James was extremely helpful. I haven’t received customer service like that in many years. Get the man a promotion

The new introduction of the spin classes is the icing on the cake for the Dover - well done Em for all the hard work-we really appreciate it

So helpful got on to it and fixed it straight away. Thank you. Kind regards. Harry Waterhouse

Very disappointing experience with PureGym Ashton-under-Lyne.

My Off-Peak membership explicitly included full access on Bank Holidays. However, on the August Bank Holiday, PureGym’s system incorrectly restricted my access, meaning I was unable to use a service that was clearly included in the membership I had paid for. This disrupted my plans and caused unnecessary inconvenience.

I first contacted PureGym by email and waited more than a week without receiving any response. I eventually had to contact them via Instagram to seek help.

The Instagram customer service was equally disappointing. After waiting almost 24 hours for a response, Dylan replied and then expected me to respond within just a few minutes, otherwise the chat would be closed. At the time, I was travelling in Spain and was having dinner, so this was completely unreasonable given that I had already waited almost 24 hours for them.

Two days later, Sam responded at around 7am UK time, again with no consideration of the circumstances or any meaningful attempt to resolve the issue.

Despite the access failure being caused by PureGym’s system, the best resolution offered was only partial compensation.

I have now cancelled my membership. I will also be contacting my bank to request a chargeback, as the service I paid for was not provided as agreed.

Very poor experience from both the system failure and, more importantly, the way PureGym handled my complaint. I expected much better customer service.

I’ve been really enjoying the classes at PureGym Hayes, and a huge shoutout to the amazing instructors Zoe, Daniel and Nikki! 🙌 They each bring their own style and energy to the sessions, making every workout challenging, enjoyable and something you genuinely look forward to.

Zoe’s classes are seriously intense and challenging, but in the best possible way! She really pushes you and makes sure you give it your all. You always walk out feeling like you’ve smashed a proper workout! 😅💪

Daniel is always organised and ready to go, with all the equipment set up before the class even starts. His sessions are packed with exercises that target the whole body, so you know you’re getting a proper full-body workout every time. His classes are always so good and definitely leave you feeling it the next day! 😂

And Nikki brings such an amazing vibe to the spin classes! 🚴‍♀️ Her energy and enthusiasm make the sessions so enjoyable, and she also gives really valuable advice on strength training, which is a massive bonus.

Honestly, Zoe, Daniel and Nikki are a credit to PureGym Hayes. Their energy, knowledge and motivation make the classes enjoyable, challenging and something to look forward to. If you’re thinking about joining a class, definitely give them a go — you won’t regret it! 🙌🔥

Newhaven Pure Gym
Great equipment and plenty of space. Friendly Manager and Staff. Very clean toilets and showers

Super nice staff , feel really comfortable , I do the mind class and it’s really good I’m disabled so struggle sometimes but the staff was amazing and helpful

Well maintained

I struggle with stress and anxiety. I booked onto the mind class with Dominic and I can honestly say it’s the best thing I’ve done. I’m more relaxed! I just wish there were more classes.

Paid for membership but still no access after 4 days

I restarted my PureGym membership after receiving an email inviting me to rejoin and paid the required membership fee. I used an available discount code at checkout, but my membership is still showing as “Cancelled” in the app and my access has not been restored.

It has now been 4 days since payment was taken, and I am still unable to access a service I have paid for.

I tried to contact customer service but could not find a customer service phone number or live chat option. The only available route I could find was email. After contacting Member Services, I initially received a generic automated response explaining how to check my access. I replied with screenshots showing my cancelled membership status and proof of payment, but I have now been waiting for two days without a response or resolution.

It is very disappointing that a straightforward membership and access issue has not been resolved promptly, particularly when payment has already been taken.

I hope PureGym resolves this quickly and restores the membership access I have paid for.

For a workaholic its very quick to get in and get started with work out, it helps to keep my Diabetic and Cholesterol in order :)

Very relaxed gym.Cleaning was being done by a cleaner and a manager.Very clean.
Lots of equipment.

I enjoy the 24?hour access and the classes that starts early because I do not miss time for work or kids school run

Thank you t the team, they’re very well keeping the gym clean and tidy

Nice stuff and very friendly
I love puregym keep going

The staff is always here to help you, is very cooperative and accordingly quick to resolve your problem in time.

Good quiet gym, not large but good equipment for full workout and friendly staff

Friendly non judgmental atmosphere, good range of equipment and great value for money. I've been constantly going to this gym (Billericay) for 3 years which is a first for me. Other gyms, I gave up due to feeling slightly inadequate. Staff are very welcoming.

You cannot post feedback within the Pure Gym app. As soon as you start typing in the box, the Send button disappears. You have to come out of the feedback section to see the button at which point you're back to the beginning again. Doom loop, Pure Gym. Sort it out. And don't come back to me with "if you go into settings on the third icon in your top right menu bar .." because there is nothing.

Rayleigh is a great coach/personal trainer. I really enjoy his classes. I know you shouldn’t have favourites but he is definitely mine.