Gravity Active Entertainment
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I booked gravity in Castleford on…
EDIT *Since having this experience I have been in contact with the customer service director who rang me personally, I discussed with him the negative experience we had received. Shane listened, sympathised, and was genuinely interested in improving the experience of Gravity's customers. I genuinely feel lessons were learned and new strategies will be put in place for unexpected incidents in the future * I booked gravity in Castleford on Monday 22/08/2022, for Thursday 25/08/2022. Got there and it was shut due to an incident the previous weekend. I was told by an employee I should have had a call three days earlier. I didn't. When I had reception I checked my emails, and had received one at 9am from Gravity stating they weren't open and to call them to talk about how to proceed. Problem being we had already set off before we received the email, and why should I call them, they should have called me. So I tried to call the number a couple of times, and got plagued with an automated IVR. I finally gave up and messaged via messenger today 30/08/2022. They replied swiftly and asked to call me. I stated a time I was free, and they rang me shortly after. I was greeted on the phone by a female employee who sprang straight into reasons why it was cancelled, why no one had answered the phone, how large they were as a company resulting it being difficult to find my details, consequently leading them to not being able to contact me to sort out a refund. The reality is, the first thing that should have been done would be to offer a sincere and genuine apology. Then an explanation as to why it got cancelled, then a offer a refund. What I actually got was an ingenuine person making excuses. Not the sort of customer service I'd expect from this type of company, and suggest they invest in training and development of their customer service teams.