The Gym Group - London Greenford Reviews 7

Very Poor Customer Service

I had a very disappointing experience today (14/04/2026). I came as a guest with my friend to check out the gym, as I was seriously considering changing from my current gym after 9 years.

I was left waiting outside from 10:00 to 10:30am. I rang the bell 5–6 times, but no one responded. Eventually, the PT on shift told my friend that she was “busy” and that I should come back another time.

This was extremely unprofessional and rude. Instead of coming out to greet a potential new customer, I was ignored and dismissed. A simple welcome or even a brief explanation would have made a big difference.

First impressions matter, and unfortunately this experience showed a clear lack of basic customer service skills. It felt like there was no interest in gaining new members.

I would not recommend this gym based on the customer service I received.

Friendly atmosphere-clean-spacious and great equipment. Staff team members Paula and Dwayne are always welcoming!

This is the best of all thegymgroup gyms west side of London. Great personal trainers and classes. Very spacious and fantastic training facilities. The addition of punchbags would complete the gym.

I have been a member of this gym since the day it opened. I want to make one thing absolutely clear from the start: this rating has nothing to do with the staff. The staff and PTs are genuinely excellent — friendly, professional, helpful, and clearly doing their best under difficult conditions. They are not the problem.

The problem is hygiene, cleaning, basic operational failures, and the complete lack of control over cleaning contractors and member behaviour.

Cleaning standards have been unacceptable from day one and have only gotten worse. Contractors appear to do the absolute bare minimum. I have personally witnessed cleaners using the same floor mop on both the floors and the walls, which alone says everything about the hygiene standards being applied. Toilets and sinks are often not properly disinfected, if at all.

A concrete and serious example: on the night of 10/01–11/01, the men’s toilets and sinks were completely clogged and unusable. The cleaner came in, mopped the floor, and left. Nothing was fixed, nothing was reported, and the facilities remained unusable. I could not use the toilet or sinks at all.

The showers are another major failure point. They are clearly not being checked or cleaned properly. A used boxer brief was hung inside a shower cubicle for days. I have no idea who eventually removed it. This may sound like a small detail, but it is deeply unhygienic and frankly stomach-turning. No reasonable person should be expected to shower next to someone else’s dirty underwear. The fact that this remained there for days shows a complete lack of basic checks.

Changing rooms are consistently filthy. Bottles, shakers, and personal items are left on top of lockers for days, which strongly suggests lockers are not being cleaned at all. Locker interiors sometimes smell bad, and dressing counters are usually covered in powder residue, hair, and general mess. These are shared, high-contact areas and should be cleaned regularly — they clearly are not.

There are also serious access and safety issues. Many doors are code-controlled, yet the system is unreliable. Sometimes you can enter but cannot exit, and other times you exit and cannot get back in. The garage access has the same problem. Even more concerning, changing room doors are frequently deactivated, meaning access control appears to be bypassed entirely. These are not minor inconveniences — they are basic operational and safety failures in a 24-hour gym environment.

In addition, the accessible lift breaks down regularly — roughly once a month. For a 24-hour facility, this is unacceptable and raises serious concerns around accessibility, reliability, and duty of care.

After the gym becomes unmanned in the evening, cleaning contractors typically arrive late and are usually just one person. They stay until around 03:00–03:30, but a significant portion of that time appears to be spent on phones, scrolling Instagram, watching reels, or talking, rather than actually cleaning. The results speak for themselves.

Member behaviour makes the situation even worse. Dumbbells and weight plates are left all over the gym, attachments disappear, bins are ignored, and rubbish is left everywhere in the changing rooms and showers.
It may be the case that living around mess, filth, and rubbish is not an issue for some people, possibly even culturally, but it is absolutely an issue for me. This is a paid gym, and basic hygiene, safety, and respect for shared spaces should not be optional.

The gym itself has a great location, modern equipment, and plenty of potential. The staff are genuinely fantastic. Unfortunately, all of this is completely undermined by shockingly poor cleaning standards, unreliable access systems, repeated accessibility failures, careless contractors, and a lack of enforcement around hygiene and behaviour.

If there were another 24-hour gym nearby, I would switch immediately without hesitation.

Overall, the gym provides a decent machines and workout environment, but there are a few areas that need The GYM group attention:

Toilet cleanliness could be improved. Regular maintenance and cleaning would enhance the user experience.

The cleaning stations are insufficient. There are very few tissues or sprays available for users to wipe down equipment after use, which is important for hygiene.

The barbell collar is insufficient.

The free of charge weight scale was missing today. It would be helpful to ensure such basic equipment is consistently available.

Some Good machines are missing instructional stickers making it difficult for users—especially beginners—to use them correctly and safely.

Fire safety and emergency exit procedures appear inadequate!

There is no signage explaining how to open the PIN-operated door in case of fire.
Surely you’re not expecting me to enter a PIN during an emergency?

I hope these suggestions can help improve the overall gym experience. Thank you.

I was doing some cardio on the gym around 00:50AM and was hot / sweating so I decided to go outside to cool down for a few minutes .
The tempreature was 12 degrees centigrate outside at the time . Spent a few miutes outside then tried to reenter the gym jus to find myself locked out . I only give 1 s tart because if I could I would give at least -10 stars . I have beed trying to get back into the gym for almost and hour , trying to enter my pin code but it just flashes red . Tried to contact anyone through the intercom 7-10 time no answer at all. Looks like health and safety and well bieng of people is not a priority . All my clothes house keys are insdie the gym but I cant get back inside , no assistanse available . I tired asking someone who went inside to talk to the cleaner and ask her to open the door for me , they guy I asked did that and I was ingonered , 20-30 minutes later the same guy I asked came near the front door and I spoke to him through the glass , he said the cleaner told him that I should call someone at 00:50 am , while nobody is working . I said to him talk to the cleaner again and tell her in need to take my medicine eventuly she came out and let me back into the gym after almost and hour of me trying to get in . I was forced to be in tempreature near 25 degrees celcius below my body tempreature for almost an hour , this is grotesque.
No access to water even . How was I supposed to get home with no keys in 12 C tempreature when I live half and hour away by foot . I tired entering my pin maybe a dozen times , even checked on my phone that im entering the right pin . Very stressful , ruined my whole day . Felt very cold standing there for that long . Was starting to feel that I would go into hypothermia .

I would give zero stars based on the dismissive lack of customer support from the Manager at the Greenford site.
It's a disgrace that people with health conditions are not taken seriously when seeking to improve their wellbeing.
Joined the waiting list for months while looking forward to the opening of the new Greenford site.
Totally happy when signed up, and attendance of the open day completed in June 2025. However, the Manager purposely failed to resolve organising an induction for a health assessment, which stopped me accessing the service I had paid for.
My PIN was blocked pending health assessment despite me providing full availability for when I could attend the gym to complete the health assessment.
It's now August 2025 and the complaints team have issued delayed contradictory responses to my emails. A member of the accounts team also added to increasing stress levels by refusing to action instructions provided by the complaints team.

You'd think something that would enable members to immediately embark on achieving their wellbeing goals would be positively organised. What an unexpectedly detrimental impact when trying to build wellness.