I, Alexis, am a global access member through 2U, Inc and the University of Southern California. This review is a complaint regarding inappropriate and unfair customer service received from Maddison Cervantes of WeWork's City Center location in Oakland, California.
I have included the exchanged email conversations between Maddison and myself; to summarize, I felt antagonized by a security guard, not employed by WeWork, and was denied access to WeWork despite having the proper access card. I emailed citycenter@wework.com because I was very upset about being denied access and told I needed a second card to enter the CityCenter tower.
I felt that Maddison was in support of the security guard's antagonizing behaviors that kept me from using WeWork by disregarding how this situation made me feel uncomfortable to return to WeWork Oakland. This email exchange made me feel more traumatized and frustrated. I understand that security is imperative, thus I did not Maddison to reiterate that to me in a lengthy and condescending, as evident by the multiple exclamation marks, fashion. Another inappropriate move in client relations is telling us how to feel, " This should make you feel good as a WeWork member that we are so secure!" This is downplaying my frustration by minimizing the issue at hand.
I feel that if Maddison had started with her final email to me, which recognized that I was frustrated, and updating my level of access granting 24/7 entrance, which should've been available to begin with, then I wouldn't felt inclined to email WeWork Corporate.
I believe that associates should acknowledge and assist their clients, like myself, when we reach out with our concerns, not make them feel worse, as Maddison did to me. My complaint was about not having access, despite having a WeWork card. Second, she, essentially, did't acknowledge how I felt in her first email. Overall, my experience with Maddison was disappointing and I feel that she, along with other WeWork community associates should be reminded about sensitivity and professionalism when handling client interactions. read more