Clubpilates Avis 5

Worst Pilates company ever — avoid at all costs!

I requested a refund and even received written confirmation by email that it would be issued. However, after more than a month of chasing, I still haven’t received my money.

This feels like a complete scam. They take your money without proper notice and fail to follow through on refunds.

The manager, Anthony, was very unprofessional, and the reception staff were extremely unhelpful. There were also communication issues, which led to mistakes with my class bookings.

I strongly recommend staying far away from this company.

COMPLETE SCAM DO NOT JOIN!!

I recently came across club Pilates in Fulham Broadway and was excited to have a club nearby. They offered 3 classes for £30 offer over the summer - a bargain! And I attended and generally enjoyed. They then offered a further 6 class deal for £97. I was initially very excited by the flexibility and no need to sign up for a recurring membership.

The following month, without consent or informing me, this then became a recurring charge on my account with absolutely no mention of a rolling membership or signing up to anything. I was having surgery at the time so was unable to use the classes anyway. When I called to say there must have been a mix up they said they were unable to give me a refund. This went on for multiple phone calls, emails etc and refusal to put me in touch with any manager. At one point they floated a cancellation form which would take yet another month of membership price out of my account! A membership which I never signed up for or agreed to.

Luckily I disputed through my credit card who saw them for the charlatans they are. Such a shame as the instructors are lovely, but for a whopping £48 per individual class and what can only be described as entrapment as their subscription offering, no dice. Buyers beware !!!!

I have called several times in the past few weeks trying to get assistance with class credits that I have been unable to use due to the inability to be able to FULLY book my 8 classes per month since I restarted my membership. I usually take 2 – 3 classes a week but have not been able to due to full classes or credits that do not work. I had called a few times and spoken to the front desk girl but had been directed to the GM.
I called back AGAIN, and this time got Debbie (an instructor) on the phone. Hallelujah, someone answered and no weird computer tone. She was friendly and helpful, explaining that my purchased class credits were going to expire, and she would leave a note for the new GM to move them up the next day, so I had an opportunity to use them. Apparently only the GM can move class credits.
I called the next day around noon after no response from the GM, Nneka Kpaduwa. She answered the phone, and I cited my requests and asked why I needed the credits to be moved. She refused to roll the credits - just "we don't move class credits". I am paying a tidy sum for these classes, and she is the only person that can move them up when I cannot book classes, so I must wait for her to call me, and she hasn’t been reliable. Her front desk staff is not empowered to handle the classes when they expire, so it’s frustrating. She inferred that I just needed "assistance" with booking classes and that CP offers "plenty" of classes throughout the week and perhaps we need to look at MY schedule. She literally said that! THE AUDACITY
Nneka Kpaduwa was insincere, condescending, inflexible, and cited "policy". Bottom line, she doesn't CARE about my money or fitness success. I have been a member for a year prior to the surgery and was satisfied and seeing results. I cannot recommend Club Pilates with any confidence based on this new manager and her rudeness, condescension, and lack of flexibility. Nneka Kpaduwa - learn some manners and appropriate ways to handle your clients. The only thank you I will give is for cancelling the membership because you are definitely losing me as a client after this unsatisfactory call anyway.

Zero price transparency
The website does not clearly state the cost of a package or a single class. Also, there are no clear Terms and Conditions anywhere on the website. I haven't booked anything after 15 minutes on their website trying to find prices.

Buyer beware. Unethical business practices. Refusing to cancel my membership. Joined through their introductory 3 month plan. Now trying to cancel and they are refusing to honour my request to cancel even though I have requested cancellation in line with the contract terms. They are not responding to my email requests and in person tell me they will process it but then never do. Will be reporting them to Competition and Markets Authority.