The Gym Group Reviews 

Took my money and completely ignored me.

I signed up for a membership as I need to start rebuilding my strength and health following a back injury. I was told that the gym manager would have to contact me to arrange a first meeting before I would be able to use the gym.

A week has gone by without any contact whatsoever. I have emailed the gym, no reply. I have emailed the complaints team: no reply.

Now I'll have to go through my bank to try and reclaim the money I paid.

Absolutely abysmal service.

There is no support at all if you have a problem it's a nightmare to actually talk to someone.Ite hopeless, the online form is really useless and you get AI answers that are unhelpful 😢

Impossible to get hold of anyone to sort out a payment problem. Online chat takes hours to get through and its a waste of time as they don't know what they are doing anyway. The complaints team take over a week to reply and are unhelpful. There is no contact phone number for the company. I've had to cancel my bank card as they set up a recurring payment without my permission and I can't get hold of anyone to sort it. I'm also having to go through my bank to dispute the transaction. Absolute nightmare to deal with, save yourself lots of hassle and go to a reputable gym company.

This gym isn't good at all, really bad customer service, 4 times entry was declined, send them emails to resolve the issue but nothing happening. Same this happened with my friend so it's not just me. Last night as well me and another random guy was trying our best to enter the gym by putting our pin codes but nothing happend. Rung customer service and they said it's third part controlled premises so can't help you. They keep taking payments but nothing much in return. Sometimes the code works and some time it doesn't and theres no alternative either, you go with big plans and motivation to gym and then door doesn't open is very Disappointing bunch of scammers
AVOID

I signed up with The Gym Group under their MOVE promotional offer (no joining fee and 20% off for 6 months). The onboarding platform suffered a system glitch on their end, leaving my account inactive despite a valid Direct Debit mandate being created and payment processing via PayPal.

Local gym staff explicitly confirmed that this activation glitch is a known, recurring issue. Yet, customer support has refused to properly resolve the mistake, offering only to waive the joining fee while withholding the advertised 6-month discount.

Under the Consumer Rights Act 2015, businesses are legally obligated to provide digital services with reasonable care and skill. Penalising a customer and refusing to honor advertised terms due to a bug in their own IT infrastructure is completely unacceptable.

To make matters worse, their customer service requested proof of the Direct Debit mandate to escalate the issue for review. I provided full screenshot evidence, PayPal receipts, and previous correspondence as requested, and since then, complete silence. They have completely ignored follow-up chasers and missed reasonable deadlines to rectify their mistake.

I was forced to rejoin at standard rates under protest simply to access the facilities while they drag their feet. Extremely poor customer care, broken systems, and zero accountability.

Great price and brilliant equipment.
Staff are always friendly and approachable.

Very disappointing experience with the cancellation process.

I cancelled my membership through the gym’s app using the cancellation option that was presented to me. I genuinely believed I had successfully cancelled my membership. The cancellation process is not clear, and it is very easy for a member to reasonably believe that selecting the cancellation option in the app has completed the cancellation.

When I contacted the gym after discovering that the payment had still been taken, I explained the situation and asked them to reconsider the charge. Unfortunately, they refused to refund the payment, despite the fact that I had attempted to cancel through the app and have confirmed that I will not be using the gym for the remaining paid period.

What I find particularly frustrating is that there was no willingness to offer even a goodwill solution, such as transferring the payment towards my husband's membership at the same gym.

I understand that businesses have cancellation terms, but when a cancellation process is unclear and a customer genuinely believes they have cancelled, I would expect better customer service and some reasonable flexibility.

Very disappointed with how this has been handled. I would strongly recommend checking the cancellation process very carefully and not assuming that cancelling through the app means your membership has actually been cancelled.

Paid my membership got a pin which doesn't work. Tried the online chat - no response 5 hours after I sent a chat message. No phone number to call. Sent an email, no response so far. Think I'll have to stop the direct debit and get a chargeback for the first month's payment.

I’m not sure if they’re trying to compete with other nightclubs in the area but recently when I’ve been coming in in the mornings the music is soooooooo loud I physically I’m having trouble concentrating and working out if I have my AirPods in I can’t hear my music that’s how loud the gym music is set and there’s no one here in the mornings to tell them to turn it down
There’s no number to call no email address to send to Talk to a team member at the Ilford Gym I understand that the sites are not always managed, but somebody has to turn the music on in the morning! Too much especially first thing in the morning who wants to come and work out at 7 am in the music blaring so loud you can hardly hear yourself think

I visited the Lincoln gym this evening, what a great experience, Kieron was so accommodating, friendly and professional I explained it was my first visit to the gym as I normally train at sweet brier in Norwich , his customer service was exceptionally. Thank you Kieron you were brilliant 🙏

Very disappointed with the way management handled my membership. what I feel was a proper investigation or giving me a fair opportunity to explain my side. The way the situation was handled was unprofessional and left me feeling that management had already made a decision without properly looking into the matter.

I expected better communication and fair treatment from the management team. Very disappointing experience.
#fallowfieldgym

I had a membership paid for until 27 September. On 25 September, my Direct Debit payment was taken for the following month in advance.

As I was no longer able to use the gym, I contacted them on 26 September and asked to cancel my membership, fully aware that I had already paid for the next month in advance. The following day, my access to the gym was blocked.

