Fitness First UK Reviews 

Terrible customer experience - when the gym is closed they don't tell you and you can't contact them.

FitnessFirst-Balham

WOW❤️What a GYM!!!

I have been a member of this Gym for a while and it feels so good to see consistency in what you call a high-quality place.
On arrival, a member of the motivated staff welcomes you with a big smile.

Such a friendly, knowledgeable staff that altogether contribute to a positive and encouraging experience they all are helpful and approachable. For example, they invite you to attend a variety of classes and they demonstrate how to use the equipment on the gym floor.

This place is always clean and well-maintained with a variety of high-quality equipment for an effective workout.

I attend classes quite often and my favourite is the one directed by Norman. His technique, discipline and timing are unbelievable as well as the music choice.

Other members of staff like James and Nico work immensely hard in their classes to keep us all busy and happy.

I ❤️ this gym…congratulations NORMAN for keeping everything and everyone in place…this gym wouldn't be the same without your management skills!!!

Ana-Paula

“This gym is next-level awesome! The vibe is electric, the equipment is top-tier, and the staff is always on point. Whether you’re lifting heavy, crushing a class, or just getting your cardio in, this place has everything you need. Super clean, great energy, and an overall killer experience. 10/10 recommend!”

Do not respond to emails . increased membership by 12% whilst in a year where no air conditioning all summer , 5 treadmills not working and the sauna doesn't work.

Read response ...the issue is the significant increase...I did speak locally but they always say they will speak to head office, so I emailed head office and didn't get a response .

I froze my membership in November, yet they charged me for the entire month anyway. Same thing happened in January—I froze it, but they claimed I did it too late. However, I haven't set foot in the gym since November, so how does that make sense?

Now, after all this mess, they’re telling me I still owe two months' fees, and only then they MIGHT cancel my subscription. Absolutely unacceptable. Either their system is flawed or this is just a blatant scam to squeeze money out of members.

Dishonest, unprofessional, and a complete nightmare to deal with. Avoid them

Cathy, was really helpful and considerate. She was very prompt in returning my emails and dealing with my query. Excellent service.

Terrible, was a member at London Queen Victoria Street. A lot of the equipment is broken and the manager was extremely rude when i pointed this out.

Has to cancel my membership as a result

edit: contacted support and they assisted me in the end

Website says I didn't pay but I was charged twice! I asked the customer service to confirm... no news for 5 days now.

I just want to get my money back and FF to confirm I won't be charged/my membership has been cancelled to avoid further bad surprises.

It's a shame because overall, I enjoyed using their gyms but this is leaving me frustrated and bitter.

I've also created a case on Resolver.co.uk as they seem to respond but most cases seem to be escalated. When you pay £100pcm the least we can get is a simple email confirming and a website that takes payment properly.

EDIT: 2 weeks and nothing from FF except from a pathetic response here asking me to send an email to the address I’ve been emailing desperately FOUR TIMES.

Just do better.

Amazing experience, very friendly environment

FFCJ is great! All the staff and trainers are friendly and helpful. Dylan in particular is amazing! The cleaners are constantly working to keep things in top shape. All the equipment is nearly always working. And the eGym system is a nice add. They are always working to improve things!

Emma was very quick to respond to my emails and helpful in making appropriate changes to my membership. Thank you

Gemma at renewals gave me the right information I needed and was so helpful. Lovely woman :)

I really enjoy fitness first. Yes it is overcrowded during peak hours, but I try and work around that, by using the gym first thing in the mornings and return some evenings for a class activity which really works for me.

Every since joining I have found all the staff to be very friendly and welcoming. I would like to take this opportunity to thank Percy who has been amazing and has taught me so much. When around he will always find the time to see how I am doing, offer advice and makes sure I get the best from my training.

Fitness first Brighton closed less then 24h notice given. Lease for venue already been signed by new tenant so they new before but just wanted keep signing people on, closed 28th still no refund and not getting all money back even though no hot water for 2 weeks poor

Gemma, is the best she goes over and above to get you a deal. I was toying with the idea of joking another club but was convinced by Gemma to join FF. Great facilities and warm hospitality.

The trainers and staff at the club are excellent. What goes on at your HQ is beyond me. I have a contract where I have paid up 100% upfront and you breach that contract by removing ‘on demand’! Then given what going on in the USA you launch Captain America workouts! I want workouts not cheap gimmicks. Who thought of that needs sacking as does your IT Director for choosing a new App platform that doesn’t support ‘ On Demand.’

Fitness First closed my gym (Tottenham Court Road) on December 16th but only informed me on November 15th—less than 30 days before my renewal on December 14th. Their policy requires 30 days’ notice to cancel, meaning I had no way to avoid being charged for a service that was no longer available.

Despite requesting cancellation on December 5th, I was still charged £125 for December 14th - January 14th, even though the gym I signed up for closed on December 16th. They refused a full refund, claiming I had a “complimentary upgrade” to other locations—an excuse to charge me for a service I didn’t sign up for.

Terrible customer service, unfair contract terms, and no accountability. Avoid.

EDIT - in response to fitness firsts response:

I didn’t want membership to other fitness first gyms, as this one was about a 1 minute walk to my house, the next nearest was a 20 minute walk. That is not a like for like replacement! Is simply wanted a refund for the month that I was charged for where my gym wasn’t operating. Similarly, I didn’t want a frozen membership, as my gym was permanently closed. What would I be freezing for?

The Membership Services team refused to refund me for the period when my gym was closed, but I was still paying for it. The matter was not resolved - you simply said that “this was your final stance on the matter”

Just re joined. Great gym, great new refurb, clean not too crowded, nice ambience. Staff are literally so helpful. Particular shoutout to John who has worked there a while, Kate, Luke & Dan but Brooklyn has gone above and beyond showing me how to use stuff, correcting my form etc, really lovely helpful guy. Thank you

Gym and spa area is over packed during peek hours and should be regulated as it may cause serious injury for example the sauna bench is severely damaged and likely to fall through at any moment also on the gym floor weights are left every where and its overcrowded you can easily trip or hit your head on the air conditioning ducting ( near the mirrors where the bicep curl free weight stand is) if your above 6ft and could lead to a serious head injury. Weekend hours changed due to c-19 were never put back to normal this is a clear indication that they care more about cutting cost then keeping members happy! also to add salt into the wounds if you try to go earlier before work (WEHN IT OPENS) and want to use the spa area nothing is working at the correct temperature until atleast 06:30 this is a shame and as this is a regular thing it should be stated online or within the app!

I will verify with I.D so everyone knows this is a review from a frequent member who is genuinely disappointed and considering moving else where.