The Gym Group レビュー 

The Gym Group’s customer support is an absolute joke. Their AI bot is programmed to auto-close tickets the second they’re submitted, offering zero resolution and zero accountability. It is impossible to reach a human being; there is no live chat and no way to speak to an agent. The support portal is a convoluted, unintuitive mess that forces you into a loop with their useless AI. Even their phone line is a scam—it’s reserved exclusively for payment queries, and if you dare select any other option, the system instantly disconnects you. Pathetic service.

Josh (Greenhill) is an amazing PT !!! He really knows his stuff and is very professional. I truly recommend him !
Been doing PT with him for over a year now and I have seen undeniable changes in my body ! His approach to PT is very well thought, bespoke to you, progressive and massively delivers 👌
Now I look super toned, lost of lot of fat, built muscles and have very nice muscles definition ! Super happy! All the credit to him !

I paid my full membership fee for August 2026 and shortly afterward lost access to the gym. The app shows my account as "inactive," despite having a valid payment confirmation for the period.

I've reached out to resolve this but haven't had a satisfactory response yet. I'd expect a gym to at least investigate a billing/access error promptly rather than leave a paying member locked out. Happy to update this review if it's sorted out quickly — but as it stands, I can't recommend joining until they demonstrate they can reliably manage member accounts.

Absolutely terrible took my money for the month then denied me access to the gym ....then call them the only people you can speak with is accounts and their a 3rd party company literally daylight robbery so now i have to take more of my time emailing them...horrendous company will never use again.....please avoid this company

I have been unable to get in touch with anyone regarding this issue. I have tried contacting you through both the app and the website, but only receive automated, unhelpful emails that direct me in circles without providing a way to speak to a representative.

I was charged for more than five months of membership, despite being informed by the gym manager that I could not use the facilities until I provided a letter from my GP. I was assured by email that these charges would be reimbursed within 14 working days, but several weeks have now passed and I have still not received the refund.

It’s been great experience working in the gym!

Had a disagreement with one of the staff members who was rude to me first I replied rude and then got my membership cancelled. But was going to leave anyway because that gym is the Dirtiest I’ve ever seen also most lockers are all broken.

The Gym is very clean.I like spending time there.There are a lot of exercise machines there.I like spending time ,because I feel good there.

What a scam gym is that!!ridiculous !
I have cancelled my membersship 5 days before new payment date as they say to cancel to avoid direct debit.
Even after that payment was made .I am contacting evry other day by their shit query form no one is contacting after that.
Calling their shit customer care for hours but no one pick up the call.
Shit service ever.
Scamers!

1/5 stars, if i could give it 0 i would, extreme lack of equipment, for example it has 1 bench press for the entire gym, yet every machine is a few inches apart as there are so many, there are never enough plates as they are always being used no matter the time, and everything to do with the app/payments is deliberately difficult and confusing, you can not make any manual payments in the app or on the website? but if you miss a DD payment you are charged a £15 late fee every time? there is also no way to change the payment method, it says you can cancel easily any time on the website but when you go to the area that says "cancel account" it instructs you to contact your bank? - called the helpline and was told by the lovely gentleman on the phone that "it's not his problem as they are a third party company the gym group uses for help" absolutely rubbish company would never recommend to anyone

The encouragement someone gets by just reach the atmosphere of the gym, the welcoming staffs and people and the cleanliness of everything

Closed gym for 1 week for refurbishment and offered me alternative gyms over 90 minutes away from current gym.
No other alternatives provided in terms of goodwill and expects me to pay a full months membership for only 3 weeks of the building being open and 90 min journey to an alternative gym isn’t reasonable.
Raised complaint and got copy and paste responses that didn’t deal with my issue and was told to pay more to freeze my membership or I’d have to just deal with paying the same for a lower service.

They don’t care about their customers and will just take your money as long as possible.

Avoid at all costs as they will look to squeeze all they can out of you while providing the minimum service.

Signed up for a 12 month membership only to realise that if you use another gym that's a higher price you'll be charged it! It is hidden within the T&Cs which is really unhelpful and completely ridiculous, so much for an 'ultimate' membership - it's a scam!

