Puregym member Services Staff Niamh really went out of their way to find a solution and resolve my problem quickly. Thank you so much Niamh.
Location
Switch locationRoyal Oak Centre, CR8 2PG Purley, GB
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Just joined recently. Gym is clean, reasonable priced and people are respectful. This however, is a busy gym and although there's sufficient Cardio Machines, very often there's some waiting to use... See more
Why do PureGym take money out your account when there not supposed to. Once again had money taken from my account, when sign up evidence from PureGym directly shows I am not due to make a payment till... See more
Company replied
The gym has some great class instructors. Sunday morning spin class today, Sam: used a mic, played great music, was instructional and motivational throughout the class and kept it varied not just spri... See more
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Company details
- #15 of 17 best companies in Gym
- #11 of 11 best companies in Fitness centre
About PureGym UK - Purley
Written by the company
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Everybody Welcome at the UK’s favourite gym
At PureGym we believe everyone should have the opportunity to enjoy a fit and healthy lifestyle. So we have made it simple, affordable and convenient.
From low cost flexible memberships, to quality gym equipment and a wide of classes included, there are loads of reasons why PureGym is the UK's favourite gym.
We welcome everyone regardless of gender, sexuality, size, age, ethnicity or ability. Our gyms are friendly, supportive and judgement free spaces where everybody can come in, work out and leave feeling good.
We offer:
- Hundreds of gyms nationwide
- No contract memberships
- 24 hour opening times
- Classes included in your membership
- A huge range of quality kit
- Experienced Personal Trainers
Contact info
Royal Oak Centre, CR8 2PG, Purley, United Kingdom
3.7
Average
155 reviews
Replied to 94% of negative reviews
Typically replies within 1 week
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Puregym member Services Staff Niamh…
Puregym member Services Staff Niamh really went out of their way to find a solution and resolve my problem quickly. Thank you so much Niamh.
19 March 2026
Unprompted review
I am raising multiple complaints and requesting a refund
I am raising multiple complaints regarding the hygiene and health standards, general management and maintenance as well as the PureGym franchise being impossible to reach out to through email. All aspects fall far below what is reasonably expected from a professional fitness facility.
To start, this morning on the 23rd Jan at around 7:30 am, there was an extremely strong smell of urine flooding the entire gym. the odour was so overwhelming that it made the environment intolerable and I was unable to finish my workout and felt I had to leave the premises. It raises serious concerns about cleanliness, maintenance and health standards.
in addition to this particular incident, there have been various instances that seem to be repeatedly ongoing issues including members not returning weights after use, littering food wrappers, empty bottles or cans and tissues scattered around the gym and individuals occupying more than one machine at a time or leaving personal belongings on machines to reserve them while being in other areas of the gym. this behaviour is disruptive, and it suggests a huge lack of adequate oversight and enforcement of basic gym etiquette.
Despite paying for a service that should provide a clean, safe and well managed environment, these standards have not been met at any time throughout me joining in December. As a result, I no longer feel able to continue using this facility.
Through three different emails that I have failed to reach or connect with, I have requested a refund of my short- lived membership as the service that I signed up for does not align with what was advertised or agreed upon at the time of purchase.
I hope that this issue can be addressed and my feedback reaches you.
23 January 2026
Unprompted review
Reply from PureGym UK - Purley
Hi Sue- Thanks for taking the time to leave this review, we always appreciate and take on board member feedback. We would like to apologise for any inconvenience caused. We would like to assure you that we are reviewing feedback and will ensure this is addressed in club. We fully understand the importance of cleanliness and will be dealt with.
We ask that members return their weights after use, to ensure that the gym remains and safe and tidy environment for our members. However we know that at busier times, weights are not always returned and our team complete regular re-sets of the gym. We understand that this is sometimes frustrating for our members, and it is included within our Gym Rules that members should return weights after use. Anybody witnessed leaving equipment out of place will be spoken to by our Gym Team.
