ClassPass: Fitness, Spa, Salon 4+

At first, I thought it was really hard to get your membership cancelled. Now that I’ve been contacted by the customer service and got my refund, I feel they’re helpful in that sense and was fast enough to give me a reply. I think anyone who’s facing a problem with their membership getting cancelled, please immediately reach out to them by going to the help page. And! Please do not contact them via the chat box as it’ll take time for you to get a reply or no reply at all. On top of that, I think the major turn off this app has given me was not notifying their customers 12-13 hours before class starts and the auto-billing system which makes it hard for the customer to make a choice on whether they want to give it a go or a stop to it. For those who wants to subscribe to their free trial, give it a thought before subscribing and say if you have and do not want to continue, try to cancel it at least a week before your next cycle begins so you won’t have to go through the hassle of being charged before/after your cancellation.

This app has been problematic from the start. It’s a great concept where you can have a go at different classes, gyms, studios and so on. However, 1. the amount of credits differ from person to person, to which CP explained that it depends on your current location and number of times you’ve been to the class. It makes me wonder if it’s worth joining through classpass at all if your favourite class is only going to be more expensive the more you go. 2. It’s hard to book with friends (even before the pandemic). Once you book and share the link w friends, at times CP or the studio will block one or two extra slots. This means those friends won’t be able to join you. 3. Referral is tedious (2021 problem). I have sent my referral link to a few friends and they have encountered problems where their cards were not accepted. Not only that you have to link your card during sign up, there are already problems at this very first stage? After reaching out to CP, they requested to have those friends reach out to the CP help instead. There are way too many steps just to sign up and the tempting 100 credits just don’t seem to be tempting anymore. I think the concept is great and a majority of the classes are cool, professional and energetic. But the app is not. Fix this behaviour, Pooja.

I am very disappointed with your system. It is very unfair to the user. I signed up for the free trial and before I knew it money was quietly deducted from my account without and notice. It was only until recently I checked my bank account I notice there is a 250 missing.

Your cancellation process is lengthy and convoluted, there are multiple options which discourages user to cancel (from a business perspective I understand), but to give false impression by having the billing information blank and subscription status buried under your layers of setting is just borderline misrepresentative.

Your terms and conditions are unfair to your users as well, every term is worded in the interest of your company, and there is no easy way out.