I have to say that the negative reviews regarding SLTs customer service are true. I bought an intro class pack ($40/2 classes) and attended my first class in TriBeCa. The receptionist was very friendly and accommodating. The instructor initially offered helpful instruction and explained the equipment. As the other reviews state, this is a challenging class and can be a little awkward your first time on the machine (side note, I have taken other reformer classes not at SLT and have enjoyed them). So, it would seem like a given that the instructor would be understanding if the moves are difficult the first time around, or if participants need to modify or take a few extra seconds to get in these awkward positions that change every 30-60 seconds. It seemed like as the class went on she grew frustrated with correcting me, so halfway through I decided to leave as this was the least enjoyable workout class I have ever experienced. I want to make it clear that I was not disrupting the class and I also attend other fitness classes regularly, such as Soul Cycle, Pure Barre etc, so I'm very familiar with instructor lead courses and following their critiques. I'm not sure if this instructor had a bad day, but I don't go to classes to be chastised at 33 years old. However, the more frustrating part of this story is that I emailed the SLT info address asking for a refund for the remainder of my credits and explained the situation and never heard back. I called the following day and was told "SLT does not give refunds", which was never stated anywhere when I purchased this stupid intro pack. I read ahead of time that their customer service is poor, so I pushed the person on the phone and finally she said she would forward my email to a manager named Melissa. I said if I don't hear back I'll assume I should call and ask for Melissa and she said managers don't take phone calls. I'm writing this review to reiterate the negative customer service but also so that people are aware that they won't get a refund - even if they spend $40 for a single
Class. In a city filled with limitless options of expensive workout classes it's unfortunate that SLT chooses to disregard their customers experiences. FYI when you are thinking about giving SLT a shot, it is a challenging full body workout yes, but in my experience they were rude and it's definitely not worth the money.
FYI here is the response I received from the manager:
Thanks for reaching out! I'm sorry to hear that you did not enjoy your class with us on Monday, we want all clients to have a great experience at our studio.
Unfortunately we do not offer refunds, I could return that offer and purchase a single class for you but our single classes are $40 so you wouldn't actually get anything back.
I am happy to recommend instructors if you'd like to come back to use that other session with us. You also have the option to give that class to a friend as well if you do not wish to use it.
Please feel free to reach out if you need further assistance. I do hope you'll come back and try another class with us!
Best,
Melissa read more