My boyfriend and I couldn’t attend our…
My boyfriend and I couldn’t attend our treatment appointment at 15:45 because my boyfriend’s car window got smashed at around 15:00. I called the place at 15:05 as soon as the accident happened (the staff insisted I called at 15:15) and I explained that my boyfriend had an emergency and wondered if we can reschedule the appointment. The staff refused because of the policy stated. Of course I knew there are policies but I couldn't control when an accident happened. We went to the place anyway after we sorted things out (reporting to the police etc.) and there were only 15 mins left. They didn't want us to have rest of 15 mins AGAIN because of the policies. They kept telling me there's nothing they could do because I booked the appointment through Treatwell. So I called Treatwell in hope that they could help me to resolve this. Turned out the customer service from Treatment told me that the staff thought I said my boyfriend had a WORK emergency (which I didn't mention a single word about work during both our phone call and in person). I tried to call again and wanted to clarify the misunderstanding. The staff hung up and said will call me back but we never heard from her anymore. We paid £155 for nothing but horrible customer service. WILL NEVER EVER RETURN TO THIS PLACE.