The Gym Group Reviews 

Booked a one day pass and didn’t receive my pin to get into the building, so contacted support and created a ticket still not heard anything back, not the best service but I guess you get what you pay for with them being so cheap

I want to love this gym because it is my local, but the level of service and gym management is consistently terrible.
Membership & Billing Issues
Lost payments: When I first joined online, I received no welcome pack, PIN code, or onboarding details—yet they took 3 months of payments. When I complained, support inexplicably told me to report the charges as fraud to my bank rather than resolving it themselves.
However after cancelling, then a few months later trying again. I received a confirmation email, pin etc.
Misleading Guest Pass: I purchased the £3.99 guest add-on, advertised with "Instant Access" so my friend could join me. The system failed to grant access. We spent an hour trying to resolve it, there were no staff on-site (on a Saturday 15:00) and no one answered the door intercom. We had to give up and leave without training. Two days later, someone finally reached out to book an induction for my guest, long after we needed access. This was not stated anywhere when buying the pass.
Impossible Cancellation & Broken Website: Still with the guest pass. Despite the add-on stating "Cancel Anytime," you cannot cancel via the app. I logged in via a web browser and canceled at least 10 days before renewal, yet they still charged me for another month. To make matters worse, their online complaint form lacks a any submit button, making it practically impossible to log a formal dispute.
Facilities & Gym Floor Chaos
Equipment Maintenance & Hygiene: A lot of the kit is old, worn out, and rarely cleaned. No cloths or cleaning stations are provided, so you frequently find yourself using equipment left covered in someone else's sweat.
Floor Management & Disorganization: Staff do not enforce basic gym etiquette. Weights go missing constantly—like finding dumbbells left over by the spin bikes—and superset equipment is routinely left cluttering the floor, making it impossible to tell if someone is using a station or finished. Oddly, the gym also uses a mishmash of two entirely different brands of weights.
Poor Gym Layout & Equipment Misuse: There is zero guidance or encouragement for members to use the right kit for the job. For example, people hog one of the six precious squat racks just to do pull-ups—despite there being dedicated pull-up bars, cable rig stations, and a pull-up machine available. Likewise, members regularly take up flat benches to rest their dirty trainers on for Bulgarian split squats when there are plenty of plyo boxes specifically meant for that in the studio and around the floor.
Severe Overcrowding: The site is massively oversubscribed. The app claims "it's a little busy" at 120 people, but at that capacity, there is barely room to move or work in.

Staff To be fair, the staff members themselves are lovely—super friendly, positive, and helpful when you actually get to speak to them. However, they are clearly overworked, undercompensated, and stretched far too thin between coaching clients, handling admin, and trying to keep up with floor maintenance.
Verdict Overall, this site operates on very shady, anti-consumer practices. Other 24/7 chains handle these systems far better. Unless management fixes their billing systems and floor standards, I cannot recommend it.

Absolute joke of a gym.

Customer service number worked one day then didn’t the next. Who even keeps this company running?
Jonelle cancelled my gym membership that I got whilst they were doing a discounted rate +no joining fee for 6 months leaving me with no membership and no way to rejoin as I’m not paying £35 for a gym membership. How is this company still in business genuinely? Pathetic
Don’t ever join this gym. Get you a gym you can actually CONTACT.

Absolutely shocking and disgusting customer service, severe lack of communication, you can’t speak to an actual human being because their chat bot is just pathetic. I would highly recommend staying far away from this gym.

Very disappointing experience with The Gym Group's cancellation policy.
I joined The Gym Group on 2 August for £15.50 and cancelled within the 14-day cooling-off period after using the gym once.
The Gym Group calculated that the pro-rata amount for the period was £1.00, but retained £10.99 from my £15.50 payment because this was the gym's day-pass rate. I therefore received only £4.51 back.
I challenged this and asked them to explain how retaining £10.99 represented a proportionate charge for the service actually supplied. Their response was that their membership agreement allows them to deduct the higher of the day-pass rate or the pro-rata amount.
I remain unhappy because £10.99 represents around 71% of my original payment despite the membership being cancelled during the cooling-off period.
I am now pursuing the matter through the appropriate consumer complaint/legal channels.

I was using the gym with no issues until I moved to the Wellhub app through work and the gym group did a software migration, when my pin stopped working and I wasn’t able to access the app any more. For the past almost 2 months I’ve been trying to speak to support at the Gym group as well as Wellhub, who’ve passed me on to speak to gym staff about this but who don’t have any access to technical setup. The gym staff advised me to call the number where I would definitely get help, just to find out the number isn’t in use any more. Complete lack of support and competence on technical issues or willingness to resolve an issue for a customer.

I wanted to freeze membership and amend to off peak ensuring that my next payment would be for the reduced amount. I, therefore, wanted clarity on the most effective way to do this relating to the monthly subscription. I Struggled to find live chat. When I did, I waited 45 minutes for an answer. The chat was slow, laborious and unhelpful. I eventually decided that it would be easier to CANCEL rather than freeze my membership.

It's a good gym (the Welwyn Garden City branch), but the overall company customer service is atrocious. They stopped my access to the gym even though I'd paid until the end of the month. I raised two tickets on their online system, which both got closed after an automated email that didn't solve anything. I spoke to their chatbot, which was useless, and then got through to a human agent, who said they'd fix my access and never did. I've gone to the gym twice now and not been able to get in. The phone number listed online is no longer in use, and it's just impossible to get through to someone who can fix my problem. I have a 9-5 so can't go to the gym during manned hours to talk to staff there.

