Elijah Bray

I attempted to access PureGym with a friend using the ‘Bring a Buddy’ benefit available to premium members. Unfortunately, the link my friend needed to use did not work, preventing them from entering the gym. As a result, we wasted around 30–60 minutes trying to resolve the issue and walking to and from the gym.
The situation was made worse by the lack of a customer contact number and the fact that PureGym only aims to respond to Instagram messages within 24 hours. This represents very poor customer service, especially for a gym charging £54 per month. I would expect a much higher standard of support for members paying this rate.

Dear Boggi Team,

I am writing to follow up on your response to my previous review dated 19th April.

As advised, I have contacted shoponline@boggi and have cc’d relevant members of the Boggi team in hopes of expediting the matter. If there is a more appropriate contact or department to which this case should be directed, kindly let me know. The case ID I have been given is 00785552.

I have attached photographs to my case which clearly shows the deterioration of the rucksack in question. I must express concern over the contradictory information I’ve received regarding this issue:

In an email from Stefano (London branch manager) dated 5th March 2025, it was stated:

“Being 8 months since the purchase, it’s a case of wear and tear. Usually, damage to the fabric shows quicker than 8 months.”

However, your public response to my Trustpilot review on 24th April stated:

“We would like to clarify that it is certainly not our policy, nor our expectation, for products to deteriorate within such a short time. Quality and durability are core values for us, and we take cases like yours very seriously. We sincerely regret if the communication you received suggested otherwise.”

These conflicting messages raise concerns about the consistency and transparency of your customer care policies.

I would appreciate it if you could now review this matter without further delay and offer a resolution that reflects Boggi’s stated commitment to quality and customer satisfaction.

Thank you for your attention to this matter.

Kind regards,

Elijah

I’ve purchased multiple items from Boggi, and unfortunately, all of them have shown significant wear and deterioration within just 8 months. Most notably, my rucksack’s right strap broke completely, making it unusable unless I one-strap it—which I’m not going to as I’m not an American high school bully.

I reached out to Boggi requesting a part exchange, considering how little time I had the product, but their response was surprising - they said they expect their items to start falling apart within 8 months. That might be their business model, but it’s certainly not what I would expect from a premium priced brand.

Needless to say, I won’t be shopping with them again and would strongly recommend others look elsewhere—there are plenty of brands offering far better quality for the same price.