The Gym Group Reviews 

Love the sessions with Ade. He makes you work but you’ll go back because they are fun!

Extremely poor staff service and unfair treatment (discrimination exists with this staff In Barrow-In Furness)
I had a very frustrating experience with a member of staff this evening. I clocked in at 18:30. The app showed me as checked in, and I had already received and entered the access code but the door didn’t open. I showed the code to the staff member, but was told I still had to wait 20 minutes.after 20 mins I pressed the help button and knocked on the door, but the staff member ignored me completely, even though it was obvious she could see me. She finally came to the door at 18:52 after I asked one of customers going in to come for help and she came out. When I explained that the app already showed me as checked in (not pending) and that I had the code, she simply repeated that I had to wait. When I calmly asked to speak to a manager, she accused me of being “threatening.” And I asked how am I threatening all she said was your approach was threatening and asked her how’s my approach threatening and then she said your voice is threatening. She was judging me on my voice.
A short time later, I watched the same staff member let other people in without them using the login system at all it’s between 18:50 to19:10 and At 19:21 she allowed a white person wearing black shorts and a T-shirt straight through.
It is completely unacceptable to make one member wait while casually letting others in without following the proper process. The way I was treated, especially after being told my request for a manager was “threatening,” felt discriminatory. Staff should not be allowed to decide who gets in based on anything other than the rules that apply to everyone.
This is the worst staff interaction I have had at this gym

Terrible customer service. I haven't been able to resolve a problem for days. I wouldn't recommend it to anyone.

I have the "ultimate" membership which used to work well - I can add any gym. However for the last week I've been unable to add the gym I want to visit because apparently they are "upgrading" their site - funny upgrade. No answer to emails, live chat is just a bot, no phone number and no way of knowing if I will be able to speak to a human about this at the gym (since I won't be able to get in). Will cancel membership if not resolved soon.

Disgusting shocking service , joined on 12th August but pin number issued not allowing any access into the gym.
Main head office number nolonger working...No responce to emails, the gym staff not able to help either. , just a complete disgusting service. Ive now had to contact my paymemt provider to claim my money back.

Stay well away from this gym

This is the worst customer service team possible!
I tried to cancelled my membership due to changes in my health and they still have not got back to me. The money still came out of my account when you can supposedly cancel your contract 4 working guys before your direct debit, to avoid charges. Well they just ignore your requests by form and make it impossible to contact a human being. There is no contact number, no live chats and no one in the gym to help you. Your only option is to submit a form which never gets answered.

Don't waste your time just avoid this company to save yourself from the stress and hassle.

Six months ago you could phone customer services up and talk with them. Not any more! Now you get a next to unless chat bot, when you ask to be connected to a real person it just hangs.

I tried using the app (as suggested) and when you try to contact them about membership you get a message saying that new features will be coming soon.

waste of time, non existent customer service and waste of money

Non-existent customer service!

So frustrating. I was enjoying my 'ULTIMATE' membership, the classes and the 24-hour access being the biggest draws.

However, my PIN suddenly stopped working, for no apparent reason. (My membership payments were up to date, in case you're wondering.) I requested it again via the 'forgotten PIN' feature and it still did not work.

And then I ended up down an endless rabbit hole trying to get it sorted. Every time I raised a query via their contact page, I received an email saying the inquiry had been closed, even though nothing had been done!

Oh and they 'helpfully' provided a phone number for customer services, which when you call it says it's no longer in use!

So eventually I decided to bite the bullet and cancel my membership. But there's no way to do that either!

So I ended up just cancelling my direct debit and am now hunting for a less frustrating gym to join.

I wish I could write zero stars, their customer service is so poor, I wanted to cancel my membership which was successful, but they have now denied me access for the rest of the billing cycle, which they say can be rectified if you contact the customer service team, their live chat isn’t even a live chat and it’s just automated responses that repeat themselves time and time again, I wanted a refund for this month since I haven’t once been but they are choosing to ignore me, they are the definition of modern day scammers, I wish this company to get what they ultimately deserve, such high incompetence… I will never sign up for such a gym in my life again I am fuming, I have been chasing them for days and not getting anywhere

still no response, I just want me vat receipts, I'm leaving a 1 star review for every month I have not received a receipt for, I've been with you for 3 years ...

DISGUSTING SERVICE!

I have been a member of the gym group for over 4 years and not had a problem with them until recently when they decided to go fully automated with their customer service. Since I recently renewed my membership, I have not been able to access my local gym without assistance from staff. On attempting to report this, I have filled multiple forms which comes back closed stating that their FAQs can address my issue (it doesn't, I've checked), their live chat service is a joke as the chatbot doesn't seem to be able to connect you with a human, and the only working telephone number is now offline. This is OUTRAGEOUS! When I subscribe to a service, I expect to get the help with ease when needed.

Speaking with the management in my gym, they simply inform me to fill in this online form - COMPLETE RUBBISH(!!!) as this gets closed as soon as you submit it. What's the point if running a service if you really don't want to deal with people?

I expect a full refund on my membership, as such a simple issue should not be this lengthy and stressful to resolve!

Clean, good facilities and helpful staff

While the facilities at the Oxford branch are nice, well-kitted, and well-maintained, The Gym Group’s customer service is utterly appalling. They provide no contact phone number, forcing you onto an online chat where support takes hours to respond while expecting you to sit tethered to your computer waiting. It is an unbelievably frustrating experience that completely undermines an otherwise decent gym environment.

The best coach from this gym is Maria Papa she helped me to lose weight..I m very happy with her and her performance!! Highly recommended!

I have been trying to cancel my subscription membership to the Southfields Gym Group for 4 month but they are still taking money from my bank account and not replying to my cancelation requests... Scam!

I paid to sign up for the gym, but now they have revoked my access without any prior notification or explanation. There are no members of staff in the gym and no one is replying to the phone call / support chat. That's just stealing.

The gym is just alright for the price. But beware the free freeze is predatory in nature. You can’t simply unfreeze and finish your already paid month. Instead it’ll be rejoin and pay for a new membership fee. Extortionate!!!

Very bad, the customer service takes weeks to answer questions IF they answer…. They tried to take my money even if I cancelled the subscription. Thankfully my bank took care of it

The equipment the members are fantastic, but what makes this place special is Samone the trainers and other staff members. It just goes to show you can have a friendly place for everyone no matter your fitness level and feel comfortable. If you haven't been here to try it out I highly recommend it.