The Gym Group Reviews 

Everything is good until you want to cancel. They tell you to cancel the direct Debt but when I did this, they opened a FRESH Direct Debt and tried to take the money again. Not Able to contact that at all so my advice is to steer clear.

Awful experience with the gym group. My pin hasn’t worked for 2 weeks, the first day I joined and my pin wasn’t working a worker came to the door to let me in and was completely rude and said “I’ve already been here 6 hours I want to go home” as he had to let me out, this was around 8-9pm. He then said how long are you thinking an hour or so and I said yeah about that, 50 minutes later he came to us in his jacket asking how long we were going to be rushing us out, our workout hadn’t finished yet we felt uncomfortable and forced out. I had emailed twice and complained once about the whole pin situation and nobody had got back to me. Me and my two friends have all cancelled our memberships as 2/3 of us our pins weren’t working. We even stayed an hour on the online chat for nobody to pick up, a waste of time and money and I wouldn’t recommend this gym to anybody.

The actual gym experience is really good - clean, tidy, nice gear well looked after. Staff on site are great, shout out to Josh and Jordan in particular, and also Rashid who is always helpful.
The downside - the tech! Serious glitches impacting on access to the gym, freezing membership and payments, and when it breaks there's no help. The product team have work to do and I suggest a customer support team who actually respond. There's no phone contact option, and I note no reply to the email Jordan sent on Friday 28th August - a reply would be both polite and professional.
Front of house seriously let down by the back office.

The gym itself has some good kit but boy if you ever encounter any issues with your membership then you’re screwed. I was enjoying it until they did their system upgrade. My account broke completely and no help from anyone at the gym or online. Some guy at the gym in Stafford even got in a bit of a mood because I was asking for help and he said “I am with a paying customer”… who am I then to them. Second account created for their system to refuse initial payment. I got in and after an hour workout account was disabled. I am not coming back. I spent around 6 hours on their live chat and phone number had been cut off. What a shame.

My partner has been using the gym group for several years without any problems but in August 2026 the Gym Group cancelled her Direct Debit and created a new Direct Debit changing the name from "the Gym Group" to "Stripe re the gym" and they then took the monthly subscription. They then sent an email with a new pin number for access to the gym. The app wouldn't accept that my partner was still a member and said she had to re-join/re-register and had to pay a joining fee. We tried to speak to them on the phone number to be told that it had been deactivated. We tried to speak to "live chat" but were kept waiting for hours without anyone answering the text. Eventually my partner went to the gym, explained the situation to a member of staff who wouldn't help. After my partner showed her displeasure at the situation she was given access and a phone number to contact customer service. Yep, you've guessed it, it was the same number which had been deactivated. Again hours spent on "live chat" with no response. I sent an email to their complaints department with the automated message saying response in 3-5 working days. I then read the Trust pilot reviews which are, in the main, appalling. I noted that the poor reviews have all happened in the last 2-3 weeks. No doubt as a result of the Gym Group having changed the way they accept payments.

Most bad reviews state problems cancelling their membership. My partner has now cancelled the direct debit and sent a message to the Gym Group advising them that the direct debit has been cancelled.

Like most of the other reviewers, my partner has been charged for a service that cannot be accessed, which under normal legal terms is theft or fraud.

It is apparent that since the Gym Group changed their tactics they have been haemorrhaging members. One wonders how long they will survive if this continues. Surprisingly when "Googling" "is The Gym Group in financial difficulties?" It says that they are doing well and expanding. For how long is anyone's guess and maybe because they take money but don't deliver the service.

Avoid them.

It looks like a nice gym, too bad I can't seem to join.
​I went there in person, but they told me the only way to sign up is online. I've tried three different payment methods, but Gym Group processes the payment only to decline it and issue a refund about an hour later.
​There are no phone numbers to call, and the chatbot just directed me to a contact form. By the time I get a response, I'll most likely be at another gym.
​It’s almost funny to think that all this effort to automate a service ended up preventing an actual customer from signing up and paying the fee that keeps the business running in the first place.

Charged twice for a membership i didn't get. Then when trying to resolve it, I wasn't even able to talk to a human. Everything automated, and I still haven't solved my problem. THE WORST CUSTOMER SERVICE.

Having a women-only room inside a gym could be seen as discrimination, especially when some men may also want a private, men-only space because they feel uncomfortable with women staring at them.

If this same women-only arrangement existed in Afghanistan, I suspect Piers Morgan would have it all over the headlines every day, describing it as an issue of discrimination and inequality. The question is: why should the principle be treated differently depending on where it happens?

“In the event—God forbid—of an incident occurring while someone is alone in the room, they could be at significant risk with no one present to assist.”

The gym has recently expanded and has more machines and more quality kit. The gym is thoroughly cleaned, vacuumed and the ladies & changing rooms are also clean.

I did Personal Training on February 2026 and would definitely recommend Raihan Syed for his training method ; he was focused, polite and respectful and showed me how to use lots of different machines. I lost 3 kg in 1 month.

