Hard to cancel subscription
Have to cancel via chat and they keep pushing you to try different membership options. To top it all off, have just realised they didn’t even properly cancel my subscription and have been charged for $75 for the past 3 months. Trying to get hold of someone to rectify this is proving very challenging.
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Hard to cancel subscription
It’s hard to cancel subscriptions with this company. I had to live chat with them and they kept pushing to make me choose another plan. Whole process took about 15-20 mins of my time which seems kind of wrong.
The reason how I got back into fitness and LOVING IT
I cannot thank Classpass enough for getting me back into my fitness journey. I’ve always wanted to be fit, improve my posture, stamina, agility and found myself never succeeding past a few month at the gym. The main reason would be boredom, going back to the same place doing the same thing - it wasn’t sustainable to me. I also struggled because I didn’t have a gym buddy. But now with Classpass I have hundreds of classes available to me all over London that I can go to with friends. Game changer! The people I have signed up have also LOVED it and I think this is something I’ll be enjoying for the long haul.
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Loving ClassPass! Few Tips —
Really enjoying ClassPass so far, the value is awesome & the option to try fun new studios & get out of your comfort zone if you like is great while also being able to hit up your favorite go-to studios & classes! However, things I would have liked to know prior is that in the 2 weeks free you get 28 credits & I assumed that would be doubled with the $60/month plan since a month is 4 weeks but you get 33 credits for the month 😕 the value is still crazy awesome & had I known this before, would not have changed my mind about signing up. Second is the cancellation policy, I thought if I signed up but didn’t go, no harm no fowl BUT you get charged $20 for a missed class if you do not cancel 12 hours before the class time or at all. $15 for canceling past the 12 hours & you are able to cancel for free if you know earlier than 12 hours before that you won’t be making it. GOOD news is that you get your credits back with all 3 options! This is in no way a negative review, just a heads up because I can assume that some individuals may overlook those details at first just as I did!
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Glitchy, Scam App
I was introduced to this app by my girlfriend to book a boxing class - you get a set number of credits you can use throughout the month at a variety of gyms. Seems simple enough, right? Until ClassPass randomly says classes are completely booked even though in reality they aren’t even half full, they charge “premium” prices (~15 credits a class) for seemingly random classes at times throughout the day, and they don’t allow you to choose your bag spot in the class once you book it. You have to speak to employees at the boxing gym to actually assign yourself a bag, and at that point you’re better off booking through the gym directly.
I wasn’t even able to assign my own bag because I couldn’t set my correct birthday on classpass, and therefore it wouldn’t sync to my boxing account. I was born on the 14th. When I went to select 14th, the value would jump to the 15th. When I selected the 13th, it would stay on the 13th. Again, I had to go in to the boxing gym to resolve this. With these 15 credits a month classpass is charging, you can only take 3 classes a month for $80. Again, you’ll get a much better rate booking through the gym directly. I’m upset I gave them my credit card information because I’ve heard the cancellation process is difficult as well, and I’m expecting random charges. Avoid and book with a gym directly.
I wasn’t even able to assign my own bag because I couldn’t set my correct birthday on classpass, and therefore it wouldn’t sync to my boxing account. I was born on the 14th. When I went to select 14th, the value would jump to the 15th. When I selected the 13th, it would stay on the 13th. Again, I had to go in to the boxing gym to resolve this. With these 15 credits a month classpass is charging, you can only take 3 classes a month for $80. Again, you’ll get a much better rate booking through the gym directly. I’m upset I gave them my credit card information because I’ve heard the cancellation process is difficult as well, and I’m expecting random charges. Avoid and book with a gym directly.
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Response from developer
Thank you for sharing your feedback regarding the credits required per class, we'd be happy to explain. Studios are able to designate the number of ClassPass spots, as well as premium spots, in each class they offer through ClassPass. While one of the factors they use to help determine this is class popularity, they also look at class time, and the timing of class booking. Many of the premium spots are spots that would otherwise be unavailable via ClassPass. If there's anything else we can help with, please reach out at classpass.com/contact
Don’t do it!!
ClassPass is not worth the trouble of saving a couple of bucks. Red flag number one, they have no telephone number for customer service. You must email to get in contact with them and they can then take 3-5 days to get back to you! By that time, especially if your concern is time sensitive, it will be too late for them to resolve the issue in a timely fashion. Red flag number two. They also have the worst search capability that I have ever seen. There is also a maximum on the time you can go to a particular place. After that, the points needed to attend your favorite classes will be the total cost that you pay for the month!!! They lure you on in with a free month then it will be problems and issues from there on guaranteed! They also try to blame the studios for why a class isn’t listed on the class pass app schedule but is actually offered at the studio. When you ask the studio why it doesn’t match ClassPass they say they have been trying to fix it but ClassPass keeps changing it and excluding the classes from their offerings. They also try to blame the studio for why the point amount needed to attend more than triples. The studios are also not responsible for this but ClassPass will operate without integrity and continue to claim that it’s the studios. Poor customer service if I have ever seen it!! Don’t do it!!
