25 Jan 26'
"First date booked the workshop was full as it is listed on multiple sites.
Rearranged date the venue was closed. No reply from telephone number and no listing for the workshop on the notice board. No telephone given to call the organiser.
Requested a refund direct from the organiser but the organiser refuses.
"
The Metalsmith responded:
"In response to this review I would like to be very clear:
I immediately took responsibility for the initial booking problem, apologised and offered an alternative date, or to cancel the booking and provide a refund. The responses I received following my apology were, unfortunately, very rude.
I contacted CraftCourses for guidance. Before they responded, the gentleman had made contact and a replacement booking was made and confirmed.
On his arrival it was clear from the vehicles outside, the lights on and an artist using a studio by the door, that the venue wasn’t closed; we do have a sign up to stop the public entering without accompaniment.
The CCTV recording is date and time stamped and clearly shows the gentleman arriving at 13:45 and leaving at 13:55 (despite the workshop starting at 14:00), without ringing the doorbell or knocking on the door, as per the instructions in the confirmation email. Please note, the other workshop participants arrived at 13:57 and followed the instructions provided at booking, rang the bell and gained entry with no difficulty.
Sadly, our phone system does appear to have been at fault. I have acknowledged this also. However, had the gentleman tried to ring the bell or knock, there would not have been any problem.
The refund was not refused; there is a process to initiate a refund, made a little more difficult as the request was made at the weekend. The refund was requested on Saturday and processed two days later, on the following Monday.
I appreciate that the two problems did happen, and that they could have been avoided, but at no point have I been rude or unprofessional. I certainly have not lied.
It is very saddening and disappointing to be on the receiving end of such a review. As a maker, my income depends on my reputation, the products I create and the courses I teach. If there are ever any problems or issues, I will always address them professionally and politely and look to reach a resolution that makes everyone happy which, obviously, is not something that can be achieved in all cases."
