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  • I will start by saying I have a membership at orange theory in San Francisco and I absolutely love the service, work out class and Overall general management at that specific location. My experience at the the Arcadia location was one that featured pompous front desk staff and unaccommodating service. To start, the main front desk attendant was extremely rude and had a condescending tone. I had my father come join me for a class (so this was his complimentary trial) and since he showed up only 12 minutes early they wouldn't allow him to enter the class. I do understand procedure, but keep in mind there were maybe 6 people (including my dad and me) in the class. You would think a studio who clearly has poor retention and attendance would try harder to cater to 2/6 aka 1/3 aka 33.33% of their class. Our instructor hadn't even remotely began the class and had just barely done the introductory information for the other new client. I understand there are rules and procedures and I understand we broke them, but the lack of customer service was truly appalling. I just also found it almost comical that they were turning people away when there were only now 4 people in the class.They should consider upping customer service and hiring more accomodating staff if they plan on improving member growth and retention. LOVE Orange Theory, HATE this location
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