The Gym Group Reviews 

I have been a member for at least 8 years. Recently I froze my account due to a recovery from an operation I was charged £6.99 to do this which I thought was ok. My next payment was for nearly £60 ( normally £28.00 monthly) I tried to get and answer but was not helped at all. So I would not recommend joining the gym at all try another one

Avoid at all cost. They have no support (no phone number to contact, emails are usually auto responded without any regard to what you're asking about) and cancellation is difficult and confusing (you have to cancel your direct debit, but get no confirmation so you aren't sure whether you're still a member).

I was with PureGym before, and cancellation was a breeze. It's the same cost as Gym Group, if you have the chance please choose them instead.

Why would anyone gym here? First time I joined due to an offer — awful decision.
The facilities are awful, smelly, the equipment is old, the PT was useless, and cancelling your membership is made unnecessarily difficult. I cancelled my membership, yet they still tried to take another payment and appeared to delay the cancellation to squeeze another month’s membership out of me. You can see this on your account, which shows the failed payment under “Manage Accounts”.
Trying to take payment after I had cancelled is completely unacceptable, especially as I completed the cancellation process on the app, filled out the cancellation form online, sent an email and called them with no reply to any of these submissions. It feels like they deliberately make cancellation difficult and then try to squeeze one final payment out of customers.
This is extremely poor and underhand customer service, and I would not trust this company.
Go to PureGym instead, their prices similar, cancellation policy is clear, straightforward and easy to follow, and their app also gives you much clearer information about your membership, payments, dates, etc.
I should never have left Pure Gym, going back today despite having to travel further to get to the facilities.

Very disappointing experience since joining.
My wife and I joined the gym expecting to have the 24-hour access that we are paying for, but since joining we have been unable to access the gym independently because our PIN code and QR code simply do not work.
We have contacted customer service twice by email and have spoken to the gym manager practically every day, explaining the same problem repeatedly. Despite all of this, nothing has been done to fix the issue.
We are now being put in the position of having to come to the gym only when staff are present, which completely defeats the purpose of paying for a membership with 24-hour access. It is extremely frustrating to pay for a service and then be unable to use it because the gym cannot resolve a basic access problem.
What is even more disappointing is the lack of urgency and communication despite us repeatedly raising the issue. We should not have to keep chasing customer service and management every day for something that should have been fixed promptly.
At this point, we feel that we are paying for a service that we are not receiving. I would strongly encourage the management to take this matter seriously and resolve the access problem rather than continuing to ignore it.

Beware of this scammer. They process subscription payments via direct debit; if you want to cancel, there is no cancellation button in the app or on their website—you have to fill out a form that they don't even respond to. Even if you disable the direct debit authorization with your bank, that won't stop the charges: they will unilaterally reconnect your card and continue stealing funds from it.

This gym is amazing love the classes with dawn you feel amazing when you’ve done a class with her 😊 staff are very friendly and helpful always there when you need help or just a general chat would highly recommend this gym

Had the ultimate membership but decided to change to standard as I did t need the extra benefits. My monthly payment for the ultimate went threw on the 16th of September meaning I thought I’d have the month to use any gym group site but I wanted to change to standard so I did but it instantly got rid of all benefits I had payed for this month Menai g I couldn’t go to the gym today cause it wasn’t my home gym even tho for this month I payed for ultimate membership. I am no changing gyms permanently as when I went to change it back so I could go to this gym it wanted to charge me £8 pound? For what exactly

The gym is exceptional and Jordan is an excellent member of staff.

I’ve been training at The Gym Group in Fratton for about a year now, and I’m really happy with it. The gym is excellent, the equipment’s great quality, and it’s always very clean. Since the recent refurbishment, it’s got even better, especially with the new women’s area and the additional equipment. It’s genuinely a really good gym, and I’d definitely recommend it.

Alright gym, but they make it impossible to cancel, horrible user experience.

Perfct gym best staff best people community best best gym macheanies evrythibg come to this gym turst

Absolutely awful experience.

The gym is regularly unstaffed, and the so-called “Contact Us” button inside the gym is practically useless. It just rings and rings with nobody answering, which completely defeats the point of having it there.

The guest/day pass system is even worse. I pay extra for guest passes as part of my membership, yet my brother and I constantly have problems trying to use them. The process is unbelievably poor and unreliable, and on several occasions we have had so many issues that we haven't even been able to enter and train together. Paying extra for a benefit that you regularly cannot actually use is completely unacceptable.

Customer service has been just as bad. When we’ve had problems with the guest passes before, we’ve pressed the assistance buzzer and received absolutely no help. There have even been occasions where staff have clearly been present, yet nobody has responded or bothered to assist us.

For a gym that is happy to charge members extra for guest access, the system should actually work and there should be someone available to help when it doesn’t.

The whole experience has been incredibly frustrating. Poor systems, virtually nonexistent support, and terrible customer service. I genuinely cannot understand how something as basic as bringing a paying guest into the gym can be made this unnecessarily difficult.

Horrible, horrible experience.

My membership was terminated in an email randomly with immediate effect over allegations relating to a Google review criticising the lack of enforcement of gym etiquette. I was not given any opportunity to respond to these allegations before the decision was made.

More seriously, the termination email states:

“We have written to you before about repeated breaches of our membership rules.”

This is factually incorrect in my experience. I did not receive any previous written warnings or communications from The Gym Group regarding these alleged breaches. I have therefore asked them to provide copies of the alleged warnings and the dates on which they were supposedly sent.

