First Grammar Epping

Had an orientation here for my daughter. Everything seemed fine for the 3 days. My daughter enjoyed her time there for the one hour orientation for 3 consecutive days. My daughter was due to commence on the 5th of December. Before she was able to commence, the childcare failed to send through the child care subsidy through on centrelink for me to accept. They took payment out on the 30th of November at full rate without any childcare subsidy discount. I didn't receive any invoice or anything to indicate what days I was being charged for and at what rate or why. I called on the Thursday 30th of November and i was advised First grammar failed to send through the childcare subsidy when they were supposed to hence why I was charged full rate and there was nothing they could do. The lady basically said it is what it is, and they can't do anything now, but she will submit the child care subsidy through to centrelink for me to accept. This lady and her attitude made me decide that this centre was not for us. I called the customer service team and spoke to the resolution team they have, and I lodged a complaint. I had to fill in a refund form. Mind you, the incorrect payment taken out was no fault of my own as well as an end of care form. My daughters care didn't commence yet as she was due to commence on the 5th, but all this occurred on the 30th of November. The customer service team advised me that i will be refunded by the 14/12/23. Fast forward to today's date, 14th of December. They refunded me $486.00 when they originally took out $494.15 on the 30th of November. Photos attached. Still sitting for $8 dollars. Disappointing experience! Update- 27/02/2025 $8.15 has been refunded due to Mel calling and apologising on the businesses behalf. The refund was received on the 27/02/2025. Mel has apologised and refunded me without me having to re fill in a refund form. Even though I've finally been refunded the review will remain. It's all fine to correct someone's mistake but the public have a right to read REAL reviews without being pressured to remove them from the First grammar team. Thanks for my refund which should of been done in 2023 but we are now 2025. Do better! Thanks! Hopefully no one ever experiences this.

I would like to thank each and every staff member of First Gramma Epping, for such an awesome dedication, care and professionalism to all of kids including my daughter. I am absolutely impressed by educators how meticulously follow my daughter’s dietary requirements aligned with our cultural/family preferences and finally amazing health and safety consciousness that goes a long way towards our daughter’s health and wellbeing. Special thanks to Mel, Chetna, Peta, Sonia and Jeya.

Speechless - Amazing!

First Grammar has been my childcare of choice for the past 5 years. Both my 2 kids have been well looked after by the dedicated staff. The centre is small enough to provide an intimate familial atmosphere and the staff strive their best to put parents' minds at ease while kids form invaluable bonds with their educators. Well done team and keep up the good work! Geraldine.