Shit class. Shit instructors. Shit equipment. Shit manners. Absolute shit. Staff extremely rude and racist. I entered a class as a first timer, instead of feeling welcome, I was publicly shame... See more
Company replied
Location
Switch locationMarble D off Claremont rd, NW2 1XQ Brent Cross, GB
•While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
I would like to take the time to give some positive feedback about Jonathan, who assisted me with an issue regarding my gym membership. I normally feel quite nervous when speaking to people... See more
Excellent Service from Staff The staff that attended to me Shakyle was quite helpful. He made the whole registration process seamless. He took me through the facility, how to use the gadgets I nee... See more
Company replied
It's my local branch, easy to get to. Staff are friendly & very helpful. Facilities are clean & welcoming. Good fitness space & varied activities.
Company replied
Company details
Written by the company
Welcome to Better! We’re a charitable social enterprise, committed to the health and wellbeing of everyone in our community. From gyms, leisure centres and swimming pools to lessons and courses for both adults and juniors - plus libraries and children's centres - we've got it all. So whether you’d like to try something new, keep the kids entertained or have a dip in the pool, discover our inclusive range of activities, suitable for all ages and abilities at your local Better centre today.
Contact info
Marble D off Claremont rd, NW2 1XQ, Brent Cross, United Kingdom
3.5
Average
33 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Jonathan’s amazing customer service/ Belfast
I would like to take the time to give some positive feedback about Jonathan, who assisted me with an issue regarding my gym membership.
I normally feel quite nervous when speaking to people over the phone, but Jonathan immediately made me feel comfortable and at ease. He was cheerful, friendly, patient and extremely helpful throughout the whole conversation.
He listened to my issue, took the time to understand what I needed and resolved the problem straight away. I never felt rushed or uncomfortable, and his calm and positive attitude gave me confidence.
Jonathan genuinely made my day. It is not often that you come across someone who provides such excellent customer service, and I really appreciated the way he treated me.
I believe you should have a lot more “Jonathans” working in customer service! He is a real credit to your organisation and deserves recognition for the excellent service he provided.
Thank you, Jonathan, for making what could have been a stressful situation into such a positive experience.
August 21, 2026
Unprompted review
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Terrible experience. Terrible staff, especially Jenny.
Shit class. Shit instructors. Shit equipment. Shit manners. Absolute shit.
Staff extremely rude and racist.
I entered a class as a first timer, instead of feeling welcome, I was publicly shamed and spoken to in a racist manner. I was spoken to like a little kid by the instructor, her name is Jenny, all because I accidentally sat at a mat that was empty not knowing someone had already claimed that spot.
The instructor was extremely dismissive and passive, using her hand to gesture for me to go to the door like a dog.
Never felt so unwelcome and isolated.
Terrible experience. Cancelled my membership and never entering their building ever again.
August 21, 2026
Unprompted review
Reply from Better - Hendon Sports Centre
Hi Omaima,
Thank you for taking the time to share your feedback. We're very sorry to hear that your experience left you feeling unwelcome and unsupported.
We expect all customers to be treated with courtesy, respect, and professionalism, and we are disappointed to learn that this was not your experience. We recognise how upsetting it can be to feel dismissed or singled out when attending a class, particularly as a first-time visitor.
We appreciate you bringing these concerns to our attention and sharing your experience with us.
Warm Regards,
Hazal
Excellent Service from Staff
Excellent Service from Staff
The staff that attended to me Shakyle was quite helpful. He made the whole registration process seamless. He took me through the facility, how to use the gadgets I need for my personalised fitness exercise. He also attended promptly to my enquiry via email after my visit to the gymn.
July 16, 2026
Reply from Better - Hendon Sports Centre
Hi Oluwabunmi,
Thank you for your wonderful feedback.
We're delighted to hear that Shakyle provided such helpful support and made your registration process seamless. It's fantastic to know that he took the time to show you around the facility, explain the equipment relevant to your fitness goals, and followed up promptly with your email enquiry after your visit.
