Mi-selling & very poor customer service (Chiswick)

“Mi-selling and very poor customer service (Chiswick)”

Written on: 18/10/2011

The good - location
The bad - customer service from all departments, integrity of sales team

Mis-selling
I joined Esporta Riverside Chiswick to play tennis, specifically before work. I was assured that I would be able to have lessons as soon as the club opened so that I could get to work on time. All sounded great!
Then reality struck once my signing fee and direct debit had all been taken. The receptionist laughted at my request to book a tennis lesson so early saying none of the coaches start before 0830 and none would be willing to start as soon as the club opened. Would I consider a Saturday lunchtime instead...
Then once having had the tennis assessment I was again assured that I would receive my grading and information on how to join the tennis ladder and social tennis scene. Surprise, surprise, nothing arrived, and after calling and emailing to chase, again nothing.
The icing on the cake was having my bicyle stolen from outside of the club (I do not blame the club for this even though it was locked up) but the fact that the club could not be bothered to respond to the police enquireies for their CCTV footage. The police even gave up contacting the club and called me thinking I would have more luck - did I? Of course not.

After honouring 15 months of a 24 month contract I gave notice (I didn't even return to the club after the 3rd month) and once again, no response from the club until the magic direct debit did not arrive. Then I get an email - what a surprise! I re-stated my reasons for terminating and was offered a tennis lesson at 0730 (still not early enough). I responded once more and have to date heard nothing. Esporta in the meantime have engaged a debt collecting service to send me letters and text messages requesting payment of significantly more than 2 months of unpaid membership fees.

I cannot believe the appalling level of service from a club which charges such high fees. I have written to head office but am anticipating no response as that is how the rest of the employees have chosen to deal with the issue so far. I believe they have fundamentally lied in the sales process and effectively mis-sold their services.

If you want a straight forward gym where the equipment is old, can play tennis during the middle of the day, and are happy to pay a very high price and don't expect any level of service then you should be delighted with the Riverside club. If however you want something more I would recommend running outdoors along the river or in a park...