Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2 September 2025 my credit card was charged $120 by MasterClass on the renewal of the annual subscription. I barely used the service in the first year so I had turned my auto-renewal off, however I was still charged. When trying to resolve this incident and asking for a refund I found NO CUSTOMER SUPPORT contrary to what it says in their website: (a) the phone number is a recording directing you to the live chat, (b) the live chat takes you to the **** and ends there, (c) the ********************************** email is managed by AI and will send you a generic response, and when you ask that the case is escalated to a supervisor or transferred to a human, they stop replying (now for 3 days and after several follow-up emails). Basically, it is impossible to reach anyone to resolve this matter. I am now filling this complaint here and filling a refund request with my credit card for an unauthorized charge.

  Business Response

  Date: 09/09/2025

  We are very sorry to hear about ***** experience with the MasterClass subscription renewal charge. The MasterClass support team has followed up with *** to confirm that we have cancelled the subscription and issued a full refund for the charge incurred. The funds should be reflected back into the account charged within 5-10 business days. We apologize for the inconvenience and appreciate ***** willingness to work with us to get this resolved. We are standing by to assist if any other questions come up. 

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 4, 2025, I was charged 360 BGN (approximately USD $200) by MasterClass for an initial subscription purchase. Prior to this charge, I had already cancelled my subscription and even deleted my ****************************** clearly states in its own Terms of Service and *********** that initial purchases are eligible for a 30-day satisfaction guarantee and can be refunded. Renewal charges are non-refundable, but this was not a renewal it was an initial purchase.Despite this, I have not received a refund. I contacted support, but my issue has not been resolved.Resolution Requested:I am requesting a full refund of 360 BGN charged on September 4, 2025, in line with MasterClasss own published refund policy.

  Business Response

  Date: 09/05/2025

  We are very sorry to hear about Tsvetomira's experience with the MasterClass subscription charge. This is not the kind of experience we want for you or any other customer. The ********************** support team has issued a full refund for the renewal charge, and the funds should returned back to the account charged within 5-10 business days. We apologize for the inconvenience caused and are standing by to assist if anything else is needed. 

  Customer Answer

  Date: 09/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********** ******

• Initial Complaint

  Date:09/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 2nd, 2025, MasterClass charged me $192.60 for a renewal I did not authorize. Their own policy states they will send a 40-day renewal notice before charging I never received any such notice.I did not want to renew. When I tried to resolve the issue, I was only given access to a chat bot, not a real person. The bot told me that if I canceled my renewal for 2026, a refund for the 2025 renewal would be processed. I followed those instructions, but no refund was ever issued.This feels misleading and unfair. MasterClass failed to provide the promised notice, misrepresented their refund process, and limited me to automated responses instead of live support. Based on the many similar complaints already filed on this BBB page, this appears to be a pattern of behavior rather than an isolated case.I am requesting a full refund of $192.60.

  Business Response

  Date: 09/03/2025

  We are very sorry to hear about ***** experience with the MasterClass subscription renewal charge. We allow our members to cancel their auto-renewals at anytime within their account settings. We understand the frustration and inconvenience caused, and have reached out to ***** to confirm that we have issued a full refund for the renewal charge. The funds should reflect back to the account charged within 5-10 business days. We appreciate ***** patience and allowing us the opportunity to get this resolved. We are standing by to support if any other questions come up. 

  Customer Answer

  Date: 09/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Auto renew was buried and hidden in the T&C. And then their online policy refutes any attempt to recover a renewal fee. Website has no access to appeal or even find a pathway to a human to start the conversation. In the 2025 workspace, this is unethical and immoral. Working it through my credit card company as well but fighting it here at BBB since no one else should lose the battle I'm most likely to lose. Buyer beware! Unethical firm leveraging good thought leaders in ways I'm sure they aren 't completely aware of. disgusting would be an appropriate word. But keeping fees low enough that few will complain and thus they slide under the radar. Disgusting - yep, that's a repeat.

  Business Response

  Date: 09/03/2025

  We are very sorry to hear about ********* experience with the MasterClass subscription renewal. The MasterClass support team has followed up with ******* to confirm that we have issued a full refund for the charge. The funds should reflect back in the account charged within the next 5-10 business days. We are standing by to assist if anything else is needed. 

  Customer Answer

  Date: 09/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:08/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Master Class subscription as a gift on June 10, 2025. The recipient was never able to access the material. I emailed requesting a refund numerous times. However, ever since initial contact with Master Class, all I was given was the run around from agent after agent giving me the same advice on how to log in. I informed Master Class repeatedly that the advice was not working, and kept requesting a refund. The result? More advice on how to log in. 15 emails later, still no resolution. Master Class claimed that the account was accessed; it was not. I am turning here as a last resort.

  Business Response

  Date: 09/03/2025

  We are very sorry to hear about Claudia's experience with the gift that they purchase and the redemption issues that the recipient experienced. The MasterClass Support team has reached out to ******* and confirmed that we have issued a full refund for the gift purchase. The funds should reflect back to the account charged within the next 5-10 business days. We are standing by to assist if anything else is needed. 

