My review is based on customer service associated with providing accommodations for people with disabilities, promises made, and showing some dignity and respect, regardless who was in the right. I'm deaf and do not consider myself 'disabled,' per se, unless I'm treated in ways that is marginalizing and disrespectful. Furthermore, my input here is associated with the person who took my call who happened to represent Down Under Yoga hence not the organization as a whole. Nevertheless, I gave this a 1-star rating given the intensity of the sour taste she left in my mouth upon the discontinuance of the call, and feel at this point, I could never step a foot into this franchise, all because of one of their personnels.
Prior to COVID, I registered and paid for two classes at the Newtonville studio, for my daughter and myself. I provided info regarding my communication needs prior to entering the studio and again upon arrival, e.g., for the instructor to do the best to remain within the range of my vision and to enunciate so I can see what is being said. As it turned out, the instructor moved around a lot and when on the floor, she frequently turned her head the other way while speaking. I offered constructive feedback to the instructor who was very receptive. She shared my feedback with the manager/owner who was gracious enough to offer me two free guess admittance for our next visit and that this info would be recorded into my file.
The pandemic hit and then I became a member of Chestnut Hill LifeTime Fitness where I immensely enjoyed their yoga classes, in addition to my existing membership at Boston Sports Club (25 years), hence I did not have an opportunity to return to Down Under Yoga.
Earlier today, I called and spoke with Shelly at Down Under Yoga to register for their 6pm class for my daughter and myself. She pulled up my file and did not see any records of 2 complimentary passes. She said that the studio would not have honored it due to the length of time that had passed as they contain expiration dates. Shelly did not take into account that I was never given a hardcopy voucher nor was one sent to me electronically, but that I was assured 2 visits would be honored at our next visit. Shelly kept repeating herself regarding the expiration date and the length of time that had passed without taking into consideration of my explanation that there were no expiration dates given to me. Shelly then said, "If you don't want to sign up for the class, then have a good weekend." When I told her I could hear (through the video relay operator) sarcasm. Her response was, "I'm calm, but yes, there's a little bit of sarcasm." When I told her that in Yoga, this is supposed to help balance the mind, body, and soul and that her tone is adding to the stress, she said, "I'm sorry you feel that way, have a good weekend." Then I suggested maybe I should write a review to share my experience, she responded, "You can write whatever review you like. If you don't want to pay for the class, and write a review, that's fine." We concluded the call.
I don't think I've ever experience anything like this where a customer service personnel deliberately belittles a customer, or a potential customer. Even if I was wrong and whether or not the length of time passed was too long to honor the promised verbal voucher, no one should encounter customer service as I have experienced, hence the reason I'm writing a review for the first time ever.
Again, I'm certain that the behavior of this customer service personnel is not reflective of Down Under Yoga and hope someone in their management office will reach out to me and assure me of that. In the meantime, my daughter and I had a wonderful experience at CorePower Yoga in Newton earlier this evening. Without expecting it, they gave each of us 7-day free passes to start with. This is a definition of good quality customer service where members want to return and share with their family and friends. read more