Good luck trying to speak to someone who can help you, there is no customer service phone number. The one they advertise no longer works and the chat bot customer service help doesn't reply sometimes (even after hours of waiting!). They also tell you to submit a ticket via email, I'm still waiting to receive a response to.

Expect a chargeback, as I'm within the 14 day cooling off period.

If the stress of trying to actually join was a weight loss plan then I'd have reached my goal by now!!!

I have just joined the Wolverhampton gym.

Pros: lots of equipment, gym seems clean and tidy, I have only visited on a Sunday so I’ll wait and see what it’s like at peak times in terms of getting on equipment. Cheap membership prices. Easy enough to sign up and get the app.

Cons: my partner and I joined this morning, then tried to attend at midday. Neither of our PINs nor QR codes worked. Fine, I’m sure it’s just a teething issue, so we rung the bell for staff attention. Waited around 8 mins - no answers. I called the main number - it says their offices are closed. I then go on the website to the live chat function to get help.

We walked around Sainsburys next door whilst we figured this out. It took a number of times explaining to the bot what I needed, which infuriatingly it couldn’t seem to understand, until finally it gave me the option of “speak to an agent”. I selected this, and a full 15 mins later, I get through to Ellisha. She helpfully tells me she had reset my PIN and it should work in 20 mins. I said “okay, can you now do the same for my partner’s PIN” and gave her his email address. She tells me no, he must contact separately. I asked - “Why? He’s standing right here next to me. Happy to answer any security questions and I’m asking you to simply refresh his PIN - I’m not asking for any sensitive information, I’m not closing his account or doing anything that could be problematic. But you want me to disconnect from this chat, start a new one, wait another 15-20 mins for a human to connect to, and then a further 20 mins for his refresh to happen? That seems like a huge waste of time Ellisha given I’m standing outside the gym again at this point.”
“Sorry, he’ll have to contact us himself.” At this point, I’m considering cancelling my membership and I haven’t even entered the building yet. Absolutely abysmal customer service. I immediately reconnect to the chat bot and start the process again for my partner’s PIN.

We try our luck one last time at the door, and a girl with a day pass is also unable to get in. We’re all about to give up, when a member of staff sees us. He lets us in after checking we’ve joined the right gym (we had). And says “I’m leaving at 4pm so grab me before then to get out, I’m the only person on site today”. It’s only 1pm so we’ll be fine. We do our workout. I am responded to 20 mins later by Viktoriya on the chat. She takes forever in between replies so I just say “I’m in doing my workout now, to ensure I can get in properly next time, please just refresh my account when you see this.” And disconnected.

Then we try to leave around 2pm. The staff member is nowhere to be found. I search the gym top and bottom. Knock the various doors that could have staff behind them. The day pass girl is also trying to leave and is getting very stressed that she can’t. We wait at least 10 mins until he finally appears and lets us all out.

To say my first visit to The Gym Group Wolverhampton, and my first contact with the humans of their customer service, has been utterly dire - would be an understatement. We’ll see how we get on but I may well be cancelling soon.

Terrible customer service!
My daughter has tried multiple times to make contact to cancel her membership and no one replies, I assume because they want to just keep taking her money!!

Nice, clean, good condition equipment. Some wear is sometimes visible but they replace worn stuff frequently. Nice app too, they show when the gym is most busy. I go in the morning very early as I hate waiting for equipment and people waiting for me and it feels like I am frequently one of 5/6 in the massive gym.

I’m stood outside their gym in Plymouth. Signed up yesterday, and the 8 digit sign-in code they sent me doesn’t work. So I’m stood outside trying to get in and nobody pitches up for an hour.

I have tried to book a guest pass for someone that is included in my full paying membership. Zero contact and absolutely no way to speak to anyone. They ended up paying £14:99 just to train with me. It used to be so simple but obviously they don’t want anyone to get a free pass. If it costs too much just add it to the subscription cost don’t pretend that there are technical issues 3 weeks in a row!!!

Can’t get in touch with anyone. Tried via the app and website and you get an unhelpful email and notification that the query has been closed. Sends you around in circles and you can’t speak to a person. Cancelled my membership due to poor customer service and nothing to do with the gym/facilities.