I had low expectations of Regus when I signed the lease. I knew they were shoddy at customer service and slow at fixing issues, but all I needed was a small office and an internet connection - that's it!
Even with this simple-as-simple-can-be requirement, it took TWO WEEKS to resolve problems I had with the IP Phones we had used with no problems elsewhere (turned out to be Regus IT not authorising each phone - how it took 2 weeks to find out, I still don't know).
They also stated when I signed that the IT costs where £XX/user/month. THIS IS A LIE!!!! What they really mean is £XX per DEVICE per month, meaning I am charged for 1 PC and 1 IP phone per person (AND I am charged a huge amount for a tiny (1/2 MB) internet line) so I pay double what I was lead to believe.
Next, they offered me £100 off as a "sorry". It was not added automatically, so I had to chase them, then they tried to fob me off with £100 inc. VAT (so I actually was offered less!).
This in addition to: £25 for a third office key (A SIMPLE KEY!), monthly charges per person for carbon off-setting, etc.etc. Basically, these guys are masters at scraping every single penny from you at every turn. Their motto should be: "Regus - Death by 1000 cuts"
We have had a virtual office at Bristol Aztec West for two years. Last summer, while I was out of the country, the debit card that payments were taken from expired, I was very busy with other things when I returned but got around to trying to restore the service a month or so later...
It has taken me until now to get it restored - and they have charged me for the whole period that I received no service with no acknowledgment that it was due to their failure that It was not restored 3 months ago - only by turning really unpleasant have I received any sort of response. There is no point in ringing, no calls are returned. I have now asked to be contacted by customer complaints to.... I'm not holding my breath. This lot are completely incompetent. I note that their reputation in the States is no better - maybe worse. What a shower. p.s. Don't trust positive reviews from individuals who make just one review - they are company stooges, doing it to improve their ratings. I'd put money on the ones for Regus being fakes.
We rented an office for 3 months from Regus in 2012. When we moved in we signed a contract and agreed a deposit and monthly charges. When we moved out, we were hit with a bill for Business Continuity Charges and Office Restoration Charges - £800 (25% of our rental). We could find no reference to these in the contract we signed and Regus have been messing us about for 2 years. We are still due £1000 from our deposit and that hasn't been paid either.
When we called Regus sales line, the sales person didn't mention the charges which, apparently, he said he had never heard of. They were certainly not mentioned to us verbally when we discussed all of the costs.
When I called Regus they initially seemed sympathetic but then the matter was referred to the Regional Manager and the answer was - No - everyone pays the charges - no compromise No - it's your fault for not getting the deposit back you were clearly ineffective at chasing invoices No - nobody would have told us that they didn't know about the Business Continuity or Office Restoration Charges ie we were accused of lying
So, not happy, off to send the copy of our contract and the correspondence to our lawyer.. will never rent an office from Regus again
I have had nothing but problems since signing a contract for a Day Office via the Platinum Plus service in early December 2013. I was shown a number of offices at a Regus centre which supposedly would be replicated when I booked at other centres. Unfortunately, each time that I have gone to an office, apart from one venue (Cambourne) I have been shown to unsuitable offices, often with up to 10 desks in, admittedly for my sole use but not conducive to meeting a client in and they have borne no resemblance to the offices I was shown orginigally. I've just found out that two of the centres I had hoped to use no longer have any day offices as the offices have been sold so there will be no availability. This is not reflected on myregus and I have turned up to three centres and the offices have been unsuitable.
I've tried to contact helpuk.businessworld via email regarding cancelling my contract at the end of the term but I haven't had a response. I have been told by a manager at once of the centres that he has cancelled the membership but I'm really concerned that this hasn't happened and I will remain liable for payments beyond May 2014.
Something that was supposed to make my life easier has proved to be extremely stressful and I now dread making a booking.
This review is 100% factual. Over a period of a year I received very poor customer service from some staff members at Regus Canary Wharf. What was clear was that if you did not complain, nothing was done. Some staff members and even one of the managers were not only rude on several occasions, in my opinion should not be working in customer services at all. I was told by a Regus Director, ' if you don't like the service you received then just don't use the branch' I quote her word for word'. Hence I stopped using the branch. I would recommend the Regus Gold Card as you meet other business professionals in the business lounge, but if you choose to upgrade and buy other services from Regus you may end up regretting it, as I did. Even now they are chasing me for money when I have confirmation that my account was cancelled, incredible! The poor level of customer service I found pretty shocking. I recall a receptionist telling me in a very rude manner, that it was ok for my client to wait for 30 minutes as she was too busy to tell me he had arrived. Need I say more.....
I had a very warm welcome, my guest arrived before me, due to issues with a late train. However the staff looked after my guest very professionally. Once I arrived I had a problem with my card not being registered, however the desk clerk, sorted it for me quickly and efficiently.
Renting office space with Regus in central London is on the pricey side which is understandable given the location, however we expect a slightly higher standard in terms of facilities in the offices. We recently moved to a slightly bigger office, one floor down, and the toilets are horrible. There are not enough toilets for the whole floor meaning there is often a queue. Once you do get to use them, they are often on the dirty side and don't seem to flush. Furthermore, the blinds in our offices could do with a good clean as could the windows. We don't think this is a reflection on the cleaners though as most of them do a good job.
I noticed that most of the comments are coming from the United Kingdom, so being from the United States and giving Regus a rating is a true honor! My office in Tulsa, Oklahoma has truly been excellent. I drove two of my members from my board of directors to see it and they loved it! I was able to get the Board to pass alot of my future plans just from the appearance of the office and staff! Plus, Amy Anderson, the office manager is truly a blessing! She answers all of my questions and is a true fixer when a problem is addressed! Regus has been good to me and has allowed me to expand to Greenwood Village, Colorado. After I decided on the office, Amy took care of the set up! My only wish is that Regus would set up an office in Oklahoma City, Oklahoma! The competition against Regus is terrible and I would be the first customer to sign up when available!
It was frustrating that I was moved from my booked day office at our home location to a nearby office and ended up in a meeting room because that was available. The room was clean, comfortable for my needs and the staff were helpful so not a disaster.
Great service from the centre team and a genuine desire to want to help. The only gripe I have is with the complicated fee structure, additional charges (some hidden in small print terms and conditions) and the relatively expensive phone/email packages. Also, if you are a Gold Card holder you can not use the free wifi in your home office, you incur a £5 a day charge... There are lots of little niggles with the way fees are structured, renewal fees, auto charging for renewal at a 'standard market rate' etc... but if you're careful, read the small print with a fine tooth comb and pay attention to all the terms and conditions then you should be able to get a decent office. NOTE there is NO mobile phone reception in a lot of the building here in Green Park, Reading. to make a mobile phone call I have to exit the building. I'm on vodafone too...
The entire experience was exactly what I wanted: Helpful and informed staff who greeted and managed my visitors as if they had known me for years. Refreshments delivered exactly on time, every time. First class rooms that enabled the meetings to function really well. I could not find anything that could have been better.
I am nearly a year into my contract with Regus and so far they have been faultless. Provide everything I need and always on hand to give advice should I need it. Am thinking about expanding from my current 1-man office into a bigger space in order to grow the business. It appears that the Center Manager has his finger on the pulse and we're looking to discuss some options soon.
Very flexible and great attitude of all staff.
Only TBA is that getting the temperature right in such a small space can often be tricky, but then that's not Regus' or the staff's fault.