First Tutors Reviews

Name: First Tutors
Address: PO Box 860, Preston
Rating: 4.59

4.6 Rating 8,868 Reviews

93 %

of reviewers recommend First Tutors

Company Reviews

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Metrics

4.6

Based on 8,868 reviews


Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour

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Phone:

0843 289 9165

Email:

enquiries@firsttutors.co.uk

Location:

PO Box 860
Preston
PR3 9DF

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First Tutors 1 star review on 10th April 2024

Lana

First Tutors 1 star review on 11th December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Found the site very difficult to navigate. It is not at all obvious how to get back out of things once you've clicked on them. Often the only answer seems to be to close the whole thing down and start again. I would prefer it if emails alerting you to a message from a potential tutor actually gave you the message so that you don't then have to waste a lot of time logging in to find it.”

Helpful Report

Posted 7 years ago

Dear Tessa, Thank you for taking the time to leave feedback. We aim to make our service as user-friendly as possible so will pass your comments on to our IT department. I am glad to see you have secured several Tutors and wish you the best of luck with your lessons. Kind regards, Grace Customer Service First Tutors

Posted 7 years ago

“The site is awful to use and navigate, only reason I'm writing a review is because the site is so bad.”

Helpful Report

Posted 7 years ago

Dear Craig, Thank you for taking the time to leave feedback. We aim to make our service as user-friendly as possible so your detailed input would be very valuable to our team so that we can discuss improvements. I will send you an email now to ask you a few questions if you don't mind. I am glad to see you have secured a Tutor and wish you the best of luck with your lessons.

Posted 7 years ago

“Unfortunately, the tutor's conduct was not professional. He never attended the second lesson as planned and kept us waiting all Saturday afternoon. He did not bother to cancel the appointment and never answered our calls.”

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Posted 7 years ago

“I found the website hard to navigate, then when I found the right tutor and we had a conversation one of my email was blocked. When I went to pay I couldn't because the system said there was 'an internal fault' - I spoke to a customer agent who said this happens sometimes. Not a great response. The fee I paid was very reasonable but the service is not great. Needs a lot of work. FYI my tutor is great.”

Helpful Report

Posted 7 years ago

Dear Kate, Thank you for your feedback. We are sorry to hear that you found the site hard to navigate, our aim is to make First Tutors as user friendly as possible and we would be happy to discuss this further with you to make improvements, where necessary . With regard to your payment problems I can see a member of our Customer Service team advised of another payment method by email and also left an admin comment on your request to offer some technical solutions. Our support team is available 7 days a week to help with any problems you may have, so please feel free to contact us again should you have any questions. We are happy to hear that your Tutor is great and wish you the best of luck with your tutoring sessions. Kind Regards, Sarah Customer Service Team

Posted 7 years ago

“I fail to see what value your organisation added to the process of putting me in touch with my tutor.”

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Posted 7 years ago

“The tutor we contacted -my son had 2 lessons with her-was extremely rude & abrupt.Also not given the full 60 minutes of time. That said she knew her stuff & with a personality transplant would have been a good tutor.”

Helpful Report

Posted 7 years ago

Dear Joanna, Thank you for leaving feedback. I'm sorry to hear about your disappointment but see that you didn't contact us about this so we could help. We have a set procedure to follow when a tutor lets you down in some way. I have now sent you an email explaining how to leave feedback and claim another tutor at no further cost. Kind regards Sara Customer Service Team First Tutors.

Posted 7 years ago

“Disappointing, as I have paid the membership fee to get contact details of someone who was suppose to live 9 miles away, only to find out that they actually lived over a 50min drive away.... Can my money please be returned..? thanks”

Helpful Report

Posted 7 years ago

Dear Jane, Thank you for your feedback. I see that you did not contact us about your problem so that we could help? We do have a set procedure to follow when a tutor lets you down in some way which entails leaving feedback on the tutor's profile explaining the problem so we can investigate. Our customer service team will contact you now about the feedback procedure. Kind regards Sara Customer Service Team First Tutors.

Posted 7 years ago

“I have been very disappointed with First Tutors. There was a poor selection of Maths Tutors in our area which I found surprising. The distance noted is 'as the crow flies' which is unhelpful. Most Tutors don't travel and you have to go to them. Several Tutors I contacted did not respond. Those I did contact did not have any qualifications uploaded and when I asked for them abruptly ended conversation. When I did eventually find a tutor and pay the fee the tutor then messed me around for three weeks cancelling each time on the day and eventually told me to find someone else so I am no further forward after a huge amount of effort and hassle. Based on my experience I could not recommend the site unfortunately.”

Helpful Report

Posted 7 years ago

Dear Sian, Thank you for your feedback. The site has two measurements for distance, 'As the crow flies' and then the distance 'Via roads', both of which are available at the top of any request you make to a tutor along with the map showing location. If you have a problem with your tutor we ask that you let us know and to leave feedback on the tutor's profile so that we can call him/her to account. We then offer you another tutor at no further cost. I've checked your account and see that you didn't contact us regarding any concerns. Kind regards, Grace Customer Service First Tutors.

