I am writing to share my recent experience with customer service at Bruce, which led me to close my account. Since the founder of Magnis Elm left Bruce, I have noticed a troubling decline in service quality over the past year, culminating in a recent incident that left me deeply frustrated.Due to a medical condition, I had to cancel my class unexpectedly. One morning, when I was physically unable to get out of bed, I reached out to customer service to request the removal of a strike. Regrettably, my request was denied with a firm "no," and I was blocked. This was especially disheartening given that a similar request had been handled differently by the same representative, Boel, who had shown more understanding just last year. It puzzled me how one person could respond so differently to the same situation, especially considering that Boel is the head of customer service.The response I received from Boel was dismissive and lacked the empathy I had come to expect. Phrases like "We value your feedback" felt hollow and insincere, especially since my concerns were not addressed in a meaningful way. Boel's focus seemed to be on creating the appearance of help rather than offering genuine support. Her lack of care in handling the situation ultimately led me to terminate my membership.I hope this feedback prompts a review of customer service practices, as it is crucial for maintaining customer trust and satisfaction. There are other options for Bruce to explore in terms of training or support. I suggest considering alternative platforms, as they may better serve the values that Bruce once promoted.
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