Alok Jain, founder of WeekendInvesting and an IIT alumnus, recently took to X (formerly Twitter) to express his dissatisfaction with the sales approach at WeWork’s co-working space on Golf Course Road, Gurgaon. Comparing the experience to the “Mercedes or LandRover showroom attitude,” Jain criticized the excessive questioning and judgmental tone he encountered from the sales representative.
Jain’s Complaint
In his post, Jain detailed his attempt to inquire about additional office space at WeWork. He shared that the sales representative asked numerous questions about his current office location, team size, decision-making authority, and more, which he found excessive and off-putting. He stated:
“As soon as brands grow big, customer courtesy becomes meaningless for them! Sorry for my rant.”
I was inquiring for some additional office space at WeWork Golf course road and the sales guy was just like the typical Mercedes or a LandRover showroom attitude… hazaar questions to judge you.
where is your current office, how large is your team, are you moving your office…
— Alok Jain ⚡ (@WeekendInvestng) January 2, 2025
WeWork’s Response
Acknowledging the criticism, Karan Virwani, Managing Director and CEO of WeWork India, personally apologized to Jain. In his response, Virwani admitted that the interaction fell short of WeWork’s service standards. He explained that while the questions aimed to understand customer needs, the approach was inappropriate.
Virwani stated:
“We are implementing immediate changes to ensure such instances do not happen again. Your feedback aids us in improving, and I’d like to discuss your concerns further in a one-on-one conversation.”
Dear Alok
I sincerely apologize for the experience you had with our customer service team. At @WeWorkIndia being member-first is a core value, and we strive to provide exceptional service to all our members.
After personally reviewing the call, I agree that your experience did…
— Karan Virwani (@karan_virwani10) January 4, 2025
WeWork India also replied on social media, assuring Jain that his feedback was being addressed and promising a better experience in the future.
Social Media Reactions
Jain’s post garnered significant attention, with over 90,000 views and numerous comments. Many users shared similar experiences, criticizing high-handed behavior at luxury co-working spaces.
Some responses pointed to poor training of sales staff, while others highlighted a broader issue of judging customers based on perceived financial capacity. Comments included:
- “Their salespeople have become too arrogant lately.”
- “It’s not about asking questions but the tone and approach that matter.”
- “This happens everywhere – judgment first, budget next, and then options are shown.”
Jain concluded by acknowledging WeWork’s willingness to address the issue, saying:
“The purpose of raising the issue was to provide feedback. Happy to see it was taken constructively.”
This incident sheds light on the challenges of balancing exclusivity and customer courtesy in high-demand industries, emphasizing the importance of empathetic and professional service practices.
