Poor communication
Poor communication, expecting parents to give one months notice to cancel a child's class even when they've only just joined to try it out. Meaning that you pay for 2 months! First month upfront (not a problem) and then another month because you need to give 28 days notice. I would avoid unless you know your child will definitely stick in at the class.
**Following NL Titans reply, I should add that I contacted them on Monday to cancel. No reply and I had to contact them on the Friday of that week to chase up the cancellation. So this was not a case of me immediately demanding someone to speak with. They had 5 days to email me to confirm cancellation had been received and would be processed.
As for trying the class out, for most kids it’s takes a few classes before they decide if they like it or not, so whilst he did attend an Easter camp that you ran to generate interest in the class, it was only after attending the actual class that he decided he did not enjoy it. A one day trial class would not have been sufficient to decide this and kids should be able to try it out for the month before committing.
My review still stands, I wouldn’t bother unless you know your child will stick to the class.
Reply from NLTitans
Hi Mrs Rafferty,
It is unfortunate that you felt the need to leave such a hastily negative review despite our discussion on Friday afternoon via WhatsApp. We can only apologise that we never had a member of the team available to chat on the phone on bank holiday Friday (27th May). However, as a predominantly volunteer ran club, customer support is just not possible to be available 24/7, we would love to have had a Customer Service agent ready to answer all calls however it's sadly not feasible for us and we responded to your query in a reasonable timeframe.
We are upset that you feel we never gave your son a chance to try it out, as he joined us for the free Easter Camps and afterwards he joined our Mini Titans class as a subscription however we do offer a trial class before the subscription (option appears on same page as subscription) - therefore there is ample opportunities for trying out before committing to Mini Titans class as a subscription. As you elected for the subscription, all of our Terms & Conditions are transparently displayed in the Class4Kids registration process and on our website under "Club Policies" and are freely available to read.
We strive to provide the best service possible, and we believe we have provided adequate chances for your son to try it out before you committed to a subscription.
We totally understand basketball is not for everyone, so we wholeheartedly hope your son finds a sport he loves!
Kind regards,
Robyn Tierney
Head of Operations
North Lanarkshire Titans Basketball Club
Edit: Hi Mrs Rafferty,
We did receive your email at close of business on Monday 23rd and emails are replied to within 3-5 days, we've always made aware WhatsApp is faster communication method for us due to not being able to place staff in front of a computer every day. Via WhatsApp, one of our staff members replied within 2 minutes.
Your son attended the class on 3 different occasions after the Easter Camp, we are sad he didn't enjoy it in the end and again we stress, we hope he finds a sport or club he does really really enjoy!