“My introductory lesson was cancelled with no communication and after many follow ups I’ve not had a replacement session. Now I’m chasing my refund. This is really poor.”
“45£ for 30 minutes lesson!!!!!!!!!!! My daughter used to go for private lessons 80£ a month.What a stupid price you charging!!!!! Even her ski lessons doesn't cost that much !!!!”
“Beyond rude customer service from Gareth. Clearly just after your money and not at all concerned about Customer Service. Absolutely disgusted with this attitude. Would never recommend to anyone.”
“This is by far the worst experience I’ve ever had. They charge you so much money for one to one sessions and they don’t even have instructors to teach your child a lesson. In 5 lessons they have changed tutors 4 times and we would go without lessons for weeks because instructors wouldn’t last more than a week. Don’t waste your money they are so unprofessional and have no idea what they are doing.”
“I signed up for swimming lessons at Swim now on 10/08/22 paid a deposit of 40 quids for pre session. At that time I was informed there wasn’t any availability at my location and was reassured as soon as something comes up in the next few weeks I will be considered. It over 10months now I’ve had no classes and no refunds.”
“I have registered online and also called 3 times within the last 3 weeks, just tried to book a one to one lesson. Every time the person took my call and said would get someone to call back, but no one call at all, such a poor customer service!!”
“My instructor left and a new one was meant to take over and I haven’t heard from them in over a month. Hundreds of pounds down the drain and still can’t swim”
“Avoid!!!
I booked 6 lessons and after having 4 they said the instructor has left the company and they don’t have anyone to replace her for 3 weeks. They said a new instructor will contact me to book the lessons but nobody contacted me for 1 months and a half. Once I asked them for a refund, they said the new instructor was fully booked and I can have lesson when they have availability on a later date ( the dates that I am not free)
I told them that I want a refund as they didn’t offer the lessons during the time that was free and they stopped replying to my emails!!!!
Swim Now is a scam. They have no respect for your time and money. Initially they pretend to be nice to take your money. Once they have received your bank account details, you would have to chase them for your lessons .”
“We paid £35 for the assessment which we attended and was great so decided to join. Following week swimming cancelled due to sickness. The next week we turned up and were sat by the pool in swimming shorts on, to find out it was cancelled that week as well. Unfortunately we weren’t told about the cancellation. Waste of fuel and parking and time. Third week, we tried numerous people to find out if the swimming was on or not. Nobody replied. The morning of the lesson I sent another message advising we didn’t want to leave the house to attend if not on. We eventually got a reply back from the instructor who said he had left. Spoke to head office who blamed the instructor for not informing us earlier and they were so sorry for the service we had. As the instructor didn’t work there anymore I don’t believe it was his responsibility to inform customers. The person we spoke to said they would ensure we were compensated. Of course this didn’t happen. Just another lesson date and time would have been sufficient. Very poor service for the price you pay for the 1:1 lessons. I wouldn’t recommend.”
“I turned up with my twins 6yo girls as did several other people that day. We changed stood waiting for 15 minutes and no one turned. Apparently, Charlotte, the swimming instructor was in an accident the day before. When I tried to ring both, Lawrence (who took the booking) and the main number my phone was blocked. The desk rang through on my behalf and left messages.
The staff at the pool had no information.
My girls waited over an hour at the main desk in costumes. They were very unhappy and disappointed little girls.
After more calls in the week we eventually spoke to someone and was offered a place the following week. We declined.”
“The reason for one * is because my daughter has not had a chance to take her lesson because ever since she was given a date the lesson has been cancelled by Swim Now three times and we are even considering asking for the money back and try other options somewhere else because our child is so desperate to get to the pool.”
“Lessons cancelled all the time went there for a lesson with my grandson and no one was there they never contacted me to say it was cancelled I booked a 3months course in November and it’s now April and he still hasn’t completed his lessons”
“I didn't get to start my lessons as there were some Legal problems in Hull. Lesson were postponed for a month , and no guarantee they would start on the later date. Very disappointed .”
“Booked the lesson after seeing an advert on the Internet. But a taster 30min lesson for £35 & paid there an then, the lesson would be in 2 weeks time. Lesson ended up getting cancelled and Re scheduled, no doubt will get cancelled for a 3rd and final time????”
“Our teacher was very nice, but didn’t give the kids any time to process one stroke before she was on to the next, she didn't engage with them and rushed through like she was going through the motions.
Also, there were two occasions when my son was crying in the middle of the pool (he has never cried at swimming before) once because he was confused and overwhelmed at the fast paced changes, and once because he was kicked in the face. I would expect a teacher in the latter case especially to get in the pool to assist him, but instead she just stood at the side saying “what’s wrong?” So in the end my daughter swam over to help him. All in all not a positive experience.”
“Whilst the lessons have been good, the management and running of the company can only be described as amateurish and unprofessional.
Our teacher left the company and despite him providing four weeks notice, we were given zero weeks notification that our lessons would stop for many weeks whilst they found a replacement instead without having any contingency arrangements for cover in such situations.
As a result of a pause in lessons we found lessons elsewhere and on obtaining a place we served out notice on Swimnow. Whilst Swimnow allow you to 'bank' lessons you're unable to attend, they refused to honour three lessons we had banked and had adequate records of. On raising complaint by email, both to their office and their CEO, a week passed without response and on calling them, one of their staff (Gareth) seemed to forget he was talking to a customer, being rude, refusing to listen and even laughing at me. Had the lessons been cheap I would have let this go, however at around £90 per hour I wanted to recover my money - since joining an alternative lessons, it's now clear to me that Swimnow's lessons do not add the ~£35 of value they charge over small group lessons elsewhere.
The teachers are all very friendly and I appreciate that whilst the face of the company they cannot do anything about their companies incompetence for which they are extremely let-down.
If you're considering Swimnow, I'd seriously advise you to look at alternatives first.”