It's a shame because I had a great experience at the gym until now, but this experience has been so frustrating. They've taken my money but locked me out of the gym, and none of their avenues for support actually get you anywhere.

Horrendous- there support is terrible, ask sent so many messages and there non staffed ai keeps closing my tkt, it’s like default tkt closed. This gym has stolen £325 from me, I paid upfront for the year, and no gym allows me access. I can’t speak to anyone as the don’t have a customer care number - it’s ridiculous situation. Frustration. Twice I haven’t been able to access gyms even though I’m an ultimate member that paid upfront 3 days ago. They’ve stolen my money and I’m now speaking to my credit card company. Terrible service and a £325 theft from gym group. This Ai rollout will ruin this company.

The actual staff and PT's are amazing, but only God can help you if you need technical assistance. I do not think these people actually hire a human being to respond to technical enquires, it is all auto responses, absolutely useless!!

Impossible to reach customer services. They auto close tickets without answering questions and you have to wait many hours for a response to a live chat, if you don't respond immediately then it's closed as well

Billing phone number stopped working as well

The timetable in my app shows empty. No matter which day of the week I choose, it shows no classes.
I've tried to talk to an agent several times this week and no one has replied to me, even if I was waiting for hours with the live chat open.
A couple of days ago I also contacted the technical support team by completing a formal "issue report form", but I have received no response whatsoever.
I can't attend any of the very few classes they have because booking is mandatory and I can't book the classes I would like to attend because there's an issue with the app.
Besides the number of classes and the hours have considerably been reduced. I'm a member of this gym since before The Gym took over and every year the classes are less and less with no options at all for yoga, pilates or stretching, which are the most demanded between people over 40 years old. I think this is concerning, as it shows an ageist behaviour. I have friends who have quitted The Gym after they cancelled the only 50min yoga class that used to run one evening a week and none of my other friends consider joining The Gym do to this lack of sensibility towards people over certain age.

Scammers, refused a refund. My bank investigated and gave a refund due to them not operating within the law

Dear Team,

I would like to share some very positive feedback about your new staff member at Feltham Gym, Magda
I am honestly amazed at how much one person can change. Since Magda joined, everything feels more organised and looked after. The weights are always back in their proper places, the gym is tidy, and you can always see her around, making sure everything is running smoothly.

She is like a fresh breath of air from the ocean positive, energetic and always present.Her attitude and attention to detail really make a difference to the atmosphere in the gym

Thank you for having Magda as part of the team. It is wonderful to see someone who clearly cares so much about the gym and its members.
Please pass on my thanks and appreciation to her. She is doing a fantastic job!

Kind regards,

Dariusz

Impossible to get in contact with anyone.

I had a problem with my direct debit and it has been impossible to fix as you cannot get in contact with anyone

I had tried emailing just to get an automated response saying they have closed this case, before I even had chance to express what the issue was!

I have now been on a live chat for over AN HOUR whilst they “connect me with a team member” so far I have had no response and haven’t been able to speak to anybody about my quite serious concern.

I never had any issues when going to this gym but I have now decided I will not be returning as when you do have a problem it is seeming impossible to get in contact with anyone.

They incorrectly charged me for my monthly subscription then repeatedly refused to pay it back. The customer service team is very difficult. My tactic was to keep emailing every day so that it became more expensive for them to keep responding than it would be to reimburse me. They eventually did cave and reimbursed me. I encourage anyone in a similar situation to do the same and be persistent.

I am surprised that there's not a regulatory body that has pulled them up on their dodgy practices.

Love the sessions with Ade. He makes you work but you’ll go back because they are fun!

Extremely poor staff service and unfair treatment (discrimination exists with this staff In Barrow-In Furness)
I had a very frustrating experience with a member of staff this evening. I clocked in at 18:30. The app showed me as checked in, and I had already received and entered the access code but the door didn’t open. I showed the code to the staff member, but was told I still had to wait 20 minutes.after 20 mins I pressed the help button and knocked on the door, but the staff member ignored me completely, even though it was obvious she could see me. She finally came to the door at 18:52 after I asked one of customers going in to come for help and she came out. When I explained that the app already showed me as checked in (not pending) and that I had the code, she simply repeated that I had to wait. When I calmly asked to speak to a manager, she accused me of being “threatening.” And I asked how am I threatening all she said was your approach was threatening and asked her how’s my approach threatening and then she said your voice is threatening. She was judging me on my voice.
A short time later, I watched the same staff member let other people in without them using the login system at all it’s between 18:50 to19:10 and At 19:21 she allowed a white person wearing black shorts and a T-shirt straight through.
It is completely unacceptable to make one member wait while casually letting others in without following the proper process. The way I was treated, especially after being told my request for a manager was “threatening,” felt discriminatory. Staff should not be allowed to decide who gets in based on anything other than the rules that apply to everyone.
This is the worst staff interaction I have had at this gym

Terrible customer service. I haven't been able to resolve a problem for days. I wouldn't recommend it to anyone.

I have the "ultimate" membership which used to work well - I can add any gym. However for the last week I've been unable to add the gym I want to visit because apparently they are "upgrading" their site - funny upgrade. No answer to emails, live chat is just a bot, no phone number and no way of knowing if I will be able to speak to a human about this at the gym (since I won't be able to get in). Will cancel membership if not resolved soon.