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Business Profile

Online Education

Master Class

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Education.

Important information

  • Customer Complaint:
    Master Class came to BBB’s attention on February 2, 2019. A review of complaints was done in April 2025.

    BBB recommends users to review View Plans / FAQs and Terms of Service with special attention to 2.7 Refund Policy, 3.2 Fees, and 3.3 Recurring Subscriptions respectively. 

    For additional support, please visit Help Center.

Complaints

Customer Complaints Summary

  • 133 total complaints in the last 3 years.
  • 44 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 Master Class as a gift for Mother's Day. The recipient is unable to use the subscription. 14 days later I am requesting a refund and being told once the gift is redeemed, a refund cannot be provided. The advertisements on social media and Master Class indicate 'All membership plans come with a 30-day satisfaction guarantee.' Clause 2.7 in the Terms of Service does not mention anything about an exception to this guarantee for gifts nor does it warn about this before or at check out. This policy is not evident anywhere. The representative who responded to my refund request sent a snap shot of this policy which must be hidden somewhere on their website. This is deceitful and I am still requesting a refund.

    Business Response

    Date: 05/22/2024

    We are very sorry to hear about the gift refund denial that ********************* experienced. Per our terms of service we typically do not allow a refund once a gift has been redeemed. We can understand the frustration that ***** has experienced, and the MasterClass support team has followed up with ***** to honor a one-time courtesy full refund for the purchased gift. ***** should see the funds reflected back in the account charged within the next 5-10 days. We are standing by if any further assistance is needed. 

  • Initial Complaint

    Date:05/14/2024

    Type:Billing Issues
    Status:
    Resolved
    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 canceled my subscription over a month ago and was told I had access through May 13th 2024. Today I was charged for another annual subscription. They state there are no refunds and I never cancelled. I have once again cancelled my acct but they are refusing to refund me the erroneous charge of $256.80.

    Business Response

    Date: 05/15/2024

    We are very sorry to hear about *************************************** experience regarding her MasterClass gift membership renewal. ********* was able to work with the MasterClass support team to resolve this issue, and issue a full refund to the account charged. 

    Customer Answer

    Date: 05/16/2024

    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:04/14/2024

    Type:Product Issues
    Status:
    Answered
    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 April 11, 2024 my credit card was charged to renew a 1 year subscription fir $180.00. I didn't agree to this charge. I cancelled my subscription on the same day. I then requested a refund. They responded by saying they would not refund the whole amount but I could get a discount on the subscription and get 1/2 refunded. The orginal subscription was a gift and I didn't have time to use it like I had hoped. I don't want the subscription any more even at a discounted rate. I shouldn't have to pay any amount for an unwanted service. I have never had issues with any other company reguarding an auto renewal. They are not a good company to deal with.

    Business Response

    Date: 04/15/2024

    We appreciate *************************** raising their concern regarding the gift renewal charge. We always allow our members and gift recipients to manage auto-renewal within their account settings. We can understand the experience and the MasterClass Support team issued a full refund for the renewal charge on 4/14/24, and ****** should see the funds back in the account charged within the next 5-10 days. We are standing by to assist if any further assistance is needed. 

  • Initial Complaint

    Date:04/14/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 states on their website that you can receive a refund if you are not satisfied as long as you are within the 30 day period and its a new subscription. I have submitted a request and have heard nothing back after 7 days. ******* Submitted on 4/14/24 ******* Submitted on 4/7/24 Paid annually, subscription was purchased on 3/31. The content is sparse and Im not pleased with the content I did see. I also have concerns about the privacy issues with data sharing to Meta that I read about after purchase. I would like the full refund to be issued to my credit card.

    Business Response

    Date: 04/15/2024

    We appreciate ********************* raising the concern regarding the automatic renewal charge. We are very sorry for any inconvenience caused, and always allow our member to manage their upcoming renewals within their account settings. We recognize the confusion caused, and the MasterClass Support team issued a full refund for the renewal charge on 4/14/24, and the funds should reflect back into ******* account within the next 5-10 days. We have fully cancelled the membership so no further charges should be incurred. We are standing by to assist if anything else is needed. 

    Customer Answer

    Date: 04/17/2024

    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:03/11/2024

    Type:Product Issues
    Status:
    Answered
    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 masterclass previously. I received a charge from this company on an expired bank card. When I contacted them for cancellation and refund, they said they notified me of the renewal and would not issue a refund.

    Business Response

    Date: 03/12/2024

    We appreciate ******* elevating their concern regarding the MasterClass membership renewal charge. We always allow our members to manage their subscription and renewals within their account settings, and we apologize for any confusion caused. The MasterClass Support Team followed up ******************* and issued a full refund for the charge incurred. The funds should reflect back in the account within 5-10 business days of the refund date. We are standing by to assist if anything else is needed. 

  • Initial Complaint

    Date:02/22/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    my bank account has a charge of $180 charged on 2/21/2024, i canceled my renewal membership on 2/19/2024. I am asking for a refund for a membership that was cancelled prior to renal fees charged.

