DUO Houston - River Oaks: Coffee & Pilates — Restaurant in Houston

After a year of membership at the Duo Pilates Studio and patronage of the coffee shop, I am sad to say I will not return to Duo.

Duo Pilates studio uses a waitlist system for the full Pilates classes. After several months of consistently using the waitlist, I was accustomed to receiving an automated text message notifying me when I was added to a class and asking me to confirm if I'd be attending.

Without announcing this change to studio members, Duo stopped sending text messages to notify and confirm (and instead started sending email only). Based on the date of the most recent automated confirmation text message I'd received from them, this change happened within the span of a week. I never received any announcement about this change.

I was added to a class the evening before a morning class I was waitlisted for, and I did not know it because I did not receive a text and hadn't checked my email. If I had been informed that texts were no longer being sent, I would have checked my email for a notification. Since I was not informed of this, I did not check my email.

So, I unknowingly missed the class until later that day when I noticed a no-show fee deducted from my account. Going through my emails from the day before, I came across the email notification that I'd been added. I reached out to Duo for clarification. I explained to Duo that I was unaware I'd been added to the class because I'd been accustomed to consistently receiving automated texts for the past 6+ months to inform me when I was added to a class and ask me to confirm or decline my attendance.

They responded that my not receiving a text was an error, that their text messaging system was being fixed, and that they'd be sending emails only now. They also said that it was my responsibility to know when I was added to a class because of the email they'd sent at 7:00 PM the evening before the 9:30 AM class.

They did not acknowledge that they had changed their communications system without adequately informing their customers.

I did not check my email that evening because I expected to receive a text message if I were added to the class.

I asked Duo to consider my situation, as I'd lost money for the no-show fee and my class session included in my monthly membership package. They ignored my...

Definitely not getting a membership here. New to the Houston area and decided to try this place out because I'm trying to find a new pilates studio, so I tried their new client package which was $30 for 2 classes. I made it to the first class with no problems, my second class I was going to arrive 3 minutes late. Like I said, I'm new to Houston and even with me leaving early, I caught a train and that set me behind. I called the studio to let them know I was going to be 3 minutes late and she said they have a very strict "no late policy" and that I would lose the class and not get my money back for that class.... I was in complete shock since it was only going to be 3 minutes and she said they had a wait-list of other people waiting to get in class. So not only did they profit off not letting me in, they also profited off someone on the wait-list to get in since they didn't allow me! She said the only thing they could do was waive the $20 no show fee. Excuse me? I'm literally calling in advance to let y'all know I'm only going to be 3 minutes late and y'all were still going to charge me a no show fee???? Hilarious. Obvious this studio just profits off people not making it on time with their "strict policy." Even if only one minute late apparently! I asked her and she said yes, even if only one minute late.... So don't sign here and waste your time. I guess they don't care to lose people even while offering a "new...

Had the worst experience tonight. Drove an hour in the rain from THE WOODLANDS to the 7:30pm class just for my friend that was accompanying me to be told she couldn’t do the class because it was her first time at the studio and she didn’t arrive 10min early. I came to this studio for the first time in August and this policy was never enforced.

To make matters worse, my friend booked her slot for the class OVER THE PHONE and the employee never stated this policy.

We were told the 10min early arrival is so the instructor can tell you how to work the reformers, yet we both stated that we’ve done Pilates multiple times with the exact same reformers so we knew how to operate them.

They tried to insist she couldn’t do the class so we asked for a refund, we were told no … so we stayed. The instructor named SALLY LE was mad my friend wouldn’t leave so she wouldn’t help us the entire class. She ignored us the whole time, didn’t help us with our form and only spoke to the other girls. I found this to be very unprofessional and the customer service was absolutely disrespectful.

This experience was very disappointing because this was my second time here and I brought this friend to try them out because my first experience was so good. Needless to say, if you’re going to enforce new policies they should be stated upon booking AND in the confirmation emails. 0/10...