The Gym Group Reviews 

I love this gym it got all the mainframe and coordination.. I love training in this gym .... the staff are all in perfect balance ..,. Plus the price at 22.99 is awesome at anyone's standards 👏 👌 😎 really happily pleased 💟I am very grateful to you all at the gym 🏋️‍♀️ 💪 group regards Richard Lewis 💛

Customer service seems virtually non-existent, and the membership cancellation process feels almost exploitative. When you try to cancel, the only advice provided is to cancel your direct debit, with no clear option for those who pay by card. The live chat simply repeats the same information, and submitting an enquiry is no more helpful - you receive an automated email stating that your query has been closed, along with the same unhelpful advice.

There doesn’t appear to be any other way to contact them, which is incredibly frustrating. The lack of a straightforward cancellation process makes it feel as though the system is designed to let unwanted memberships continue running.

To give credit where it’s due, the gym staff are friendly and the facilities are clean. However, many of the machines need servicing or at least some basic maintenance. I’ve also been to better-equipped gyms, and the FitQuest machine is not fit for purpose.

Overall, while the staff are pleasant and the gym is clean, the poor customer service, frustrating cancellation process and equipment maintenance leave a lot to be desired. Had it not been for the customer service, this would be a 3 star review but due to how abysmal it is, it’s a 1 star.

Slimy fine print contract. Zero human customer service AT ALL. Their advertisement says cancel anytime, this is a lie. If you pay by direct debit, the company policy tells you that you must cancel through your bank. When you call your bank, the bank tells you that you must take it up with the vendor. There is no option in the app to ACTUALLY cancel your contract. There is also no human customer service in either chat or call form. This company are fraudulent and negligent, and they will steal from you. They are not worth the savings.

The gym itself is great, the staff lovely, and I’ve been a happy member for years, however, today my access has stopped for some unknown reason, and trying to get hold of anyone to rectify it is near on impossible!! They have terrible customer service, there’s no email no phone number etc absolutely abysmal so how do I sort this problem? It’s literally the only gym in town that’s open when I train due to work and travel. This really needs sorting out!!

So far so good..the facilities are always clean and the staff helpful.
The recovery area specifically the hydro massage beds are amazing - actually the only reason I joined this gym - but I’ve since engaged in some classes too and found them really good - but my nearest branch with the massage beds, at the moment is Hartlepool, so it’s a bit of a trek! I’d love to see them in my local branch so I could go more often! I wonder if there are plans to roll these out into other branches?

I am very happy with the gym. The equipment is good, the gym is clean, and I enjoy my workouts here. The gym has a good atmosphere and offers good value for money.

someone managed to get hold of my mates pin and was using it and the staff blocked it. when he asked to change the pin or find out who was using the pin the staff was unable to give an answer, and said if it happens again the membership will be cancelled.

no money back straight cancelled. this is totally unacceptable . they are money making frauds who clearly don't care about there members!

my mate has said his pin has not been shared to any one but somehow someone has been using it. instead they are trying to just cancel the membership with no money back!

the staff were really unprofessional with this and almost like they didn't care!

If i could five -1000 stars i would. Awful rubbish customer dumb customer service staff that dont know anything avoid avoid no even telephone number to call someone trying to over charge me extremely awful honestly avoid rude staff in the chat too

Just good for access

I have been a member of Gym group for near on 2 years. Great gym, great staff, great equipment. However due to change of employer needed to change my payment date. Quite a simple request in this day & age. This has now been on-going for around a month now. What makes it worse is the very limited communication channels available to customers. They try to do everything via their FAQ pages which is not adequate. Complaint number is 2529688 if this can speedily be resolved..

I go to Wood Green (lordship lane) and my pin has always been fine on previous uses. I got up at 6am for the gym this morning and my pin didn’t work, no one was around to let me in so I had to go home. I know this is a budget gym but better support should be provided for customers wanting to access the service they’re paying for. Customer service is also terrible as they auto close any support requests by linking you to unhelpful FAQs

Absolutely horrible experience and no staff available to help as it was 9:30 and they will leave at 10pm and wpuldnt be arpund to let me out. Also a waste of a guest pass as it didnt work even with staff help.

The best gym in east London Plastow with full of facilities and needy clean with good staff and fully equipped with excellent equipment ❤️💪🏻

I have been charged for three months despite freezing and subsequently cancelling my membership. I have made every reasonable effort to contact The Gym Group to resolve this issue, but unfortunately all communication channels have been ineffective.

