JETSET Pilates - Winter Park — Local services in Winter Park

Not a great first time exoerience. Was asked to arrive 10-15 mins early for special instructions since it was my first time doing Pilates. I arrived early but no instructions were given granted there was another class in session so I just sat at the reception waiting. My instructor walked in (Malori) and basically went straight to chatting with the receptionist. Didn’t even bother introducing herself being that it was my first class. I actually walked up to her to say hello. All she said to me was once in class just copy whatever everyone else was doing. So… class starts, music was loud and could hardly make out what Malori the instructor was saying. I tried keeping up with whatever the other ladies were doing but in all honestly it seemed like everyone else was just as lost as I was and all over the place. The Instructor didn’t seem bothered with one on one guidance for eg helping with proper from. You just had to freestyle I guess…Like I get it’s a group session with one instructor but just watching people do nonsense and continue the class is a total waste of time. I ended up walking out of the class 18 minutes into it as it was so pointless and a waste of time since I wasn’t achieving anything. I decided to head on to my local gym for a more effective workout - time better spent. Anyways thank goodness the session was FREE so I didn't waste my money. One thing to note: I received a follow up text from Lauren about my experience and once I told her my honest opinion I never heard back from her. That says a lot! Definitely won’t be a returning customer! Also, you should care about your potential customer’s concerns/feedback, respond to them and strive to do better. Just that one bit would have made me give you 2 stars...

I barely ever write reviews and never bad ones because I think that everyone is just trying their best and this is no shade to the front desk employee Who had to turn me away but it is not written anywhere that you will absolutely be turned away if you are not five minutes early to class as a new student. It is sent in an email that you MAY be rescheduled to a new class if you arent 10 to 15 minutes early for the demo. I went into this thinking and knowing I had been to just about every other Pilates studio that offers similar reformers in the area and I was going to have a pretty general idea of how to use the machine. I understand safety is important but if thats your policy it should be plastered clearly and definitively everywhere aka the email you send out. if I had known it was such a strict cut off about 5 minutes before I never would have scheduled the class to begin with as it was a 5:30 class and just like many others I work 40 hours a week and don’t always get out exactly at 5. Again, no shade to the employee at the front desk. She’s just doing her job. It’s not her policy, but it definitely wasn’t delivered in a nice or understanding way. I was really excited to try a new studio but I already go to a couple other great ones so I’ll just be sticking to...

Showed up to the training class to find out it was cancelled! My friends and I drove 40 mins for a class and had no idea it was cancelled.

The Jet Set Pilates app you use to book classes didn't give us a notification, nor did we get an email.

When we walked in the manager said an email should have gone out -- none of us got it.

She gave us her card to email her if we can tell her how we can make it right.

That's awkward. I'm not the type of customer who ever demands anything. As the manager for a boutique studio with very expensive classes, she should have some understanding of customer service. While the manager is nice and may not have a full grasp of her booking management system, she should take accountability.

Customer service 101: Provide the customer with a few options that are within your means and then ask if any of these seem appropriate for them or if they have any other ideas.

Personally I would have offered a free class. We were interested in the Dr. Phillips location that is opening up next month but now we are totally...