Complaint Review: Tula West Yoga Studio

I am writing a report to describe an extremely unpleasant experience I encountered at Tula West Yoga Studio in Toronto. I have been a repeat customer, generating referrals and attending on average 3 classes a week at their central location. I attended the West Studio a few times, and while I was impressed by the helpful, energetic demeanour of the instructors, I did not feel welcomed by the receptionist. I have worked at fitness studios in the past and have come to expect positive, cheerful greetings unfortunately the individual at the front was not inviting or welcoming.

This initial observation turned me away from the West location and I decided to regularly attend the central location. I was pleased with the service at Tula Central and decided to give Tula West another chance, since the location is more convenient.

I brought a referral along with me, and at this point I will describe the disturbing, appalling experience, that I found absolutely ironic considering the slogan they use to appeal to customers, falsely describing their business as an urban oasis. I discourage anyone to go to this location if they are looking to relax.

To begin with, upon arriving a woman greeted us at the front. What should have been indication to us that this visit would be unpleasant like my prior ones was that she was abrupt, unfriendly, and additionally did not give us back the right amount of change. We got our mats and entered the studio but forgot to close the door; the same individual that was incorrectly handling our money at the front impolitely demanded that we close the door. We still stayed despite the mounting negativity.

What happened next was astonishing. The class went from meditation to a bootcamp-style class. I am someone that appreciates intense workouts, but unfortunately my guest was left sitting doing nothing because there were no options of intensity. She created a very tense atmosphere, speaking in a tone reminiscent of a drill-sergeant. I had previously attended Yoga classes of similar difficulty level, but was extremely displeased that the instructor was unable to create a relaxing atmosphere, nor was she able to give options for less advanced participants. I felt very tense and uncomfortable. At one point in the class I was not lying with my head toward the mirror and was told to change my position. I found this very intrusive and counterintuitive to the teachings of Yoga. It was very clear that this woman was very controlling and negative.

My friend almost passed out during the class because the instructor was unable to give options. I was similarly displeased with the demands and tense atmosphere of the class and was left feeling sick. In the change room I was accosted by the instructor, who I learned was the OWNER. She asked if I was all right in a demanding tone. What she said when I responded that if she liked I could give her feedback on the class indicated to me that she was not actually concerned; she became very indignant that I had asked her if she wanted my feedback and proceeded to deride me. She told me to get out of her studio and never come back. Being an individual that has worked in numerous customer service positions in my life and who is also a fitness instructor as well as business enthusiast, I thought this was extremely unprofessional. She never even got to hear my feedback.

The disrespectful treatment did not stop there. I waited outside in the lobby while my friend changed. I described the situation to the girl at the front and told her that I was completely astounded by this unprofessional behaviour. My friend came out and when I described that this instructor was the owner and told him what she had told me that I was not ever welcomed back, he was shocked. The owner came to the front and began to address the situation in the main lobby, in front of an influx of customers signing in for the next class. She dismissed me completely and told me to leave and get out.

I was outraged that I was being treated in this manner, as a client and repeat customer. The response on the part of the owner was completely unprofessional and belligerent. This is not a place to go to do Yoga if you are looking for a way to relax and unwind. I got home feeling confused about how this individual is able to retain any clients conducting herself in such a manner. It is clear that the upper management have become complacent about their practices with customers, as she did not even bother to take me to the side to speak to me. It was imprudent of her to do this in front of other customers. My friend was completely appalled and I can only assume the other witnesses were similarly unimpressed.

I once was a Yoga enthusiast, but my perspective on the practice has been drastically altered by this negative experience and adverse encounter. I stronly discourage this studio.

Ariana
Toronto, Ontario
Canada