Hi there,
Thank you for leaving your feedback about Pebble.
We have investigated what happened and can confirm that only one payment was received.
Our engineering team have looked into the issue that occurred and cannot identify any bugs or errors. We suspect the issue that occurred was due to a slow page loading speed, which may be network related.
Please let us know as soon as possible if this occurs again. Our support team are on hand to help at support@bookpebble.co.uk and we will raise this with our engineers again.
Warm regards
Pebble Team
Hi there,
Thank you for leaving your feedback about Pebble.
We are a young business and always keen to hear feedback which will help us improve. If you would like to add any additional comments about what you thought was too complicated on the website, this would help us improve your experience for next time.
Please feel free to reply directly to this email with any additional comments or suggestions. Alternatively, our support team is always on hand to help at support@bookpebble.co.uk.
Take care and warm regards,
Pebble Team
“I've just booked an activity and I have no idea how much it will be - it says the amount I paid will be taken off the cost of the activity on the day??? Also, says that one of my children is outside of the recommended age grouping but didn't tell me what it was (and therefore which child). Basically, severe lack of information on the activity.”
Hi there,
Thank you for leaving your feedback about Pebble.
Since most activities on Pebble are for babies, toddlers, and children, we are required to collect the date of birth for all attendees so that the supplier can ensure the class content is appropriate to the child age.
Please don't hesitate to contact our support team or respond to this email directly if you have any further concerns or questions.
Warm regards,
Pebble Team
Hi Anne!
Thank you for sharing your feedback about Pebble.
We are sorry that your experience did not meet expectations this time, and we hope you decide to book with us again.
If you would like to take some time to explain in more detail what happened, we would gladly take note and see if we can make any changes to improve the experience. Please feel free to reply to this email with any additional comments.
If you ever need any help, we also have our support team on hand at support@bookpebble.co.uk during regular working hours!
Warm Regards,
Pebble Team
“Booking the dates as a block was not user friendly. Booking all Mondays/Tuesdays ect is not necessarily easier, as parents often book weeks as blocks.”
Hi Konstantina!
Thank you for sharing your feedback about Pebble.
We are sorry that your experience did not meet expectations this time, and we hope you decide to book with us again.
If you would like to take some time to explain in more detail why you felt that booking a block or multiple single sessions was not user friendly, we would gladly take note and see if we can make any changes to improve the experience. Please feel free to reply to this email with any additional comments.
If you ever need any help, we also have our support team on hand at support@bookpebble.co.uk during regular working hours!
Warm Regards,
Pebble Team
“Website was glitchy on my phone and had to refresh many times as well as not being able to see the text due to floating buttons covering it. I'm trying to type this but I can't even see what I'm writing because the "submit" button is covering my text box and won't scroll to move!”
Hi Laura!
Thank you for sharing your feedback about Pebble.
It looks like you started your booking journey in our iFrame embedded on another website. We are aware of some usability issues with our iFrame and are working hard to try and fix them. In the meantime, we recommend you always visit bookpebble.co.uk to make your booking.
Thank you for flagging the bug where you could not see the submit button. We were able to identify and fix this issue thanks to your feedback.
We apologise that your experience did not meet expectations this time.
If you need any help next time, please do not hesitate to reach out to our team at support@bookpebble.co.uk!
Warm Regards,
Pebble Team
“The worst booking system ever.
You can only select one child at a time, so by the time you book one in, a place for the other child has gone.
You have to pay for each child and day individually, so if you are booking both children for five days, that's ten transactions. If you get half way through and some of the places get filled you're stuck with one child being fully booked in and the other half booked in.
It has been very very stressful.”
Hi Elizabeth!
I am very sorry that you have had a negative experience booking with Pebble.
I can see you made a booking with one of our nurseries. Unfortunately due to the complex nature of staffing and occupancy management within nurseries, our "basket" functionality is not available for this type of booking. Our calendar gives you a view on what days are available for each child at the outset- i can see your bookings were all on days that were not showing availability, meaning that the nursery needs to asses their numbers for these days and make a decision on a case by case basis.
In this case i am pleased to see they have been able to accommodate all of your sessions however in the future if you have any concerns please don't hesitate to contact our friendly support team who can work with the nursery directly to help with any larger and more complex bookings.
