I understand that this conflict was partially due to a mistake that we had made. I was just expecting at least a slight effort from their customer service given the innocent nature of our misunderstanding and the fact that a good chunk of our money and vacation time just got flushed down the drain. Instead, I got yelled at.
When we got to the shop, no one was there. It didn't take us long to scour my inbox and realize what happened. It seems our group had assumed we weren't showing up and decided to leave without us. So I quickly hopped on a phone call with Hang Loose customer service.
Love it! Learned alot and had a blast. Small group and got a lot of turns. Will go back! Owners are very nice!
In the end, she got me off the phone by agreeing to refund half of what we paid. It's been two weeks and I have yet to receive a refund or any contact from their business whatsoever.
The employee he passed us to was immediately rude and abrasive on the phone. I was appalled by her lack of professionalism. She raised her voice at me several times throughout the conversation and offered no sympathy or solutions to us at all. She refused to let us join our lesson "late", join a later lesson or reschedule to another day (for a few dollars more), or refund any fraction of the amount we paid.
We had a great time surfing with Hang Loose! We had a groupon, but the service we received was still great despite paying a discounted price. Our surf instructor was Kevin and he was friendly and patient with us. I personally found the group lesson satisfactory for the amount of surfing I wanted to do, but if you are looking for more "runs" and more attention from the instructor, then you might prefer a private lesson. There were 5 of us in our group so we took turns paddling out to Kevin to catch our waves. As I said, this was more than enough for me, but use your own discretion. Abner is super friendly and we would definitely go back!
We hadn't realized we were supposed to show up 30 minutes early to our lesson to check in. This was a silly mistake on our part, since that is mentioned somewhere in the confirmation email - but we planned our visit based on the lesson time. So we showed up just a bit before the start of our 8:30am lesson.
The first person we spoke to was sympathetic to our situation. After explaining what happened, he said he'd see what he could do for us and passed us on to someone else. This is where things went sour.
TL;DR customer service was rude, offered no sympathy, and agreed to a partial refund to get me off the phone - but never followed through.
Tomamos las clases gratuitas que teníamos por ser huéspedes del Royal Lahaina Resort. Aún a pesar de no haber pagado, nos trataron de manera excelente, las clases fueron geniales y lo pasamos de 10. Abner nos explicó todo muy bien, y Brent, ya en el agua, nos ayudó muchísimo. Estoy seguro de que si volvemos a Lahaina vamos a pasar nuevamente para tomar más clases.
We went around the corner to Maui Wave Riders who, after hearing our situation, were so appalled by how poorly we'd been treated that they offered us a discount on a lesson. Now that's how you do business!
My girlfriend and I booked a lesson with Hang Loose Surf Club on Groupon and were really looking forward to what we thought would be one of the highlights of our trip. Unfortunately this was not the case.
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Hang Loose Surf Club is a US Store based in Lahaina, Hawaii. Hang Loose Surf Club is located at 626 Front St, Lahaina, HI 96761, USA.
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