The Gym Group レビュー 

The customer support of this organisation is awful

Would love to give it a 0. Very poor experience in terms of customer service. Live chat doesn’t even work and has no transparency in terms of how long the wait is or how many people are in the queue. They froze my membership and didn’t even tell me via email and claimed to have. I have checked thoroughly and can’t see that they have and basically gaslit me. When I tried to raise a complaint the individual was being very rude and basically said there’s no dedicated complaints team but said that she can leave a note. Ironically, the complaint was about her and that I received no communication…the following day I receive an email update about this complaint turns out she also worked the complaint as well. It’s baffling to think they don’t even have a complaints or resolution department. The resolution was just her telling me I’m wrong and that there won’t be any compensation. Customer service is genuinely horrendous.

I have used this gym on and off for 9 years. Facilities are great and I didn't have a problem. Renewing my membership (I received no notification that it was expiring) I choose off peak as it appeared to be ok for me. It wasn't. There are several different off peak times on different parts of the website and the one I chose wasn't the right one, apparently. So I go to cancel, thinking that I will renew on an all access membership.

NO. Customer service is deplorable. Just finding how to cancel is a pain. AI is totally inadequate and I have not been contacted 'by a member of the team'. I wanted to just get the right membership and have now decided to cancel altogether.

Signed up to my local gym through work, and tried to go to the gym in the morning before going to the office. Pin code did not work and no one was on site to help, so had to leave without working out. Tried to contact customer service on the app, after fighting the bot that kept asking if I was a guest pass, and then was told they don't open until 1.30pm! Logged on later and was kept waiting for over 2 hours until they replied to my message. Then they told me they had to talk the the technical team and would email me. There has been no email. Currently trying to get a refund as they refuse to fix my access, so the service I am literally paying them for is unavailable to me.

Worst customer service EVER. Cannot cancel my membership through the app, had to fill in an online request form to be received at least 4 working days before payment due date - I gave 7 working days notice. Got a notification that a member of the team would get back to me shortly. 8 days later, no contact from The Gym Group and no cancellation, so I was charged another month's membership. I have spent the last 2 weeks trying to get a refund and as there is no contact number, I have filled in another 2 online request forms, sat for hours on the live chat with no agent picking up, emailed customer service 4 or 5 times, and submitted 3 complaints. As of right now, I've not received a single response from anyone at The Gym Group, not received a refund, nor has my membership been cancelled. I pay via a Visa card, not direct debit so will have to cancel my card to stop them taking another payment. I have never experienced such an awful service, how do they get away with it????

Dear The Gym Group Complaints Team,

I am following up on my previous contact regarding an incorrect charge of £23.99 taken from my account.

I have already raised this matter by email since 28/08/2026, but, unfortunately, I have not received a response or any confirmation that the refund is being processed.

As previously explained, I had cancelled my Direct Debit and did not authorise this payment as a new membership charge again. I am therefore requesting that the £23.99 be refunded to my original payment method.

Could you please review this as a priority and confirm:

• Why the £23.99 payment was taken
• Whether the refund has now been authorised
• When I should expect the funds to be returned to my account

I would appreciate a response and resolution as soon as possible. If the matter cannot be resolved directly, I will need to contact my bank to discuss the available options for disputing the payment.

I would much prefer to resolve this directly with The Gym Group.

Kind regards,

Andre

Clean, and tidy, worth the price, but their wifi is 2Mbps, there is a constant problem even at 30% occupancy. I notified them through their app and they didn't bother to respond. I wouldn't use their crappy internet anyway, but they are underground and there is no coverage. location Stockwell

Absolutely awful customer service. I was overcharged. Submitted a form on the website, got an automated response with some phone number which isn’t in service anymore. Replied to that email - no response for a few weeks now. Emailed the complaints team as well, they ignored my complaint too.

Payment taken...no manager called to meet and activate the pin..
The customer service takes ages to reply by chat
Very bad service

Good gyms, but canceling a membership sucks.

Do not sign up for their gyms, I signed up for the whitecity gym, they say the manager will contact you to activate your pin and give you a tour but they never have, everytime I go nobody comes to the door. I have had my membership for over 16 days and I can't get into the gym???? I have contacted their complaints department and they haven't emailed me back even that has been over a week. Just so disappointing I have been going to their gyms for years I moved house and clearly the manager of this gym doesn't care about her members which is a huge shame and reflects badly on the whole team and company.