If you have any specific concerns relating to this matter, please speak with a member of the gym team where they will be able to assist further. Our Member Services team are working hard to get through all messages and will be back in touch as soon as possible to assist with your cancellation. In the meantime, please ensure you have responded to all auto-replies so we can look further into this. We wish you all the best with your continued health and fitness goals going forward. Thanks, PureGym
Reply from PureGym UK - Purley
Hi Theo. Thank you so much for sharing your feedback—we’re thrilled to see your 5-star review! We aim to make the start of your fitness journey as smooth and hassle-free as possible, so it’s fantastic to hear that joining us was easy for you. We’re excited to have you as part of our community and look forward to supporting you in reaching your fitness goals! Thanks, PureGym
Gym is amazing
Gym is amazing! Come as a buddy and absolutely blown away with all the equipment
14 December 2025
Reply from PureGym UK - Purley
Hi Perry- Thanks for taking the time to leave this review, we always appreciate and take on board member feedback. We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment. We do our very best to provide a wide range of equipment/kit so that members have a variety of ways to workout. We are really happy to hear you enjoy using the gym overall and we look forward to seeing you back in the gym soon! Thanks, PureGym
Good gym experience
Easy access with parking, great team of instructors-Tony, Daniella, Samuel, Nina, Wafiqua- keep the classes challenging and encouraging.
4 December 2025
Unprompted review
Reply from PureGym UK - Purley
Hi - Thanks for taking the time to leave this review! We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment. We love being able to help and chat to our members when given the opportunity to do so and we are really happy to hear you enjoy using the gym overall! We look forward to seeing you back in class very soon! Thanks, PureGym
Wonderful management and staff
Wonderful management and staff, great classes and a wide variety of equipment. Very happy customer.
18 November 2025
Unprompted review
Reply from PureGym UK - Purley
Hi Laura - Thanks for taking the time to leave this review, we are delighted to see this is 5 stars. We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment. We do our very best to provide a wide range of equipment so that members have a variety of ways to workout. It’s great to see your positive comments! Thanks, PureGym
Absolutely no good if you suffer from…
Absolutely no good if you suffer from anxiety of social disabilities of any description.
I even went at between 4 and 5am to miss the buggy periods ABC even that slot had sooooooo many people in the gym...It's absolutely saturated and very very intense with the amount of people there.
So I cancelled
7 June 2025
Reply from PureGym UK - Purley
Hi Paul - Thank you for taking the time to leave a rating, but I'm sorry to see it's 1 star. We would like to apologise for any inconvenience caused. We’re afraid it's true, our gyms simply are very popular and so can become busy especially at peak times, but this does fluctuate throughout the day and from day to day. Members can also use the members area via the PureGym app or website, to see how many people are in the gym. Thanks, PureGym
Fantastic place with amazing staff
Fantastic place with amazing staff. Amish runs the best spinning classes where it’s fun to actually be there. Would recommend to anyone
4 September 2025
Unprompted review
Reply from PureGym UK - Purley
Hi Stephanie. Thanks for taking the time to leave this review, we are delighted to see this is 5 stars.
We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment.
It’s great to hear such positive feedback and that you enjoy using the gym overall!
Thanks, PureGym
I went to a zumba class which was a lot…
I went to a zumba class which was a lot of fun and was also a great workout.
1 August 2025
Reply from PureGym UK - Purley
Hi there - Thanks for taking the time to leave this review, we are really pleased to see it is 5 stars! We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment. It's great to see your positive feedback for these classes! Thanks, PureGym
Mixed Experience at PureGym: Great Equipment, But Hygiene, Support, and Etiquette Need Work
My experience at PureGym has been a mixed bag. While the range and quality of equipment are unbeatable, especially for the price, several significant issues consistently detract from the overall value.
Hygiene Concerns are Persistent
One of the most pressing issues is hygiene, which is consistently poor. The shower rooms and toilets frequently have a strong, unpleasant odor. Maintaining cleanliness in these areas is fundamental to a positive gym experience, and it's an area where PureGym is falling short.
Disappointing and Unhelpful Customer Support
My interaction with PureGym's customer support has been particularly frustrating. My contract was unexpectedly cancelled after a single direct debit failed, despite PureGym having previously accepted and authorized the new bank account details I provided. This led to an automatic 10% increase in my monthly fee.