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Response from developer
We appreciate your feedback and apologize for any trouble you've had with the app. While we do let studios decide which classes they offer to ClassPass members and the credit rate can vary depending on a number of factors, we'd be happy to take a look at any specific studios or classes to provide more context. Feel free to reach out to ClassPass.com/contact - always happy to help as soon as possible.
Was a fan, but now may cancel
I really liked classpass —still do in terms of the convenience it provides and the ability to let people try different studios or gyms without separate monthly bills. However, a recent search filter change that didn’t behave the way as expected resulted in me booking a class at a different location than I had intended. Not realizing it, I went to the studio I thought I booked only to be told it was a different location. I cancelled the class since I couldn’t get to the right location in time and would have wasted additional money. When I contacted support about it, the response was pretty much: “oh well”. I’ve been a member and fan for several years and have recommended this service to many friends and family. To not get some follow up on this was pretty disappointing especially since I had spent about $12 for an Uber to make it to the class on time. So overall, i lost out on $32 because of a UI change and the company won’t even waive the cancellation fee. It’s not a big loss, but I find the principle of not owning up to a the company’s mistake (in their interface) is pretty f-ed up. Customers should not be the ones that pay for that. I’ll be cancelling this membership (of 3 years) if this is how they resolve company-responsible issues.
Side note: other features of the app are cool. The recent addition of videos at home are super convenient! And I still like the activity filter and time filter interactions.
Side note: other features of the app are cool. The recent addition of videos at home are super convenient! And I still like the activity filter and time filter interactions.
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Response from developer
We appreciate your feedback and sincerely apologize for the trouble you're experiencing with our updated search feature. We would be more than happy to take another look at your account and see how we can help improve your experience with the new search feature - feel free to reach out to ClassPass.com/contact and we'll get back to you as soon as possible. Thank you for being a loyal, awesome ClassPass member.
Rip-off
I received a generous gift card for Christmas, and I’m hard-pressed how to even use the gift. I was forced to give my credit card information, even with the gift card, and they claim they will charge me for “additional” purchases. I have gone on and off the app multiple times because of how poor my experience has been. “You get what you pay for” in this case, and the classes are cheap. The classes are limited, to what I believe are only classes that are less popular and don’t fill up. I truly do not want to give this service any additional money. It is poorly run, as they do not have a phone number you can call and the online chat is only reserved for cancellations. E-mails- how you have to sign up for the service and such- are not answered within 24 hours. In my opinion, they cheat you into never actually cancelling and charging you for one expense here and another there. Lastly, the $15-$20 charge if a class is missed is not motivation, but a complete rip-off. They have never ever given any kind of comp-something a good business does- to keep customers. They just dupe you into extraneous charges into what you’re already paying.
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Bad customer support
My reservation did not go through to reach the studio which caused me owing fee for unpaid class at the studio, even though my credits in Classpass still got deducted for that class. I tried to emailed the support team but just auto reply until now. Auto email said it would take 3 days to respond but it has been almost 2 weeks now. I had chance to talk with agent and they said they would sort it out and have it resolved by end of the day, then update me with the result. It was 3 days ago. Even they have not figured it out yet, they should have noticed me about that, instead of going dark like that, making me feel they were just fraud and try to run away with it. That’s bad, Classpass. I am very disappointed.
So, if they say you could always contact them via the contact link, DON’T BELIEVE THEM. It would be just like you are talking to the wall. There would be no response except for the auto reply system.
So, if they say you could always contact them via the contact link, DON’T BELIEVE THEM. It would be just like you are talking to the wall. There would be no response except for the auto reply system.
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Cancellation Flow
The user flow for cancelling a subscription has you find a setting in your profile. It immediately tries to sell you on other plans while hiding the cancellation link at the bottom. Clicking that tries a second time to offer another plan with a visually de-emphasized hyperlink to continue cancellation. That link didn’t load the first two days but when it loaded on a third day, the next screen is yet another third offer for “ClassPass Lite” with a hyperlink instead of button at the bottom to continue cancellation. Finally, the “How to cancel” screen says you have to literally initiate a chat with their team, the request must be received a day before the next cycle, reactivating later will cost $79, and it still won’t be cancelled until a representative confirms it. Manually initiating the chat, the representative proceeds to ask why you’re leaving, tries a fourth time to sell you on another plan discounted for a month. Responding “no” to that tries a fifth time to sell you on yet another discounted Lite plan. So, that all leaves a bad taste because otherwise the experience of going to classes was fine.
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