Preface: I am taking dictation from my wife, who experienced this miscarriage of customer service only hours ago.
If I could give it zero stars I would.
Our youngest (3 years old) has been taking lessons here for the past 6 months. Last Saturday she and and her classmates had their first recital, along with several other classes with children of varying ages. The performance itself was fine, however backstage it was very disorganized. There were long periods where 3-year old girls were left unsupervised (because the instructors also perform) and Ballet Academy hadn't bothered to request/demand enough parent volunteers. So while the older children were performing the 3, 4, and 5 year old kids were wandering around backstage unsupervised.
To add insult to injury, the tickets for the recital cost $15 each, regardless of the age of the child. So we shelled out $75 to watch our daughter perform for 3 minutes. This is is in addition to the cost of the cheap costume ($70) and the $45/month for lessons. Don't forget the $10 charge if you're a day late on payment - NO EXCEPTIONS. I can't tell you how many times I heard other mothers in the lobby pleading with the front desk to grant them a reprieve. Here's a common scenario: Payment is due the 10th of the month. Say you were scheduled for lessons on the 7th and forgot to bring the check. By the 14th you're being fined $10. They don't accept auto payment nor do they provide any flexibility on these dates. It's a trap, pure and simple.
All of this is leading to why I'm really posting.
Today I was asked by another mom to hand out cookies - lovely pink frosted ballerina cookies - to the class for doing such a good job on their first recital. I showed Miss Lana (Owner & Queen B) and the other instructors the box the cookies with all the girls' names on them and sat waiting for the girls to finish.
The girls got out of class and excitedly came over to me to fetch their cookies. And of course, because they're just 3, two of them accidently dropped them on the floor, leaving a few pink specks of frosting on the already filthy, industrial grade carpet.
After I finished passing all cookies out to the girls, and their siblings, I went to offer a cookie to my three other children standing there. At once I was aggressively approached by Lana and ORDERED to CLEAN UP THAT MESS THIS INSTANT. She pointed to each of the spots and said to me ""YOU WILL CLEAN THAT UP, AND THEN THAT ONE."" No Please, no Thank You, no Let Me Get you a Napkin.
Stunned by the way she was talking to me and wagging her finger, I got down and started trying to clean them up as best as I could. My nose was at her knees and she was hovering over me. Every other parent's jaw hit the floor as they witnessed this.
Then, addressing me, she said ""THERE IS NO FOOD ALLOWED IN THIS BUILDING AND THOSE GIRLS DID NOT NEED THOSE COOKIES.""
At this point I'd recovered. Rising to my feet, and speaking under my breath I told her pointedly that she was rude and had no cause to talk to me that way. Furthermore, I would never allow anyone to talk to my children that way, and that I would be taking my business elsewhere.
Outside another mom came up to my car as I was putting the kids in. She'd tried defending me, telling her we were trying to do something nice for the girls. Lana was rude to her as well, so she won't be returning as well.
As I replayed this incident in my mind I remembered the mortified look each of the instructors had when Lana started going off. I feel bad for those girls, because they really are quite talented and they're great with the kids. But I won't give my money to a business that treats people that way.