I have never been so frustrated with a business over something that should have been incredibly simple.
My daughter is 2 years and 10 months old. I registered her for a FOSS swim class and FOSS had her date of birth during the registration process. Their system allowed me to enroll her, accept the registration, and take my payment.
We showed up for her class today, only to be stopped at the door and told that she was too young because the class requires children to be 3 years old.
If the age requirement is truly mandatory, why did your registration system allow me to register a child whose DOB clearly showed she was not yet 3? Why was my payment accepted? Why wasn't the registration rejected or flagged at the time I signed her up?
I was told someone had supposedly called us earlier today to warn us. We received no call, no voicemail, no text, and no other notification. Regardless, waiting until a family physically arrives for a class before addressing an eligibility issue that was already apparent from the child's registration information is unacceptable.
I also asked FOSS to show me the written policy stating that this specific class requires children to be 3. I could not find this requirement on the information available to me, and when I asked for clarification and requested escalation to management/corporate, I was essentially given nowhere to go. Their customer-service chat has refused to provide a corporate contact or meaningful escalation.
This isn't about wanting special treatment for my child. It's about basic customer service and accountability. If your system knows a child's date of birth and allows a parent to register and pay for a class, you should catch an age restriction BEFORE the family shows up at the facility.
We paid for a service that FOSS accepted our registration for, made plans around that class, and showed up expecting our daughter to participate. Instead, we were turned away at the door and then couldn't get a straight answer or a way to escalate the issue.
Very disappointing experience, and based on how this has been handled, I cannot recommend FOSS Swim School. read more