Providing a welcoming and supportive experience for our members is extremely important to us, and your kind comments will be shared with Shakyle and the team. Thank you for taking the time to recognise his excellent service.
Warm Regards,
Hazal
Couldn't get my barcode too come on my…
Couldn't get my barcode too come on my app so was having too explain this gor 15mins each time I went gym so have cancelled too much agro
July 3, 2026
Reply from Better - Hendon Sports Centre
Hi Debs,
Thank you for taking the time to share your feedback.
We're sorry to hear about the difficulties you experienced accessing your barcode through the app. We appreciate how frustrating it must have been having to explain the issue on each visit, and we're sorry this led to you cancelling your membership.
We appreciate you bringing this to our attention and will ensure your feedback is shared with the relevant team as we continue to improve our services.
Kind regards,
Suheera
Everything is very clean
Everything is very clean, the staff are very friendly and supportive.
A special thank you to the trainers, they are highly professional
July 8, 2026
Reply from Better - Hendon Sports Centre
Hi Marie,
Thank you for your kind feedback.
We’re really pleased to hear that you found everything clean and well maintained, and that our staff were friendly and supportive during your visit. It’s especially great to hear your recognition of the trainers and their professionalism, as they work hard to provide the best possible experience for our customers.
Your comments will be shared with the team, and we look forward to welcoming you back again soon.
Warm Regards,
Hazal
Gymnastics coaches awful
Coaches were passive, disinterested and made no effort to induct my child to their first lesson. Were then told (in front of her) it was her fault for not asking for help. From the 3 instructors who were sat on the side not engaging with children.
May 24, 2026
Reply from Better - Hendon Sports Centre
Hi Lucy,
Thank you for your review!
We understand that you were previously in contact with us regarding the incident you've highlighted above.
We'd love to discuss further with you if you have the time, and we've spoken to the relevant individuals regarding this.
We deeply apologise for the interaction and the impact this had on you and your little one.
Thank you again for raising this with us!
Warm Regards,
Kaisha
Need a better take care of the…
Need a better take care of the equipments There's no pads on the bars When you need to use them and leg press machine wasn't fix for more than 2 weeks we left without it being fixed , Joining fee is unnecessarily if you were a Previous member for more then a year specially with all this living crisis
April 27, 2026
Reply from Better - Hendon Sports Centre
Good Afternoon,
Thank you for your feedback!
We appreciate your feedback regarding the maintenance of some of our facilities, particularly our leg press machine and the time it took to repair this.
We also value your feedback on our £12.50 joining fee for returning members.
We're more than happy to share this with the relevant teams for further review.
Thank you again for your feedback!
Warm Regards,
Kaisha
Better Hendon
All the staff is very welcoming and kind. The facilities and all the equipments are great!
April 13, 2026
Reply from Better - Hendon Sports Centre
Hi Alice,
Thanks for the great feedback!
We’re glad you’re enjoying the facilities at Hendon Sports Centre!
Hope to see you again soon.
Warm Regards
Azaria
HENDON my local branch
It's my local branch, easy to get to.
Staff are friendly & very helpful.
Facilities are clean & welcoming.
Good fitness space & varied activities.
April 15, 2026
Reply from Better - Hendon Sports Centre
Hi Miss Bell,
Thank you for the lovely review!
It’s great to hear that your local centre is working well for you and that you’ve had such positive interactions with the team.
We’re also pleased you’re making good use of the facilities and enjoying the space.
We really appreciate your feedback and look forward to seeing you again soon.
Warm regards
Azaria
No competitions arranged
My daughter has been in the gymnastics squad for 2 years in the lead of to her A level PE. The training has been brilliant and her gymnastics has improved but she was not entered into any formal competitions. If you want your child to compete I would go to another club especially if they need to show they have competed for their GCSE or A level practical assessments
March 12, 2026
Unprompted review
Reply from Better - Hendon Sports Centre
Good Afternoon,
Thanks for your review!
