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Business Profile

Clubs and Organizations

Soho House

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clubs and Organizations.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/19/2023

    Type:Product Issues
    Status:
    Unanswered
    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 am a part of a membership club called Soho House which has three locations in **. For the membership, I pay quarterly payments of $898.22 and due to pandemic in 2020, the organization closed their facilities. During this time, due to the closure and payments already received, they issued $441.75 in credit in 2020. We were informed that credits could be used for food and drink once the place reopens. However, I paused my membership until June 2022 given the Covid waves and to take care of my family. During this pause, you do not have access to the facilities and you do not receive any notifications from the establishment outside of reminders about when your membership restarts. Given this,, I could not use the credits that were a result of the closure and my already deducted quarterly payment. When contacted in Dec 2022, I was informed that my credits had expired and that an email was sent. I informed them that my membership was paused so I could not receive any emails from the organization. I was told by the membership admin that the Head of Memberships, who is ************************* would contact me, however, I have yet to receive any email. Instead, I was retold that my credits could not be honored as they were from 2021. This practice where I was not notified of the credits expiry and the fact that due to my membership pause, would have been unable to use them is very predatory. What I am looking for is for my credits to be activated as I paid for the services of the club but was not able to use the club until June 2022.Please note my membership number is: ***********. I have been in contact with ***** thus far.

Soho House is NOT a BBB Accredited Business.

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