Is this really how Club Studio treats loyal members? Because I'm furious.
I've been a Club Studio member since before my location even opened, and today's interaction has me seriously considering canceling my membership.
Here's what happened.
I was already signed up for a class. I decided I'd rather take a different class that was happening AT THE EXACT SAME TIME.
Here's the part that absolutely blows my mind:
The class I was enrolled in had multiple open spots.
The class I wanted to switch into also had multiple open spots.
I'm going to repeat that because it's the entire point.
BOTH. CLASSES. HAD. OPEN. SPOTS.
I wasn't asking to jump a waitlist.
I wasn't asking someone else to give up their spot.
I wasn't asking for an extra class.
I wasn't canceling altogether.
I was simply asking to move my reservation from one class with open availability to another class with open availability at the exact same time.
How does that hurt anyone?
I called the studio, and Aiden, who said he was the supervisor, refused. His solution was that I needed to cancel my reservation in the app, pay a $15 late cancellation fee, and then rebook the other class myself.
I explained--more than once--that both classes had open spots, so there was literally no impact to another member or the studio.
His response every single time?
"Yeah, yeah, yeah... no worries."
Over.
And over.
And over.
It wasn't reassuring. It came across as completely dismissive and condescending, like he couldn't have cared less about what I was saying.
Finally, I told him, "If this is how Club Studio treats loyal members, I'm canceling my membership."
His response?
"Yeah, yeah, yeah... no worries."
Then he immediately explained the two different ways I could cancel.
That was it.
No attempt to solve the problem.
No attempt to retain a member.
No, "Let me see what I can do."
No, "Let me check with someone."
Nothing.
What infuriates me isn't just the policy. It's the complete lack of common sense and customer service.
This could have been resolved in less than 30 seconds by moving me from one class with open spots to another class with open spots.
Instead, they were apparently willing to lose a loyal member over a situation that affected absolutely no one.
At this point, I'm seriously considering canceling my membership, and if I don't hear from management or corporate, my husband and I will both be canceling.
Has anyone else had this kind of experience with Club Studio, or is this just unbelievably poor judgment by one supervisor? read more