“Paid for a taster class but they failed to provide a trainer as planned. After many phone calls, I am told they won't refund despite their fault for not having a trainer. Best way to flush money down the drains. Absolute terrible company.”
“The service is pathetic.
I paid the whole amount around 600 pounds and I have not received my complete lessons, when trying to contact the team no reply from anyone.
Amy was my instructor, and Louise and Nick were the team members I was trying to reach. No refund or update was given to me regarding my lessons.
Worse experience plus lost my money as well. I don't even want to give one star.”
“The policy is awful. You don't have the flexibility and I am pretty sure that the current terms and conditions falls under the unfair contract terms in the consumer rights act. They have taken out any mention on a customer's right to reschedule a session and essentially it makes the terms unfair (look at the section on lesson credits, and absolutely no mention on the terms of a customer cancelling a lesson and what would happen if they cancel - essentially they are exploiting this loophole to mean you can't cancel, even if its not in the terms and contract). Also they failed to properly mention what a week's commitment actually means in the DEcember 2023 e-mail, which was super ambiguous. I am annoyed because I was not offered an alternative session when I first cancelled over a week ago. The FAQ is bs, and just making stuff up about the cancellation. Awful cancellation policy. I will be seeking legal advice on it as I believe they are breaching our rights as a consumer. They are using this loophole to extort customers. As a customer and as a woman I am seriously stressed out about this policy, it discriminates against me and to put it bluntly I suffer from irregular feminine issues that makes it difficult to give more than a week's notice. The staff have been so slow in trying to rearrange, it is horrendous customer service.”
“My son had fever and we informed them in morning to reschedule. They are asking us to cancel a week before which doesn't make sense. Pathetic people ..I asked to reschedule and not even refund..but they want to just take money from us and then no empathy
Rude and ridiculous”
“I recently paid £40 for a taster session for my 4-year-old son at a swimming facility, hoping to help him overcome his fear of water. Unfortunately, on the scheduled day, my son fell ill with a high fever, rendering him unable to attend. Immediately, I reached out via email to request a reschedule, understanding that circumstances sometimes don't align with plans.
To my dismay, I received a response three days later, stating that they couldn't accommodate my request because I hadn't informed them a week in advance. This requirement seemed unreasonable, especially considering I had scheduled the session merely three days prior. I expressed my willingness to forego a refund and simply reschedule for a later date to help my son confront his fear, but my pleas fell on deaf ears.
What's truly disappointing is the lack of empathy and understanding exhibited by the establishment. Rather than working with me to find a solution, they chose to ignore my subsequent emails altogether, leaving me feeling as though my money was merely a donation to their business.
As a consumer, I expect businesses to be flexible and compassionate, especially when unforeseen circumstances arise. Unfortunately, this was not the case here. My experience highlights a significant flaw in their customer service and policies, ultimately leaving me dissatisfied and disheartened.
In conclusion, I cannot recommend this swimming facility to others based on my negative encounter. It's crucial for businesses to prioritize customer satisfaction and demonstrate flexibility in their dealings, qualities sorely lacking in this instance.”
“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 .”
