Jaego's House, Snug, Living Room And Cinema

Jaego’s house is such a great concept but like the previous reviews have mentioned, customer experience is quite shocking. We haven’t had real issues in person yet and the staff I’ve interacted with have been nice so far but the whole onboarding experience has been far from smooth for us. I tried Jesse’s first, paid the £350 deposit and within a week decided to cancel as it was too far from us and initially thought the swimming classes would be part of the membership which they weren’t so Jaego’s was the natural choice between the two given the distance and being pretty much the same apart from the treatment rooms and pools. The said deposit which was meant to take up to 10 working days to return, took almost 4 weeks and a whole lot of chasing up. As what they offer is something that fits well with our needs, I still went ahead and got the membership at Jaego’s and we’ve just done our trial. I signed up for 2 adults and 1 child as we’re co-parenting and both wanted to try it. 3 days before the 14 day free trial ends, I emailed the membership team letting them know we will be keeping the membership but only for 1 adult and 1 child and adding in my coparent on the months he’s in the country. They said that’s fine and they’ll cancel it on Friday (trial ends Saturday). I responded to explain he leaves on Saturday and would love to keep using it until then and they said that it’s fine to do after the weekend but they will charge a fee for it. They went on to say changes need to be given to them 48 hours prior to the end of the trial period as admin team doesn’t work on weekends. (Website says 9am on the last day of trial which I mentioned and they said that the 48 hours period is what they’ll be changing it to). So it’s good to note that it’s not really 14 days trial if you’re considering. They also don’t inform you the co-working space is under construction so that’s not a part of the trial until next week - 7th Oct. We cancelled the booked classes and he made other arrangements for the last day of trial we thought we had. They deleted him off the portal but my account was still due to be charged for 2 adults and 1 child so I emailed again asking for this to be changed. I expressed my frustration and they didn’t respond to it. More following up from our end and eventually it was changed so I was ready to just forget it all and use the facilities which is all we just want to do but yesterday I noticed my membership says there’s an issue so immediately I call the number suggested on portal to fix it and was told membership has to be emailed as they’re not onsite which I did. Still no response today, have called and emailed again and still nothing. Had to cancel all the classes booked for the day so far and a whole day wasted and made new arrangements for. I’ve only been on site once so far since our trial ended. Just so frustrating having to constantly chase things up and feel so helpless that I felt the need to write a review in hopes higher ups would invest more in either training / hiring more staff or automate some of the processes to simplify it.