I have sent you a find reviewer request so I can look into your complaint.
Please ensure you fill this in within the next 3 days so I can assist you.
[Update]
Hi,
Thank you for providing this information!
We have escalated this to the Team for further review.
Please note that we've asked one of our staff to contact you with an update regarding the concerns you've raised.
They should be in contact with you shortly.
Thank you again for your patience!
Warm Regards,
Kaisha
Reply from Better - Hendon Sports Centre
Hi Angela,
Thanks for your review.
We are so pleased to hear that the staff at Hendon Sports Centre have been so friendly and helpful!
Warm Regards
Hazal
Clean and spacious.
Clean and spacious.
Hope they will fix the machine that needs fixing.
November 11, 2025
Reply from Better - Hendon Sports Centre
Good afternoon, Nusky,
Thank you for taking the time to share your experience with us.
We hope the equipment will be sorted out as soon as possible, and we appreciate your kind words about our facilities.
Kind Regards,
Sara
Reply from Better - Hendon Sports Centre
Hi Bita,
Thanks for your review.
We are so pleased to hear that you are enjoying the activities at Hendon Sports Centre!
Warm Regards
Hazal
the gymnastics session I booked online…
the gymnastics session I booked online for my 4-year-old daughter at Hendon Leisure Centre on Sunday.
When we made the reservation, it was stated online that the instructor would be a female coach named Nadia. However, when we arrived at the session, the coach was male. This unexpected change made my daughter very uncomfortable, and she started crying and was unable to participate in the session.
Due to this, we requested a refund at the time, but we have not yet received any update. Could you please let me know the status of our refund?
July 27, 2025
Reply from Better - Hendon Sports Centre
Hi Derin,
Thank you for your review.
We are sorry to hear you were unhappy with the session.
We can see that you were sent a refund form on the 28/07 and depending on when you filled it in, it will take up to 14 days for our refunds team to investigate and process your refund.
They will be in touch with you directly to provide you with an update on your refund in due course.
Warm Regards
Hazal
Majority of staff are very rude not…
Majority of staff are very rude not helpful and uncaring of the participants feelings
June 19, 2025
Reply from Better - Hendon Sports Centre
Hi Amelie,
Thank you for your feedback.
We’re truly sorry to hear about your experience and that you felt the staff were rude and unhelpful. This is not the standard we strive for, and we take your concerns very seriously. We’re committed to providing a supportive and caring environment for all participants. Please feel free to reach out to us directly at customerservices@gll.org so we can better understand what happened and work towards making improvements. Your feelings and experience matter to us.
Kind regards,
Charmaine
I’m very happy with better,especially…
I’m very happy with better,especially the staff are very kind,I would appreciate zoltan one of the staff working there ,he always tries to help the gym members.
June 11, 2025
Reply from Better - Hendon Sports Centre
Hi Daniel,
Thank you so much for your kind words!
We are delighted to hear that you're enjoying your experience at the Hendon Sports Centre and truly appreciate you highlighting our team. We'll be sure to pass your special thanks on to Zoltan — he’ll be delighted to know his efforts are making a positive impact. We’re lucky to have him, and even luckier to have members like you!
We look forward to seeing you in the centre again soon.
Kind regards,
Charmaine
I used your Gym for the first time…
I used your Gym for the first time yesterday. I am very happy with the Hendon site
June 3, 2025
Reply from Better - Hendon Sports Centre
Hi Andrew,
Thank you so much for visiting our Hendon gym and for sharing your experience!
We’re thrilled to hear you’re happy with the facilities at the Hendon Sports Centre. We look forward to welcoming you back soon! If you ever need any assistance or have questions, just let us know.
Kind regards,
Charmaine
Very helpful staff
Very helpful staff, showed me around to get me familiar with the place. Lovely gym with lots of equipment to use!
May 14, 2025
Reply from Better - Hendon Sports Centre
Hi Miss Sheehan,
Thanks for your review.
