Wouldn’t recommend if you’re looking for lessons.
I attempted to book a set of lessons as a Christmas present for my 13-year-old, and unfortunately the experience has been extremely disappointing. The communication from both the central booking team and the tutor, Matt, has been consistently poor and far below what I would expect—especially given the cost of the lessons.
Initially, I was informed that an appointment had been scheduled. Shortly afterwards, I received another email stating that it had been cancelled, followed by yet another message claiming it had been rebooked. Wanting clarity, I texted the tutor directly to confirm the appointment. The message was read, yet I received no response at all.
For something that is marketed as a premium service, the level of professionalism, reliability, and basic communication has been severely lacking. This was intended to be a special Christmas gift, and the disorganisation has caused unnecessary frustration and inconvenience. At this stage, I cannot recommend this service based on my experience.
Resposta da Your Guitar Academy
Hi James, we're very sorry you felt the need to write this review about our services, especially on a platform we don't even use. For anybody reading, here is the full breakdown of events, exactly as they happened, to help give a balanced view of the situation.
1. The reviewer booked a lesson
2. We discovered that the tutor was actually unavailable for personal reasons.
3. We immediately (within 20 minutes) called the reviewer and left a voice message and sent an SMS to explain the situation, apologise, and offer an alternative tutor in a nearby location (5 minutes away from the original location) at the exact same time slot.
4. Reviewer didn't try to get back in touch with us until Sunday when our offices are closed.
5. Reviewer called on Monday morning and spoke to a director who again apologised. Reviewer said they understood but won't be booking any lessons through us in future so no other lesson times were offered.
We always try to ensure that bookings are honoured, however, in rare cases this isn't possible. In these rare cases we always contact the student as soon as possible and offer an alternative, as we did here.
Plus a little more background;
This reviewer has had multiple lessons with two of our tutors in the past, and both tutors have reported that they are uncomfortable teaching due to the reviewer's behaviour, including late cancellations of lessons (including telling the tutor they didn't want the lesson as the tutor was arriving at the arranged time), rudeness, and late payments. For these reasons, we will no longer book lessons for this reviewer.