I never write reviews, especially negative ones, but I have never dealt with a more arrogant customer service staff in my life and I am writing this because I wouldn't wish this sort of treatment on anyone.

TLDR-------

If you don't want to read the below, just know this, I experienced a disgusting customer service experience with one of the yoga staff here. She was condescending, rude and then reversed an expiry extension I had already confirmed with another staff as an abuse of authority.

For context, my partner and I bought 20 class passes (+10 bonus passes) each for the yoga studio in rozelle, due to covid, these were understandably extended to April 2022. Our online account with them ALSO reflected this. It was confirmed, expiry was in April 2022 for all remaining classes.

Fast forward to last week (Feb 2022), I was having trouble booking classes so I called them up and dealt with the most rude, gaslighting employee I have ever had the bad luck of crossing.

The staff member, who refused to give me her name (red flag), said that it wasn't true that my classes were extended until April 2022 and that they in fact expired in Jan 2022. I repeated that based on a phone call I had months earlier PLUS the online account I was looking straight at as we spoke both said 'Expiry: April 2022', she denied this and claimed I cannot understand. When in fact, she could not understand me. How can you deny facts?

She claimed she will not take responsibility over previous conversations I had with other staff and that she had no responsibility over their website and what it states. This is just wrong.

How can you say your customers could not rely on information pertaining to their actual online accounts with you?

If you cannot rely on your own website and client accounts then why have them?

If you are not aligned with your staff and/or official professional website, that is not my issue, as you claimed it was. That is yours.

She told me to go take it up with mindbody online because it's simply not her problem. She also implied that she didn't think I could even finish the classes. She retorted that I hadn't been in since March 2021 and that's why she'll refuse the extension I had ALREADY secured? She didn't understand that we had been planning to go in 3 days a week until finished in which case I would have certainly bought more passes anyway.

She was condescending and treated me like a child and then blamed it due to the fact she is british that she treats customers this way? Who blames their nationality on how they treat people? If you are a rude person, you are rude. End of story. Don't blame a whole other nation of people on your behaviour.

I have dealt with terrific, amazing, warm, hospitable british nationals and I refuse to believe that you being British is an excuse of your revolting customer service.

In the end, you lost two decent, hardworking paying customers who looked forward to returning to yoga due to your internal errors.

You stole our classes, our money but in return you are losing more than you stole from us because we will never step foot again in your business.

In the end, it doesn't come down to the classes we lost but more importantly the utmost disrespectful and unethical behaviour you showed towards us.

You can take what I say with a grain of salt and give me a sassy response, but we have all been customers one way or another and even to the rude woman on the phone I dealt with, I wouldn't even wish your own treatment of me on yourself.