Review Time
Trying to book currently but unable to speak to anyone. Emails aren’t being answered, phone lines are down and online system won’t accept my gift voucher code!!! This is ridiculous. Can someone at customer services call me back asap!!!
The Wave experience from start to finish is an expensive, frustrating and disappointing experience.They gladly take your money and then don’t let you book dates, their website and booking system is always glitchy, their system has deleted or lost my paid for surfing slots 3 times in the last 8 months. Then you can’t get through on the phone, they take more than a week to answer emails.The facilities are getting more and more run down every time I visit, they cost goes up and up each time I visit and the hospitality and customer service, either on the phone, email or at the venue is beyond terrible!! While the price goes up the amount of surfers in the water on each session seems to get more crowded and the amount of waves in a session gets less… seems to be a greed money grabbing business model and so disappointing because has the potential to be amazing concept and experience…. It’s just being managed and run into the ground by greedy management and lazy employees…
Terrible experience and poor customer service. They started providing poor quality boards . But be careful taking your own as it can easily damage on the concrete . They are clearly a struggling business now and it’s probably better for they environment that they do close - you know all that electricity is coming from coal plants
First all, the customer service in general is very poor. During sessions, the staff don't provide any advice or support which means many wasted waves because people don't understand line up etiquette, or how the waves work here.Secondly, one of my sessions was cancelled last minute due to it being "too cold" and was issued a voucher with a short expiry. I didn't realise this and they just refuse to extend it. Totally robbed, sham of a company - especially considering how much it costs. It is a real shame because it could be so much better.
This place is a classic case of great idea with terrible execution. The first and possibly biggest issue it has is that the car park is a huge distance away from the venue. Whoever thought this was a good idea needs to be fired as it would be a big walk for a normal venue, but for an activity that requires things like surfboards/body boards, wetsuits, change of clothes ect, to walk for 20 mins before you get there is rediculous.Then comes the actual venue, signage which looks like an after thought as there is no clear way to go, you come straight into the retail shop and resturant, again, no thought on customer greetings. When you finally work out where to go, there is nothing to tell you there wont be a person to speak to to sign in, you have to do it on their screens, very easy, if they had made it clear that was what you had to do, then comes the scrum for a wetsuit, which is always fun.If you need to get changed, make sure you dont have kids with you, as the outside 'changing rooms' are laughably small, they have a huge site and decided to make them smaller then a storage cupboard, madness. Oh and dont bring any valuables, the 'lockers' are so woefully thin, you would fit a handbag, but if you are taking a change of clothes (which considering its in water, who wouldnt) you struggle to get any of your things safe. The activity itself was mediocure, my kids were bodyboarding but the waves themselves are turned off every couple of minutes just as they are getting the hang of it, and then turned back on, repeat for an hour.I will give them credit for the food, it was delicious, so they got that right. But overall it would be better to continue driving for 20mins down the M5 and go to a beach, as the waves aren't turned off, the facilities are better and you wont have to go 20minutes each way to walk there.
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