When I contacted support to explain that I never intended to cancel my contract and to inquire about reinstating my previous fee, the response was incredibly unhelpful. The representative was defensive and transactional, focusing on justifying the price increase rather than addressing the core issue of a cancellation that stemmed from what appeared to be an operational error on PureGym's part. This experience left me feeling let down and truly deterred from wanting to interact with their support team again. In this day and age, I'd expect a more empathetic and problem-solving approach to customer service - I mean I was thinking run it passed ChatGPT, it knows better on how to talk to their customers without offending them...
In summary: PureGym offers an excellent array of equipment at a competitive price point, which is a major draw. However, the recurring issues with hygiene, the unhelpful customer support, and the need for better member etiquette significantly diminish the overall experience. Addressing these areas would greatly enhance member satisfaction.
13 July 2025
Unprompted review
Reply from PureGym UK - Purley
Hi Hiromasa, thank you for taking the time to leave this review.
We're sorry to hear that you have concerns surrounding the cleanliness of your gym. We work hard to ensure that our gyms are a safe and comfortable environment for all of our members.
All member feedback is reviewed, and brought to the attention of our Facilities team, who regularly review any changes we make to our gym facilities and all feedback is taken into account when making any future changes.
We would also like to apologise for any inconvenience caused by this. Please can you expand on the issues that you have encountered with our Member Services team so they can investigate this matter in full and assist with this. You can contact them at member.services@puregym.com and they will be happy to review this further for you.
We are disappointed that your experience has not met the standards at PureGym and I really do hope this does not put you off from attending the gym going forward.
Thanks, PureGym
Really Poor Experience.
Really Poor Experience.
Started great. Signed up for PLUS so I could make use of 368 gyms. Great price so I even paid for 12 months upfront!
My first session wasn’t in my home branch. Got in fine. Had a wicked workout, great atmosphere, left buzzed ready to come again the next day.
Lonnnggggg day at work. Great friday but super busy. No matter, I thought, I get to enjoy a grueling workout at one of the local Pure Gyms.
Hours drive later. All watered and ready to go. Clicked the app open. Gym access QR code ready to scan……….
Only to see the red light on the door thing. One try, two try, three try. NO ACCESS! I was only in this very same location 24 hours prior.
Now I have an issue. Out of hours so no staff on site to talk to. Go on the app, no 24 hour number. Just a link to a twitter site: no longer works. Link to Facebook messenger: I don’t have Facebook. And an email address. Great. So I’m guessing no response until Monday.
No response until Monday means no workout until Monday. No workout until Monday, even though I’ve paid for 12 months starting from 10th July, means paying for days when I can’t use the full service. No where near my home branch for a little while so basically stuffed.
Poor experience for me on this occasion I guess.
Thanks PureGym.
10 July 2025
Reply from PureGym UK - Purley
Hi Daniel. Thanks for taking the time to leave this review, we always appreciate and take on board member feedback.
We would like to apologise for any inconvenience caused, and for any workouts you may have missed. If are unable to access the gym going forward, please press the assistance buzzer on the Easy Access doors so a member of our team can assist with this.
If you have already got in contact with our Member Services team at member.services@puregym.com, please be assured they are working hard to get through messages and will be in touch as soon as they can!
Thanks, PureGym
Quality equipments
Quality equipments, friendly members and staff, good atmosphere air conditioning about right everything is clean and tidy very well organised. Great car park availability
24 June 2025
Unprompted review
Reply from PureGym UK - Purley
Hi Emanuel, thank you for taking the time to leave this review, we are delighted to see this is 5*s.
It's important to us to provide our members with a great space to work out, in a clean and friendly environment and we're so pleased to hear you are enjoying PureGym!
Thanks, PureGym
Can’t beat pure gym
Signing up to the whole experience is very easy going and an amazing gym at an unbeatable price in my opinion!
16 June 2025
Reply from PureGym UK - Purley
Hi. Thanks for taking the time to leave this review, we are delighted to see this is 5 stars.
We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment.
It’s great to hear you enjoy using the gym overall!