Posted 7 years ago

“I was very very pleased to have a good science and English tutor but one of my tutors could not travel to me as she lived far so first tutors would not refund my money back which I thought was very unfair to me because it wasn't my fault the tutor cudnt travel.”

Helpful Report

Posted 7 years ago

Dear Wahida, We have contacted you about this today to explain about leaving feedback on the tutor's profile. We have a set procedure to follow before we can make a decision regarding a refund. We give the tutor 10 days to respond regarding your feedback (which was positive and not reflecting your disappointment) to understand why she confirmed tuition and then cancelled. Kind regards Sara Customer Service Team First Tutors.

Posted 7 years ago

“The website is a pain, sorry ! It takes forever with umpteen messages going back and forwards and people not pressing buttons for details to be seen and having to email the help person several times and it was a hassle !! It is very cumbersome. It could be slicker. People have to guess where you are to see whether they can offer tuition and if one can have a lesson in a range of places because one works in one place and lives elsewhere that is hard to discuss. finally, the website states 'parents and pupils ' how irritating if am an adult pupil !! I think the website needs geared to pupils of any age. Include something to acknowledge pupils of all ages. ie some won't be bringing a parent along ! Also one of the tutors on my possible list did not seem to be registered properly with the site .. not sure why we can see someone who is not available ? ps why would I upload a photo, sorry you have lost me there !”

Helpful Report

Posted 7 years ago

Dear Elizabeth, Thank you for your feedback. I'm sorry to hear that you found the website cumbersome, we do strive very hard to make the user experience friendly but we acknowledge that there is always room for improvement. In your case, the tutor was new and had not read the emails that explain what happens at each stage. However, you did contact us and we promptly sorted the issue for you by asking the tutor to press the "green" button to confirm they wanted to go ahead. Within the request is a map displaying rough location, clicking "check roads" will provide the exact driving distance between your postcodes so it should not be difficult to know where you both are. Our website provides services for clients of all ages. We use the terms pupils and tutees to cover from school age to adults. Regarding the photo, this was part of an ID check the tutor needed to complete before they could accept your request, we apologise for the delay in this case. All tutors must pass ID checks (including photo ID) and provide two references in accordance with UK regulations regarding employment agencies. We wish you the best of luck with your new tutor, if you encounter any problems please do not hesitate to contact us, we are here to help. Kind regards Sara Customer Services First Tutors.

Posted 7 years ago

“The website was very confusing and difficult to navigate. Whilst I appreciate you want your fee, jumping through all the hoops was a nightmare. You had to be very committed to get to the end. Perhaps that was your aim! The overall effect was very authoritarian and unfriendly. The outcome was successful but I wouldn't like to have to go through that again!”

Helpful Report

Posted 7 years ago

Dear Pat, Thank you for your feedback. We are sorry that you found the website difficult and confusing. We aim to make our service as user friendly as possible! We do have a customer support team working seven days a week to help you through the process, just click the 'contact' button at the bottom of the website and we will be able to answer any questions you may have. Wishing you the best of luck with your Tutor! Kind Regards, Sarah First Tutors Customer Service

Posted 7 years ago

“The process of finding tutiors works well. Having accepted one and released the details, the email address supplied doesnt work. A week later and I find failed messages in my outbox. When you go back to the first tutors site - as you have accpeted the tutor the option to email via first tutors is no longer available. So I am left with a problem. Despite seeming to be straightforward the actual process of navigating through to a decision somewhow is not as good as it could be. Dissapointed because its a great idea.”

Helpful Report

Posted 7 years ago

Dear David, Thank you for your feedback. The tutor's email is receiving emails from our system and you were in contact over the private message forum which isn't possible if either of your email addresses are not working. It would seem you have a technical problem your end. I've emailed your tutor asking him to call you, this is also an option you have because the contact details provide, address, email address and telephone number. A member of our team has emailed you this morning about this. Kind regards Sara Customer Service Team First Tutors.

Posted 7 years ago

“I spent a long time looking for a maths tutor for my daughter - thought I had found the perfect one ! Tutor came out to carry out planning meeting, tutoring was arranged and confirmed I then had an e mail from the tutor to say that he wanted to charge travel expenses - this put his fee up by 40% from what was actually quoted on First tutor website I am very disappointed and frustrated with the whole experience”

Helpful Report

Posted 7 years ago

Dear Jacqui, Thank you for your Feedback. I can see that another member of our Customer Service team has dealt with your enquiry via email. We shall investigate the tutor involved, because we state on the site that they must charge the price advertised. If you have any further problems do let us know. Kind regards, Grace Customer Service First Tutors

Posted 7 years ago

“I am not pleased with this site as this is my second time of been disappointed and let down by teachers and the site is not helpful as well by not refunding your money.”

Helpful Report

Posted 7 years ago

Dear Vicky, We have been in constant contact with you about your problem and confirm that a refund was issued to your account. You mention that this has happened twice with First Tutors yet we only have one purchase on our records so presume that the other problem must have been with another agency. I trust that we have resolved the situation to your satisfaction. Kind regards Sara Customer Service Team First Tutors.

