I was advised that because my child…
I was advised that because my child would be away on holiday, an additional lesson would be fitted into the month of January. When I later called to confirm this and requested that the call recordings be reviewed to verify what had been agreed, the manager (Chris) responded with, “don’t tell him what to do.”
While the teachers themselves are genuinely lovely, the service is extremely poor. Charging what they do for a 20-minute lesson already feels excessive, but the unwillingness to honour what was promised or even listen to their own recorded calls, shows a complete lack of professionalism and accountability.
As a result, we’ve had no choice but to cancel. They’ve lost a customer simply because they refused to provide or acknowledge a single 20-minute lesson that was clearly agreed upon.
Disappointing experience and terrible customer service.
No one was spoken to in a “belittling manner” you could’ve listened to the call and still been firm about your decision in a positive way. I said “implore” you to listen to the call, how is that belittling?
The correct thing to have done was apologise for misinformation and stood firm on your decision but you were incredibly rude about “don’t tell me what to do”. I hope that attitude gets you better customers than myself who are happy to waste money on your services.
Best of luck.
Besvarelse fra Focus Music
Hi Josan,
We are sorry to hear that you feel this way.
As discussed during our phone conversation, we are unable to offer make-up lessons when a student is taken out of school during term time for holidays.
We acknowledge your feedback regarding our teachers. While we welcome constructive feedback, we also have a responsibility to ensure our staff are treated with respect and are not spoken to in a belittling manner, particularly in circumstances arising from a lesson missed due to a parental decision.
We wish you all the best in your future endeavours.