We are so pleased to hear that the staff at Hendon Sports Centre have been so helpful and that the gym is so lovely!
Warm Regards
Hazal
I am a new member
I am a new member. I joined because I would like to be more active and learn new things. I joined a step class yesterday. I arrived feeling excited and I left feeling upset with the teacher but also the management. I will tell you why. The step class I attended yesterday at 6pm was full. The teacher never asked if anyone was new to step Or introduced herself. She bluntly said if you are new and can't keep up just go back to the basic step (up and down the box). I thought this was odd. The first 15 minutes were manageable but they she quickly added more steps and kept on adding more steps without teaching or breaking this down or allowing time for us to practice. It went from bad to worse. She kept saying "good job" 'well done" when only 2 people out of 14 were following. One of them was a step class teacher and the other one was regular attendee. The majority struggled. One left. I stopped as I was very upset with the teacher who did not cater for new comers. I then rejoined and it was worse. I felt she was not teaching but just doing a step class for herself. Shocking. Being a yoga instructor myself and having taught for many many years my number one rule is to alwasy make sure people do the same thing at any given time. This was def not the case as everyone struggles. Things got worse when we moved from step to hiit training.go figure. I eventually stormed out of the class after giving her 40 minutes and went to speak to the manager who said to me I could not really complained because it was my first class and that I should speak to the instructor. This comment shocked me and upset me even more. So instructors are doing things wrong and we are not supposed to let managment know? I waste one hour of my time. I will not return to this class. This instructor needs a) to engage with attendees b) ask questions c) read the room c) adapt accordingly she did none of that And I am considering leaving after just joining 2 days ago.
April 29, 2025
Reply from Better - Hendon Sports Centre
Hi Thierry,
Thank you for taking the time to share your detailed feedback. First and foremost, we're very sorry to hear about your disappointing experience in the step class. We understand how important it is to feel supported and welcomed, especially when trying something new, and it's clear that your expectations were not met.
We sincerely apologise for the lack of instructor engagement and the way the class was delivered. A well-run class should always consider the varying experience levels of participants and ensure everyone feels included and guided throughout. It’s also concerning to hear about your interaction with management, and we regret that your concerns weren't handled with the empathy and seriousness they deserve.
Please know we take your feedback seriously and will be addressing this internally with both the instructor and management team. Your insights, especially as a fellow fitness professional, are extremely valuable, and we’re grateful you took the time to share them, even in frustration.
We would welcome the opportunity to speak with you directly, not only to apologise personally but to ensure your voice is fully heard and to explore how we can restore your confidence in our community. If you're open to it, please reach out to the Duty Manager at the centre to discuss your concerns.
Thank you again, and we hope you’ll give us another chance to provide the positive and inclusive experience you were looking for when you joined.
Warm regards,
Charmaine
Junior membership very restrictive and not many yoga/pilates classes before 10am!
Really disappointed that there are so few yoga / Pilates classes before 10am and also my 15 year old son is struggling to find slots to attend the gym as times seem to be so restricted. Adult and junior gym is often unavailable in the early morning and this is the only time he can go with his dad before school. Going during the holidays has been helping them both to bond and to get fitter, but now they will both likely stop because of this restriction. 😔
(To clarify - the gym opens at 6am but he is not allowed in until 6:30am for no discernible reason. This 30 minutes would make all the difference.)
April 11, 2025
Reply from Better - Hendon Sports Centre
Hi Tania,
Thank you for sharing your feedback with us. We understand that our classes are very popular, and we know many customers would love to see more availability. We're continually reviewing ways to make more sessions accessible to everyone.
We also appreciate that the current timetable may not work for everyone. One suggestion is to check the schedules at nearby centres, as they may offer Junior Gym sessions at different times with more availability.
If you need any help or would like further support, please don’t hesitate to reach out to our Customer Service Team—they’re here to help.
Kind regards,
Sarah H
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.