Review Time
The stupid free trial keeps telling me I have to upgrade even though I went to ONE class. Ridiculous. I've spoken with customer service and they are all terrible and it takes forever to talk to someone. That company sucks.
The support team is extremely responsive and as a partner I always feel heard and valued. Issues are dealt with quickly and efficiently and the entire team is very lovely to deal with! I’m so grateful!! Thank you so much Chandra Yoga Bali
My boxing studio has been a partner with ClassPass since 2014. Aside from helping our studio earn additional revenue each and every day, I have to say that ClassPass' customer service is beyond excellent.
Most recently, I needed some minor adjustments for our listing on ClassPass website. The customer support rep I was assigned to, Darwin, was prompt, knowledgeable, helpful, courteous, and attentive. This level of customer service just blew my mind. Thank you Darwin and ClassPass!
I discovered that credits issued through the Revolut Metal partnership appear to have lower booking power than standard paid ClassPass credits.
To eliminate any confusion about “dynamic pricing,” I compared the exact same class, at the same studio, at the same time, viewed simultaneously on two accounts:
• My Revolut-linked account
• A standard paid ClassPass account
The Revolut-linked account consistently required more credits to book the identical class.
This is not about studio demand or fluctuating availability. It is a structural difference in how credits are valued.
What has been more concerning than the discrepancy itself is the customer service response.
Despite clearly explaining that I was comparing identical classes viewed at the same time, support repeatedly responded with generic explanations about dynamic pricing — which did not address the issue I raised. The responses felt deliberately vague and repeatedly reframed the issue as something I had already ruled out.
Only after multiple back-and-forth exchanges did ClassPass acknowledge a “lack of transparency.” However, no explanation was provided regarding how partner-issued credits are valued, where this difference is disclosed, or how customers are informed that these credits may not be equivalent to standard credits.
There was also no offer to resolve the issue.
Consumers reasonably assume that “10 free credits” means 10 credits equal in booking value to standard credits unless clearly disclosed otherwise. That was not the case here.
The combination of inconsistent credit valuation and evasive customer service has been deeply disappointing.
I would strongly encourage greater transparency around how partner-issued credits are valued and clearer communication with customers when legitimate concerns are raised.
Terrible. This company isn’t in the fitness business they’re in the money business.
I hurt my hip and I had to go through weeks of testing to find out what was wrong MRIs x-rays surgeons, all kinds of things, and I had to take time off from the gym.
I contacted customer service with proof of all of this, and they didn’t even offer to pause my membership. All they cared about was getting their money. I will never use class pass and I will tell everyone about my experience.
I go to New York Sports Club by the way, and I highly recommend them.
The date of my experience is approximate.
I wanted to try it out, and on my way to my first trial class, I got hit by a car and was brought to the hospital. Even though I tried to email, message their support and - of course there is no phone number available - they CHARGED me for the missed class AND didn’t even cancel my trial period even though I was, and still am, bed ridden and never got to try it.
Responding to Class Pass: I just tried that link - again - and get the same standardized bot responses. I’ve been trying this several times and it says to connect me to a member of customer support and never does.
You can't see the prices of local classes unless you have already paid for a full membership.
Just trying to trick you into one subscription month instead of making an actually useful product. Typical techy scam.
After cancelation they continued to take money out of my account. When contacted they promised a refund which never occurred.
You are unable to contact support unless you become a member and pay a fee so I have no chance of getting that money back. Be extremely wary of this company.
I’m living a nightmare with Class pass.
I booked a massage on February 11th at 2pm through the app. The instructions clearly said to arrive 10 minutes early. I did. However, the therapist opened the door at 2:01pm holding her phone, was not welcoming at all, and left me waiting again while I was already undressed and ready. I even had to open the door myself and call out because no one came back.
She returned at 2:15pm again with her phone in hand. The session, which was supposed to be one full hour, ended at 3:00pm. I paid for 60 minutes and received 45 at most. On top of that, the overall atmosphere felt unprofessional and uncomfortable, which is the opposite of what you expect when booking a relaxing massage. She was very rude and agressive. I left the place in tears. I paid 130 pounds for this 92 credits
I contacted ClassPass expecting basic fairness either a refund or credit adjustment. Instead, they refused reimbursement. They DARE suggest me to offer me 3 credits … 5 pounds …
They stop to answer me so I’m here to tell you never buy anything with them! They don’t care about their customers I’m still in chock and going to escalate this.
I’ve been a loyal customers, but this is the last time I’m leaving them.
I’m happy to share my email thread with them and show you their real face.
I signed up for class pass and attempted to cancel it the same day but you have to hit the cancel button like 8/9 times before they will actually cancel the plan. Imagine my surprise when I get charged for something I cancel the same day bc they didn’t offer the gym I wanted to try. I was pissed!!
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ClassPass is a monthly membership that seamlessly connects members to fitness experiences at over 7,500+ of the best studios in gyms in their area and across the world. With access to group fitness classes in everything from yoga to Pilates to cycling, we motivate our members to lead active and inspired lives.
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