I’ve been a member for over 3 years now, and in my opinion it has gotten progressively worse.
1) The women’s restrooms are horrible. Members will now leave toilets unflushed after use. It always smells of #2, & some have even left #1, #2, #3 & footprints on the floors and toilet seats.
2) The food is sparse & unvaried. Despite being closer to full capacity, portions have shrunk, & staff will do weird things to 'control it' like hiding the large plates during snack times.
3) Poor upkeep -- the printer being out of ink/paper/toner is common. 70% of the time I have to use a USB to print b/c the driver is inconsistent. The trash lid in the kitchen has been gone for over a week, & the bathroom sink often is out of order again.
4) Members have gotten sketch. One time, I came back to my table to find a group of new members physically working, laptops and all, on top of my papers & folders, including bank statements. Another time, I was in a conference room a woman had booked, she pointed this out, I said okay, and before I could even do anything she started shouting "what's wrong with you", "why aren't you moving", even screaming, “I’m sick of your BS (using the actual word)”. Staff didn't say anything to her about her language while I was there, but to me they were like make sure you book a room in the future.
5) Along these lines, my personal experience w/ staff has been disrespectful, toxic, & IMO discriminatory. In 2023, I'd use their ceramic bowls, as did everyone else, to prep meals like eggs. Betsy, a white woman, me not, made it a point to approach my friend and tell her how disgusting my food smelled, & then told Hannah (the then front desk person) that I coudn't use their bowls. I know, b/c 1 week later Hannah gifts me a gray bowl, saying I could keep it at the office & put it in the 8F kitchen cupboard.
However, soon after, I see Betsy USING MY BOWL to store chili in the common fridge, AND I continued to see everyone else use their white bowls in front of them both for over a year.
In 2024, I bought my own ceramic bowl, labeled, & stored it in the same place. But then come 2025 when I asked staff to remind certain members not to use them, Suzanne's response was they couldn't be left there, after 1 year of them there no problem!
I told her okay, moved them to the fridge b/c that's where it's ok for members to store items overnight, only to see it moved back to the cupboard where I had JUST been told it couldn't be -- (I suspect by Emme during the Fri. sweep. They "couldn't confirm" it was staff but could confirm my SFW word in a note in the bowl was unprofessional).
I pointed out this pattern of targeted behavior towards me in a sit down meeting GM Matt. His response was to make up 2 more rules that were not in the handbook and had never been told to me prior to that day, which were:
#1 - Access members, aka me, couldn't leave any items in the fridge overnight & #2 - I couldn't use the focus room for more than 60-90 minutes at a time.
Matt went further to state the gray bowl was food equipment and wasn't allowed to be there, while at the same time saying it and a a bday gift Hannah gave me were accommodations. Quickly picking up these items I thought were gifts were just points of manipulation over me, I requested to reimburse them, which was ignored.
He then followed up by sending me the handbook, proving my point, neither of these rules he stated now apply to me were in there.
I formally requested Industrious simply update it to reflect this change they decided to make for me & to send it to all members, because not doing so is discriminatory, but so far nothing.
Not only that, people continue to flagrantly use the room for 2, 3, 4+ hours without interference. I again asked Suzanne about it, who said an email is coming, but doesn't believe they'll change the handbook, a PDF, which is WILD.
I continue to limit my contact with staff as much as possible & plan to escalate it after the notice expires, should this pattern continue. (Note all of these have been my personal experience).
