Review Time
I think Bruce Studios would be completely different without their customer support. They are solution oriented, and very kind! The app clearly has too many users, and as a result, it's lagging and it's almost impossible to book popular classes, unless you're on top of the app when the classes open. I hope they will also make the information shared consistent across the app, and open more spots to the classes. I think it's a good place to start a consistent workout routine, as they have many options, and also if you're looking to get a membership at one of their partner studios, then Bruce is a great place to strart and try classes out, to see what suits you :)
Awful execution of a good ClassPass concept. I signed up for the latest offer (2 months at half price.) I wanted to start at a later date as I was travelling. I contacted before purchasing, and they told me I could activate later. Turns out, it activates as soon as you order. I wasn't informed I have to "save" the discount and can buy later. (Already a silly way to do it.)This then led to excessive emails and miscommunication from different staff members. I paused my membership upon the suggestion of one staff member, only to now be told my discount WON'T APPLY because I paused it! Would've been helpful to know that earlier. Useless, long-winded experience. What a waste of time. (And no, I didn't even try a single class!)
Absolutely terrible app and customer service - especially "Camilla". It is hard to say if its a robot or ai generated answers but for sure a whole lot of crap came my way when chatting with the support. I needed help and instead they made me feel stupid and unvalid as a customer...Also be prepared for paying a whole lot of money on top of the normal subscription - it is very easy to get blocked from booking classes and the price for unlocking goes up every time. I would choose the app Class Pass over Bruce any time!! Dont waste your time and money on this crappy system.
This is the most frustrating app for working out. The classes become available for booking, but they’re already full, or fill up within seconds. Customer service, particularly Tuva, is not helpful at all. Their website claims you can cancel your membership without a notice period, but they don’t actually let you cancel if you’re unhappy with the service.
This is the worst app ever for working out. The classes are coming up to book and they’re already fully booked or fully booked after a few seconds. The customer service and especially Tuva are not helpful at all and on their website they state that you can cancel your membership without a cancellation period. But they don’t actually let you leave if you’re dissatisfied.
STAY AWAY!!! Very bad app. It’s impossible to book courses as they are always booked out immediately or not possible to book at all. When complaining they reply that you should use free gym membership. Great, for 750DKK I can have two gym memberships elsewhere. Thanks for wasting my time and money!
I cannot get into any of the classes I want. All of them immediately have a waitlist (I am currently on 24 waitlists for the yoga, meditation, HIIT and saunagus classes I could attend in the next 5 days) and I never get off the waitlist. I sit at my phone, with notifications on, and in the odd moment there is a spot available and I get notified, it's gone the next second. I don't even get the opportunity to book it, that's how fast others are with booking their classes.It seems they have too many people on board and too little classes, so this has been quite the waste of money.In the 2.5 weeks I got the membership, I had the time in my own schedule to attend SO many classes, but never ended up able to because there's nothing available on Bruce. I have done 3 classes in total, and those were such a pain in the bum to get into in the first place.Right now, I cannot recommend, I would choose ClassPass instead if you're considering a subscription based class system.
UPDATE: They actually made a mistake and forgot to communicate that now the entry is per one gym out of the net, not the whole net like it used to be before. Other arguments still stand but the gravity of the changes are lighter.I quit my gym subscription, convinced a lot of my friends to do the same, changed my lifestyle for this app only to turn out that it was a scam. They started with low prices and practically unlimited access to studios and gyms. After some time they raised the price I was ok, one time that’s fine. But then every month you get less access to studios cut basically in half which after some period resulted that you can’t go to the gym anymore as it’s only 8 times a month. Other studios were also cut so you can’t have a proper schedule. I will be cancelling my subscription and I know my friends as well.
I am writing to share my recent experience with customer service at Bruce, which led me to close my account. Since the founder of Magnis Elm left Bruce, I have noticed a troubling decline in service quality over the past year, culminating in a recent incident that left me deeply frustrated.Due to a medical condition, I had to cancel my class unexpectedly. One morning, when I was physically unable to get out of bed, I reached out to customer service to request the removal of a strike. Regrettably, my request was denied with a firm "no," and I was blocked. This was especially disheartening given that a similar request had been handled differently by the same representative, Boel, who had shown more understanding just last year. It puzzled me how one person could respond so differently to the same situation, especially considering that Boel is the head of customer service.The response I received from Boel was dismissive and lacked the empathy I had come to expect. Phrases like "We value your feedback" felt hollow and insincere, especially since my concerns were not addressed in a meaningful way. Boel's focus seemed to be on creating the appearance of help rather than offering genuine support. Her lack of care in handling the situation ultimately led me to terminate my membership.I hope this feedback prompts a review of customer service practices, as it is crucial for maintaining customer trust and satisfaction. There are other options for Bruce to explore in terms of training or support. I suggest considering alternative platforms, as they may better serve the values that Bruce once promoted.
I have been using Bruce for years now and it has been integral part of my life in Stockholm. It enabled me to easy swtich between different type of activity depending on the season or personal energy levels. I am equally happy with it during the cosy dark winters (with all the hot yoga and pilates studios and the spa) as I am during the summer (all the kayaking and SUP around the city...). Additionally they have always been super quick and responsive in case of questions. Last question I had was related to the technical issue with the studio opening hours and the support was able to not only help me quickly but to fix the issue so that I do not experience the same problem in the future (although it was an edge case situation). Highly recommended :) to anyone who leads an active life in Stockholm (and other cities as well).Thanks for the great product and the service :)
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