Thank you for taking the time to let us know about your experience, as all feedback is valued by the Pebble team.
Warm Regards
Pebble
Hi Tamsyn!
Thank you for taking the time to leave a review. I'm very sorry to hear that you had some problems completing your transaction while booking on Pebble.
As a young and growing business, we value hearing feedback like yours so that we can keep improving our platform.
I'm pleased to let you know that we identified and fixed the bug that occurred while you were making your booking.
If you ever need help or support with a booking in future, please do not hesitate to reach out to us at support@bookpebble.co.uk.
Warm Regards,
The Pebble Team
“StageLeft website and the pebble website it redirected to was unusable on my phone, I had to switch to a laptop. On my laptop, the user experience was counter-intuitive, with strange pop-ups and badly placed buttons.”
Hi Jack!
Thank you for taking the time to leave a review of Pebble. I'm very sorry to hear that you had some issues making a booking.
As a young and growing business, we value hearing feedback like yours so that we can keep improving our platform.
To help us improve the platform, it would be great if you could let us know a few clarifying details:
1. Which buttons and popups specifically were badly placed? Would you be able to attach any screenshots to your response?
2. How do you think we could improve the placement of these buttons and popups?
3. What made the pebble website unusable on your phone?
If you ever need help or support with a booking in future, please do not hesitate to reach out to us at support@bookpebble.co.uk.
Warm Regards,
The Pebble Team
Hi Julianna,
As a young and growing business, we value hearing feedback like yours so that we can keep improving our platform.
If you have a few moments, it would be helpful to hear your response to the following questions:
Are you still experiencing this issue?
On which page were you trying to link your phone number?
If you ever need help or support with a booking in future, please do not hesitate to reach out to us at support@bookpebble.co.uk.
Warm Regards,
The Pebble Team
Hello,
Thank you for taking the time to leave this review. We truly apologise for the inconvenience you experienced while trying to make a booking with one of our providers. Upon further investigation, we uncovered the way in which the activities were created was not optimal for selecting multiple tickets to book at one time. Our team has been in contact with this provider and are working on how to set up future activities so that a care seeker can add multiple tickets to their Pebble basket.
We truly appreciate your feedback as we rely on this input from users so that we can continuously improve our service. Thank you again and if you need anything else from us, please feel free to contact us by email support@bookpebble.co.uk.
Kind Regards,
The Pebble Team
“Really poor at usability and interface design. I created an account using my email address but then was asked to sign in using my mobile number. Email address feels start with capitals and they should be restricted. Date of birth includes dates in the future which should be excluded.”
Hello,
Thank you for taking the time to provide this feedback. We are terribly sorry to hear that you had a poor experience using our platform but as we do take all feedback very seriously, we have already made changes to the journey to simplify how one makes a booking. To be specific, here are the updates our engineering team has made based on your feedback:
1.) Default email address field to start lower case on booking review screen
2.) We will hide future dates from DOB selection field on booking review screen to avoid confusion
Once again, we are terribly sorry about your experience but truly appreciate your honest review as we are constantly striving to be the most user friendly platform for everything childcare related. If you would like to speak to a member of our management team, please notify our Customer Support (support@bookpebble.co.uk) and we will be in touch. Thank you and we hope to hear from you soon!
Kind Regards,
The Pebble Team
“Booking process okay. But when class was cancelled 10mins before the actual class was not impressed. Then when class was rescheduled for a completely different day with one day's notice which is totally unprofessional.frankly would have expected a refund or credit and the option to choose another class when it suits. Won't use again.”
Hi Angela,
We are sorry to hear that the session you booked was cancelled at such short notice. We do all we can to encourage providers on our platform to give parents and guardians ample notification when changes are made to any scheduled activities. However, in this uncommon scenario, we understand you were negatively impacted by a last minute change. A member of our management team has reached out to learn more about this incident and to offer additional support for future bookings made via Pebble. If you are able, please respond the email so that we can learn more and continue to improve the overall experience for our customers moving forward.
Thank you again for providing this feedback and we hope to hear from you soon!
Kind Regards,
Pebble Management Team
