Water Babies
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After so many years feeling let down.
I started taking my kids to Waterbabies over 5 years ago. I found it fun and a great bonding experience. Teachers have been fantastic, and we truly enjoyed it. Until recently, my eldest's son's class was cancelled due to low numbers, and there was no suitable substitute lesson for him to go to. I had to take him out, and I have been charged 4 weeks' notice. It's not our fault at all, but as a long-term customer, I did not dispute a refund and let it go. However,a few months later, I called to ask if I could pause my younger son's lessons for a few months, as I was expecting my third baby, and to come back to Waterbabies with two babies. The lady over the phone told me that my only solution would be to give 4 weeks notice to cancel the class and to rejoin, and only if they would have a space. She was talking to me in a very patronizing manner,belittling me. When I objected to her and asked why she was talking to me in this way, she raised her voice, called me rude, and said that I required to be spoken to this way, as if I were some naughty child. Over the years, Waterbabies had to cancel numerous classes due to low numbers; merged classes moved them, so the attitude of "We are doing you a favor" does not sit well with long-term clients. Nevertheless,on the same phone call, I spoke with a North London brunch owner who was more emotionally stable and easier to talk to but refused to pause lessons for me and said that the lesson I am attending with my son at the moment will be displaced anyway. When I asked her, "So you want me to pay for 4 weeks for lessons that are going to be cancelled anyway?" She was a bit shy and said that they would be cancelled in 5 weeks. So my point is that, as much as we enjoyed waterbabies classes over the last 5 years, with the right attitude, they could teach 2 more babies for another 5+ years; however, they proved not to care about clients or have much human touch, it's about a quick buck. It's such a shame. I am absolutely sure there are plenty of independent swimming schools out there that would be happy to teach us. •••Response to Waterbabies reply••• Thank you, Waterbabies. I feel very privileged for you to cancel the class just because I need to pause. I just wonder how the other 6+ people from same class going to feel about it? Oh no, don't tell me they are all leaving as well, I wonder why?