• Initial Complaint

  Date:08/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a single cooking class and they had very misleading billing - they advertised a monthly price of less than $20 and charged a yearly charge that was much higher. I tried to reach a person to get a refund and it was impossible to reach anyone. I received a generic response that I couldn't cancel and a link to a contract that I had never seen before. I never used the service again. A year later I was charged again over ******. I had no idea I was enrolled in a subscription. I couldn't find any subscription in my emails or my apple subscriptions. I had no way to cancel. The day I was charged the second time, I emailed the company stating that I was unaware of an annual subscription and did not authorize this. I again was unable to reach a human just AI responses, informing me to go to my account to cancel. I did not have an account and had deleted the Ap. It is impossible to talk to someone and I now I have to fight the unauthorized charge through my credit card. The site is convoluted and they have deceptive billing practices.

  Business Response

  Date: 08/05/2025

  Were very sorry to hear about Krystens experience with the recent MasterClass subscription charges. Our Support Team has already reached out to confirm that were processing a full refund. The refunded amount should appear on the original payment method within 510 business days.
  Please dont hesitate to reach out if any further assistance is neededwere here to help.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - On 7/3/25, a review of my bank statement revealed a $240 renewal fee from MasterClass. My renewal expired in May. I begin receiving notifications that they were attempting to renew; however enrollment would automatically cancel if I didnt pay in full. - When I logged into my account and immediately received the attached message notifying me that "we needed to cancel your Masterclass account..." Further, the message clearly stated: "...if you would like the account reinstated, just let us know by sending an email to us." - I reiterate: MC notification stated they CANCELED my account. They instructed me to send an email IF you would like the account reinstated. - MC canceled my account; then later debited and reinstated my account. I did not email them to reinstate. This action is unethical; borderline criminal. - First attempt at Resolution was via chat; chat concluded with , I cannot process a refund. Would you like me to connect you with a specialist who can further review your account history? - On 7/5/25, I received an email from Shahwar stating my membership has been reinstated and, while Im free to cancel, he was unable to refund based on policy. - On 7/8/25, I replied to Shahwar requesting a full refund of my $240. My request is based on the fact that MC debited my account AFTER closing it! Their notice specifically stated my account canceled and an email from me needed to reactivate. Their action - and subsequent hiding behind refund policy - is unethical and unacceptable. To make matters worse, my account was monthly; to billed annually is again, unethical. I am demanding an immediate full refund of $240. An apology not necessary as it is clear to me this wasnt a mistake or error; it is a calculated move that unfortunately reflects negatively on the Instructors who provide an exceptional product to learners. Unfortunately, they are unequally yoked to a greedy, unethical Operations.

  Business Response

  Date: 07/14/2025

  We are very sorry to hear about ******* experience with the renewal charge. The MasterClass support team has been in touch with ***** and has confirmed that we issued a full refund for the charge and the funds should be reflected back int he account charged within 5-10 days form the refund date. We apologize for the confusion and inconvenience and are standing by if any additional assistance is needed. 

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MasterClass stored my credit card information and charged me for a "membership renewal" without authorization. No warning, no confirmation, just a $240.00 charge on my credit card. I know this isn't a subscription because it does not show up in active or inactive subscriptions, even though it says "manage subscriptions" on the App. The ** bot said it canceled my "membership" which will change from MasterClass Family, to MasterClass Family in June 2026, which doesn't make any sense. It also states no refunds. Thus, this is a dishonest business that steals money.

  Business Response

  Date: 07/07/2025

  We are very sorry to hear about Melody's experience with the MasterClass subscription renewal charge. The MasterClass support team has confirmed with Melody that we have issued a full refund for the charged incurred. ****** should see the funds reflect back to the account charged within 5-10 business days of the refund date. We are standing by if any additional assistance is needed.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is attempting to charge me a substantial amount ($240) with no notice of auto renewal prior to the deduction, no use of the product by me for multiple years (ever, actually), and no convenient opt out. My bank card has changed, too, so they should be unable to continue charging me. In fact I never subscribed to their service but got it as a gift.

  Business Response

  Date: 07/07/2025

  We are very sorry to hear about ******** experience with the MasterClass gift subscription renewal. The MasterClass Support Team has reached out to ****** to confirm that we issued a full refund for the gift renewal charge, and the funds should reflect back in the account charged within the 5-10 business days of the refund date. We are standing by and ready to help if any additional assistance is needed. 

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription prior to renewal period. Company will not allow you to remove payment information that is on file. I am now receiving daily notifications that Masterclass is attempting to charge my card to auto renew my subscription. I have responded to emails with Zero assistance. My payment information needs to be removed and my account deleted.

  Business Response

  Date: 06/12/2025

  Were very sorry to hear about Blairs experience with the attempted MasterClass subscription renewal charges. Our support team has followed up with ***** to confirm that the credit card on file has been removed and the account has been fully canceled. This will prevent any further reminder emails related to the lapsed subscription.
  Additionally, weve provided ***** with instructions on how to submit a request for full account deletion, should they wish to proceed.
  We sincerely apologize for the inconvenience and are here to help if any further assistance is needed.