That riding school shouldn't charge me for this?

[Pistachiovillian]

I have joined a new riding school recently and attended three times. Once for a ride out, twice for lessons.

All have been at 09:30 am.

I have usually left myself too much time to get there and arrived for about 09:15 but to avoid waiting about, last time I set off a bit later and arrived at 09:20.

Every time I have been, all the riders and the instructor and helpers (teens who bring the horses from the fields or stables, tacked up) have all gathered in the car park and then we've led or ridden the horses to the lesson arena or in the case of the ride, got on them there and gone out.

Last time (last week) I arrived at 09:20 and nobody was about. I went into the office but there were only some children in it who didn't say anything to me. I borrow hats from the riding school when I ride (I dropped mine and don't trust it and have yet to purchase another one) so I went in, picked up a hat, smiled at the children and then walked out, hoping somebody would materialise. Nobody did. I waited until 09:43 before thinking I must've made a mistake and not booked in. couldn't see anyone around-the stables are kind of down a hill from the car park but I could only see horses, not even any of the teen helpers, nobody! So I put my hat back in the office and drove home.

Not long after I got home, I had a message from the riding school saying I was booked in. I responded that I turned up, and nobody appeared to be there so I assumed I must've turned up having not booked.

Normally when I get there there are lots of people bustling about, teen helpers, horses, other riders all chatting-never has anyone left the car park until It's time for the lesson/ride-in one case it was very late as they waited for ages as the last rider was stuck in traffic.

Nobody replied to my reply until late last night, this was (I think) a manager who had been passed the message. I told her exactly what I had said here and she's said that 'lessons are always in the 'top' arena and I should have just gone there.

Well 1)I have only had two lessons at this school and they were both in different arenas and 2) This has never been the case before, ALWAYS everyone waited in the car park and rode or walked their horse to said lesson wherever it was.

She recommended I turned up 5 or 10 minutes early-to which I replied that I did!
She said that 'at 09:30' we all go for the lesson and I said I was most definitely there at 09:20(I am not sure that it wasn't even a bit earlier, if I am honest but I know it was definitely at 09:20) and she also said that one of the children in the office was a teen helper who actually SAW me return my hat and drive off.

So, they have confirmation that I was present and correct-I was SEEN. And I've told them that the usual protocol of the last three times I've been is we meet in the car park-not an arena (either one).

They still want to charge me the full amount 'because they had taken the horse out for me'.

AIBU?

I’ve ridden at four different schools over the last twenty years, three of them regularly. The first place I went to was similar to your experience. Never very clear where and when to meet and not particularly organised or welcoming. On my first lesson there was no one around and then they phoned me and I should have been 5 min walk away where the school is. No one bothered to tell me that when I booked it and my lesson was short because I was late getting to the actual school. I took my business elsewhere.

My current school is great - there is a clear process for booking in and a sign showing where you wait. Helpers have tabards on and in any event reception is either run by adults, or if the office is closed the teacher has the clipboard and checks you in.

I'm on your side OP. I found the people at stable very unlikeable and unhelpful. They seemed to think I just knew how it all worked. Which I didn't! I grew up very working class and had never been near a horse! But my daughter wanted to ride. She had many lessons and each time it was a different instructor which meant she didn't make any improvement. Each time we arrived there was no one in reception. Sometimes there was a child around age 8 and I wouldn't have thought to ask her anything, mainly because she couldn't even say hello or hold eye contact. We just had to hang around waiting for them to bring a horse out which cut 10 minutes of each ride. Its obviously a if we know you we will look after you but if they don't, they don't give a shit.

We stopped going in the end. I was paying £30 for a pony ride tbh.

I would have just said, ‘hi children, do you know where everyone is?’ and see what they said. Even if they were all 7 years old, that doesn’t mean they won’t be able to communicate? They’ll either say, ‘no’ or ‘yes they’re all in x place’

This.

@Pistachiovillian The supposed "teenager" had probably either left the reception area for whatever reason, or wasn't actually there in the first place...

The manager wouldn't want to admit that they were at fault - which in my opinion they definitely were - because then they might have had to offer you a free lesson to make up for it, and they definitely wouldn't have been entitled to your money for the lesson they said you missed. In fact, maybe you ended up being the only one able to attend the lesson that day, so they decided not to bother for just one new customer?

I hope you get this sorted adequately and nicely. If not, I wouldn't pay, and I would try to find a more professional riding school to attend.

Riding schools are not really known for their organisation and customer service unless it's a really smart one. I don't think I've ever been to one where there's someone 'on reception'.

They also desperately struggle to make ends meet.

If you like it there, write it off to experience and pay for your class.

They're child volunteers, OP, it's not Tesco's. They don't have to have a customer service ethic. It seems obvious to me that you'd walk up to where the lesson is before going home.

*I was one of those child volunteers once

They should absolutely charge you - as far as they are aware you were a no show!

I agree. Everyone who works at a stable is there for the horses, not the customers. It's generally understood that horses are amazing and it's a privilege to be with them and learn about them. Customers are there to learn and to be kept safe whilst doing so. The vast majority of people working there will be pony-mad volunteers. There just isn't that customer service ethic in the majority of stables.

Having just seen your last post @Pistachiovillian I am very glad that you are satisfied with the result now, but I stick by what I said above about what I think was a more likely scenario. I do feel a little frustrated that you are going to pay half for the lesson they almost certainly screwed up, for whatever reason!

You sound like a really lovely and thoughtful person OP, but please try to make sure that your loveliness doesn't lead to you being taken advantage of. 🐕🐴💐

This is very interesting OP, as it does bring back the (very limited) experience I had of riding school some 30 years ago! Lack of customer care to the point of rudeness, and in our case, grown women learners being bossed about by a 12 year old😅 It was a weirdly unfriendly environment, and I assumed it was just this place, but sounds like it's quite common.