Thanks, PureGym
i’m still waiting for my refund after…
i’m still waiting for my refund after not being able to go to the gym. Also i’ve sent multiple emails stating that i can’t get my pin to work and you guys have taken the money out my account and i would like a refund ..
2 June 2025
Reply from PureGym UK - Purley
Hi Olivia, thanks for leaving us this review. We are sorry to see this is 1 star.
We are sorry to hear of the issues you have been experiencing. Please be advised our Member Services team are really busy at this time so replies can take a little longer than usual. However we assure you that they will help reolve the issue as soon as they can.
We apologise for any inconvenience caused.
Thanks, PureGym
Extremely easy and encouraging to use
The experience was so easy and comforting, and encouraging! Thank you so much
24 May 2025
Reply from PureGym UK - Purley
Hi there - Thank you so much for sharing your feedback, we are delighted to see this is 5 stars. We aim to make the start of your fitness journey as smooth as possible, so it's fantastic to hear that your experience joining us was easy and straightforward. Enjoy your workout sessions! Thanks, PureGym
Too smelly
Too smelly, dirty. Never can use the facility. Always "out of order"
The main machine always busy or not in use.
Bathroom and toilet sting, dirty
22 May 2025
Reply from PureGym UK - Purley
Hi Thao - Thanks for taking the time to leave this review, we always appreciate and take on board member feedback. We would like to apologise for any inconvenience caused. We’re afraid it's true, our gyms simply are very popular and so can become busy especially at peak times, but this does fluctuate throughout the day and from day to day. Members can also use the members area via the PureGym app or website, to see how many people are in the gym. We would like to assure you that we are reviewing feedback and will ensure this is addressed in club to ensure a safe environment for staff and members. Thanks, PureGym
Hard to join !
The staff at the gym itself once you get there are lovely. The lady who showed me around was so helpful. BUT you can’t phone anyone, book a tour of the gym or contact anyone ! It took me a week to get a response from Instagram but all they said was wait for an email . Then I got no response ! I tried again and said I got no email and no one responded on Facebook or Instagram . Ridiculous . The online only is not helpful . I had to go to the gym, and bang on the door until someone let me in just to look round for 5 min. Then was told to get a Bluelight card as I work for NHS. Waited a week for that - only to find there is no discount if you book off peak ! After 2 weeks I joined on line . The next day I saw an offer fr off peak on Facebook with free membership so I lost out on the zero joining fee !! If no one can easily talk to a PERSON on the phone and arrange a tour, sort out the best deal to join, you are going to lose a lot of clients to other gyms. Really disappointed and £ 20 out of pocket !
9 May 2025
Reply from PureGym UK - Purley
Hi there - Thank you for taking the time to leave a rating, but I'm sorry to see it's 1 star. We would like to apologise for any inconvenience caused. We do our absolute best to respond to members as soon as possible. We’re always working to make things as simple and smooth as possible, so we appreciate your comments and will take them into consideration for future improvements. Thanks, PureGym
I join the gym on the first of may…
I join the gym on the first of may paid my £35.99 then when I red the email they said that they would be taking out £13 on the 9th of may aswell for what?
30 April 2025
Reply from PureGym UK - Purley
Hi Clive - Thank you for your feedback. So this can be looked into, if you have not already, we would ask that you contact our Member Services team directly for support via email, Facebook, Instagram, or X direct messages. Thanks, PureGym
PureGym UK in Purley is great value for…
PureGym UK in Purley is great value for money and accessible 24 hours a day. The gym offers most of the equipment needed for a functional workout. It can get busy, which may affect equipment availability, and the air conditioning could be better. Overall, it’s a solid place to train.
29 March 2025
Unprompted review
Reply from PureGym UK - Purley
Hi Tammi. Thanks for taking the time to leave this review, we are happy to see this is 4 stars.
We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment.
It’s great to hear you enjoy using the gym overall!
Thanks, PureGym
Reply from PureGym UK - Purley
Hi AB. Thanks for taking the time to leave this review, we are delighted to see this is 5 stars.
We want to provide our members with a safe space in which they can get a great workout in and do so, in a clean and friendly environment.
It’s great to hear you enjoy using the gym overall!
Thanks, PureGym
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