The Gym Group レビュー 

The gym itself was actually pretty good, but honestly, what is the point when the customer service is this bad?

I cancelled my membership and got confirmation that it was cancelled, yet they STILL took money from both my account and my partner’s account. It’s now been over a month and I’m still waiting to get my money back.

I’ve contacted customer service multiple times, sent proof of the payments, chased them up again and again, and it feels like nobody actually cares or wants to take responsibility. Every time I contact them, I’m basically starting from scratch and having to explain the same thing all over again. How hard is it to refund money that shouldn’t have been taken in the first place?!

The lack of communication and actual customer service is honestly ridiculous. You shouldn’t have to spend weeks chasing a company for your own money after you’ve already cancelled and received confirmation.

Whilst the equipment is good and most staff are lovely, the customer service is useless. It is difficult to get in contact with anyone, with it sometimes taking hours for anyone to respond on the web chat. Furthermore, I have repeatdely been quoted timeframes for a response which have never been met. I have been contacting custiomer service for several weeks and I'm still no closer to having my issue dealt with.

I signed my twin boys up for an over 14 gym membership at the Sittingbourne gym at swallows leisure centre it has been excellent for them for the last year and a bit. I can't fault any of the staff, the guy that did the induction day was brilliant and my boys have had an all round positive experience. Now my boys are moving on and have started a 6th form in a different area, so no longer required their membership. It seems that given how punctual you need to be with cancelling, more seem to make it as difficult as possible to do this. I received one email back explaining that my boys needed to cancel their membership via their own email addresses, which they did and have not had any correspondence for just over a week. I have phoned the number to speak to someone about cancelling and have been placed on hold for up to 45 mins every day for the last week. This has been extremely frustrating as I do not want to pay another month when my kids won't be using the gym and I'm trying to get ahead of being charged. I have had no alternative but to cancel my direct debit, I'm in no mans land on this and can't waste anymore time trying to speak with someone to cancel.

Unfortunately, this kind of customer service is unacceptable and can potentially cause a lot of stress for people when money is a bit tighter these days.

I'm hoping they don't reinstate the direct debit as I will be furious considering I tried for a whole week to contact them. I'm self employed and don't have the time to sit on the phone all day trying to cancel a gym membership. Such a shame a positive experience on one side was working well and let down by the administrative side.

In a bizarre coincidence, I received an email shortly after submitting this review with helpful information and letting me know things have been resolved. I'll increase my score to 3 from 2 for that. Still much more improvement needed regarding other contact options though.

The Gym Group Watford

I’ve had an amazing experience at The Gym Group Watford. The atmosphere is really welcoming, and the equipment is top-notch. I especially want to mention Matt—he is incredibly knowledgeable, he took the time to answer all my questions, and he really helped me. I’d recommend this gym to anyone!”

Worst customer service I've ever received. Cancelled my membership got an automated reply telling me that the email does not confirm my membership has been cancelled, like what? someone gets in touch 2 weeks with a reply saying that my membership is now cancelled and told me that I would take another two weeks to get a refund. Phone line doesn't work anymore. Waited for hours to speak to agent on live chat and had to close chat cause 2 hours is long enough. Instagram and X don't reply back to inbox. What a joke.

The Gym Group decided to disable my account, didn't tell me why and now I have to pay the admin fee AGAIN to rejoin the group. There is ZERO customer service here, the number outside the gyms don't even work. Emailed them multiple times and I got n automatically response saying that my query has been resolved. Just wondering if they could do this at anytime and just get away with it. Maybe the FCA would like to hear about it.

The Gym itself, equipment and staff are great.

Impossible to unsubscribe from their communications. They just keep sending you emails.

Customer service is terrible. I had an incident where stuff was rude with me and then most likely not on purpose locked me inside the gym by canceling my pin while I was still inside. And even though interaction was in full view of one of the cameras the customer service never admitted their mistake.

I work out in this gym for lack of option, I do not like it, the staff is super poorly educated and does not solve anything, and the support even solves problems more you will always lose, I opted for the membership of their "Water," and spent 2 weeks trying to cancel through the app and the option did not appear, so I had to cancel talking to the support, but I still discounted and even paid the month I could no longer use because I had canceled, other people also reported the same problem, that is, they. They offer a month of free water but you can't cancel without first having to pay.

The best Gym in Coventry! 💪😉

The staff are rude, impolite, unprofessional, argumentative and lack basic health and safety knowledge.
I requested that each machine should have disinfectant wipes so dangerous bugs don’t spread to other members. Ms S who was in charge today at the help desk, started an argument with me that disinfectant wipes or sanitizers are not the law? When I showed her the rules on health and safety that make disinfectant wipes and sanitizers an important amenity that must be provided by the gym; she started finding faults with the rules and deflected responsibility or admit to her ignorance.
The staff are illiterate and the gym and toilets are filthy. This is like the third world gym from the ghetto.
Terrible and dirty.
I wish I never joined.
Now they are being difficult when I ask for a refund and cancellation.
The customer service is very poor.
There is no number to call.
The messages and tickets takes 5 working days to sort out.
Worst company with zero quality and no manners.

Trying to cancel membership is more difficult than it should be. Strangely enough my pin isn't recognised when I try to submit the cancellation request even though it has been checked numerous times and when I try to retrieve says there is an issue and to contact you, which is nigh on impossible. I just want to cancel!!

I have been a member of the gym a few years now, and use the gym 3/4 times a week. However a few weeks ago I received a message on my bank statement requiring direct debit from a gym I didn’t recognise the name of? So I cancelled the direct debit. I then wondered if the gym was acting under another name? I looked on line for a phone number, NO PHONE NUMBER!! The next day I mentioned it to one of the O/T’s in the gym. He told me not to worry about it. I continued to use the gym and then had a weeks holiday, when I tried to enter the gym on my return I couldn’t gain access, my membership had been cancelled. When I went into the gym app on my phone it was asking me to rejoin, which I didn’t mind doing, what I was annoyed about was I had to pay another £15 rejoining fee! I thought this was very poor as you have no way we can contact you and I did report it to one of the O/T’s. I think this is just a way to make more money out of people, who are already finding it hard to manage with the cost of living!! I paid a months membership £18.99 plus £15 rejoining fee.

Contacting them is not possible. Have never experienced so many difficulties to contact customer service. Bot chat repeats the same answers for query. Phone number to solve issues fast is not available. Gyms are not clean. Lots of dust on equipment.

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