Ten Health & Fitness Reviews 

Public Health Hazard - Hatton Garden

Be warned, this “health club” is based in a water damaged basement with no windows and poor ventilation!

I am natural health practitioner, working with clients who suffer from chronic fatigue – for anyone who does not know what this is, it’s extreme fatigue which can last for decades. It's often due to environmental exposure to heavy metals, mold, or other environmental pollutants, and is incredibly difficult to treat.

During my second visit I noticed that the hallway floor was damp and spongy, which suggested that the building was suffering from water damage that needs to be addressed. When I asked about this, adding that the building smells of damp, one of the team members grimaced and nodded her head.

I raised the issue with management on 1st September 2022, along with several other issues, however, I’ve had the misfortune of dealing with an unhelpful team of people who have no real care or regard of my custom.

I purchased an unlimited package, however, after my second visit I was unable to make the class – when I tried to cancel, I saw a message saying I would be charged £15.00, and did I wish to proceed? This was at 10am and the class was at 6pm, so I ignored it thinking it doesn’t apply to me since I had pre-paid for an unlimited package. However, £15.00 was debited from my card, so I went in to ask to see my contract and was told that it is written on the websites T&C’s.

This surprised me as no one mentioned that there is a 24-hour cancellation period or a £15.00 penalty when I signed up, and the T&Cs were not sent to me. I was also not told that I would not be allowed to enter a class without grip socks which cost £14.00 – the reception team seemed happy to tell me that they are cheaper on Amazon, however, it would have been helpful to tell me that they were required upon joining, along with the 24-hour cancellation fee and £15.00 penalty charge.

As a side note, I am also a member of Gym Box which is 5 mis walk from Ten Health Fitness – they have a one-hour cancellation period, and a 3-strike ban preventing you from booking a further class, which ends within a month, (you can still attend a class, you just can’t pre-book), so this 24-hour cancellation notice, and £15.00 penalty really took me by surprise.

The gym agreed to refund the £15.00 as a gesture of goodwill on 6th September, and my money paid for unused classes – it took 3 weeks to receive the £15.00 and 6 weeks later I am still playing email ping-pong whilst waiting for the remaining balance. A quick look at their accounts on Companies House shows that they are in dire straights!

Moral of the story, if a gym doesn’t offer you a contract or highlight their T&C’s they can change the T&Cs at their discretion and charge you without notification. If a gym has poor ventilation, or any signs of water damage or smell of damp do not enter!

I am hopping that this gym will eventually honor their word, in the meantime, I’ve raised the issue with the Citizens Advice Bureau who also contacted Trading Standards.

I bought one month for 7 pilates classes in Mayfair studio in June for £135 and finished the package.
Then I saw £135 out of my account in August. I called up Ten and asked, the person who picked up the call said he would contact his office to set this straight as the Mayfair studio is closed from August and this shouldn't happen. I waited but didn't get my refund so I emailed them a couple times, also dispute with my bank.

Yet, somehow they told my bank that I bought 3 months membership and they won't refund the money.

Firstly, if it was really 3 months membership (which it wasn't), then they would have taken the money in July, when my first month ends in June.

Secondly, I bought for Mayfair studio and the studio closed in August. Should they ask the customer if they want to continue to join other studios before charging them? They didn't contact me and just charged me in August for £135 without an explanation.

I think this is terrible customer service but also rip off when you charge someone without providing them the service and without notice.

*** An update:
A customer service person from Ten Health said that they would refund after my complaints. However, until today 28th Novermber 2022, I haven't received any refund from them. I emailed her but no reply.

So poor! If I could give less than 1 star I would have. The receptionist is awful and there is absolutely no understanding from their behalf. I was looking for where the "gym" was and when I finally found it, the receptionist said that regardless of the fact that it was my first time, that I have already paid for the class and the fact that I was already dressed for the class- she will not let me in as I was 1 minute late after their 5 minute policy (i.e. 6 minutes late). Of course they not only did not let me attend the class, they did charge me and they did even consider the possibility of allowing me to reschedule the class. The service is so poor and the receptionist staff is clearly lacking any humane attitude and competency to be in this position. Since I work in the City, I could have been a potential client for a long time, however, with this kind of attitude and lack of understanding, I will never go back there.

AVOID THIS PLACE!
I signed up to a reformer pilates Sunday class in your Mayfair club. I booked it on Saturday night as there were available spaces. Somewhere I understood but I also found a bit strange that I couldn't book an intermediate class without doing a beginner class first. When I arrived to the location, the girl at the reception (who was the instructor) asked me if I brought grip socks. Before booking a class it was never stated or flagged that I need to prepare grip socks! I have done reformer pilates before and I was barefoot, it was never a problem. The girl offered me to buy your £12(!!!!) grip socks. I was shocked! I told her that she cannot be serious. After paying £30 for one 60 minutes class I am not going to spend another £12 ON SOCKS! First I asked if I can get a refund and then I asked if they have the grip socks in size small. They ran out of sizes and I told her I am not going to buy a pair of grip socks for that amount that's not even in my size!
At the end I was okay to do the class in my own socks. The class was below average, I am not even sure if the girl was an actual certified pilates instructor. She hardly mentioned anything about breathing - when to breath out and breath in. As far as I know it's an essential part of pilates. She hardly acknowledged me, I had to ask her regarding my posture if it was correct. It was only the five of us so she could have corrected everyone in the class, she was more occupied what songs are playing. At the end of the class, she didn't even ask me if I liked the class, she asked talked to two regulars and then disappeared. Horrendous experience, never again!
For Mayfair, you would expect high standards, I am surprised how you can be still in business if that's how you treat your paying customers. I'm glad I am part of a pilates chat on Instagram where girls are keen to try classes in London, I will make sure they won't go to your classes and not waste their money!

The personal training at TEN does blow the budget at £80 per session. Fed up of being given 50 minutes of training time when it is advertised as an hour. 10 minutes equates to approximately £13.50 so surely £66.50 for 50 minutes??? Stop ripping clients off and set 15 minutes between the end of one client and the start of another. You are good but not that good…

Beware. The treatment of long-term, loyal customers is appalling.
I had paid for 12 X 60 minute group classes. The class length has been reduced to 45 minutes to allow for cleaning. This is equivalent to 3 classes being cut down, or there should be a 25% refund for the payment but the customer is just expected to take this.
Secondly after making 3 X PT sessions over a month ago, I get a call to say the PT's rates have gone up since my booking and I can only have 2 sessions.
Again the customer is just expected to take this and if you don't you are branded as rude. My request for refund has been denied.

Be careful before you part with your money.

I’ve been using Jayden for my Physio for injuries, he’s very good. The staff are really friendly.

Had my first introductory lesson at their Hatton Garden branch. Equipment is not new but all good. Good attention given by the instructor and it was a class of 6. No lockers despite being told there were in the changing room by the receptionist. Be warned that you will need to wear special socks ( min ten pounds to buy a pair on the spot if you are not aware or forgotten to bring them). Amenities minimal.

Leah is a wonderful instructor and always makes me feel welcome in class. Thank you!

not a bad studio.good selection of classes and good instructors.the locker rooms and equipment are pretty dated though.
the classes themselves are good so if you can ignore the changing room situation it's a definitely a good workout place.