I had a bad experience with them
I had a bad experience with them. I had booked bulk swimming lessons, but on the day of the lesson, the receptionist informed us that the class was cancelled due to issues with the trainer. We were instructed to contact customer services for a make-up class. Later, we discovered that this information was incorrect, as the class was conducted as scheduled.
It was brought to my attention that the staff at the reception was new and may not have been fully informed about the situation. However, when I reached out to customer services for assistance, I was met with a lack of empathy. Instead of acknowledging the confusion and offering a solution, I was told it was my responsibility to check the online portal for notifications regarding classes.
This experience has left me feeling very disappointed in the level of customer service provided. I believe that a more proactive and understanding approach is essential, especially in situations like this where there can be miscommunication.
Reply from Love To Swim
Thank you for taking the time to share your experience. We are truly sorry to hear that you were disappointed, and we appreciate the opportunity to respond.
At Love to Swim, we operate remotely and do not have an on-site reception team. While we do our best to ensure smooth communication with the facilities we hire, the staff you encountered are not part of the Love to Swim team and may not always have the most up-to-date information regarding our classes. We fully understand how this could have caused confusion, and we are very sorry for the inconvenience it created for you and your family.
To help keep our swimmers informed, we provide all lesson updates, including any cancellations or changes, through our online portal, which allows real-time access to class information. We recognise that this system may not have been clearly explained to you.
We genuinely value all our swimmers and their families, and we are always looking for ways to improve. If you would like to discuss this further or if there’s anything else we can do to help, please don’t hesitate to reach out directly.
Thank you again for your feedback, and we do hope to have the opportunity to welcome you back in the future.