I am disgusted with service I didnt get from the gym,I joined the gym 1/08/26 all went fine until the 25/08/26 I couldnt get into the gym it wouldnt accept my pin so I went to the app it said rejoin,I thought there was a glitch,I tried to look for one of the trainers but none didnt seem to be around.so I had to go back home,I tried to phone them but the number no longer exists apparently,I started a chat got no where.i sent an email waited a couple of days got no reply.i was angry,frustrated and disappointed,but the day after I got an email saying that they were aware there was trouble with the app etc however it has been rectified,that made me more angry cause i had been ill for a while so when I got better I had to rebuild my strength up again so I had to join again,but my last gym should've gone on until 01/09/26 but it didnt so I lost money and gym time 😡

Direct debit date changed without any notification, it bounced, have been trying to contact the gym group since 26.08 to pay,

No one answers emails, I have been on chat for hours waiting to speak with someone, still no response, raised a complaint,haven't had an acknowledged nor a response. They keep adding £15 fee on top of my normal direct debit eventhough the date change was their mess up not mine.

Its unacceptable customer service to a simple resolve.

I really don't know how else to sort this out. I am hoping this review will prompt some human connection and not a bot

⭐⭐⭐⭐⭐

Just wanted to give a little shout-out to Jimmy and the whole team at The Gym Group Five Ways Birmingham. Really good bunch of people and always happy to help whenever you’ve got a question or need anything.

I’ve been coming here for a while now and genuinely enjoy training here. The gym is clean, the equipment is well looked after and everything generally works as it should.

What I probably like most is the atmosphere. Everyone just comes in, gets on with their workout and does their own thing. You might see the same faces all the time without even knowing each other’s names... but there’s still that mutual respect. Everyone is there to train, no drama, no nonsense, and things just run smoothly.

We’re always quick to write a negative review when something goes wrong, so I think it’s only fair to give some credit when people are doing a good job as well. Keeping a busy 24-hour gym running, clean and organised can’t be easy.

So credit where it’s due — Jimmy and the team are doing a great job. Good gym, good atmosphere and a place I genuinely enjoy coming to.

Keep it up guys 💪

Hinckley branch. Been a member here a few years. They’ve just employed a parking company to deter rogue use of the car park, but restricted use to just two hours…my typical visit is 2.5 hours. Tried to contact the gym, not possible. Live chat in the app is an endless queue. Just popped into the branch, Saturday morning and no staff. I’ll be going elsewhere.
Remember gym membership is MY leisure time, charging me the same while effectively curtailing my use isn’t acceptable.

Couldn't sort somthing as basic as my login access for the app. Customer secice just wants to end the chat without actually fixing then when i pressed harder they said they'll
resync my app which never worked either.

Was trying to enter the gym today, one of the entry pods didn't work and people queing in the other. One of our pins stopped working between me and mrs I think due to us trying both on the faulty pod in birmingham with our seperate pins in selly oak gym.

Very disappointed with The Gym Group.

My gym access was suddenly blocked without any warning or explanation, despite there appearing to be no issue with my membership. I only discovered the problem when I arrived at the gym and was unable to enter.

The most frustrating part is the lack of communication. If there is an issue with a membership, customers should be informed in advance and given the opportunity to resolve it, rather than being denied access without notice.

This caused unnecessary inconvenience and wasted time. Customer service and communication have been extremely poor, and I am still waiting for a satisfactory explanation.

I expect much better from a national gym chain. Unfortunately, this experience has left me with a very negative impression.

Pin not working after joining ! What the hell is going on ??? No one to ring .. no customer service.

Pin hasn't worked since I joined last week. Been on the live chat for 2 hours with no response. By far the worst customer service I have ever received from a gym. Cancelled my membership. Avoid at all costs.

If your experience is “normal”, i.e. go to the gym, and pay monthly, then you’ll probably be fine. However, if your experience in any way deviates from the norm and you have to contact customer services then you will run into issues.

I’m recovering from surgery and need two months off. I made use of the one free month freeze allowed, which was great. However, towards the end of the free month I began investigating how to extend my freeze. I discovered that the membership area that included payment and freezes was no longer accessible to me on the app. This area of the app only became available again once my freeze ended, which was also my next payment date when I was subsequently charged my normal monthly fee for a month that I could not use. This made no sense to me: how can I extend my freeze if you remove access to this part of the app until the day you charge me again?

When I enquired with the Gym Group via their live chat, after battling through their crappy automated response bot, which only puts you through to a real human if you tell it you want to cancel your membership (seriously, don’t bother trying to talk to the bot, just say ‘cancel dd’), and then waiting at least 4hours to eventually chat to someone, they confirmed that consecutive month freezes were not possible.

So if you think you’ll need consecutive months off (for whatever reason), you’re better off saving money by cancelling your membership and rejoining when you need to.

Their customer service tactic appears to be to make themselves as un-contactable as possible. And then when you do get into the queue for a real human, to have you waiting for so long (literally hours) that by the time they respond you’re no longer there and you’ve been logged out of the app.