Everlast Gyms - Sunderland Reviews 10

Extremely Disappointed with Everlast Gyms

I had my membership frozen while my home gym in Sunderland was closed for refurbishment. Due to an honest mistake, the membership was accidentally unfrozen, despite my clear intention for it to remain frozen. I did not use the gym at all during April and explained this to the Sunderland team, expecting a reasonable review of the situation.

Instead, I was told I would be charged the full month’s membership fee regardless and that nothing could be done. When I disputed the charge and asked for the matter to be reviewed as a gesture of goodwill, my emails were completely ignored. After sending multiple follow-up emails and giving them ample opportunity to respond, I received no reply whatsoever (I was dealing with a lady called Claire who calls herself Membership Experience Host)

The lack of customer service was far more frustrating than the charge itself. Being ignored when trying to resolve a genuine issue is unacceptable. I eventually had to escalate the complaint to head office because the local team simply stopped responding.

For a company that claims to value its members, this experience showed the opposite. Poor communication, no flexibility, and no willingness to engage with a loyal customer over a genuine mistake. I would think twice before joining Everlast if you expect fair treatment when issues arise.

Just left Everlast after several years. Joined in 2017 when it was DW fitness and transferred my membership here from Byker. Covid hut and DW went bust and Mike Ashley takes over and like everything else the man touches it just went down hill.

The place looked a bit rough in 2022 when we were all promised a full refurbishment was coming "soon.". Then in 2023 the hot tub closed for "temporary maintenance" and would be fixed "soon." Two years later they've built plastic decking over it and it ain't re-opening.
Only 3 showers ever work and if someone uses the one next to you, you water goes off. Soap dispensers and toilet roll never replaced in toilets. Same rubbish in the changing room for several days. The showers are covered in mould and stink of drains.
The final straw was there was a wood screw lying on the floor of the changing room for over two weeks in exactly the same place giving me the evidence needed to confirm the floors hadn't been swept or mopped in this time. This is not acceptable.
This place is a sad reflection of its former glory and it's lost by business. I won't be paying them a month's notice either.

I’ve been coming to this gym since it was the DW, From broken equipment to a £40 a month membership only for the steam room to be off 3 times a year ( for “2 weeks”, and the pool constantly being busy it’s starting to go downhill massively this place, Showers smell like shit, dirty unclean floors and as I mentioned £40 a year for half of the activities not to be on offer, 0 compensation for anyone effected by these condtant problems that get neglected and left. This gym used to be amazing now it’s crap. Standards have really dropped here

The atmosphere is some classes in this club was not welcoming. Very local-cliquey. The gym was far from the centre and does not have enough good, interesting mid-high intensity classes. I think I gained approx 5 kg in weight during the duration of my membership (not muscle:> There was just nothing interesting/ worth attending apart from 1 class/week. Maybe good for retirement-age locals with a very good metabolism and a bad sense of humour.

It’s a terrible Gym! Half the equipment is broken, about to break or just really old and tatty. It’s embarrassing how much is broken or in desperate need of an update! The staff couldn’t care less, really not welcoming at all. The jacuzzi is gone, the steam room is knackered, the pool is always full. The showers stink, and it’s just so awful. The management should be ashamed of the state of it.

I have been a member of this gym for a number of years now and have to say I have watched its decline. From a gym that you were able to train, use the spa facilities and then grab a lunch (with various protein blended drinks also at hand to order). To a gym that feels like customer service or polite interaction is at the absolute bottom of the list. Of late the gym has decided to remove the hot tub facility without any, to my knowledge anyway, for warning. This gym used to be somewhere I recommended to friends. Now, in my opinion, it is an absolute nightmare of a facility, I am not sure why from a really stand out facility it has been allowed to decline in such a way. My membership is now cancelled and I will not be returning.

No management in this gym the receptionist can’t say hello not sure they know the meaning of the word reception! The whole place is tired and needs a refurb. Steam room is grubby when I was I a guy had a razor and was shaving !!!!

Pool toilets cordoned off and closed for months, the disabled toilet the only other pool side option has a notice on saying "be aware toilet door does not lock". The jacuzzi that was a big part of why I signed up has been drained and we assumed was being fixed, i have learnt today it is now being taken out and wont be replaced. Today I arrived and the pool is closed and they hope to get it open for Saturday but they can't be sure. They apparently put signs on the desks stating this just a week ago but I have been away so didn't see them. Given that they send me at least 5 or 6 sales emails a week I think they could have managed to email this vital information to people so they didn't waste a journey/time/fuel. I am now paying another pool on top of the monthly membership to Everlast as have an event coming up and need to swim. Manageress rude and aggressive. She seems to struggle with somebody politely and quietly stating the list of issues. Reduction in monthly fee refused even though the only things I use are not available. Refused to cancel the yearly contract despite the fact they are not providing the service I signed up to. Tried to email head office as per website but got an automated response re cancellations so nobody dealing with it at that end. Rang the Sunderland branch to get a head office number and they don't have a contact number but referred me back to the email queries page which simply gave an automatic response. This is by far the single worst customer service I have ever had from a gym. I gave it one start simply because it would not allow me to give it zero. It seems the only way to deal with this will be to cancel my membership, wait till they take me to court and defend the claim/counter claim through the court as there is no way to escalate a complaint through the company.

Be careful!! At sunderland they don’t allow you to use your guest passes as stated on their website:
‘’WHAT IS THE FRIEND PASS PERK?
With our adult memberships, you get 2 FRIEND PASSES to use per month. This means you can bring a friend to train with you for free, twice per month’’
They want you to bring people who will sign up for a membership and will refuse entry to your guest if this isn't the case!