21 Pilates NYC — Local services in New York

Very disappointed about my recent experience at this studio. An instructor was extremely rude to me twice (she did not instruct the class I was in, my actual instructor was very nice and helpful). I came to the studio straight after work and I arrived early with the intention of changing there. When I arrived they tried to tell me to wait outside the building but I wanted to at least change. They let me use the bathroom and I tried my best to not interact/make noise since they were in the middle of another class. After I came out and saw they had seats (out of view of the two classes) I sat down quietly since there was only 15 mins left until my class started atp. That’s when the other instructor stopped her class and told me loudly and rudely to go wait downstairs. I didn’t say anything and just left - confused by her bad attitude towards me. I let it go bc I look forward to my weekly Pilates class and just wanted to do the class. Less than 10 mins later I went back upstairs I started putting my socks on etc. when I noticed some noticeable body order. I panicked and started sniffing myself wondering if it was me - although I didn’t notice earlier while I was changing. I couldn’t smell anything on myself so I figured it must be coming from someone else who’s taking the class. I kept it moving bc someone else’s body odor is none of my business. I went to wait in the studio until the class started when this same instructor walks up to me and asks if I have deodorant. I told her I didn’t and she handed me one asking me to put it on. If it were me w body odor I would appreciate someone letting me know but the way she said it was again extremely rude and tactless. So condescending. I don’t know why she was acting this way towards me only. Again I didn’t say anything bc I just wanted to take the class. I regret not saying something to her and just letting her speak to me that way but again I don’t like causing scenes. So I decided to vent here instead. This wasn’t even my first time at this studio. It is the first time I’ve experienced this kind of treatment at a Pilates studio - usually staff are non judgmental and kind. If I come back i will only book with the other instructor because she was polite and professional. Not sure I’ll be back tho. : UPDATE: This was only my 2nd time at the studio..? The first time I was actually almost late because your buzzer wasn't working so me and 1 other client were waiting outside until an instructor came down to let us in. So nice try..? Also interesting how you just ignored the second half of my review about the deodorant incident. Anyway I understand your rules and you had every right to enforce them. My bigger issue was the attitude. At the end of the day I'm a paying client as well - I also have every right to be upset by your unprofessional and harsh behavior. There seems to be a trend of your responses to bad reviews... people having genuine complaints and you taking it personally. Your rating has gone down and instead of trying to make improvements you try to discredit me and make excuses?...

I am so disappointed with this studio. It is one thing to have rules and fees associated with your fitness studio and enforce them. It is another thing altogether to fail to offer any type of customer service - especially to new clients.

My first experience with both the staff and owner was so dismissive and rude I have NEVER experienced that type of interaction at any other studio I have ever been to.

There was a simple misunderstanding with their name and location of the studio as there is ANOTHER very similar studio a block away from this location. When I called to ask for help to find them and if I could still come to class the receptionist said yes - only to find that she would not let me attend after all - five minutes after I called.

So, I demonstrated what happened to the receptionist and asked if she can try to find a compromise with me on the no-show fee since I already lost out on the class and because I was clearly there — but nope! I then asked her is she could notify the owner of what happened and see if there was a happy medium we could find there too.

The owner then called me and said I threatened the girl which is ABSOLUTELY NOT what I did at all and told me I can’t return to her studio without having a conversation with me either.

So…okay! There are DOZENS of much much nicer studios with both HELPFUL and FRIENDLY staff you can find to do a Pilates class. Better yet - YouTube over this is still a step up.

I am only posting this so no one else has to experience what I just did with such a toxic...

If I could go into the negatives I would. This is clearly the owners ego project and not about the Pilates practice at all. I called saying that my train was delayed, I had planned on getting to studio earlier since it’s new to me and I know I could get lost etc. she said 5 minutes was fine. I called again at 10:03 all verified through my phone log, because I couldn’t get the elevator to work. No answer, I knew I was running behind I figured they were teaching the class and decided to wait at the Dunkin donuts. My receipt which I had with me was stamped 10:06 because the studio is right next to it. I figured I’d see what if any accommodations could be made because I was clearly there and had called to communicate so everything is time stamped. I get there and she looks at me like I have three eyes only responds to the part of the elevator to call me a liar because she said she opened it. Mind you if there is a problem with the elevator I didn’t assume she locked it or anything so why she would assume I don’t know how to work an elevator or would need to lie about that is beyond me but whatever. I wished her a happy new year and took this as a sign to never return to this studio. I don’t expect studios to be accommodating, at the end of the day the train made me 3 minutes late but the lack of customer service, even just with tact is a horrible business model for a business that deals with people. I hope she finds patience and happiness in her...