The Gym Group Reviews 

Several of us arrived at the gym around 6:30 this morning, but the door wouldn't open—neither by scanning the code nor by entering the PIN. We waited over an hour and eventually had to leave because there was no one inside to help, and no one was answering the buzzer. It’s 7:22 now, and it’s still not working. It’s disgraceful; if it’s a 24-hour gym, there really ought to be someone available for situations like this.

Abysmal customer service.

After 5 years of membership, they failed to take my payment this month due to a technical issue their end. They didn't notify me, instead they cancelled my membership the same day.

I was passed around customer service chat, billing, and email, but they are "unable" to reactivate my account. Instead I would need to pay the joining fee to rejoin on a higher monthly rate.

Don't worry though, they said they "understand my frustration" before they simply stopped replying.

I won't be rejoining or recommending the Gym group to anyone in the future.

Terrible service from the gym group regarding a PCN at the barnsley branch. machine recording vehicle reg not working ended up with a £170 fine! No help provided from the gym group despite multiple emails. Despite me logging into the gym group app and proving I was at the gym at the date and time of offence this was deemed not good enough when I appealed the fine! DO NOT USE THIS COMPANY!

Cancelled almost a month ago and still no refund. You are thieves and this will need to be reported to trading standards

absolutely Fantastic gym, I don’t have nothing to said, I nice and friendly staff.

I'm now going to Trading Standards and RetailADR over my first direct debit payment which was taken which violates the Direct Debit Guarantee and the Consumer Rights Act of 2015.

The Gym Group advertises pausing for one month but this feature is not accessible in the 4-5 days before getting billed for the next cycle, despite this cut-off not being mentioned in the Ultimate membership joining page or the terms and conditions, which mention only the following:

"3. Free membership freeze - sometimes life gets in the way. Ultimate Membership gives you the option to freeze your monthly membership for up to 1 month at no cost. Your freeze can be extended above 1 month, but will incur further charges."

There is no caveat that there needs to be 5 days notice to pause in your own Terms and Conditions.

I attempted to pause my membership four days before my payment was taken and I did hit pause on the website. However, the Gym Group automatically paused the following calendar month with no option to pause the immediate next month, even though I had not yet been billed.

I was unable to find any way to contact the Gym Group. No phone number online. The Live Chat on the site is deeply concealed and only pops up after many seconds on one sub section of the Gym Group Website. Ergo there were insufficient means for a customer to be able to access the feature of membership pausing which the Gym Group advertises.

The Consumer Rights Act of 2015 states that services need to be fair, transparent and written in plain language which this policy breaches entirely. The customer cannot be aware of something entirely omitted in your terms and conditions.

When I found the Live Chat feature, I contacted the Gym Group and notified them. It has been 13 days and I still have not received a response.

Normally would be 5 star but since the refurbishment in Horsham half the cross trainers seem to have disappeared and those left are so crammed together that elbows may knock with person next to you. Refurb definitely done with you get predominantly weight lifting group in mind

I paid for a gym pass to use the facilities in Strood .
As soon as I walked through the door I could feel the warm breeze..There wa air conditioning installed but it most certainly wasn’t on at full capacity if at all.. especially silky when the outside temperature is near 28degrees..
This made for a very short lived experience as I nearly passed out.. fair to say I won’t be using the sauna , I mean gym ever again .. people crammed in like sardines and the heat was unbearable..waste of £10.99..

Every thing improving lift fix it and have a new machine

Quite possibly the worst manager of anything anywhere. When asked if the tv monitors could be turned on (they rarely are these days), I was told no. The reason? They're only on in the mornings. Why? No reason given. He then had a go at me for 'complaining' ( I wasn't - I was just making a request in a very polite and amicable manner) and told me I should find another gym.

Awful customer service, don't bother

Personally, the gym has everything I need to hit my goals. Mohammed has been great aswel.

I've had a fantastic experience training with Tannia at The Gym Kingsbury. She is incredibly kind, encouraging, and always brings such positive energy to every session. She creates a welcoming, judgment-free environment where everyone feels comfortable, regardless of their fitness level.

Tannia really takes the time to listen, understand your goals, and offer support every step of the way. Her enthusiasm is infectious, and she always motivates you to do your best while making the sessions enjoyable. I would highly recommend Tannia to anyone looking for a knowledgeable, supportive, and genuinely caring trainer!

I’ve been a member of The Gym Group in Eastbourne for several years, and I honestly couldn’t be happier with my experience.