I have also asked them to provide the evidence showing that I personally took and uploaded the photographs they refer to, rather than simply making an assumption based on material found online.

What concerns me most is that The Gym Group expects members to follow its Membership Agreement and rules, while I feel that the same standards of accuracy, fairness and contractual process have not been applied to the way my membership was terminated.

I have requested that they identify the specific contractual provision they believe I breached, provide the evidence relied upon, and explain the basis for immediate termination.

I am not opposed to reasonable gym rules, and I understand the importance of respecting other members' privacy. My concern is how this particular decision was reached and the inaccurate statement that I had previously been contacted about repeated breaches when I had not received such communication.

And reaching out to the customer service take hours and is of no use as the general response is to reach out to the branch where they are not available.

It has caused me a lot of hassle. Even I don't wish to continue at a gym with such huge double standards but this whimsical sudden termination in the middle of billing cycle means that won't refund the money that I had paid for this month which is quite unfair and I'm going to reach out to the consumer right committee as there's a clear breach of membership agreement on their end!

Hi, I would like to raise a complaint regarding the gym facilities.

Firstly, there was a very strong and unpleasant odour in the gym, which made it uncomfortable to work out. I would appreciate it if the cleanliness and ventilation could be reviewed to address this issue.

Secondly, despite the size of the gym, there is a noticeable lack of essential equipment. For example, basic items such as a rotating/small bar and a proper Vevor lat pulldown setup are not available. Given the size of the facility, I would expect a more comprehensive range of equipment.

I kindly request that management investigate both the odour issue and the shortage of essential equipment and take appropriate action to improve the overall gym experience.

Paid £11 for parking and £10.99 for gym access but couldn’t even get into the gym

I honestly don’t know how The Gym Group can make something as simple as using a day pass this difficult.

I signed up for a free day pass and travelled to the gym specifically to use it. When I arrived, I couldn’t get through the doors because the system said a manager needed to greet me.

The problem? There was no manager available until 10am.

I was left standing outside with a valid day pass, unable to use the gym. I had also already paid £11 for two hours of parking specifically to attend.

A staff member eventually came out and gave me a telephone number to call to arrange a refund. I thought, great — finally, this can be sorted.

Unfortunately, as soon as he walked away, I called the number he had given me only to discover that it doesn’t actually provide telephone customer support. So I was effectively given a number that was of no use to me.

I then contacted The Gym Group through the app, but received automated responses rather than actual assistance. I emailed customer service explaining everything and requested a refund of the day pass and reimbursement of my £11 parking charge.

No meaningful response.

I followed up again.

Still no response.

I’ve now made multiple attempts to give The Gym Group the opportunity to resolve this privately, but getting an actual response from customer service seems to be harder than getting through the front door.

What makes this even more frustrating is that I was staying in Ayr and was actually considering purchasing a 5-day pass while there. After this experience, I certainly won’t be doing that unless this is properly resolved.

I regularly post videos on TikTok which receive 15,000+ views, and I would much rather have shared a positive experience saying The Gym Group sorted the problem quickly. Unfortunately, the complete lack of meaningful customer support has now become part of my experience.

I have kept screenshots of my attempts to contact them, the automated responses, the access problem, the number I was given and my £11 parking payment.

All I wanted was to use a gym I’d been given a day pass for.

Instead, I paid £11 to park, couldn’t get inside, couldn’t use the gym, was given a telephone number that was effectively useless, and then couldn’t get customer service to respond properly.

The Gym Group — you still have the opportunity to put this right.

Lots of equipment for a 24/7 gym. Good etiquette, clean and enough weights for heavy loads. Lockers could be bigger though. And a lat pullover machine would be amazing. Very satisfied and would recommend.

Absolutely unacceptable experience.

I regularly use The Gym Group Woking through my paid Wellhub membership. Today I checked in as usual, received a PIN, and it simply did not work.

I was left standing outside the gym for a long time, repeatedly trying to enter while everyone else walked past me. It was embarrassing and genuinely humiliating.

But the worst part is that there is basically NO customer support when something goes wrong. “Live Chat” is just a useless bot sending generic articles. The public phone number does not work. I submitted the Contact Us form twice and both requests were automatically closed without anyone helping me.

So because of what appears to be a technical problem on their side, I was denied access to a service I pay for and there was literally no practical way to reach a human being.

One of the worst customer service experiences I’ve had.

NEVER EVER Purchase a long term membership with this gym group. Customer service is non existent if you want to cancel your membership. And the website is useless.

I had a family emergency and needed the money...so I cancel my membership. It was within 14 day cooling off period and I still haven't received my refund!!! My account has been disabled since 27th August and I am still waiting on that refund. All they keel saying is it has been cancelled on our end.

I told customer service to escalate this to their senior agent/ management, - no reply...absolutely useless. Very unhappy.

An eye sore and a nuisance. The dregs of London gyms that attracts filth and cause noise nuisance and suspicious activity in the whole neighbourhood. There are groups of highly suspicious people loitering outside the gym smoking drugs and causing anti social behaviour, going in and out the gym day and night. The gym is so cheap it’s like a shelter for all sorts who don’t have a home. We even found someone sleeping on the floor smoking drugs years ago and it’s just gone from bad to worse ever since they opened. The management is never to be seen and staff are hardly doing anything to manage the place or gym entrance. They’ve been reported to the council and have had to restrict car park access to day time only due to the nuisance caused by this horrendous place. Hopefully they’ll be out of business soon as we get the support of our local authorities to shut them down.