“Awful company I have more than 5 rooms with them
Staff are horrible
Money sucking company with no ethics
Someone should bring them down
The CEO should be ashamed of his company
Money grabbing vultures”
“Terrible experience with onboarding and customer service. It felt sketchy and rude, and I felt very taken advantage of. The office was dirty when I arrived – I had to wipe down crumbs and dust on desk. Do not recommend it.”
Hi, Thanks for getting in touch, although I am sorry to hear of your dissatisfaction.
We are committed to the highest standards of integrity, honesty, openness and professionalism in all our activities so it’s disappointing to read your comments.
From looking at your previous contact with us I see there was some confusion with your opening invoices. Our monthly invoices are billed monthly in advance with a due date of the 15th of the following month. It is worth noting that all of our customers are billed at the same frequency so our existing customers would have received and paid their corresponding monthly invoices prior to you signing your agreement. I’m sorry if this was not clear to you.
The maintenance and cleaning of our facilities are also very important and I apologize if you feel we fell short on this occasion. Regardless of the reason, I understand how frustrating it can be. I have investigated this with a senior member of the local team and have made the relevant inquiries to put matters right, but most importantly ensured appropriate steps have been taken to prevent similar situations from arising again.
If you need further support, please feel free to contact me at Lorraine.Brule@regus.com.
Best regards,
Lorraine Brule
Global Customer Service at Regus
“’ve never in the 30 years I’ve been in business encountered such a negative customer service experience than what Regus has befallen upon my company. In absolutely every other online account I’ve ever had, should I request a cancellation of services the reputable companies I have dealt with over the years have complied.
But oh no, not Regus. Regus demands to extract whatever meager funds they possibly can. Their business practices are down right deceitful and the level of belligerence their staff has shown is truly shocking!
Zero stars. Law suit pending. FTC case pending”
“Barking Regus is not a safe place to run a Business.
Due to COVID19 our team members are working from home during 2021 and have not frequently visited my office unit. The following were noticed and experienced during my visit to the Barking Regus building.
My office space was occupied by someone but no early notification has been given.
Terminated my telephone extensions without early notification. No telephone equipments are in place for me to activate and use.
Suite key has been changed by the Regus team. I am not notified earlier.
I was not been given access keys during my visit (I hand my keys in reception earlier)
I was escorted to my suite which was unusual during my visit.
I was not given permission to stay in my office suite. I have not given a proper answer to my question and given misinformation.
The accounting team did not forward my query to the regional manager for up to 3 months and I was contacted by the regional manager by end of last year (2021) only. He accepted that it was his team's fault once I did forward the email and evidence but he has not taken any action against his team till now.
I did not receive any further calls or emails for more than one month from the regional manager too. Now he tries to protect his team member by saying that my office unit has been used by his team in an accident and they removed the items immediately.
The Regus team have put me through a lot of stress, trauma which is pressuring me and not able to focus on my daily routine.
I have been forced to pay the rent for a space I feel is not safe and comfortable to use.
I would not recommend the Barking Regus to anyone as it's not a safe and secure environment to run your business.”
“As the UK battles to contain the coronavirus outbreak global office space provider Regus continues to chase and charge clients for full rates, and has refused requests to terminate or suspend contracts. Their business is filled with greed and have no transparency.
They have offered no reassurance that rent breaks will be considered. It is also worrying that, despite government advice and requests, their offices remain open and [their own] staff have to work”
“I have really enjoyed being a tenant and the staff has been great but increasing my monthly rent over $300 is really appalling and will not allow me to stay.”
Hi Jon, thank you for taking the time to write and letting us know your concerns.
We take renewals very seriously and ensure that the process, which is very simple, is communicated to customers upfront.
Prior to any renewal, our customers receive courtesy email reminders. These emails include detailed information on prices, terms and the option of ending the agreement if you no longer require our services.
This was sent to the email address we have on file, which you can review and amend at any time by logging in to your account online (i.e., MyRegus.com).
We apologise if for any reason you didn’t receive these reminders. This could be due to your account details needing to be updated. Please log on to your online account and check that your phone number and email address are correct.
It is also worth checking that our emails are not landing in your spam folder.
Once your agreement with us has been renewed, we’ll confirm it via email.
You can check these emails in the Account > Documents section of your online account.
If anything isn’t to your satisfaction, please contact your Community Manager within 1-2 business days, or myself at sandra.melody@regus.com so we can discuss further options.