A huge thank you goes to my personal trainer, Jose. He is incredibly knowledgeable, supportive, and genuinely invested in helping his clients succeed. His advice goes far beyond the gym floor, covering training techniques, nutrition, and how to build healthy, sustainable habits. Every PT session is enjoyable, motivating, and challenging in all the right ways. He knows exactly how to get the best out of you while making you feel encouraged and capable.

I also attend Jose’s Dance Fit classes, and they are absolutely fantastic. The routines are creative, fun, and engaging, providing an amazing workout while also giving your brain a real challenge. Learning the choreography is brilliant for memory and coordination, and every class leaves you feeling energised and smiling. It’s no surprise that the classes are so popular—everyone loves them, and Jose’s enthusiasm and positive attitude make them something to look forward to every week.

Thanks to Jose’s PT sessions and Dance Fit classes, I’m fitter now than I’ve ever been, and I’ve reached a level of fitness that I’m genuinely proud of. The benefits, both physically and mentally, have been enormous.

I’d also like to mention the rest of the team. The staff are always friendly, welcoming, and happy to help. Michelle Dunk’s Pump classes are excellent too—they’re challenging, well-structured, and a great addition to the timetable.

Overall, The Gym Group has been a fantastic place to train. The quality of the instructors, the welcoming atmosphere, and the variety of classes make it a gym I’d highly recommend. Thank you to everyone for creating such a positive and motivating environment!

I am visiting this gym since 4 years . I am taxi driver so have multi gym access. I visited many the gym groups like Feltham London , Birmingham and many others but I found cleanest gym , all weights equipment well organised staff always helpful of the gym group Raw dykes Road Leicester.
Manager Dilever her supervision is top so found it any day any time super clean ❤️❤️❤️❤️
I have my personal senior and experienced trainer Mo Rowe always enjoying training with Him

Very disappointing experience.

There were ongoing issues with some of the gym equipment, and my son had a booked induction/session with an instructor who never showed up. To make matters worse, after I cancelled the membership, he was immediately denied access to the gym even though it had already been paid for until the end of the billing period.

What disappointed me the most was the customer service. They ignored my concerns and didn't even offer an apology. As a paying customer, I expected much better communication and a genuine effort to resolve the issues.

Overall, the service was far below the standard I expected, and based on my experience, I cannot recommend this gym.

Having trained in gyms for almost 28 years across the UK and abroad, I feel able to give a fair review.
The gym itself is excellent. It was clean, welcoming and had a good atmosphere. The equipment is slightly dated in places but perfectly functional, and there is enough variety for a great workout. I would also like to praise the staff member who welcomed me. They were courteous, professional and made joining a very positive experience.
Unfortunately, the biggest issue is the location, which is outside The Gym Group's control.
The shared car park with Lidl was one of the most unsettling I have experienced. There appeared to be people openly under the influence of drugs, and it took me around 20 minutes to find somewhere I felt comfortable leaving my car. I eventually parked where I could see it from a treadmill because I was genuinely concerned about its safety.
During my workout I also witnessed what appeared to be shoplifting activity around Lidl, and most surprisingly, someone who appeared to be openly soliciting for prostitution in the shared car park. It was surreal and not something anyone expects to encounter when visiting a gym.
This was at lunchtime on a Saturday, which made me wonder what the area is like after dark. Personally, I would not feel comfortable with female family members or friends using this location at night.
These issues are not the fault of The Gym Group, and I want to make that clear. However, they are likely to affect people's willingness to visit. I hope The Gym Group can work with Lidl, the site owners and the local police to improve security and safety because the gym itself des

Little to no ability to contact anyone to help you with your membership. I have tried and tried and cannot get anyone to help me with this issue. I have spent hundreds to go to this gym and I can’t even access the facility that I wanted to go to

I am back after a month frozen and Mika was lovely, she is always kind polite and thoughtful!
Thank you!

I have been using this gym for about 5 months and for what it costs, you get what is expected. The equipment is fine, does the job you need it to do and the place is well-maintained.

My only gripe is the payment structure feels convoluted and slightly predatory. I started off paying for the Ultimate +Yanga and quickly realised that I wasn't using it as much as I wanted to so I downgraded to an Off-Peak membership. The transition was easy enough but what they neglected to tell me is that even though I paid for a month ultimate membership 3 days prior, the change will be immediate and I would lose access to what I had paid for, and also got charged a £5 admin fee for something that is seemingly automatic. For a subscription/membership payment model, I feel as if it's a given that if you pay for a month of something, regardless of the changes you make during that month, it shouldn't take effect until the next billing period... Or maybe I expect too much.

I have also been charged more than I should have been on each billing date but credit where credit is due, Customer Service is looking into this for me. The outcome has yet to be determined though.