Cluey Learning Bewertungen 335

Antwort von Cluey Learning

Vor 4 Tagen

Hi Silvia,

Thank you for taking the time to share your feedback. We’re pleased to hear you found the tutoring itself to be positive, though we’re sorry to hear how strongly you feel about the enrolment and billing experience.

We understand how frustrating this would feel, particularly when you were focused on supporting your son in the lead-up to NAPLAN. Our enrolments are structured as ongoing programs, with sessions scheduled and billed in advance to maintain consistency, rather than ending automatically after an initial offer. We appreciate that if this wasn’t clearly understood at the time of sign-up, it can feel unexpected.

In terms of flexibility, our approach to pauses and holiday scheduling is structured, and we recognise that this may not always align with every family’s needs.

We’d like the opportunity to review your account and the information provided during the enrolment process to ensure everything was communicated clearly and to address any outstanding concerns. If you’re open to it, please email us at support@clueylearning.com with your details and we’ll look into this further.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

2. Apr. 2026

Hi Rayne,

Thank you for your feedback. We’re really pleased to hear that you found the tutor and lesson content to be strong, though we’re sorry to hear about your concerns regarding the enrolment and billing.

From what you’ve described, it sounds like there may have been some confusion around how the initial sessions were structured. Our enrolments typically begin with an introductory package, followed by ongoing sessions billed in advance to maintain a consistent schedule. We understand how this can feel unexpected, particularly if you were intending to assess the service before continuing.

We also appreciate how frustrating it would be to see additional charges before you felt you’d had the opportunity to make a decision.

We’d like to take a closer look at your account, including how the enrolment was set up and what was communicated at the time, to ensure everything was explained clearly. If you’re open to it, please email us at support@clueylearning.com with your details and we’ll review this further for you.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

20. März 2026

Hi Keith,

Thank you for your feedback — we’re really sorry to hear how frustrating this has been, especially after being with us for such a long time.

We understand your concerns around session flexibility and how cancellations and credits work outside of the summer holiday period. We know this can feel restrictive, particularly when family schedules change, and your feedback is important as we continue reviewing how we can improve this experience for families.

Our Head of Customer Success has attempted to reach you by phone earlier this week, as we’d really value the opportunity to talk this through with you directly and find a workable solution. He would like to schedule a time with you next week to discuss your situation in more detail and see how we can best support you moving forward.

If you’re happy to do so, please reply with a suitable time, or contact us at hello@clueylearning.com, and we will arrange this for you.

We genuinely appreciate your time with Cluey over the past 5 years and would really like the opportunity to resolve this with you.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

6. März 2026

Hi Andy,

Thank you for taking the time to share your feedback.

I’m glad we were able to speak earlier today and I appreciate you taking the time to explain your concerns. I’m sorry again for the frustration caused by the billing confusion and for the tone of the communication you received. That is not the standard we expect from our team, and I will be providing feedback internally to ensure this is addressed.

I’m pleased we’ve scheduled a follow-up call to go through Romeo’s enrolment together and make sure everything moving forward is clear and working as it should for him.

Thank you again for speaking with me today and giving us the opportunity to resolve this and I look forward to chatting with you again on Monday.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

4. März 2026

Hi Travis,

Thank you for taking the time to share your feedback. We’re sorry to hear that the experience left you feeling frustrated, particularly around the cancellation process and billing.

When we received your email requesting cancellation, your enrolment was cancelled promptly and your account was set to finish the sessions that had already been paid for. As we did not receive specific instructions on which sessions you wished to cancel, the remaining prepaid sessions were simply allowed to conclude without further charges.

We have also reviewed the original sign-up call from November 2025. During that conversation, the enrolment structure and relevant terms were explained, including how sessions continue beyond the holiday period unless the enrolment is cancelled. We understand, however, that billing structures can sometimes feel unclear in practice, and we’re sorry if the experience did not match your expectations.

We’re also sorry that you found it difficult to confirm the cancellation through the Hub. Your feedback regarding communication and confirmation is helpful and something we continue to improve.

If there is anything further you would like us to review, or if you would like us to revisit any part of your account history, please feel free to contact us at hello@clueylearning.com and our team will be happy to assist.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

25. Feb. 2026

Hi Anth,

We’re very sorry to hear about your experience. If you encountered repeated technical issues accessing sessions, that’s certainly not the standard we aim to deliver, and we understand how frustrating that would be — especially if you felt there was no clear follow-up.

We would like to review your account to confirm what occurred during those sessions and ensure that any billing related to technical disruptions has been handled appropriately. Please contact us at hello@clueylearning.com so our team can investigate and follow up directly.

In terms of pricing, our rates reflect 1-to-1 personalised tutoring aligned to the school curriculum, but we understand that value must always be matched by reliability and service.

Thank you for bringing this to our attention.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

25. Feb. 2026

Hi mp,

Thank you for taking the time to share your experience. We’re very sorry to hear how stressful this situation has been for you and your daughter — particularly around accessing the Hub before the first session. We understand how frustrating that would have been, especially when you were trying to resolve it during work hours.

The login and visibility issue you’ve described is not the experience we aim to provide, and we regret that it wasn’t resolved more quickly. We can see that your refund for the third week was processed, and we appreciate you acknowledging the support team members you spoke with.

In relation to billing, our enrolment structure keeps accounts in advance, which is why the additional charge appeared following the first session. That said, invoices should always be visible in the Hub, and we apologise that the technical issues made this unclear at the time.

We understand your concerns and the anxiety caused by not being able to access timely technical support. We are currently reviewing and strengthening our support model — particularly around Hub access and phone routing — to ensure families can receive immediate assistance when sessions are about to begin.

If you would like us to review your account again or clarify anything further, please contact us at hello@clueylearning.com and we will be happy to assist.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

16. Feb. 2026

Hi Tammie,

Thank you so much for your wonderful feedback! We’re absolutely thrilled to hear that Cluey has been the best online tutoring service you’ve experienced.

It’s great to know that the 1-on-1 format and engaging lessons are making a real difference, and that the curriculum alignment is supporting your child’s learning at school — that’s exactly what we aim to deliver.

We truly appreciate your recommendation and your trust in us.

Kind regards,
The Cluey Learning Team

Antwort von Cluey Learning

1. Feb. 2026

Hi Samanramisa,

Thank you for sharing your feedback. We’re pleased to hear you’ve had a positive experience with our teachers, but we’re very sorry that the delay in accessing session recordings caused such frustration — especially given how important those recordings are for reinforcing learning between sessions.

This isn’t the experience we want families to have. We’re actively reviewing the way recordings are processed and made available, as well as our support response times, to ensure requests like this are handled promptly and reliably.

We’d like to investigate what happened with your recording requests and follow up properly. Please email us at hello@clueylearning.com with your details so we can review this and assist directly.

Kind regards,
The Cluey Learning Team