Thank you, and all the best,
Sandra Melody
Head of Customer Services
“Terrible company, messed up my subscription so instead of a month pass they tied me into a long term one, then I couldn't get hold of anyone who could help me (even though I have an email proof of what I ordered) then they start getting nasty when I didn't pay for what I didn't order, shocking company, steer well clear”
“Don't go for any of their services, hidden agenda is there! Please be aware! Be aware! Any Any Any! Phone call centre person, the person who runs businesses! They twist the story, always record your messages and talk clearly about what you require! Please run away!!! No ethics, unfair practises!”
“A clever but cynical business model based on knowing most small companies won't succeed in uncovering all the well hidden NOT TRANSPARENT charges, auto renewal terms, price increases, and won't be able to legally challenge the blatant overcharging and poor service. I sincerely estimate that close to half of Regus revenue is due to forced renewal of contract periods combined with automatic price rises, then stupid and repeated overcharging, followed by late payment fees if you refuse to pay the clearly incorrect invoices on time. The staff appear to be well trained in only one thing: to lie to customers "don't mind terms and conditions, just tick the box, yes of course you can cancel at any time, just call me, yes of course" etc. etc. A truly excellent example of a psychopathically immoral company. DO NOT ENGAGE IN ANY WAY WITH REGUS.”
“The offices themselves are fine and the on-site staff are delightful. Unfortunately, they have no power to make any decisions and the main office (which seems to control everything) is extremely difficult to contact: they don't answer when you call, there's a broken system for leaving your number, and a two to three week delay in responding to emails. So it's difficult to deal with extra, incorrect charges. When you give notice, however, retention services contacts you right away with a representative, private phone number and direct email.”
H Bob,
I am sorry to hear of your dissatisfaction and of some "incorrect charges".
Your Community team is here to assist you understand your invoices and amend anything that would need to be. I apologize on their behalf if they haven't been able to help you.
I havent seen any case open with the Account Heldpesk though, so I have logged C-6694811-W1V3 for you. I will ask a member of my team to contact you and clarify any concerns.
All the best,
Sandra Melody
Head of Customer Services
“I was initially fine with Regus, though warned that service provision really varied depending on centre management. Now I am stuck in ridiculous situations caused entirely by the centre management and even slightly more senior people who are more interested in blaming me than fixing problems or acknowledging their bad service and insults. Their systems for complaints seem designed to deter people from making them. I would avoid at all costs.”
“Regus on face value, appear to be a good option for small businesses. In reality, Regus will charge you left, right and centre and give you a partial address that results in no post being received.
We started off with £85 plus VAT a month to use the address for post. We then became a limited company, which resulted in an additional £19.00 plus VAT a month to have a sign displayed with the limited company name on in reception. Weekly mail forwarding to our home address is another £16.00 plus VAT a month. So we're now paying £120.00 a month plus VAT. £144.00 a month inc vat.
The cost side of things isn't our main issue here.
From April 2021 through to the end of July, we couldn't receive any post. This was due to the fact the Regus market the address of the building and make no mention on the marketing, order confirmation, billing, or online account that you MUST include 'Third Floor' in the address, otherwise Regus won't receive the post.
We've since changed to another virtual office provider in Exeter, but we're stuck in a 12 month minimum term with Regus.
I certainly wouldn't recommend that anyone uses Regus.”
“I rent 3 offices from Regus in 3 cities. When I renew my lease for a second year they added another deposit without mentioning it when negotiating the renewal. Their response was that was a promotion that is no longer valid. So they pulled a bait and switch. They got me in on a lease with only one months deposit and after a year of on time rent payments sneak in another month's rent in the form of a deposit. I guess leasing 3 offices from them is meaningless. Next year I will be moving all my offices!”
“Admin team impossible to reach, common spaces are too scarce and small compared to the number of people working there, it often makes it very complicated to have a call or a quick meeting outside the office. Their salespeople will lie to you without an hesitation (for example, promising direct sunlight in the office).
My team would rather work in a cafe, at least it would be cheaper and the management team would be helpful.”
“We were lied to on the call when we enquired. They will not provide the calls. You can't view all the Ts & Cs as there are broken links. If you try to complain you get passed pillar to post. There were plenty of other options for a business address with less hassle. We thought Regus had a good name so decided to go with them. We are nearly 2 weeks into trying to get this resolved and are getting nowhere”
“Absolutely nothing positive to say. They lie, cheat, overcharge, don’t return deposits and worst they simply. They reply to criticism on Trustpilot with the name of a lady that actually doesn’t exist and act as though they are helping, but actually do nothing. Absolutely hundreds and hundreds of real genuine negative reviews. Be aware that they put up reviews which are INVITED too. That means that they has been asked by Regus to put a review. I prefer encouraged as a slightly more accurate description. Organic reviews which are just normal customers who feel compelled to put a review because of the way they have been treated. If you look at this you will see that over 90% of review are 1 star. Don’t ignore them!”
