Disappointing Experience - Poor Customer Service and Lack of Compassion…read more
I was really looking forward to becoming part of this Pilates community, but unfortunately, my experience with the manager completely changed my perspective.
I signed up for a five-class promotional package but, shortly afterward, experienced a death in my family that required me to travel out of state for the funeral. With everything going on, approximately a month passed before I was able to get back to scheduling a class. When I reached out, I was told I had zero credits remaining, which was understandably confusing.
I asked to speak with the manager for clarification, hoping for a reasonable conversation. Instead, I was met with an incredibly rude, uncooperative, and dismissive attitude. She (the manager) informed me that the promotional email stated I had 21 days to use the classes. I explained that I had experienced a family emergency and had been out of state for a funeral, but she simply repeated the policy without any acknowledgment of my circumstances, compassion, or willingness to discuss a possible accommodation.
I understand that businesses have policies, but how a business treats its customers when unexpected life circumstances arise speaks volumes about its values and leadership. I wasn't expecting special treatment, but I did expect basic courtesy, understanding, and a willingness to have a respectful conversation.
After trying to get some clarity, I ultimately ended the conversation by explaining that I had genuinely been looking forward to being part of their community but would need to take my business elsewhere. The manager's cold response was simply, "Okay, best of luck."
Unfortunately, that interaction told me everything I needed to know. A business promoting community, wellness, and a welcoming environment should demonstrate those same qualities in its customer service. Policies matter, but so do people.
I will be taking my business elsewhere and would encourage management to reconsider how they communicate with customers, particularly those dealing with difficult personal circumstances.
A Pilates community is more than just "working out." It is meant to be a place of connection, community, and healing. This leadership clearly did not prioritize that, and it unfortunately, reflects on the amazing employees that work there.