“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 !!!!”
“Monika was absolutely amazing to me. She pushed me every lesson and was very encouraging even when I felt like giving up! I cannot wait to go back in 2024 for more lessons on other swimming styles.”
“My sister and I are about to complete the 13-week 1-2-1 adult swimming lessons with Sarah at Swim Now, Lincoln and we are absolutely pleased with the progress we’ve made. It feels amazing to be able to swim with confidence and improve our strokes. Sarah has been an amazing teacher. She is friendly and we feel very much at ease with her, she is also patient and encouraging.”
“Kim who was a swimming instructor for swim now ,? Kim is must professional caring, swimming instructor , she understands peoples needs , makes you feel comfortable , she will go the extra mile to explain things to you , My name is Peter , as none swimmer, Kim turn me into a swimmer, / if you are thinking of having swimming lessons , stop thinking, get your feet wet And just do it ! A massive, thank you to Kim , from Peter O”
“I had lessons in Nottingham with Monika back in May/June (I apologise for a late review). She is an amazing swimming instructor. I only had five 30 minute lessons with her but I made so much progress with my swimming. I never felt as confident in water as I do now! I went on a trip to Cornwall with my friends in June, and for the first time in my life, I felt confident enough to swim far away from the beach. I never enjoyed swimming as much as I do now. Huge thank you to Swim Now and to Monika specifically.”
“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.”
“Being in my 60s without yet learning to swim, Mariams teaching helped put me at ease so that I could focus better. Mariams patience and understanding made me feel very comfortable and I would highly recommend her”
“Paul is a fantastic instructor who has helped me over come a fear of water. Within a handful of lessons I am almost swimming.
I highly recommend Paul and his teaching style. Looking forward to our next session.”
“I’m 30 years old and cannot swim. I’m in the early stages of lessons with SwimNow, however through teaching, patience and expertise I have gained lots of water confidence. The lessons are fun, supportive and personally structured to aid my development. I highly recommended for anybody wanting to learn how to swim.”
“Me and my husband have just completed 2 courses with Mariam. We wanted to improve our front crawl and endurance.
Mariam was excellent, extremely patient with us.
She explained why we were doing drills etc and found different ways for us if one didn’t won
Highly recommend Mariam and the company.
We can now go swimming, continue the tips and Tecumseh taught us and enjoy it”
“Kim is just amazing. She’s the best teacher ever, she’s so patient and really believes in you. I feel like I’ve processed so much in such a short amount of time, and it’s all thanks to Kim. I will forever be grateful for the confidence she has helped me achieve with swimming, I still have work to do but Kim has made me see how possible it is for me to get to the stage where I want to be. She’s a true gem, the skills she teaches you will stay with you for the rest of your life. So grateful, thank you!!
Victoria”
“Kim at Oulton Hall was incredible. The way she works with young people is so admirable. She build on confidence and motivation and pushes each child to be their best. Her sessions are fun, friendly, but you can also see real progress over the time they are there. She really cares about her clients and is pushing for them to be better everytime.”
“I could not recommend Kim enough. It was pleasure to work with her and being able to say I know can swim! It took us 6 hour of patience, kindness, and really good technical guidance!”
“I highly recommend Rachel at Selby. My son was a little nervous going for 1-to-1 lessons, but as soon as we got there she had such a lovely welcoming smile which makes all the difference to kids who are shy or nervous.
In the pool she explained things clearly but anything he was unsure of she would happily go over them again or explain it a different way until he had it.
My son always came out from the lessons with a smile on his face, he was so happy with what he had learnt and would always comment how nice Rachel was.
Rachel is such a brilliant teacher, she gives lots of encouragement and praise and she has boosted my sons confidence in the water so much. Thank you Rachel!”
