My experience with Woofsnscruffs was initially a pleasant one, having taken my Pup to a puppy class at Seaham. Having been impressed with the tutors and the smaller, more personal class sizes, I decided to sign up to the next class up at the same venue in May of 2022.
Soon after signing up, my household became ill with COVID for a longer than usual time in what was a difficult time. I contacted Seaham and the lady quickly offer me the option of a refund or carry the credit over to attend another time. I opted for the latter.
We later agreed a new date at the Washington centre due to the Seaham tutor having retired. The closer we got to that however, my pup entered her first season. Of course, this meant we couldn't attend the class and I was again offered a refund on 2 further occasions to which I accepted, not knowing when I could next book a class.
I was asked to call back with my details to process the refund and, as I did, I was then told that 'we don't do refunds'.
I asked to speak to a manager and was told on several occasions that I'd be contacted, by phone and also by email. This didn't happen until I emailed the manager directly.
David Potts-Brown, the manager, eventually replied to me to explain once again that refunds are not offered, regardless of what the staff said and regardless of my initial situation of ill health due to COVID.
I have since asked for a further correspondence from David to clarify his position on why this is, as his original email suggested that refund policies were relaxed due to COVID, yet seemingly doesn't apply in this instance. I have asked for an explanation of how staff across 2 separate sites have managed to offer a refund on 3 occasions, contradicting their own policy each time.
After 2 weeks, I have yet to hear from David and doubt that I shall.
I would not recommend you use woofsnscruffs. The handling of my complaint has been poor. Communication has been inconsistent as with the knowledge of their own policies by staff. And management, it feels, are simply ignoring my complaint.
There are other trainers and classes you can attend and I'd encourage this reader to look beyond woofsandscruffs. read more
