We had our son's 9th birthday party at the Bournemouth track on Sunday 30 March. A few days prior, we rang TeamSport to enquire regarding their menus and whether we had to pre-order food to cater for allergens/dietary requirements for some children. Whilst being told that food can be ordered on the day, not one of the staff had confirmed, in the run up to the event (and the numerous conversations we had with TeamSport leading up to the birthday) that any food associated with specific dietary requirements had to be pre-ordered! There was also no mention whatsoever on the TeamSport website regarding pre-ordering food for children with allergies!Both myself and my son's mother spoke with call centre staff Katie Cunningham and Ellie (refused to provide her surname - that in itself tells you something); neither of whom were helpful and on asking, Ellie refused to acknowledge our complaint and put us through to speak to someone more senior! Unbeknown to them, TeamSport do cater for food allergies by simply ordering on the day but in the absence of that information at the time, and given that I was utterly disgusted at the level of customer service we had received, I reached out via LinkedIn, on a bit of a whim, to Symon Wooldridge COO. To my pleasant surprise, Symon contacted me with the hour and soon after called to apologise regarding our experience and asking what he and his team needed to do to make things right. As a result, Paul (Ops Manager at Bournemouth) and his team looked after us incredibly well and my son and his friends had a superb experience. Thanks again Symon to you and your team for putting things right - it's incredibly impressive for a COO to personally respond to customer service feedback and go out of their way to repair any reputational damage. I wish plenty of other organisations cared enough to make amends and put things right like Symon and his team has.......we'll definitely be back.......Best regards,Chris
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