One of the most uncomfortable and disappointing customer experiences I've had.
I walked into Sage Pilates and was completely ignored. I stood at the front desk waiting to check in while the staff continued their personal conversation as if I wasn't even standing there. I eventually felt like I was inconveniencing them simply by being there and needing to check in.
When the front desk girl finally looked at me, she looked me up and down in a way that immediately made me feel judged and unwelcome. It was the kind of interaction that makes you question whether you even belong in the space. The lack of basic courtesy and professionalism was honestly unbelievable.
What makes this even worse is that the owner was there. She had the opportunity to see how her front desk staff was treating a customer and chose not to address it. If that is the standard of customer service being accepted by the owner, that says a lot about the culture of the business.
I decided to put the interaction aside and still give the class a chance. I went downstairs and immediately noticed that everyone had specific equipment that we had never been told we needed. There was no clear instruction from the studio about what to grab or where to get it. I actually had to ask another client in the class what equipment we were supposed to have because the staff had failed to communicate it.
At that point, I decided I was done and left.
And somehow, the experience got even worse.
As I put my shoes and jacket on and walked out, the front desk staff still did not acknowledge me. Not a single person asked if everything was okay. Not "Are you coming back?" Not "Can we help?" Not even a basic goodbye. Nothing. I walked out feeling completely invisible.
I have never experienced a business where the staff made such little effort to make a customer feel welcome. The entire interaction felt dismissive, judgmental, and extremely unprofessional from beginning to end.
A Pilates studio should be a place where people feel comfortable, welcomed, and respected--not somewhere you walk in and immediately feel like you're being judged or that your presence is an inconvenience.
First impressions matter, and Sage Pilates made an absolutely terrible one. Unfortunately, after this experience, I would not return and would not recommend this studio to anyone looking for a welcoming or professional environment. read more