Review Time
We are extremely disappointed with our experience using Pebble as the payment provider for Soccer Stars (Cheshire & North Wales – West Kirby).
We cancelled our son’s membership in mid-January and received written confirmation on 23rd January from the coach that the subscription was cancelled and no further payments would be taken.
Despite this, £32 was taken from our account on 1st February, and a further payment is scheduled for March within Pebble’s platform. The service provider has gone radio silent and isn't responding to email or phone to resolve this.
When we contacted Pebble for support, we were told they are “we don't support parents” because bookings are controlled and managed by the service provider. In other words, although Pebble processes and facilitates the payments, they take no responsibility when something clearly goes wrong.
As a parent, this is extremely frustrating. From a customer perspective, Pebble is the platform taking the money. Yet when an error occurs even after written cancellation confirmation they simply redirect you back to the provider and refuse to intervene.
A platform facilitating payments should have appropriate consumer safeguards in place, especially when handling recurring payments for children’s activities. The inability (or unwillingness) to suspend a disputed recurring payment leaves customers exposed and without any support.
We are extremely disappointed with our experience using Pebble as the payment provider for Soccer Stars (Cheshire & North Wales – West Kirby).We cancelled our son’s membership in mid-January and received written confirmation on 23rd January from the coach that the subscription was cancelled and no further payments would be taken.Despite this, £32 was taken from our account on 1st February, and a further payment is scheduled for March within Pebble’s platform. The service provider has gone radio silent and isn't responding to email or phone to resolve this. When we contacted Pebble for support, we were told they are “we don't support parents” because bookings are controlled and managed by the service provider. In other words, although Pebble processes and facilitates the payments, they take no responsibility when something clearly goes wrong.As a parent, this is extremely frustrating. From a customer perspective, Pebble is the platform taking the money. Yet when an error occurs even after written cancellation confirmation they simply redirect you back to the provider and refuse to intervene.A platform facilitating payments should have appropriate consumer safeguards in place, especially when handling recurring payments for children’s activities. The inability (or unwillingness) to suspend a disputed recurring payment leaves customers exposed and without any support.
Pebble have been fantastic since we joined in June 2025 - Saoirse, Jack and the team have really gone above and beyond to onboard us, ensure we are set and are always available when support is required. They are also prepared to work towards your specific needs which is the essentials when it comes to creating a first class customer journey! Thanks Pebble! Footy Fun 4 Kids Ltd
Complete Cricket joined Pebble in 2024, and they’ve exceeded our expectations in every way.The booking process is seamless and intuitive for our customers, making it easier than ever to engage with our services. Behind the scenes, the Pebble team are proactive, forward-thinking, and genuinely committed to continuous improvement. They listen to their members, take feedback seriously, and consistently refine the customer and booking experience.Pebble has been a game changer for Complete Cricket. If you're an activity provider looking to streamline operations and elevate your customer experience, I’d strongly encourage you to explore how Pebble can support your business.
I've been using Pebble as a parent for nearly 2 years to book wrap around school care for my children. I noticed immediately that if I wanted to pay using my Tax Free childcare allowance the process was slow. The fun really started my second child started school - the Pebble basked system doesn't work for multiple activities. I now have 2 children at 2 schools, requiring before and after school club. This requires me to check out 4 times, with a minimum of 31 clicks each time. That's 124 clicks, not including the initial log in to Pebble and PonchoPay!! It takes about 45 mins and is such a chore. I dread 'last minute' childcare rearrangements that need an inpromtu booking. I've spoken to other parents and they are experiencing the same thing - everyone hates the system. I've spoken to the club provider, MFSE, and they're aware of how awful it is to use. I've spoken to Pebble twice, a year apart, and they say they're 'working on it' still. They now hide behind an AI chatbot and email and don't engage in meaningful conversation. For a company of this size it seems a simple problem to be so ruinous to the customer experience. But I suppose Parents aren't the real customers, are we?
I have been with Pebble for 18 months now - when we started we were allocated a customer service manager and this was great if we encountered any issues we could be intouch and get them resolved. Now we are reliant on AI which is not always great and if you request to speak to someone it can take a few days to get an email response - not great when you have a customer waiting on a solution. Just recently there was an issue with some of my Tax Free payments going to another provider due to Pebble adding an old Ofsted number. It took almost a week to sort the number out over which time I lost money and they have done nothing to help recover the money sent to another provider. Not even an apology - this is seriously making me consider returning to my old booking system.
We have made the transition from another booking system to Pebble and the support from the team has been excellent. They have answered our questions and helped us set up our scheduled activities. The interface for staff and parents has been well received. The team have listened to our requests and have taken them on board and already implemented some changes to help us.
The best booking system! Was reluctant to change how we take our bookings but after months of deliberation, I decided to say YES to pebble and haven’t looked back since!Saoirse in particular has been very helpful to me since joining and would highly recommend her services.
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