I paid 120 for skate lessons for my son back in June and they were scheduled for 2 dates in August (the closest to his birthday) at my home in the UK; right from the beginning customer service was terrible, with people not calling back or replying to emails, and they didn't send the free e-book and stuff I was supposed to get when I registered.
The day before the 1st lesson was supposed to happen, I called them (having heard nothing from them for a while) and found out they hadn't sorted out my lessons at all. Yet again people didn't phone back when they said they were going to and I had to keep chasing them - not cheap to keep phoning the US from the UK.
A few days later they told me they'd found an instructor for me and all would be fine - turned out the instructor was in London, 225 miles and about 4 hours away! When I phoned him he said he'd told GoSkate he couldn't do the lessons anyway.
At this point I started asking for a refund (fair enough you'd have thought!) The owner, Rob Dunfey, emailed me and told me I couldn't have one because they have a policy of no refunds unless a customer has '2 or more no shows from their instructor', and telling me that they had found me a more local instructor. I pointed out that after the next day I would be entitled to a refund having had 2 no shows on the scheduled dates, but that I was willing to reschedule if he rang me to discuss it, which he agreed to.
Needless to say, no phone call, and over a month later I'm still waiting for a refund... Rob Dunfey says that they won't refund me because I've only had one 'fall out' on dates (don't know how he works that one out, he won't actually explain it...) and because, poor them, they have already had to pay the scheduling team to book my lessons! Think I'd be asking the scheduling team for the money back if I was him, they didn't do a great job did they?
Terrible customer service from start to finish...
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