I rarely leave negative reviews because I know every business has off days. But this experience was so unreasonable that I feel other people should know.
I arrived 8 minutes late for class and was told there is a "5-minute late policy." The problem is that this policy is nowhere to be found on ClassPass, which is how I booked the class. If you're going to enforce a strict policy that causes customers to lose an entire class, it should be clearly disclosed before booking.
I completely understood that I couldn't join the class once I was told the rule. I didn't argue or make a scene. Instead, I politely waited and asked if I could join the next class, which had available spots and was only about 45 minutes later. I was then told I would have to pay for another class. There was no attempt to accommodate me, even though the next class was far from full.
What made the experience even worse was that the instructor and owner kept insisting this was "ClassPass's fault." It isn't. Your studio chose to list on ClassPass, and it's your responsibility to make sure your policies are clearly posted. Passing the blame to another company doesn't change that.
The owner even claimed the 5-minute policy is posted on ClassPass, which is simply not true. I have screenshots proving otherwise.
Afterward, I emailed the studio asking for a resolution and a class credit, but I never received a response.
I've been coming to this studio for quite some time, and this was the first time I had ever been late. Instead of showing even a small amount of understanding for a returning customer, I was met with inflexibility, poor customer service, and an unwillingness to take responsibility.
To be honest, this experience made me realize I've stayed mainly because of a few great instructors. The quality of instruction here is inconsistent, and many classes are average at best. After the way I was treated by both the instructor and the owner, I'll gladly switch to another Pilates studio as soon as one opens nearby.
If this is how loyal customers are treated over an 8-minute delay--despite no disclosed policy and an available spot in the next class--I think people should know before spending their money here. read more