diddikicks.co.uk レビュー 9

diddikicks.co.uk からの回答

2025年9月9日

Hi Samantha,

Thank you for sharing your thoughts, and we’re sorry to hear you feel disappointed.

We can see you attended a free trial with your son on 9th August and then chose to register for ongoing classes after that. You attended the following week, after which we had a planned two-week break, and then returned on Saturday 6th September. After that particular class you sent a complaint, which we have since responded to directly.

On the coaching style, we do expect our coaches to provide structure so the class runs smoothly for everyone, but this should always feel positive and encouraging. We’re sorry if you felt this wasn’t the case. The coach you referred to delivered his final class on 6th September and is no longer part of the Diddikicks team, but we have reminded all of our coaches to focus on gentle redirection and encouragement.

Regarding your daughter, our manager explained at your trial that she was welcome to come along with you, but she couldn’t join in the activities. This is because our classes are capped at 14 paying children for health & safety and quality reasons, and she is also above the age bracket for that class. If you’d like her to take part, we’d recommend registering her into the older class via our Parent Portal so she can have her own place. The same manager will also be at your session this Saturday, should you wish to discuss anything further in person in relation to that conversation.

We’re really pleased you’ve recognised Laura, and we’ll make sure your kind words are passed on to her. We truly value your feedback and remain committed to making our sessions a fun, safe and positive experience for all children.

Kind regards,
TeamDiddi

diddikicks.co.uk からの回答

2024年10月1日

Dear Nicola,

Thank you for your feedback. We’re glad to hear that your grandson enjoys his sessions at Diddikicks and that the coaches have made a positive impact. We understand that the reward system is an exciting part of the experience for many children, and we regret that you’ve had a negative experience with it.

We strive to be transparent regarding the sticker chart system. The instructions for how to collect and place stickers on the chart are clearly outlined in several places, including our terms and conditions on the chart itself, our website, and in regular email communications. In fact, since you started with us, we have sent 10 emails just referencing this, to the email address registered to your account. We also promote this system weekly across our social media platforms to ensure all parents and guardians are well-informed.

It appears that despite our efforts to provide clear guidance, the chart has not been used, and the stickers were not transferred onto it. While we appreciate the emotional value these stickers hold, especially for children, the reward system is based on consistent participation, both in sessions and in the collection process. We believe this helps children learn about achievement and progress, as well as the responsibility of completing a task. Over 27% of children who attend have earned their reward by collecting and placing their stickers on their chart each week. To go against this system would diminish their achievements and undermine the whole premise of the chart, which teaches children about consistency and progress.

To maintain the integrity of the system and ensure fairness to all participants, we cannot retrospectively provide rewards without proper documentation of collection via the sticker chart. We are in no way discriminating against your grandson or his circumstances however are doing everything we can on our side to promote this and encourage this. Bearing in mind this is a free prize we have chosen to give away.

We are confident that this approach upholds the values of consistency and fairness that are central to this free prize and to the children's learning experience.

Kind Regards,
TeamDiddi

diddikicks.co.uk からの回答

2024年4月18日

Hi Marie,

We don’t seem to have any details for you on our system. We have requested more information so we can look into and verify this review has come from a genuine customer who has attended our classes and further look into this.

Kind Regards,
TeamDiddi

diddikicks.co.uk からの回答

2024年6月7日

Hi Scott,

Thank you for bringing your concerns to our attention. Apologies for the delay in replying. We don’t actually have a trust pilot account so have only just come across your review. 



We had several detailed conversations over the phone and via email when you initially raised these issues. To address your points once more:

Issue in September:
* The difficulty arose because the phone number you registered with us for you in our system was incorrect. During our transition to a new system, you did not receive the necessary texts or calls asking for action on your profile to retain your place. However you did recieve all the relevant emails which were chasing this. When we spoke to you on the phone you said Apple Pay didn’t work to set up your new card payment. We asked if you had used any other method of payment to which you said no. You then made no effort to contact us to say this was not working for you. Our standard communication methods are email and text and phone, which have been effective for our customers and at no point did we think it necessary to send a letter as we have never sent letters to any of our customers.

Missed Birthday Card:
* We were informed about the missed birthday card and took immediate action to address it. The administrative staff were not responsible for the oversight and we don’t feel it was fair to take the frustrations of this out on our admin staff who were only trying to help. Our process involves coaches receiving a weekly list of birthdays, which they acknowledge by ticking off upon writing and delivering the card. The coaches were subsequently reminded of their responsibilities after failing to give out the birthday card to your child.

Communication:
* Our emails addressing the birthday card issue and other concerns were intended to provide clear and respectful responses. Despite our efforts to answer and deal with each concern thoroughly, it appears nothing we did was satisfactory for you.

Our admin team had to deal with several verbally abusive phone calls from you about these issues. Including on 1 occasion you reducing a heavily pregnant member of the admin team to tears back in October. The only thing we were trying to do was resolve these issues which is hard to do when you are being shouted at on the phone.

We are sorry that you left on bad terms regarding this but hope your little one is settled nicely in another class. 



Kind Regards, 

TeamDiddi

diddikicks.co.uk からの回答

2024年6月7日

Hi Laura,

Apologies for the late response to this. We don't have a trust pilot account so this review was not allocated to anyone.

We can't seem to find any details with your name but love to speak to you further about your issues with customer service.

Please email info@diddikicks.co.uk if you would like to speak to us further about this so we can locate your details and discuss.

Thanks,
TeamDiddi

diddikicks.co.uk からの回答

2024年10月1日

Hi Kyle,

Thank you for your lovely review on our classes and in particular about Coach Liv! We have passed this feedback on to her and her manager.

We love to hear stories of Development Beyond Football so thank you for sharing!

Kind Regards,
TeamDiddi

diddikicks.co.uk からの回答

2024年10月1日

Dear Sean,

Thank you for your feedback. We'd like to clarify that we are not simply a money-making company. In fact, we're proud to be one of the few that regularly gives back to our members. Every year, your child receives a birthday card, they get an award for completing their sticker chart, and we also give four free gifts annually. A company solely focused on profit wouldn’t offer these extras.

Regarding the introduction at the beginning of each session, we take the time to go through everyone's names as we often have new faces joining us for free trials. This takes about 30 seconds, not 40 minutes, and serves as a way to help everyone feel welcome. Our little ones enjoy this part of the class, though we understand your child may not have felt the same.

As for your comments about the coach, this review is from two years ago, and our coaches have since changed. What remains consistent, however, is our genuine care for the children. Every theme and activity is carefully planned to ensure that the children leave having learned something new. We also cap our classes at 14 children to maintain quality, whereas a profit-driven company might overfill the sessions.

We hope this clears up any concerns, and we appreciate your thoughts.

Kind Regards,
TeamDiddi