The staff are very approachable and friendly and do a great job.

The atmosphere is great & I enjoy my workouts there ( I went to Pure Gym before and left after a few months) so I highly recommend the Gym group with free classes & great Trainers and a easy booking system.

It was great, until they cancelled the hotline, you can't find anyone to solve any problem. they only have live chat, which no one will response.

Unauthorised charge of £25.99 taken after cancelling Direct Debit as per instructions. Automated support keeps closing my tickets without human review. Ref: PIN 4850 / Dagenham gym.

Very poor experience. When I tried to cancel my membership, a new Direct Debit was set up instead, which is completely unacceptable.

I have used the online portal multiple times to request cancellation and have also raised a formal complaint, but I still have not received a response.

The stated SLA for responding to my complaint has not been met. This is extremely disappointing and demonstrates a serious failure in customer service and complaint handling.

I would like this matter escalated immediately, my membership cancelled, and confirmation that no further payments will be taken. I would also expect any incorrect charges resulting from this issue to be refunded.

The Gym Group is honestly one of the worst gyms to deal with. Customer service is THE WORST! I’ve been trying to contact them since 21/8 by email, phone, live chat and even visiting the gym, yet STILL no refund or proper support. I’ve spoken to managers and been passed around with no resolution. Absolutely ridiculous and disappointing. Would NOT recommend!

Endlessly lift out of service.
It should be written on the web / no lift.
As i joined 3 weeks ago, it’s still not fixed and other members saying that lift is always broken.
For someone with asthma and unwell hip, who need gym for little work out,
Climbing on haigh second floor it’s painful and disappointing.

I had cancelled my membership but have just noticed I’m still being charged for the last 3 months.

So I’m trying to contact someone but the whole site is automated. I have waited over 3 hours on the live chat with no one getting in touch. No idea of how long the wait is. I sent an email to customer service again it’s automated AI and sends an automated email back and deciding that I must be trying to cancel membership.

‘Thanks for your email. 

It looks like you want to cancel your membership.

This is an automated reply and does not confirm your membership has been cancelled.

We're sorry you're looking to part ways!

You can find all the details by visiting the Mobile App or logging into the Member Area on our website, just head to the ‘my membership’ section.

Your query is now closed and if you have any other questions, please head over to our support site.  

Kind regards, 

The Gym Group Customer Service Team.’

So currently I’m out of pocket and I can’t seem to get a hold of anybody from the Gym Group if there anyone that actually work for this company.

Other than customer service experience the gym is great and does the job. But not being able to stop being charged after cancelling membership isn’t worth it.

Tried to unfreeze my membership as I returned from a trip abroad earlier than expected. Unable to do so as the app would not respond. The website was just as bad and when I eventually found the live chat facility ended up waiting over 40 minutes for a response. Still no response and absolutely no facility to discuss the issue with a real person. Utterly useless and I am completely frustrated.

Absolutely terrible experience – do not waste your money

Honestly, I’m beyond annoyed with The Gym Group. I paid £25 for a day pass, only for it not to work when I actually got there. I then had to buy another £25 day pass, which ALSO didn’t work.

What made it even worse was the complete lack of help from the staff. They knew I had paid, they knew I was standing outside, and yet did absolutely nothing to help me get in. I was literally left sitting outside for an entire hour waiting for my friend to finish showering, despite them knowing exactly what was going on.

How can you take £50 from someone for two day passes that don’t work and then refuse to help them? If I’ve paid to use your gym, the bare minimum is making sure I can actually get through the door.

The whole situation was incredibly frustrating and completely unprofessional. I wouldn’t recommend paying for a day pass here when apparently you can pay twice and still not be allowed in. Absolutely ridiculous.

Scammers. The gym is very nice but good luck trying to cancel your gym membership because even if you send 6 tickets to cancel you will be comepletely ignored.

⭐️⭐️

Really disappointed with the customer service.

I normally prefer to speak to someone over the phone, but the customer service number I usually use appears to be out of action. I then emailed alternative customer service addresses, but my case was closed without anyone actually responding. It has now been two days and I still haven’t received a response.

I also tried using Live Chat, but nobody joined to help with my query.

My main issue is my payment. Last month, I spoke to someone over the phone and was specifically told that my next payment would be £19.99. However, I have now been charged £31.99 with no clear explanation.

I don’t want to cancel my gym membership, but the lack of customer support is extremely frustrating. If you remove the phone support, there needs to be a reliable alternative where customers can actually speak to someone and get their issues resolved.

The Gym Group really needs to improve its customer service because this experience is making me question whether I want to remain a member.

I purchased a membership for the year 2 days ago. I was able to access the gym yesterday and was able to enter today with my pin but couldn’t exit. I can’t not log onto the App and now my pin does not work. I have emailed customer service team but they don’t respond or reply. I joined the Live chat and nobody joins the chat to help. The service is awful.