Firstly, none of the customer service telephone numbers provide access to a member of staff, only automated responses. Secondly, whenever I contact customer services by email, I receive an immediate automated response stating that the case has been closed. Other contact email addresses either bounce back or generate a ticket number without any meaningful response.

Thirdly, the complaints process through the Gym Group app is equally ineffective. The same automated responses are repeated, and it is not even possible to attach supporting evidence to complaint forms. The only available option is to communicate with an AI chatbot, which has been unable to address my concerns.

In addition, I have attempted to contact The Gym Group through Instagram, but I have received no response there either. When I visit the gym in person, staff are unable to assist and simply direct me back to the app, which does not provide an effective means of resolving complaints.

As a result, I have been wrongly charged for three months after freezing and cancelling my membership, and despite numerous attempts to contact the company through every available channel, I have been unable to obtain a refund or even receive a proper response.

I find this level of customer service unacceptable and would like a full refund of the incorrect charges together with a prompt resolution to this matter.

I am really impressed by the cleanliness and tidiness by the staff.

I go to the gym at South Sunderland.

The staff are always friendly and helpful. Andy the manager is so friendly and always smiling.

It is a great environment to work out in as other users help each other out. Sharing equipment and helping less able to change equipment settings, etc.

The equipment is clean and in good working condition.

The toilets and changing rooms are always clean and well stocked.

The membership prices for the gym are very reasonable as well.

I can highly recommend this gym to anyone thinking of joining.

Zero support from customer service, things have really changed in the past 2 years (I suspect AI is to blame). 2 weeks ago I received an email reminder saying that my anual gym membership was due to expire on 10/11/26. On 13/10/26 I suddenly found I could not access my gym, and the app showed my membership was disabled - so perhaps the email meant 11/10/26 and American AI is the culprit, however all other emails with dates have UK/European format (after all its a London registered company and I'm in the UK). There was also an offer of 25% discount to renew, but this does not work. Wanting to understand what happened to my remaining month, and get the 25% offer, I wanted to contact them, however thr telephone number no longer works, the online "support" is simply standard Q&As, so I tried contacting customer services on the different emails I used in the past, no bounces, but zero response. This is important as I also need them to provide an invoice for my case manager (I am using them to supplement my physio after a serious accident) -they've done without issue in the past, but no email replies mean this is unlikely now. My local gym has also been closed for approx 2 1/2 weeks in total for different "refurbishments" (first time was a couple of walls painted, second time more equipment, but machines are now spread out in a ridiculous way), the offer of an alternative gym is not helpful if the closes one is 20 miles away. This is a shame as the staff at the gym themselves are great and helpful, and there is a great bunch of people I've made friends with, but I'm not sure I can continue using this given the complete lack of back-office support.

I noticed that my membership had been cancelled and wasn’t sure why, so I contacted customer service via live chat and spoke to Jamie. I was advised that the payment couldn’t be collected, despite no apparent attempt being made to take it. Understandably, I was quite frustrated, but Jamie was incredibly patient and understanding throughout.

Jamie kindly offered to stay online while I reinstated my membership and assured me that any discount I had would be applied. When I encountered difficulties reinstating it, Jamie went the extra mile by offering to email me personally so I could reply to the email chain once everything was completed.

I managed to reinstate my membership, and Jamie confirmed today that everything had been sorted, even extending my membership until January 2027!

Fantastic customer service from Jamie, who took ownership of the issue, showed genuine patience and made sure everything was resolved. Thank you, Jamie, for turning a frustrating experience into such a positive one!

The gym itself was decent, no major complaints with the facilities. However, it is nearly impossible to cancel the membership! When you go to manage my membership and click through all the buttons telling them to cancel your membership, there are only directions that tell you to cancel through your bank if you use direct debit (no options are shown for if you use credit or debit card). You have to chat with the AI bot and then with a customer service member to even start the cancellation process through credit/debit. The subscription model makes it difficult to even find your billing date, and you do not get a reminder of when you will be charged.

Genuinely the worst company I have ever tried to deal with. No customer service whatsoever. No phome numbers. You wait for hours on the live chat just to speak to someome who doesnt have a clue. You can email complaints and a couple of weels later they might reply but they wont have actually read the enail you sent them. Local staff say 'come and find me in the gym' when the problem means we cant get in the gym. Basically scammers, do not waste your time.