Bright Horizons St John's Wood Day Nursery and Preschool

My baby started here at 6 months and loves it. He gets excited every time we arrive there and has fun during the day. Staff are lovely and welcoming. They have an app that they update during the day with pictures and information on what the baby has eaten, which is very reassuring. Im happy I chose this nursery.
Feb 28th, 2023

Critical: Professionalism
Apr 25th, 2022

I have now tried 4 times to schedule a tour of this nursery without any success! When I called more than a month ago to schedule a tour I was transferred to the main office - they advised that before they schedule a tour I had to schedule a phone call. They had a phone call available in two weeks - I thought to myself that was a long wait but then again I was understanding. I blocked the time in my work calendar and when it finally came I made sure I was available to take the call. After waiting for 10 minutes and nobody called I called the nursery myself - I was transferred to their main office and they told me - "well we usually advise parents to wait 15 minutes !" something I was not told when I booked the call - I wonder what would have happened if I was late 15 minutes!. Anyway 15 minutes passed and still no call. Finally half an hour later a woman called Emina called me from the nursery; at that point I couldn't speak to her for too long as I had to go into a conference call for work. I explained all I wanted was to schedule an in-person tour. She told me that she thinks there is an availability on the next day in the morning but she was not in front of her calendar so she was going to call me back in the afternoon to confirm - I never heard back! A week later I called again and happened to speak to Emina again - she apologized profusely but advised that once again she had to check the calendar and that she was going to call me back with available dates - again I did not get a call. Finally I called again - this time it was someone else I didn't get her name. She kind of apologized but not really - for most of the call I had to listen to her shouting at me about how busy they are and how it is not their fault that they cannot return calls of prospective clients because they were too busy with the kids and they were their priority. I suggested they needed to look at their processes or hire more people. I explained that I haven't had this experience with any other nursery. The woman was very rude so I ended the call. Trying to schedule a tour for the past month and a half and never hearing back is simply not serious. Nurseries that cost much less than that provide much better customer experience. In the end my impressions from everybody I spoke to on the phone from this nursery were extremely poor. If these are the people that would look after my son it is best he doesn't go there!
Dec 7th, 2021

Critical: Quality
Oct 5th, 2021

Positive: Professionalism, Quality, Reliability
Jun 25th, 2021