Despite sending multiple emails to customer service requesting a refund for the month I had already paid for, I have received no response whatsoever.

They took my payment for the following month in advance and then cancelled my access before that paid period even began. I am simply asking for a refund for a service that I have paid for but have been prevented from using.

In my opinion, this is completely unacceptable and feels like customers are being taken advantage of. If a customer has already paid for the following month and asks to cancel their membership before that period begins, the logical and fair approach would be to cancel the membership from the end of the paid period, or refund the payment if access is terminated immediately.

The fact that they have taken my money, blocked my access, and then ignored multiple requests for a refund is extremely disappointing.

I would strongly reconsider using this gym again. This experience has completely destroyed my trust in the company, and I certainly would not sign up with them again.

I pay for my son to go to the local gym group. Paid by direct debit two days ago, no issue. Today he can’t go in, membership deleted, can only “rejoin”. Money gone, no explanation given, no one to talk to (as his membership is gone). Awful company!

Awful equiptment if you train seriously. Barbells had ZERO knurling which caused my hand to slip on a bench top single. I cancelled my membership immediately after one session (which I’d cut short). Requested a refund. My membership was cancelled there and then, but over 3 months later, I still don’t have any refund.

A great place! Just a few months ago, I walked in for the first time, full of uncertainty. It was my first experience with a gym. The staff gave me plenty of great advice, as well as help and a workout plan. The gym itself is excellent—clean, and I feel safe even late at night. I recommend it to everyone!

A great gym with great coaches. The gym is nice and clean and the classes are really good. I have been enjoying going there until I had issues with my membership and I found out that I can only get help from AI automated responses that ended up cancelling my membership. I have waited for two hours on the live chat for a human to speak with, with no luck. The app is glitched and I now can’t access the gym until the app works again so I can rejoin because my membership was cancelled due to a bad AI. I support using AI, but the gym group is such a bad example of the use of AI that a robot can mess up your enquiry and decide to cancel your membership without giving you any chance to speak with a human and despite all the enquiries I write on the live chat, their AI thinks that I want to cancel my membership. If I had a better gym in the area, I would have stopped coming here for this reason. It wasted my time and energy trying to sort out an issue that could have been sorted in few minutes if a human agent was available to help. Aah and the staff at the gym are the nicest people but can not help with any issues with your membership so your only option is to deal with AI and wait until a human decides to help you. And no phone number to call whatsoever.

I have been a member of the Bath gym for nearly 2 years now. The location is very convenient (near the railway and bus station) and I regularly pop in before my commute home. The equipment is also OK.
There are several downsides though. The lockers are very small (if you are carrying a bag with your laptop, a few files and books, your office clothes, toiletries and a towel and your lunch). I usually need to use 2 of them. The changing rooms can also be quite untidy, i.e. people leave long hair behind and discard clothes (especially underwear, the Primark kind) on the floor.
Lately I have seen notices advising members not to use the toilets as changing cubicles but to use the showers instead. There are only 2 or 3 showers available (one of them is sometimes out of order).
Finally, on my last visit, the male cleaner repeatedly entered the changing rooms, each time shouting to ask if it was OK or if we were OK. I initially replied but that seemed to encourage him so he dropped in again and again. He didn't seem to be doing anything apart from checking that we were OK. Like part of his job duty is to help women change clothes or take a shower, or to offer spiritual comfort? I don't know whether he was trying to find a date, but the changing rooms in a gym isn't the best place to look. It felt really creepy and I started to feel actually scared for my safety, so did the other girl who was in there at one point (she was lesbian but I strongly advised her against telling him so, as this seems to turn some men on!)
For some reason, cleaners and security guards (at work, in shopping centers, at leisure places etc.) seem to be incels and to use their job to try and find a date. This makes me want to take my business elsewhere.

Terrible back-office support and tech. I had a problem with the access code for the gym, and without the code nothing works - you can't access the gym or the showers etc. Serious issues with the app, freezing membership, unable to re-generate codes, but the real problem - no-one to speak to and poor back office support. It's a real shame as this mis-management ruins what could have been a decent customer experience. The people in the gym were great, but badly let down by the tech and support. Tech eventually responded after 5 days and said the solution was to cancel the membership and just start again. They promised to refund the money. Sadly no refund was received. Again had to follow up twice and now they want to take up to 14 days to issue a refund - when its their own SOLUTION TO THEIR OWN TECH MESS. Still waiting for a refund a week later.

The toilets are frequently out of order. Last month, without any prior notice, the drinking water service stopped working, and even the water supply for hand washing and the toilets was unavailable.

I am disabled, and unfortunately the disabled parking spaces are often used by other people because the disabled parking signs and markings are not clearly visible.

In addition, many of the lockers are often locked with personal padlocks and effectively being used privately by individuals. This means other members are unable to use them. Although these issues have been raised with gym staff several times, no effective action appears to have been taken.

Didn't honour their joining offer.

I supported by local TGG by joining before it was even open. They had a offer of £19.99 per month for a year.

After one month of being open they cancelled my membership and said I can rejoin if I want at the usual £26.99 rate.

More generally, the access in/out of the gym is a bit wierd, the app and pin number sometimes just fail to work and you have to talk to someone on the intercom to get out.