Long story short: Studio X's "Customer Service Squad" is severely lacking in said customer service. When I copied the owner onto an email thread on 10/16/24 "to bring to her attention the multiple delays in response times in the past 14 days since my initial email was sent" and to "please freeze my account for the month of November," I was met with silence. To further solidify my point, my card was charged on 11/1. As of today, 11/4/24, I have not heard back from the owner nor anyone in customer service.
Long story long: To clarify, I initially emailed on 10/3, so it was a 13-day ordeal between my first email and last (instead of 14 as quoted in my email above). I heard back on 10/5 and replied the same day. I then followed up 5 DAYS LATER, on 10/10, because I had not yet heard back. I got a response and replied again on 10/10. I waited 6 ADDITIONAL DAYS for the company's next reply. I could not be more clear on what I was asking and, yet, reading comprehension was lacking so we were going in circles. I replied the same day as their last incoming correspondence, on 10/16, which is where this story ends. As mentioned above, my last email was NOT ACKNOWLEDGED and, clearly, my request to have my account frozen for this month was IGNORED. (To be clear: I am not shouting with the caps, but simply highlighting key details to make this review easier to read.)
As an aside, I found it strange but noteworthy that their previous communication replies were signed off by an individual but the last email was simply signed "Studio X Customer Service Squad"
All in all, I wholeheartedly stand by my conclusion in my email sent to the studio owner and Customer Service Squad on 10/16: "Lastly, it should go without saying that the fact this took two whole weeks to "resolve" is a bit outrageous as far as timeliness in business practices go. I hope, for all clients present and future, the Squad is more responsive and communicates within acceptable timeframes."
11/5/24- response to studio owner's reply
Amanda Jane-
Thanks for your reply. For reference, the email account I added to the thread on 10/16 was pulled directly from your instagram profile, so hopefully it's more closely monitored so that future communications aren't sitting unanswered. This, however, does not address the fact that my email was also completely overlooked by the Customer Service Squad.
I filed a dispute with my financial institution as soon as the unauthorized charge was posted- accompanied by screenshots of email communication clearly stating to freeze my account- so I am confident I would have received the funds back regardless of the refund that was processed. Nonetheless, thank you for doing that within hours of my initial review posting.
As for the "multiple concessions" made for me outside of general company policy, I am not sure what you are referring to. I searched through ALL of my previous communications and saw that ONE such concession was offered since I started attending classes in November 2023. The last week of March, I canceled a regularly attended Friday class because I was notified that there would be a sub. I immediately joined the waitlist for another Friday class and, with the studio closed for Easter that Sunday, I asked if my one remaining class for the month could "roll over" to April if I did not get off the waitlist. Monique replied, "This one time, due to the holiday and sub inconvenience, I can extend the class to April 2nd..." Luckily, I got off the waitlist and did NOT need the extension. As far as concessions go, that was it. No other concessions have been made to accommodate me.
While I understand that the company is prohibited from discussing memberships of other clients, I simply stated that I had screenshots of emails and records from the financial institution provided by my friend.
I, too, would appreciate further dialogue as this incident is not the first time I have waited over a week for an email reply. The ball's in your court! read more