    Business Response

    Date: 03/04/2024

    We are very sorry to hear about ******************************* experience with the MasterClass renewal charge. The MasterClass Support Team has been in touch with ******, and issued a full refund for the renewal charge on 2/23/24, and the funds should be reflected back in the account within 5-10 days of the refund date. We are standing by if any further assistance i needed. 

  • Initial Complaint

    Date:02/16/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Had MasterClass subscription for nearly 2 years. When the service auto-renewed for the 2nd year (Oct 2023) I cancelled through the website thinking that the remaining balance would be refunded. I noticed on my credit card statements that I never received a credit for the unused funds so I contacted MasterClass. I explained that I no longer use the service and haven't in the last several months at which point they told me that I cancelled the auto renew subscription not the subscription itself (there is no place to cancel your current subscription online). Okay then prorate the remaining balance and sent me a refund, I was then told, via email, that nothing will be refunded because its outside of the 30 day trail period. Currently disputing through my CC company.

    Business Response

    Date: 02/22/2024

    We are very sorry to hear about ******************************** regarding the MasterClass subscription renewal charge. The MasterClass Support Team spoke with ***** on 2/16 regarding the charge and issues a full refund for the renewal. The funds should be reflected back in the account within 5-10 days from the refund date. We are standing by if any further assistance is needed. 

  • Initial Complaint

    Date:01/27/2024

    Type:Product Issues
    Status:
    Answered
    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 received an auto-renew notice via email from Masterclass on November 25, 2023 and cancelled my subscription that same day so that it would not auto-renew. I received email confirmation that it was cancelled. Then in January **** I noticed that I was billed 256$ for another year subscription on November 28th, 2023, three days after I cancelled my subscription. I reached out to Masterclass via phone and was told they would look into it and promptly received an email saying that a refund could not be processed due to it being outside of their 30 day window for refund requests. I have emailed twice since then providing proof (screenshot of the cancellation confirmation) that it was an error on their part and I should never have been billed in the first place. I have not heard back from Masterclass. Considering this is their error and the high cost of their product, I feel this should have been resolved the first time I called. As of now, I will be sharing about my negative experience with others and will caution them to not provide a credit card for auto-renew due to the unreliability of their system and their unwillingness to resolve this.

    Business Response

    Date: 01/29/2024

    We are very sorry to hear about ********************************* experience. We have reviewed *******'s account, and can see that the main account was cancelled on 11/25, however there was a gift that ******* purchased with the same credit card. Given the gift account remained active the charge incurred was for the gift renewal. The MasterClass Support Team recognized the confusion and issued you a full refund for the gift renewal charge. We apologize for any inconvenience caused and are happy to assist if anything else is needed. 

  • Initial Complaint

    Date:01/24/2024

    Type:Billing Issues
    Status:
    Answered
    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 December 11, 2023 I bought a 2 for 1 "free" membership where it was advertised as two memberships for the price of one. I was Billed $187.20 then and I was just billed $187.20 on January 19, **** without any authorization or notice other than PayPal notifying me that I'd been billed.I attempted to contact MasterClass and have now noticed that there is no way to cancel my account, or records of my billing on their website under an account section of any kind. This is very concerning to me as I did not authorized them to bill me once a month for an annual membership of any sort. I was ok with $187.20 for two memberships, but not $187.20 twice for an apparently supposed buy one get one free. There is no way to find out the clear, full disclosure on their website and I am not getting any help from the company. I am getting a lot of runaround......

    Business Response

    Date: 01/29/2024

    We are very sorry to hear about ******************************* experience with the subscription renewal charge. The MasterClass Support Team has reviewed the account and we apologize for the miss information provided when ******* originally reached out. It appears that the Support Associate ******* spoke with did not find the correct account to verify that it was cancelled, and as a result ******* was charged for the renewal. We are standing by to process a full refund for the change, but given a dispute has been filed we are unable to refund the money. We have reached out to ******* requesting that she withdraw the dispute, so that we can process a refund. We are standing by to assist and look forward to hearing back from her. 

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 has no easy or clear way to cancel subscription. Attempts at using chat said a customer rep would be with me soon, no response. An email was sent requesting help, no response. I just want to end my subscription because I can't afford it anymore. This company is a masterclass of the endless subscription scam.

    Business Response

    Date: 01/23/2024

    We are very sorry to hear about ******************************* experience in attempting to cancel the MasterClass subscription. It appears that ******** attempted to chat in after our business hours. The MasterClass Support Team followed up with ******** today (1/23) to confirm that we have cancelled the subscription on his behalf, and we're standing by if further assistance is needed. 

    Customer Answer

    Date: 01/23/2024

    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.if I was attempting to contact them "after hours" (noon on a business Monday) was the issue , than perhaps it would be recommended for the company to post business hours. Or even give an estimated response time. 

    Sincerely,

    ***************************

Master Class is NOT a BBB Accredited Business.

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