I initially booked a taster session after speaking to a very polite and helpful lady over the phone. I was excited about beginning my swimming journey. However, the session was cancelled on the morning it was scheduled due to the instructor's unavailability. I understood that these things can happen and did not mind at the time.Due to my tight work schedule, I was unable to immediately reschedule. However, I received a call during the week encouraging me to rebook for Friday during my break. I agreed, as I was still keen to begin lessons.On the day, a work meeting overran, and I made sure to inform the instructor that I would be slightly late. She acknowledged this, and I proceeded to the venue expecting to be accommodated. To my surprise, I was rudely denied entry upon arrival, despite having communicated in advance.I called the Swim Now general inquiries number to explain the situation and express my concerns. Rather than receiving understanding or a solution, I was met with an alarmingly rude attitude. When I pointed this out and asked to speak with someone else, I was told my "energy" was being matched—a highly unprofessional and inappropriate response.Additionally, I had to consistently chase for basic information such as the venue location, as no confirmation email or terms and conditions were ever provided to me.I no longer wish to continue with Swim Now due to the way I was treated. While I was not initially expecting a refund, the dismissive and disrespectful treatment has made it clear that my request is more than justified.I hope Swim Now will reflect on this situation and treat future customers with more empathy and professionalism.
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Swim Now helps people of all ages and abilities achieve their swimming goals.
