the class, which seemed like a pretty easy process. Although I received no confirmation of the cancellation, I did receive an email showing the time I reset my password in an effort to get online to cancel the class.
To my surprise, a day later, I received a really scathing email, which explained the studio s cancellation policies in a very harsh tone, reminiscent of a childhood scolding. I was super confused by this email, which I assumed was a generic automated response emailed out to anyone who had cancelled. It went off talking about all the times they have have conveyed their cancellation policy in past emails and forums, although I had only signed up about a week ago.
I responded to this email, to explain my confusion and disappointment. I was told that I didn t cancel the class at all, but I received no apology for the undeserving tone or no interest in helping me figure out what went wrong. Now that I was at least aware why the studio seemed so upset with me, I emailed them back again trying to figure out went wrong, only to be met again with a disrespectful, and this time, condescending tone. I m still not sure why Jim thought it was okay to speak to me like that, so I very politely expressed my disappointment and sarcastically thanked Jim for all of his help.
Despite my chronic back pains and the present lack of options, I could not bring myself to waste another penny or drive 40 minutes to support a business that made me feel so unwelcomed and talked down to. Despite expressing all that I was going through, identifying the misunderstanding, and expressing my concern over the tone of the email, I didn t feel that Jim was even remotely polite or apologetic during our interaction.
Although I do not own a business myself, common sense tells me that offering a little empathy in exchange for a potential $160/mo paying member is a much better payoff than greedily snatching up $20, while only providing attitude in return. Having visited their website several times this week, the 7:30pm never appeared to be booked, so it s not as though I selfishly stole the opportunity from someone else, when my cancellation did not go through for whatever reason, be it human error or their website. Speaking of, when I asked about them fixing their website, so that students could download/print the waiver from a mobile device, there was no response, other than letting me know I could pick one up at they studio, This is something that is NOT mentioned within the instructions provided.