The Gym Group Reviews 

I purchased a membership for the year 2 days ago. I was able to access the gym yesterday and was able to enter today with my pin but couldn’t exit. I can’t not log onto the App and now my pin does not work. I have emailed customer service team but they don’t respond or reply. I joined the Live chat and nobody joins the chat to help. The service is awful.

The actual gym is great. However due to a systems issue on their side, was unable to access the gym. This is due to updates they are doing on their systems which are causing numerous issues for paying customers. There is meant to be a team on call you can contact 24hours from a call point, however evidently this is not in fact true, as on pressing the button repeatedly over a half hour period, a pre recorded "your call cannot be connected" messgae plays, this raises some serious health and safety concerns for me as well, what if someone was injured or in real trouble on one of their sites during the night or early morning?
The customer service is absolutely appauling, no dedicated phone number, the live chat which you are directed to opwrates on the most random hours, and even once you finish the verbal battle with the bot to supposedly be put through to an agent, currently have been waiting 1 hour 40mins with no response.
Such a shame as the gyms are great and i love their sites. Their admin, systems and customer service however really are disgraceful.

I don't know why did i join gym group again! There Staffs are so useless and unhelpful. They took money out of my account but disabled my account. I got old pin and a new pin but none of them works. I can't even access to any gym. They dont even have anyone to talk to one the phone or live. Some AI robot. So shittttt management

Paid for another 9 months but can't access the gym anymore.
Tech support is non existing. They have wasted hours of my time.
I wish I could cancel the membership, get refund and leave.

I've always appreciated The Gym Group's straightforward approach, but I'm disappointed by the introduction of women-only areas. I believe gyms should remain open and inclusive for all members while ensuring everyone feels safe and comfortable.

App problems so I can't access my local gym and I can't access or change my additional gyms. No way to speak to anyone and customer live chat takes hours to speak to a person. I will be cancelling my membership immediately as it's not worth the hassle.

Went to the new gym group in Hendon.
Noticed the staff grumpy and unhelpful, more time spent on their phones than actually helping.
Also very small but on the plus side the lighting was good & the changing facilities and toilets very clean.

Booked a one day pass and didn’t receive my pin to get into the building, so contacted support and created a ticket still not heard anything back, not the best service but I guess you get what you pay for with them being so cheap

I want to love this gym because it is my local, but the level of service and gym management is consistently terrible.
Membership & Billing Issues
Lost payments: When I first joined online, I received no welcome pack, PIN code, or onboarding details—yet they took 3 months of payments. When I complained, support inexplicably told me to report the charges as fraud to my bank rather than resolving it themselves.
However after cancelling, then a few months later trying again. I received a confirmation email, pin etc.
Misleading Guest Pass: I purchased the £3.99 guest add-on, advertised with "Instant Access" so my friend could join me. The system failed to grant access. We spent an hour trying to resolve it, there were no staff on-site (on a Saturday 15:00) and no one answered the door intercom. We had to give up and leave without training. Two days later, someone finally reached out to book an induction for my guest, long after we needed access. This was not stated anywhere when buying the pass.
Impossible Cancellation & Broken Website: Still with the guest pass. Despite the add-on stating "Cancel Anytime," you cannot cancel via the app. I logged in via a web browser and canceled at least 10 days before renewal, yet they still charged me for another month. To make matters worse, their online complaint form lacks a any submit button, making it practically impossible to log a formal dispute.
Facilities & Gym Floor Chaos
Equipment Maintenance & Hygiene: A lot of the kit is old, worn out, and rarely cleaned. No cloths or cleaning stations are provided, so you frequently find yourself using equipment left covered in someone else's sweat.
Floor Management & Disorganization: Staff do not enforce basic gym etiquette. Weights go missing constantly—like finding dumbbells left over by the spin bikes—and superset equipment is routinely left cluttering the floor, making it impossible to tell if someone is using a station or finished. Oddly, the gym also uses a mishmash of two entirely different brands of weights.
Poor Gym Layout & Equipment Misuse: There is zero guidance or encouragement for members to use the right kit for the job. For example, people hog one of the six precious squat racks just to do pull-ups—despite there being dedicated pull-up bars, cable rig stations, and a pull-up machine available. Likewise, members regularly take up flat benches to rest their dirty trainers on for Bulgarian split squats when there are plenty of plyo boxes specifically meant for that in the studio and around the floor.
Severe Overcrowding: The site is massively oversubscribed. The app claims "it's a little busy" at 120 people, but at that capacity, there is barely room to move or work in.

Staff To be fair, the staff members themselves are lovely—super friendly, positive, and helpful when you actually get to speak to them. However, they are clearly overworked, undercompensated, and stretched far too thin between coaching clients, handling admin, and trying to keep up with floor maintenance.
Verdict Overall, this site operates on very shady, anti-consumer practices. Other 24/7 chains handle these systems far better. Unless management fixes their billing systems and floor standards, I cannot recommend it.