Glad it's resolved to your satisfaction anyway OP. You sound a very reasonable customer and I hope they have the sense to hang on to you!

So you arrived late. Waited for someone who didn't know you were there to come and get you? Every other time you've "led or ridden the horses to the lesson arena or in the case of the ride, got on them there and gone out." Yet you don't say you've checked the lesson arena to see if everyone was there? It's either a vast riding school, or these are super fast horses, if they had gone so far that you couldn't just do a circuit of the riding school and find them! It is a bit weird that the kid on reception didn't say anything, but it's no wielded than the fact you didn't ask! I'd say pay because it was YOUR choice not to bother to find anyone.

How is arriving at 9.20am late for a 9.30am lesson. When all the other lessons had been waiting in the car park to be met by the instructor. No way I'd be allowed to walk around any of the stables I've ever been to find my group. Op also said it's a large stables with different arenas in different areas who knows where they were

It seems you've been given a hard time on this thread OP. I wouldn't think to ask young children either. Nor would I be inclined to pay half in this situation - but if you need to do so to feel you can continue, then that may be the best choice ultimately.

Sounds like pretty poor customer service. However, this is not uncommon in riding schools and I would have walked around and looked for someone to ask, or if I knew which horse I was supposed to be riding, gone to find the horse and check it was tacked up.

And I agree, 9.20 is a perfectly reasonable time to arrive for a 9.30 lesson, assuming you aren't expected to groom and tack up yourself (in which case I would arrive a little earlier).

They are total charlatans. Of course its there mistake. Wouldn't be keen to carry on with such people.

Honestly, I think everyone's being a bit mean here, yes you could have asked the gaggle of children in the office but if one of them is "working" then why on earth didn't they do their job and say "hi, are you here for the 9.30 lesson" especially when they saw you at 9.45 still hanging around and then come in and give your hat back!
Riding schools are a real classic for this. Don't get me wrong, some are amazing, and do a fab job but i've been to loads run like this, where free/cheap children/young teens do all the work, they naturally (because they're so young) have very limited confidence and customer service ability and its customers who are expected to magically know what to do, and you spend a lot of time hanging about like a lemon, then if you do the wrong thing (stand in the wrong place, stroke the wrong horse) someone shouts at you. If you booked with another type of business you'd get joining instructions, with where to meet, what to wear, who to ask for, directions for parking etc. and the office would be properly staffed. They should also be doing health and safety waivers for new riders etc....
I would refuse to pay, on the basis you turned up and went to the office where a "member of staff" clearly saw you and gave you no instructions - just explain this and then ignore all future emails/calls. I'd try and find a more professionally run riding school, with actual staff in the office and a more organised way of running lessons - they do exist!

With respect, if she's not capable of greeting an adult and assisting them, she's not really suitable or ready to be put on Reception. I think I probably would have asked the children for help even if I did think they were younger, but I get why you didn't.

How much are the lessons? If you really like the riding school, I'd just pay it in order to keep the peace, but if there's other options and it's not that great, I'd tell them to take a hike and go elsewhere from now on.

They’re not usually paid.

No they should not charge you, and also i think its disgusting that children were left unsupervised in the office out sight and sound of any adults

Is she a helper manning the office then she should of spoken to you

They wont be paid . They are usually doing it just be be with the horses and get free lessons

Tell me @stichguru, what is your motivation to post such silly things as this, what is it you're hoping for? Like you woke up this morning, brushed your teeth, had a shower, ate some cornflakes, thought to yourself "Ooh, I know! I'm going to search out someone in need of help and support - then disgrace and humiliate myself with a pathetic attempt to bully them!" - which step is it I'm missing?

Help me to understand what drives you to this point of throwing every last drop of self respect out of the window just to try to upset strangers on the internet. Are you a debt collector and you think people will be so intimidated by your Mumsnet comments that they'll pay up with no argument? Are you picturing us all sat here quaking in terror, on the phone like "Oh please, I'm begging you to protect me, I'll pay anything you want to save me from this scary forum poster, please!" only to be told "Is it ol' Stichy from the mother an babby group again? Mind we're just the UVF, you'll need the United Nations to save yous from that one!".

I'm so sorry that someone's hurt you so badly Stichy, but this really isn't the way. It must be so hard when the only way you can derive even a scrap of self worth or sense of control over your existence is by spoiling things for other people, being so insecure that you put boundless effort in to trying to hurt other people and none in to trying to make yourself happy. But you know what Stichy? It's gonna be ok. Talk to us, tell us all your sorrows, there's some really nice and supportive people here!

And I'm sure no one will try to make themselves look strong by kicking you when you're down.

''It's a weirdly unfriendly environment''
@YouSayChorizoIsayChorizo

Spot on!

So many yards have really flouncy 13 yr olds in - I used to ride at one in Wimbledon years ago as a child , and had one beastly older girl hiss ''You took my free ride'' -because my parents had paid.

Stables can exploit young teens.

The Volunteers shouldn't be bullying paying clients.

Horses do seem to attract some bullies - I volunteered at a Yard and it was quite cliquey- everyone had gone on a ride {volunteers} and the Boss asked why I wasn't going? {I was cleaning tack} - I said ''There is no one to ride''...he said 'Take name '...she was his own horse, a beautiful Chestnut TB. He trusted me with her, which was a great honour.

I loved helping the less confident volunteers in my turn- showing them how to dissemble and clean tack - and to put it back together correctly, how to put a bridle on - I wanted the nicer volunteers to not be scared off by the louder bullies.

Sounds like a typical ''Yard Bully'' to me, @Frogpole .