My son visited Eastleigh with two friends to celebrate his birthday. Everything was fine until the final corner, when one of his friends spun out and badly injured his knee. He was extremely upset, required medical attention from the manager and was given an ice pack. Incident forms were completed and the parents informed.At no point was I offered the option to return using the 6 month incentive. With a crying, limping 10-year-old, my priority was getting him home - not discussing future bookings. When I later called to rebook a session for my son and husband, I was told the discounted incentive no longer applied and couldn’t be offered over the phone. Despite explaining the exceptional circumstances, they refused any flexibility, even though I was trying to book two more sessions.I am extremely angry with the lack of empathy shown by their customer service and feel they need to show more understanding and decency, especially when a child is hurt during what should be a fun occasion.
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