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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:12/31/2023

    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.
    Charge appeared on **** account for unsolicited membership.

    Business Response

    Date: 01/03/2024

    We are very sorry to hear about *************************** experience with the gift membership renewal charge. The MasterClass Support Team worked with ******* to address the renewal charge concerns. A full refund for the charge was issued on 12/29/23, and the funds should be returned to *******'s account within **** days from the refund date. If any further assistance is needed we are standing by to assist. 

    Customer Answer

    Date: 01/04/2024

    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:12/29/2023

    Type:Sales and Advertising 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 12/25/22, I gifted my father a Masterclass subscription, during a BOGO promotion, and paid $240. I paid with a credit card that I did not authorize to be kept on file (and confirmed within my account that there's no saved payment information.) Soon after, we both realized there wasn't much we were interested in and didn't access any of the content. Fast forward to 12/25/23, and not only was I charged a $240 renewal fee, but so was he! Immediately, I emailed customer service and requested a refund. Considering that their refund policy is 30-days, you'd think it would apply. A day later I received a friendly reply that requested confirmation of my billing info and email, and heavily suggested that would be all that's needed to process my refund. However, today I received a second email stating that since I was reminded of the auto-renewal on 11/25, and they "didn't hear back" from me, all they're willing to offer is a "one time, 50% discount on my membership." I've searched through my entire email, spam, trash, and archived mail and confirmed that I never received anything that even slightly resembled a notice that they'd be charging a credit card that I never authorized them to keep on file, so how would I have had the chance to reply back? And if you supposedly "didn't hear back," and I haven't logged in, maybe take that as a sign.Additionally, apparently the 30-day policy only applies to new memberships, and since this was an unexpected renewal of a service I haven't even used, it's not applicable.Their business practices are sneaky and dishonest at best, and honestly better described as predatory. My father is also FURIOUS that he'd be charged such an insane amount for a subscription he never ended up using and also is sure he didn't receive notice of renewal. I highly recommend not doing business with them, unless you'd like surprise charges on your credit cards right in the middle of the holidays.

    Business Response

    Date: 01/04/2024

    We are very sorry to hear about ****************'s experience with the gift renewal charge. The MasterClass Support Team has been in touch with ***** and a full refund for the renewal charge was issued on 1/3/24. ***** should see the funds reflected back into the account charged within **** business days of the charge date. We are standing by if any further assistance is needed.  

  • Initial Complaint

    Date:12/28/2023

    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 12/25/2023 I was charged for a renewal of a subscription I purchased for someone as a gift. I never received the supposed notice of subscription renewal. The same day I was charged, I sent a message disputing the charge and was offered a 50% discount for a service I havent used in months, rather than a full refund. I would like to see a refund in full.

    Business Response

    Date: 01/02/2024

    We are very sorry to hear about ************************* experience with the renewal charge. We always allow our members to manage/cancel their subscription within the account settings. I have reviewed ******'s account and it appears that the MasterClass Support Team issued a full refund on 12/28/23 as requested by ******. The funds should reflect back in the account charged within **** business days from the refund date. If any further assistance is needed we are standing by to assist. 

  • Initial Complaint

    Date:12/28/2023

    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.
    I was charged $196.20 on December 24, 2023. My account was auto renwewed and I did not get notification. I have cancelled the service, don't have it anymore, and don't want to pay for it. I asked for a full credit and was told I could only get a partial credit. I want a full credit.

    Business Response

    Date: 01/02/2024

    We are very sorry to hear about ********************************* experience. Our members always have the ability to manage/cancel their subscription within their account settings. After reviewing *********'s account we can confirm that we have issued a full refund for the renewal charge on 12/27/23, and the funds should be reflected back in the account charged within **** business days from 12/27. If anything else is needed the MasterClass Support Team is standing by to assist. 

  • Initial Complaint

    Date:12/25/2023

    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.
    On December 13th, I bought an early Christmas present for my wife: a duo MasterClass subscription for herself and me so we can learn acrylic painting together. I had multiple searches to learn painting and MasterClass was the name that kept popping up (see advertisement image attached) and it appeared to have the class that I wanted. Upon the initial payment and setup, the ** was very restrictive, so I decided to wait for my wife to do all of the setup and then find our class. They have a 30-day satisfaction guarantee and also a 30-day return policy. They don't clearly mention during the purchasing that once something is gifted, it cannot be refunded. Otherwise I would've looked on my laptop with my wife first.On Christmas (this morning), my wife signed up and we both looked for the class, which did not exist on the platform. I decided we'd have to refund it and find a class elsewhere. That's when I started a chat with ******** (see HusbandTranscript.txt). After spending time with him, I was informed that my wife would have to do the cancellation. I had my wife do it on her phone (see WifeTranscript.txt). After all was said and done, they claimed they don't do refunds once a gift is redeemed. The gift was redeemed for about 10 minutes when I started the conversation. We have no use for this site, which we believe lied to us about

    Business Response

    Date: 01/02/2024

    We appreciate ***************************** sharing the concern regarding the gift refund. It appears that ****** worked with the MasterClass Support Team, and we issued a full refund for the purchase on 12/26/23. The funds should be returned to ******'s account within **** days from the date refunded. We have shared ******'s feedback internally regarding the class confusion, and it is our hope that no other customer has a similar experience. We are standing by if further assistance is needed. 

