An Open Letter To Equine Unlimited,
First, let me start by saying that I rarely give negative reviews. It's often hateful and counterproductive, and most of the time those receiving them will blow them off anyway. You, however, reached a level of unprofessionalism that I can't simply shrug off. Given my experience with your organization and the other negative reviews I've read about you, however, I doubt you'll take what I'm about to say and do anything productive with it.
I purchased your Groupon back in February, when I had a little extra money from my tax return and wanted to do something new and fun with my fiance. A private lesson for two for $48 bucks sounded like a great deal. I decided to save it until July and treat myself to the lesson for my birthday. I emailed you on 7/7/11 to make reservations, then patiently waited for a response. When I STILL hadn't heard from you by 7/13/11, I called and left a voicemail. Three days later, at 9:00PM as we were putting our daughter to bed, I received a call from Melinda to finally schedule my lesson. We picked a time on my birthday, the 29th, and despite the lack of response and horribly late hour to return a business phone call, I was excited. Three minutes after we hung up, she called back....using the exact same opener she'd originally called me with. Confused, I informed her that we had just spoken and set up an appointment. Apparently she was calling from a list of call backs and had forgotten she had JUST called me. Scatterbrained isn't a crime, so I let it go.
36 hours before our lesson, I was hit with the news that I wouldn't be able to take the day off for my birthday (which had been approved well in advance) because the co-worker who was to cover my shift couldn't make it....her father died that morning. I INSTANTLY called Melinda to cancel our lesson and reschedule. Of course, she didn't answer. I left a message and waited for a call back. Again, she called back late at night and I missed the call. She informed me, with attitude and an unapologetic manner, that the Groupon required 48 hours cancellation, and that so many people have been trying to use the Groupon that she's lost so much money, blah blah blah. She offered to let me reschedule, but we would have to pay full price for one of the people attending the lesson. Again she reiterated how much the Groupon has cost her (like that's MY problem?!), and ended the conversation.
Did you not realize, before deciding to offer a deep discount on a site known for, um, DEEP DISCOUNTS, that 1) you'd be giving DISCOUNTED lessons, and 2) yes, business would pick up. Things would get hectic. You'd have to adjust. For this woman to gripe to me about how much Groupon has cost her, and then not seem to care REMOTELY about rescheduling....talk about unprofessional and insensitive. The promotion ran in February....it's now August. If 6 months isn't enough time to adapt to a higher call volume/increased schedule, perhaps you might want to reconsider being in business at all. Maybe a simpler job is in order. I hear dog walking is swell.
In this economy, people are struggling to afford little extras. Lord knows I am. How DARE you complain about a discount YOU decided to advertise, and then seemingly refuse to accomodate the folks who bought it??? I looked forward to this for months, it was a birthday treat to myself, and when my co-workers father passed I wasn't about to throw a fit and demand that my boss find someone else to cover my shift. I did the right thing, and worked that day. You, however, did NOT do the right thing. You knew full well that I'd already paid my 48 dollars back in February. You made that money already. I guess people like you don't care once you've got that almighty cash in your wallet.
Suffice to say, I'm absolutely disgusted with your unprofessionalism and lack of decency. We live in a service-based society....if you want people to continue to use your service, they need to feel like they're receiving good service in return. I don't know how you interact with all your clients. You might be as sweet as pie. Maybe I caught you on a bad day. Who knows. But you left a bitter taste in my mouth, a 48 dollar hole in my pocket and a birthday gift that never happened.
I hope you enjoy your 48 bucks. Use it to get yourself a better organizational system, so that when people email you, you actually respond to them....so that when they call, you don't wait until 9:00 PM to call them back....so that when they have a circumstance beyond their control, you pretend to give a damn and then work to accomodate them instead of guilting them because you're money-hungry.
Thanks for nothing. read more