The Gym Group Reviews 

I have tried to join using NHS discount, this has proved impossible due to it not processing the discount. I have spent several hours, emailing the group all to be told to try again.
This does not instil any confidence in joining this gym.
I have taken my business to another gym.
This is a problem when companies don't have public facing services to resolve queries.

Very disappointing gym. The overall condition is awful. It’s dirty, poorly maintained, and it feels like nobody takes care of the place. The changing rooms smell disgusting, like strong foot odour, and it’s very unpleasant. Dumbbells and weights are always left everywhere instead of being put back properly, making it difficult and unsafe to train. Some of the machines are even rusty. This gym really needs a complete clean-up and much better maintenance. I wouldn’t recommend it.

New manager at wembley park is very aggresive and rude. I came to ask him something and he shouted at me, shrugged me off and said he was very busy
The previous manager was very professional and sweet unlike this guy

This guy needs to go

I’ve been in this gym for a year , coming in and out and the staff make it such a comfortable place Tanya and Hussein are such helpful people they have a lot of knowledge and experience making the time at the gym worth it , they always making sure everything is tidy from the minute their shift staff and they always give u a good laugh ! recommend 10/10

Was a great gym when I was going and had a great time, would give 5 stars. Apart from the fact that my membership has been “frozen” since Covid and there has been £5 payments taken out monthly which I knew nothing about, when I froze it during COVID it mentioned nothing about paying fees for (freezing your account, I assumed this was cancelling it) so I’ve been paying for years without knowing, yes it’s my fault for not noticing it until now, but it’s ridiculous that this is even a thing. What is the meaning behind freezing ??? Absurd that nothing can be done about it either.

Very bad experience most of times n harringey.

The aircondition it does work and manager doesn’t care much about this and equipment very old , some clips are missing all time from cables .
The machines are all next to each with no space to work out , the multipower is basically next to benches and are very dangerous !!!!!

Nobody cares

Sneaky terms and conditions when it comes to cancelling your membership. They suspend your membership instantly, when notified about your intent to cancel. This means that you have to call their call centre to get your membership reactivated even though you have already paid for that months’ membership. Even worse, after you call, they take 15 minutes to re-instate your membership. No apology from the membership team but simply told it is a sneaky rule in the fine print in their terms and conditions.

I had a membership in Plaistow,
Tried to communicate with customer service about not having access into the gym “not replying at all “
The gym it’s not clean, during late evening I wasn’t able to have a shower as the close showers for cleaning!!
Many machine in the gym takes months to get repaired
Staff unapproachable!!!

Waited 10 minutes for the day pass to "activate" except this location (leeds crowne point) werent aware of day passes and it could not be used. Customer service line closed. Avoid such a useless company.

After freezing my account why is it that I still got a £22 deduction from my account wasn’t it supposed to be £6.

They’re taking the best part of 2 weeks to refund me after requesting cancellation.
Avoid

This isn't the gym to use.

I did a 3 month subscription, and on the second month, I was trying to clear some direct debits that I don't use anymore. By mistake, I took out the greeen gym group direct debit and didn't realise until I got the email from them that they couldn't collect the money. Then, I called them instantly and set up the direct debit again. Before that, I tried to contact them but to no avail. When you go to the gym, you don't know who is a member of staff or not.

Lo and behold, they never took the last month out, and couple months after they sent Hellix to come collect the money.

This is a very dodgy gym and I advise not to use. They have limited equipments and it's definitely not worth the money. More reason I stopped going there.

You're better off with pure gym. Zero customer support and service.

I have been stared at, ignored, disrespected and ridiculed by staff, fellow gym goers. I am not at all happy. Anymore and I will complain about my hortible treatment by certain instructors. I have tried to intergrate, be respectful and despite this I have been treated terribly

Been using gym group for years originally london Sutton, swapped to Wandsworth and back to Sutton recently. Turn up this morning only to find out I can’t access the gym, no communication, no way of contacting gym
Group. Don’t use !!!!

Hartlepool branch, after joining 2 weeks ago, and after a week of that it was closed fpr a refurb I returned only to find out I couldn't access the gym. No customer service, no actual contact number (unless you want to pay), no answer to social media or email. Im now paying for a gym I cannot access. Rubbish

The Digbeth branch is awesome. I normally use the lady’s gym there. The lady’s gym as well as the whole of this gym is clean, very well equipped and their staff are very friendly and professional.
I would like to write a special thank you to Gaz the general manager. He is professional, extremely helpful and knowledgeable. He anyways ensures this gym is a nice place to go to for everyone regardless of background or abilities. He would go the extra mile to help members even when it’s not part of his jobs, because he cares and put himself in the members’ position.
Thank you Gaz for being such a great person and a wonderful manager.

Hi, I wouldn't usually bother with a review because it's not my thing to do. However, in this instance, I must give credit when its due. I recently joined TheGym at Crown Point, Leeds and it's the best management of space I have ever seen for a gym. The layout and the interior décor is fantastic! From the LED lights to the new dumbbells . The range of new equipments to exercise Legs or Back are unique as my prior gym didn't have them, this provides the excitement required to return to the gym to test new equipment. Away from squatting on the rack, assisted-machine for squatting is the dream. Notwithstanding the unique space set for calisthenics and body strength. Please make sure this good feedback reaches the person responsible for the interior design and thanks for investing in a new gym.

Very disappointed with The Gym Group’s customer service.

It’s almost impossible to get proper support. The live chat is extremely frustrating—the chatbot doesn’t understand simple requests and keeps giving irrelevant answers instead of helping.

When I called customer service, the staff couldn’t resolve my issue either. I was charged extra on my account, and nobody could explain why or tell me what the charges were for.

I also wanted to change my Home Gym to another location, but neither the live chat nor the phone support could explain how to do it through the app or guide me through the process.

A gym can have great facilities, but if customers can’t get help when something goes wrong, it’s a very poor experience. I expected much better customer service and left feeling very disappointed. I hope they improve their support system.

I’ve been a member of The Gym Group Basingstoke for around five years and have generally been happy using the gym as my local facility.

I completely understand that refurbishments are sometimes necessary, and I do welcome investment in improving the gym. However, I was disappointed with how the temporary closure was handled from a customer service perspective.

The Basingstoke gym was closed for refurbishment and members were directed to alternative gyms in Farnborough, Woking and Southampton Shirley. In practice, these are not realistic alternatives for many Basingstoke members. They require a significant drive, adding around an hour or more of travel time to what would normally be a local gym visit.

I asked whether my membership could be paused, extended by a week, or whether a small goodwill credit could be offered for the period I could not reasonably use the service. Despite explaining that the alternative gyms were not practical for me because of the distance and travel time, my request was declined.

After being a loyal member for five years, I found the response disappointing. I was not asking for anything unreasonable, simply a fair goodwill gesture recognising that the alternative locations were not genuinely usable for me.

The refurbishment itself may well be positive, but I feel The Gym Group could have handled this situation with more flexibility and better consideration for long standing local members.

I have been a Member with my son for almost a month now. I am very grateful to Althon, one of the instructors, who looked after us and took care of the correct and safe execution of our exercises. Many thanks to Althon and I highly recommend him as a personal instructor. I feel like he is our friend.