Absolute joke of a gym.

Customer service number worked one day then didn’t the next. Who even keeps this company running?
Jonelle cancelled my gym membership that I got whilst they were doing a discounted rate +no joining fee for 6 months leaving me with no membership and no way to rejoin as I’m not paying £35 for a gym membership. How is this company still in business genuinely? Pathetic
Don’t ever join this gym. Get you a gym you can actually CONTACT.

Absolutely shocking and disgusting customer service, severe lack of communication, you can’t speak to an actual human being because their chat bot is just pathetic. I would highly recommend staying far away from this gym.

Very disappointing experience with The Gym Group's cancellation policy.
I joined The Gym Group on 2 August for £15.50 and cancelled within the 14-day cooling-off period after using the gym once.
The Gym Group calculated that the pro-rata amount for the period was £1.00, but retained £10.99 from my £15.50 payment because this was the gym's day-pass rate. I therefore received only £4.51 back.
I challenged this and asked them to explain how retaining £10.99 represented a proportionate charge for the service actually supplied. Their response was that their membership agreement allows them to deduct the higher of the day-pass rate or the pro-rata amount.
I remain unhappy because £10.99 represents around 71% of my original payment despite the membership being cancelled during the cooling-off period.
I am now pursuing the matter through the appropriate consumer complaint/legal channels.

I was using the gym with no issues until I moved to the Wellhub app through work and the gym group did a software migration, when my pin stopped working and I wasn’t able to access the app any more. For the past almost 2 months I’ve been trying to speak to support at the Gym group as well as Wellhub, who’ve passed me on to speak to gym staff about this but who don’t have any access to technical setup. The gym staff advised me to call the number where I would definitely get help, just to find out the number isn’t in use any more. Complete lack of support and competence on technical issues or willingness to resolve an issue for a customer.

Update two days later:

This review miraculously solved my issue.

I wanted to freeze membership and amend to off peak ensuring that my next payment would be for the reduced amount. I, therefore, wanted clarity on the most effective way to do this relating to the monthly subscription. I Struggled to find live chat. When I did, I waited 45 minutes for an answer. The chat was slow, laborious and unhelpful. I eventually decided that it would be easier to CANCEL rather than freeze my membership.

It's a good gym (the Welwyn Garden City branch), but the overall company customer service is atrocious. They stopped my access to the gym even though I'd paid until the end of the month. I raised two tickets on their online system, which both got closed after an automated email that didn't solve anything. I spoke to their chatbot, which was useless, and then got through to a human agent, who said they'd fix my access and never did. I've gone to the gym twice now and not been able to get in. The phone number listed online is no longer in use, and it's just impossible to get through to someone who can fix my problem. I have a 9-5 so can't go to the gym during manned hours to talk to staff there.

It's a shame because I had a great experience at the gym until now, but this experience has been so frustrating. They've taken my money but locked me out of the gym, and none of their avenues for support actually get you anywhere.

Horrendous- there support is terrible, ask sent so many messages and there non staffed ai keeps closing my tkt, it’s like default tkt closed. This gym has stolen £325 from me, I paid upfront for the year, and no gym allows me access. I can’t speak to anyone as the don’t have a customer care number - it’s ridiculous situation. Frustration. Twice I haven’t been able to access gyms even though I’m an ultimate member that paid upfront 3 days ago. They’ve stolen my money and I’m now speaking to my credit card company. Terrible service and a £325 theft from gym group. This Ai rollout will ruin this company.

The actual staff and PT's are amazing, but only God can help you if you need technical assistance. I do not think these people actually hire a human being to respond to technical enquires, it is all auto responses, absolutely useless!!

Impossible to reach customer services. They auto close tickets without answering questions and you have to wait many hours for a response to a live chat, if you don't respond immediately then it's closed as well

Billing phone number stopped working as well

The timetable in my app shows empty. No matter which day of the week I choose, it shows no classes.
I've tried to talk to an agent several times this week and no one has replied to me, even if I was waiting for hours with the live chat open.
A couple of days ago I also contacted the technical support team by completing a formal "issue report form", but I have received no response whatsoever.
I can't attend any of the very few classes they have because booking is mandatory and I can't book the classes I would like to attend because there's an issue with the app.
Besides the number of classes and the hours have considerably been reduced. I'm a member of this gym since before The Gym took over and every year the classes are less and less with no options at all for yoga, pilates or stretching, which are the most demanded between people over 40 years old. I think this is concerning, as it shows an ageist behaviour. I have friends who have quitted The Gym after they cancelled the only 50min yoga class that used to run one evening a week and none of my other friends consider joining The Gym do to this lack of sensibility towards people over certain age.

Scammers, refused a refund. My bank investigated and gave a refund due to them not operating within the law