kingsgyms.com Reviews 2

Title: Great Gym Facilities, But Disappointing Customer Service When It Matters
King’s Gym Croydon branch – I recently joined and initially I was very impressed. The facilities are excellent, the equipment is top tier, and the overall training environment is exactly what you would expect from a premium gym. I also regularly spend additional money on food, shakes, and have referred others to join.
However, my experience has been let down by how a simple issue has been handled.
I purchased a jumper from the gym which faded significantly after the very first wash. This clearly points to a quality issue. When I raised it, I was refused any resolution based on a “14-day return policy,” which does not make sense in the context of a faulty product.
More concerning was being told, in effect, that I should “look after my belongings better.” This is not an acceptable response when a newly purchased item fails after one normal wash.
In addition to this:
My gym access was blocked on 1st April without any explanation, then reinstated the following day
Membership prices have increased, yet customer service does not reflect a premium experience
This situation could have been resolved very easily with a replacement or a basic goodwill gesture, but instead it has been handled poorly and unnecessarily escalated.
I am currently awaiting a response from management and hope they take a more reasonable and customer-focused approach to resolving this.

I rarely write reviews, but my experience at Kings Gym, Purley Way was so consistently disappointing that I feel compelled to share it.
From the outset, the cleanliness of the gym was unacceptable. The facilities were filthy, the equipment was visibly dirty and worn, and multiple sanitiser stations had no actual sanitising solution in the bottles. For a gym of this size and reputation, the lack of basic hygiene is shocking.
The customer service was equally poor. Staff were unfriendly, cliquey, and more focused on socialising and eyeing up members than doing their jobs. When the gym cancelled the wrong membership, leaving me unable to access the facilities despite me providing clear proof of their mistake, the staff were dismissive and entirely unhelpful. Instead of being solution focused, they were unprofessional and showed very little understanding of customer service.
Because of principle alone, I ended up cancelling two memberships, mine and a family member’s. The attitude at the Purley Way branch made it clear they were not interested in resolving issues or taking responsibility. To this day, I have not received an apology from the team, despite the mistake being theirs.
What made this worse is that when I contacted a manager at another Kings Gym branch, she immediately recognised what had gone wrong and apologised, even though it was not her branch. She reviewed the emails and confirmed that the error was on their side. Her professionalism only highlighted how poor the service at Purley Way truly is.
Given the consistently poor hygiene and the extremely poor customer service, I have no idea how Kings Gym plans to manage their Tower Bridge branch. I will never use Kings Gym again and will openly share my experience so that others do not have to go through the same thing. Two colleagues from my workplace were considering joining, and after I shared what happened, both decided against it. No member deserves to deal with this level of neglect and unprofessionalism. The gym admitedly spent money on expansion and brought new equipment but it is still dirty and the staff unprofessional. Louise in particular I found to be extremely rude.
Do better, Kings Gym