Shockingly bad
Shockingly bad.
1. Chased for two months to get furniture I was promised at sign up. Was told the bare desk was enough to charge me rent.
2. Invoice was incorrect (verifiably erroneous charge) and they then charged late payment on the charge that was never mine. Three months later the erroneous invoice isn't even fixed and they refuse to cancel the late payment that they have no legal right to.
3. Didn't have a working key card for months. This alone is a material breach as it means I didn't have full access to my office.
3. Zero transparency. I have submitted several complaints and asked for the complaints team but only ever get receptionists emailing me. They seem for some reason not to want to disclose the names of the people in charge.
4. Another Edinburgh building recently closed so people moved over to this one, and the centre is short staffed (frequently nobody at reception) and prioritises those movers over their own tenants.
I would rather not take this legal but they seem to have no interest in B2B resolutions. They are a waste of time, money and energy.
UPDATE: As you can see from the below, Regus respond when you post negative reviews. Unfortunately it is not an accurate reflection. First, the six week lead time for furniture is from the date you order (I was desperately trying to get them to assist with that since the start of August), not furniture that's already in the building (which I eventually got). Second, it is astounding that they are trying to say I had a coffee before I had a key, access or a contract. The coffee was incurred in August. I rented from September. Regus have locally accepted that but haven't updated the invoice. Third, the only outstanding invoice (other than one that only fell due today) is the original one that for three months they've been incapable of fixing to remove the sodding coffee. I'm actually stunned they went this far as to tell an outright falsehood publicly. Just when you think it can't get worse with them! Oh and PS, have you ever heard of a company that keeps its complaint structure and process private and thinks it doesn't need to disclose directors etc? No? Me neither. I note they feel justified to use my personal name on here though I didn't, so I suppose their view of confidentiality is one way.
Reply from Regus - Edinburgh Princes Street
Hi Frances,
I am sorry to hear of your dissatisfaction.
When you signed your agreement with a start date of 1 September, you requested the Design Your Own furniture service and were informed at that time that this can take up to 6 weeks. You requested a status update on 10 October and within a week it was installed; this aligns with the 6 week timeframe you were promised. In the meantime, the office had the same standard furniture that is installed in all other offices.
There are no erroneous charges in any of your invoices. The only charge not in your agreement is a single coffee charge for £1.25 but our records show you placed an order for this coffee and therefore were charged for it. Regarding the late payment fee, it was triggered by the invoice for your monthly service fee, raised on 31 August which was not paid. Our invoices are payable no later than on the 15th day of the month. If payment is not received by the due date, we incur administration costs and, though we would like to avoid charging you for this, we must pass on a late fee to you. You can review invoice and payment dates on your statement of account, available in your online account (myregus.com).
Unfortunately, your keycard did not function initially and you brought this up with the local team who reprogrammed a new one. This was ready on the same day and available for you to pick up at any time but you didn’t return to the centre for some time.
I am glad to hear that the local team are responsive to your queries but we regret that we are unable to give personal details for the internal structure of our company.
This centre has a larger number of staff than the average centre but there has been a large influx of customers from a nearby closing centre. Although the local staff will need to help these customers familiarise themselves with a new centre, this help shouldn’t be at the detriment of our current customers. We apologise if you have been made to feel this way and can assure you that we value all customers equally and will not prioritize the needs of some over others.
The local team are happy to help with anything you need and a member of my team has been in touch to answer any further questions you may have.
Kind regards,
Michelle Spire
Assistant Global Customer Service at Regus