    Customer Answer

    Date: 01/02/2024

    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:12/25/2023

    Type:Sales and Advertising 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.
    Renewal practices are deceptive and dishonest. Tried to cancel on app, redirected to website to cancel under settings. Settings tab on website redirects to the app. Basically a loop between the app and website where you cannot cancel.

    Business Response

    Date: 01/02/2024

    We are very sorry to hear about ***************************** experience attempting to cancel the MasterClass subscription. Our Member Support Team corresponded with ***** and issued a full refund for the renewal charge on 12/25/23, and the funds should be returned to *****'s account within the next **** business days. We are standing by if any additional assistance is needed, and provided feedback regarding the cancellation loop that ***** experienced.

  • Initial Complaint

    Date:12/24/2023

    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.
    YT masterclass scammed me last year and i told them i never want to do any business with them ever again but now 1 year later they again tried to charge my bank account I had chase close my account, Buy why are they still trying to stael from me ??

    Business Response

    Date: 01/02/2024

    We have reviewed the complaint from ********************, however this complaint is not associated with MasterClass. We are unable to locate any account or charge for ****, and YT MasterClass is different company or product. We are incredibly sorry to hear about ****'s experience and would gladly assist if **** was a member of ours, however we do not have any information for **************** 

  • Initial Complaint

    Date:12/22/2023

    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 signed up for masterclass through the Apple Store and after a couple months of not using it I cancelled a renewal. However, one year later they went ahead and renewed my membership with no authorization on my part. They are pathetic and every person that participates in the app should feel disgusted with their business practices.

    Business Response

    Date: 01/04/2024

    We are very sorry to hear about ************************* experience with the renewal charge. The MasterClass Support Team reached out to ***** on 1/2/24 offering a full refund for the charge incurred. We are standing by to assist if anything else is needed. 

  • Initial Complaint

    Date:12/22/2023

    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.
    12/5/2023 I subscribed to Materclass where the website stated 30 days money back guaranteed through Apple Pay. 12/06/2023 the very next day I requested a refund within the trial period. 12/07/2023 got rejected from the refund the request.Then I contacted master class they said I need to request refund from Apple because I paid through them. Apple rejected again. Contacted Master class since they are the ones who promised 30 days money back guaranteed. They said there is nothing they can do.12/21/2023 Mater class cut off my access to use the app out of nowhere and emailed me that they issued a refund. I lost my access to the app, and didnt get any money since master class doesnt have my payment information. Basically, I paid $196.16 through Apple Pay and have no access to the app at this point. The information on the website from masterclass is misleading and I got scammed and robbed. Please help.

    Business Response

    Date: 01/05/2024

    We are very sorry to hear about ***************************** experience with the charge. Upon checking the account we were able to confirm that the purchase was made through the Apple iOS charge, and therefore Apple is responsible for refunds. The MasterClass Support Team reviewed the account and it appears that Apple processed a full refund back to *******, and the funds should be reflected back in the account charge shortly after the refund date. We are incredibly sorry for the inconvenience caused and are standing by if any further assistance is needed. 

    Customer Answer

    Date: 01/05/2024

     
    Complaint: 21044824

    I am rejecting this response because:

    After Apple issue a temporary refund I was charged again. 
    Sincerely,

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

  • Initial Complaint

    Date:12/19/2023

    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 purchased a Masterclass subscription for my children on December 2021. I called in December 2022 to cancel it and I assumed that that happened. Then last week, December 2023, I found that not only had my subscription not count canceled in 2022 but they charged me $180 December 2022, and another $180 in December 2023. I reached out to them And asked for a refund I spoke with several people, I mean several people! Today I received a notice that I dont qualify for a refund because I didnt ask on time. The email that they have on file which is *************************** is no longer in existence so I never received the notifications. I cant imagine such a large business keeping money from somebody when it was a law firm mistake on their part not on mine.

    Business Response

    Date: 12/20/2023

    We are very sorry to hear about ********************************* experience. We always allow our members to manage their subscription renewals within their account settings. The ********************** support team has been in touch with ***** and confirmed that we will make a one-time exception and honor the refund request for the 2022, and 2023 renewal charges. We have issued a full refund for both of the charges and ***** should see the funds back in the account charged within the next **** business days. We are standing by if any further assistance is needed. 

    Customer Answer

    Date: 12/20/2023

    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,

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

Master Class is NOT a BBB Accredited Business.

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