Posted 7 years ago

“Efficient, though website is hard work. Also in places the tone is admonishing in advance of any transgression. I almost said 'stuff this' half way through - which I'm sure is not what you want. It needs re-writing. You asked.”

Helpful Report

Posted 7 years ago

Dear Roger, Thank you for your Feedback. I have passed it onto Management. Unfortunately we do have many instances where people try to bypass our system by passing contact details to avoid our fee, so you can understand a certain tone needs to be taken to avoid this happening again. If you need any further help with anything do contact us at Customer Services. Kind regards, Grace Customer Service First Tutors

Posted 7 years ago

“Accessing and moving about in the website is not as easy as I would have liked. Discussion around suitable times and hours was limited, due to numerical fields being blocked out by your administrator. There must be a way of distinguishing and filtering out phone numbers from other numerical details being exchanged. As it stands, I found it difficult to maintain a sensible dialogue with the proposed Tutor. It required numerous rounds of to-and-fro, trying to understand the limitations of your set-up, before I could finally get some insight into whether the proposed Tutor was able to meet my requirements. Quite a frustrating experience in light of the fact that I was working on a tight timeline for my child.”

Helpful Report

Posted 7 years ago

Dear Yong, Thank you for your feedback. Regrettably, we do need to implement a system to control users that try to bypass our system by sending contact details or cryptic messages about finding them elsewhere on the internet! It is very tricky for a system to differentiate between times and cryptic messages. Our moderators check the messages sent constantly to make sure any times or dates are white listed and visible to you, the tutee. We hope your understand. Please do get in touch with customer service if you have any further queries. Kind regards, Grace Customer Service First Tutors

Posted 7 years ago

“Had difficulty understanding the process of choosing a teacher. In the end I asked my future tutor how to proceed through the steps. I would have preferred to have been able to speak with the prospective tutor, to have heard her voice (as this is her vehicle for teaching) and to discuss if she felt that what I wanted to do was achievable. I was taken aback to find that I had to pay up front before I contact her and speak to her. I also work freelance and depend on agents like yourself. In my case the agent gives me the contact details of prospective clients and (keeping in constant touch with me) they trust me to tell them the outcome of the client's decision and charge me the 'finders fee' as soon as the first session has taken place. In this way the client is not in any way put off, he/she is contacted quickly and directly with their chosen tutor and doesn't get annoyed with the workings of a third party. If it hadn't been for my tutor's quick and friendly response I would have given up and gone elsewhere. (However in that instance you would still have got your fee!!) As it is my tutor is excellent and I am very happy to be working with her.”

Helpful Report

Posted 7 years ago

Dear Joanna, I'm sorry to hear that you found the process of choosing a teacher difficult. If you had sent us a message via the "contact us" link at the bottom of the homepage we would have been more than willing to help you. Please note that the private forum is there to discuss all your tuition needs with the tutors before you decide which tutor you wish to go ahead with. (eg. availability/time-slots, who travels, syllabus, duration, etc.) Tutor profiles also display feedback from previous clients which is a good indication of quality/satisfaction. We would also like to let you know that if you have a problem with your tutor we are here to help, just pop us an email and we will guide you how to leave feedback and choose another tutor free of charge. We appreciate that some people would wish to talk to several tutors personally before making a decision and in this instance perhaps a face to face agency is the solution although they do charge considerably more than what we charge as an intro fee. We wish you the best of luck with your new tutor. Kind regards Sara Customer Service Team First Tutors.

Posted 7 years ago

“Not user friendly”

Helpful Report

Posted 7 years ago

Dear Stuart, Thank you for taking the time to leave Feedback. We are sorry you feel this way about the First Tutors website. We have contacted you directly via email to see if you would be willing to outline any possible ways you think the site could be improved. Customer feedback is always a useful way of being alerted to potential problems or issues faced when using the site. If you have any further difficulty do get in touch with us. Kind regards, Grace Customer Service First Tutors

Posted 7 years ago

“the fee seems weird, and it's difficult to navigate.”

Helpful Report

Posted 7 years ago

Dear Ben, Thank you for your feedback. Our introductory fee helps cover the costs of our identity and reference checks, qualification checks, etc. Some agencies charge an additional £10 for every hour a tutor teaches. A tutor that charges £10 per hour will have a one off intro fee of £4.99 but a tutor that charges £40 per hour will have an intro fee of £19.99. (max. fee). I have sent you an email regarding difficulty in navigating around the site as we would value your feedback. Kind regards, Grace Customer Service Team First Tutors

Posted 7 years ago

“When our tutor let us down it was very difficult to get First Tutors to respond by e-mail to find out what was going on. Contacting them by phone was even more difficult and we felt that we had a poor response. No money was refunded to us for outstanding lessons either. So unfortunately I would not recommend this company.”

Helpful Report

Posted 8 years ago

Dear Kerry, Thank you for your feedback. We did respond to your email, in fact we sent you two emails, one on the 19th of January and again on the 8th of Feb. explaining the procedure to obtain another tutor free of charge. The offer still stands so please do not hesitate to contact us when you need another tutor, our team will be able to help you. Kind regards Sara Customer Service Team First Tutors

Posted 8 years ago

First Tutors is rated 4.6 based on 8,868 reviews