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“Someone came in and said they had an appointment booked on ClassPass,” Claire Sternberg, one of the owners of Pursuit Salon, told ABC7 News. “I told her we don’t have ClassPass.”
The woman had used ClassPass Concierge, a beta program that allows members to book beauty treatments at local businesses. It is an extension of the more famous ClassPass app for fitness classes and gyms.
The problem for Sternberg and her co-owners? They had never heard of ClassPass Concierge, nor agreed to have their cases on it.
“We did have a profile that ClassPass created for us,” said co-owner Whitney Ratigan. “They took some jargon off our website and then took pictures from our website and uploaded some stock photos that we didn’t even do it for her. So it was kind of alarming.”
Their profile on ClassPass also revealed that they had several openings for appointments that weren’t actually available.
“She showed me the app and there were numerous lists of times for available cuts and colors,” Sternberg said. “Those kinds of agreements don’t exist at all.”
A ClassPass spokesperson told ABC7 News that they are listing companies that have not yet agreed to work with them. They said the way the platform works is that a ClassPass member can book a beauty service on the platform with a local company. ClassPass will then call that company to confirm if the appointment is available. Depending on the response, ClassPass will then contact the member to confirm or decline the appointment.
ClassPass said they called Pursuit Salon to confirm the appointment and were told there was no availability. They said they then contacted the client to let her know. But Sternberg and Ratigan said they never got a call and the woman who showed up said she had confirmation of the appointment.
The woman was so upset that she eventually offered her free treatment. It turns out the woman had been a customer there before, and having only recently reopened after the pandemic lockdown, they are looking to keep all their customers.
“Our treatments cost $55 to $95, and we’re more than willing to give them away to her to make her happy,” Ratigan said, “but ClassPass should do that. She showed up through something we didn’t even know about.” knew.”
At their request, ClassPass has since removed Pursuit Salon, along with another nearby salon owned by their friend, from their platform.
A spokesperson also said that ClassPass does not monetize concierge services.
“They are a way for us to offer our members additional services and help them discover local businesses,” the spokesperson said.
The owners of Pursuit Salon understand that, but said the platform needs to get approval from business owners first.
“It’s like DoorDash signs up a restaurant and asks to have food delivered that isn’t available, you know?” said Sternberg. “It makes no sense to us.”
They hope sharing their experience will raise awareness among other small business owners.
“Check you’re there,” Ratigan advised.
“If it works for you, you can sign up,” Sternberg added. “But if it doesn’t work, you probably need to get rid of it because you don’t want to get into these situations where people get mad at you.”
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