The Gym Group Reviews 

Absolute poor service .

Renewing memberships without permission. App is useless and chat service takes minimum 2 hours just to speak to an agent.

Using the app under manage yourbership renewal you select cancel and it tells you to cancel DD with bank which I did 15 days ago and guess what when it comes to renewal they re do the direct debit . Waste of time

The Gym Group complaints policy is not fit for purpose. If you have reason to complain about a manager, and you move onto the next level above her, the complaints department just passes your complaint back to the same manager. You then go round in circles and eventually give up.

It’s getting increasingly frustrating that the Gym Group Mall Wood Green site specifically are doing cosmetic updates (like paint jobs and led lights, that also weren’t even the correct Pantone for the brand, how ironic) and closing the gym which is incredibly frustrating as a customer, but with no real change to the things that matter: the ceiling that’s been on and off leaking for quite literally several years, cracks in the mirrors and window, torn pads that never get replaced, heating and air on that is never turned on during the applicable season (not having working air con during this years widely reported heat wave and poor ventilation during the autumn/winter period resulting in heavy condensation - not just in the windows but making the floors and plates slippery and ultimately a health hazard). What is worse is that the managers do not seem to care to improve the site in real terms - Ronnie actually took my phone about 6 months ago to provide a 5 star review on a survey, which I did not consent to and as you can see I would not have rated myself. Please note so many of the staff are lovely, friendly and as a regular this place is a massive source of community. I have met some lovely people here. The value for money is decent given the equipment they inherited is high quality for strength sports - the equipment they have more recently bought however is cheap, the origin bumper plates, for example. This brand or this site at the very least show no desire to invest in the space or put their customers first and it is a real shame for those of us that are incredibly loyal and continue to train here because this space is incredibly important to us. Literally as I speak the gym is being closed for health and safety reasons, because they have no water. The service is becoming comical and it’s a shame because this place feels like home when it actually functions, but that should be the bare minimum when you’re paying for a service!

the staff have good communication, i was working out with my friends and the gym staff gave us some tips with our form. the staff are very kind and are always willing to help, and the facilities are always clean.

App not working at all. Very hard to get in contact with the customer support. I asked for a copy my bills millions of times but never got any response

Incredibly disappointing experience. I bought a day pass online for a Sunday evening session whilst away. Sadly the code did not let me into the Chesterfield gym, and as there was no staff I was unable to gain access. I complained on line via the link but did not receive a response until Wednesday asking the exact details. I gave the requested information immediately, only to not get any other response at all. I have had no reason, apology or refund.

I was not the only person in this situation that evening.

Stick to Pure Gym if you want customer service

The customer service does not exist.
I fail to understand how can such a big chain of gyms can run gyms without even a hint of customer service.

Prices are being increased quite regularly, and when I tried to cancel my membership, the app asks to cancel "direct debit" with bank instead. What kind of cancellation is this?
The app is still showing me as a member! Repeated emails to complaints and customer service either get closed automatically or don't get replied to.

I call upon proper gym operating companies to make use of this gap and come in strongly. You can do better and expand wider if you can offer somewhat respectable customer service because with "The Gym group", it simply does not exist.

I love this gym but it is let down by the disgusting state of the men's toilets

PUBLIC HUMILIATION AND AN APPALLING FAILURE OF STAFF TO PROTECT A FEMALE MEMBER**

On 29 October 2026, I was publicly humiliated, verbally attacked by multiple people and left completely unprotected by the very member of staff I had approached for help.

As a longstanding female member, I privately complained to a staff member, about a man repeatedly wearing his trousers below his buttocks, creating the appearance of exposing his gluteal and pubic areas.

**INSTEAD OF HANDLING MY COMPLAINT PROFESSIONALLY, GIACOMO POINTED ME OUT TO THE MAN WITHOUT MY CONSENT.**

The man immediately confronted me, made degrading personal remarks and shouted accusations of racism, despite my complaint having absolutely nothing to do with race. Another woman joined the verbal attacks, while other members watched.

**I WAS TURNED INTO A PUBLIC SPECTACLE SIMPLY FOR RAISING A LEGITIMATE CONCERN.**

And Staff member's response? Rather than stopping the confrontation, he repeatedly suggested that the man **“had a point”**, even commenting that he himself wore clothing exposing more of his body.

**THIS WAS NOT MEDIATION. IT WAS AN APPALLING FAILURE OF PROFESSIONAL RESPONSIBILITY.**

I did not confront anyone. I approached staff in good faith. Yet I was exposed, insulted and humiliated while the staff member failed to intervene effectively.

**WHAT KIND OF GYM ALLOWS A WOMAN TO BE PUBLICLY ATTACKED FOR RAISING A COMPLAINT?**

**I HAVE FORMALLY NOTIFIED SENIOR MANAGEMENT AND RESERVE MY RIGHT TO PURSUE LEGAL ACTION.**

**ONE STAR. ABSOLUTELY DISGRACEFUL.**

Customer support doesn't work. They auto close a payment related query.

⭐⭐⭐⭐⭐

Amazing gym with excellent facilities and a great atmosphere!

I’ve had a really positive experience with The Gym Group. The gym has a great atmosphere, a good range of equipment, and everything you need to work towards your fitness goals. The facilities make it easy to stay motivated, whether you’re a beginner or someone who trains regularly.

I really appreciate the convenience, the overall environment, and the opportunity to work out at my own pace. It’s a great place to build consistency, improve your fitness, and make progress towards your goals.

Overall, I’m very happy with my experience and would recommend The Gym Group to anyone looking for a convenient, well-equipped gym. Definitely a five-star experience! 💪

Customer service is slow; they often don’t respond to messages. In the restrooms, there is no soap, it smells like urine, and it’s dirty. A terrible experience.

Gym facilities are excellent. However I joined monthly. My subscription was cancelled without reason. I rejoined Pay for another monthly membership and I'm told to wait 10 minutes to get my new login details. I waited 30 minutes and I still got nothing. It's been out for so long. I've paid twice now for the membership and I can't even get in. There's no one I can talk to.

It is impossible to cancel the direct debit payments. once you are in, they keep taking your money forever even if you cancel and they never return them. AVOID

Great gym always clean love the app so i can see how busy it friendly staff always willing to help ruby is lovely always really helpful great gym and team ….

Stop asking me to write you reviews. Gyms are too expensive. You shouldn't charge a joining fee.

Helpful staff, Really nice, Good equipment, app is really helpful for beginners.

Absolutely amazing happy with the classes
Staff are friendly

Their app doesn’t work, there’s genuinely no customer support and the facilities are very dated and worn.

In my case I went for the highest subscription to allow for access to multiple gyms. It never works so you have to bang on the glass and hope a member is staff is available (which is very rare as they operate staff by CCTV here)

Have asked staff members and tried the customer support portal for help. You don’t get anywhere, just the least intelligent AI assistant telling you it doesn’t understand. Advice to anyone having a similar issue: cancel the DD and choose a better gym

I love this gym it got all the mainframe and coordination.. I love training in this gym .... the staff are all in perfect balance ..,. Plus the price at 22.99 is awesome at anyone's standards 👏 👌 😎 really happily pleased 💟I am very grateful to you all at the gym 🏋️‍♀️ 💪 group regards Richard Lewis 💛