After a nice tour in August, I decided to get a membership here starting September 1. Near the end of October, I realized I wasn’t using my membership as much as I thought I would, and decided to cancel my membership per the cancelation option on their website, and via email notice to the Mindspace team.
Despite my cancelation, I was billed November 1 for the entire month of November. I emailed the team asking for an explanation or refund, and received zero response to 5 straight emails over a 6-week period. Finally I got a hold of a team member via text, and they told me they were looking into it. After several more texts over several more weeks, I began asking the team member what the heck was going on, and why I couldn’t get a straightforward response to my support request (or even a single email response from the Mindspace team). They gave me someone else to email, which took another two emails over three weeks to finally get a reply (my emails were sent on December 17 and January 9, so “it was the holidays” doesn’t really fly as an excuse).
After the second email on Jan 9, I was told that a refund had been requested from the finance team...
And now on Jan 13, nearly 3 months after my initial cancelation message and refund request after my November 1 charge, I have finally been told that they require 30 days’ notice for cancelations, so my membership was still active in November (would have been nice to know), and that they won’t be refunding the November charge despite my zero usage during that time period.
Mindspace apparently has no formal SLA for customer care, and no clear policies that employees can simply communicate to customers when requested. Frankly, based on my experience, they may not even have a dedicated person who checks the company email inbox. I don’t understand why the team chose to ignore my repeated (friendly) emails and made me chase them for a reply. Had someone simply informed me about the 30-day opt out and that my membership would be active for November, I wouldn’t have had an issue, and could have at least tried to utilize the space instead of thinking that the November charge was in error. But dealing with the total lack of communication from staff (and their apparent confusion about company policies) has been a frustrating experience, and wasted both their time and mine.
And just on a branding/marketing note, I also find it pretty bizarre that – despite my zero usage in November and half a dozen unanswered emails – the Mindspace team wouldn’t see fit to extend me some type of refund (even partial) or offer a makeup month of usage (could even have been a smart way to hook me back as a monthly customer in the new year), or something besides a curt “sorry, the charge was valid per our 30-day cancelation policy, and we won’t be issuing a refund.”
I’d explore other coworking spaces if you value professional and timely customer service and communication when required. And I hope this feedback is helpful for the Mindspace team to improve their member experience.
