******

Terrible experience with this company. On the 29th of November I made an online booking for the 4th of December. I mistakenly booked the wrong session and immediately emailed requesting to change the session time. Received a response stating that their admin office will only be open again on Wednesday (1st).

On the 1st i got an email stating that they had availability but no available shoe sizes, to which i responded that i would like to cancel my booking and forwarded my banking details for a refund. Their cancellation policy is 48 hours in advance. I emailed again on the 3rd confirming that i am cancelling my booking and requested to know when the refund will be done. Was told i would be attended to some time over the weekend. Received no further response.

On the 9th, i received the following email "It normally takes 5 days for refund to be processed and paid. I will follow up with the Arena asap." I requested a proof of refund and received nothing but empty promises of actual feedback.

On the 11th received this email "My sincere apologies Catherine has been in session all week , so sorry about the delay, there have been so many refunds, so it be that it still needs to be released" "Just to confirm , that the refund is in process as discussed with Catherine. Please allow some time for it to clear : 5 Days , the reason for the delay as the it’s a system generated refund and it releases on its own"

Only on the 11th did i receive an automated email letting me know my booking was cancelled (10 DAYS AFTER I HAD ACTUALLY CANCELLED, AND 7 DAYS AFTER THE ACTUAL BOOKING DATE - PATHETIC). I might've already received my money had the order actually been cancelled on the system when i requested it on the 1st.

On the 13th i received the following "My sincere apologies that you are feeling this way and I have tried to have everything sorted out for you. Catherine runs the Arena and refunds and although this is not what the response should be , she has been in session and the Avatar system is processed from Arena side and refunds work in a different way . I do apologize on the service and the delay , and I will ask the for proof of refund. Catherine advised that these can take up to 5 business day" Seems like there is only one person working there as "Catherine" is never available to process refunds nor does she respond to any mails.

Today is the 19th of December - 18 days/12 working days since i have asked for my money back and i am yet to even received actual feedback or a proof of refund.

The service is pathetic and i will never support this place again nor would i recommend them to anyone as they are nothing but ******!!!