After purchasing a KGB deal for a 1hr massage with Brock Physio Sport i eagerly followed the booking instructions and text asking for an appointment. Two days later - no reply. So i text again - a further 3 days later i get a missed call and voicemail to call James Brock back to arrange an appointment.
I explain that i purchased the deal and would like to arrange an appointment - he replies that he'll call me when he's able to arrange one - i said that he'd already left me a message - he replied, with a smart tone that i didn't say that in the first place.
I then proceeded to repeat my requested appointment date and was cut off bluntly by him saying that there were no appointments for at least a month. I replied that it wasn't acceptable to me and i'd cancel the deal. End of conversation.
The next day, i receive the following text message:
"This is Brock Physio Sport... Due to the hi volume of treatments sold, with people often not leaving their names on txts or sometimes a name but no number on voicemails... Garbled voicemails, where i'm unable to make out what the number is... People wanting to be seen within two weeks... Their impatience and sometimes even bad attitude... 2 having to be somewhere in a que of 200 appointments to be booked, after buying an up for grabs on-line deal which can be used anytime during the year... I will no longer be chasing people to book their appointments by phone or txts or be placing them in a que... I will be available to book appointments by phone NOT TEXTs! On fridays 9am until 3pm and Sundays between 9am in the morning until 10pm in the evening. First come first served basis... I am in the business of removing PAIN and making people feel better... This is not a January Sale... Thank you and hope you understand. Ps. You may want to consider travel times/difficulties during the upcoming Olympic period.%u201D
Has this guy not heard of customer service?!
Is it the customers faults if he takes nearly a week to contact you back?
Is it the customers fault that he has not suitably planned for demand?
Should the cutomer really have to wait over a month to receive a service they have already paid for?
Should customers put up with being insulted by being referred to as %u201Cleaving garbled messages%u201D?
Needless to say I have requested a cancellation of that 'deal' purchase.
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