The Gym Group Reviews 

The equipment the members are fantastic, but what makes this place special is Samone the trainers and other staff members. It just goes to show you can have a friendly place for everyone no matter your fitness level and feel comfortable. If you haven't been here to try it out I highly recommend it.

The gyms themselves are decent, nothing to go crazy about.

I've reached out to the customer service team three times over the years, and I have had 0/3 responses.

One time, they charged me an admin fee after I was not able to change my direct debit to a card I use because the website would send me to a broken link. Then, once they charged the account I don't use ( the reason for the change), I was charged an extra £15 as an "admin fee" on top of the monthly charge.
Once I submitted all the proof on the email, screenshots, receipts, explanations, etc. to try overturn this charge, I was given no response from my efforts to make it as easy as possible to understand the situation.

I then froze used my free membership freeze after I got an injury and was leaving for holiday. Coming back, I was healed and ready to go back to the gym. Too bad the unfreeze button also takes you to a broken link, and don't bother trying to talk to customer service; they'll let you sit in a chat room for three hours with no response until you just go away.

TL;DR
Don't expect to make ANY changes to your membership once you commit to anything without utmost friction on anything.

I have been a member for 3 years now, today was my last day after I literally cannot go back.

The management isn’t friendly and not welcoming. They don’t help at all.

The gym is wickit clean people am realy nice been there since opend only thing is when dan was there all the dumb bells where in order all weight plates am mixt and all over the floor one machine is broken and hasnt got repaird yet apart from that its a very clean and friendly gym with happy faces

Support is useless.

Intercom at the gym in Shirley - no one to answer.
Call the number 0300 303 4800 - will ask to contact live chat through website.
Live chat website - chat bot will say fill the form.
If you full the form - will get an email link pointing back to the wesbite and say ticket is closed.
So,they just go in circles, each one pointing to the other.
Useless Support - better use other gyms.

A hostile and non-inclusive environment full of Pro-Hamas people treating the gym like one of their Hate marches. They wear clothing with symbols of jihad, terrorism and ethnic cleansing of non-Muslims, as well as political propaganda. After reported to staff, they claim it's not in breach of their rules.

The place is also oversold where you're guaranteed not to see available equipment and QR codes to enter have never worked in the few years I've been here. The only thing that works are their finance team who have increased the prices three times.

I originally was at PureGym because of the cheaper prices they provided but tried Gym Group because many of my friends said it was a better experience even with the inflated prices they charge. The first time I tried to enter the gym, it was closed. Now in the 5 years I experienced at PureGym, the gym was never closed and given the organisation promotes each site as being open 24/7, that doesn't set the best first impression. So then I come back a week later, and I try to enter the Gym and this time my PIN doesn't work and there was no staff to assist with this problem smack bang in the middle of the day (2pm). I'm sorry but at a commercial gym where there is many people at the gym at this time this is unacceptable. This has never happened at PureGym, and unless this company are willing to offer some sort of goodwill gesture to make up for the shambolic treatment I've received through not even being able to enter the gym that I paid £33 a month to go into then I will cancel my membership quicker than I joined.

The tech/website/customer support is terrible. I tried to add a new gym and have not been able to do it since over 4 days ago. The tech upgrade has definitely not worked. They should have tested it before rolling out, For a company that relies significantly on tech, it would make sense not to screw that up!

My actual gym itself is great. But the people involved in the admin of Gym Group create a shocking experience. I froze my membership during a refurb & tried to unfreeze it the day the gym reopened. Cue tech faults, unsupported web pages, automated email replies that didn’t even address my query but closed it (multiple times), absolutely no one responding to live chat and no one who gave a damn at all. I missed a training session because I couldn’t get into the gym. I still haven’t even heard back from the company and can’t even cancel until they sort it out. When I spoke to the gym manager today in person, he apologise and told me there’s an issue with the tech changeover. That’s the kind of thing that should be tested and approved before launching it and messing with people’s paid memberships. Fantastic in gym staff, abhorrent main customer service.

The Gym Group’s customer support is an absolute joke. Their AI bot is programmed to auto-close tickets the second they’re submitted, offering zero resolution and zero accountability. It is impossible to reach a human being; there is no live chat and no way to speak to an agent. The support portal is a convoluted, unintuitive mess that forces you into a loop with their useless AI. Even their phone line is a scam—it’s reserved exclusively for payment queries, and if you dare select any other option, the system instantly disconnects you. Pathetic service.

Josh (Greenhill) is an amazing PT !!! He really knows his stuff and is very professional. I truly recommend him !
Been doing PT with him for over a year now and I have seen undeniable changes in my body ! His approach to PT is very well thought, bespoke to you, progressive and massively delivers 👌
Now I look super toned, lost of lot of fat, built muscles and have very nice muscles definition ! Super happy! All the credit to him !

I paid my full membership fee for August 2026 and shortly afterward lost access to the gym. The app shows my account as "inactive," despite having a valid payment confirmation for the period.

I've reached out to resolve this but haven't had a satisfactory response yet. I'd expect a gym to at least investigate a billing/access error promptly rather than leave a paying member locked out. Happy to update this review if it's sorted out quickly — but as it stands, I can't recommend joining until they demonstrate they can reliably manage member accounts.

Absolutely terrible took my money for the month then denied me access to the gym ....then call them the only people you can speak with is accounts and their a 3rd party company literally daylight robbery so now i have to take more of my time emailing them...horrendous company will never use again.....please avoid this company

I have been unable to get in touch with anyone regarding this issue. I have tried contacting you through both the app and the website, but only receive automated, unhelpful emails that direct me in circles without providing a way to speak to a representative.

I was charged for more than five months of membership, despite being informed by the gym manager that I could not use the facilities until I provided a letter from my GP. I was assured by email that these charges would be reimbursed within 14 working days, but several weeks have now passed and I have still not received the refund.

It’s been great experience working in the gym!

Had a disagreement with one of the staff members who was rude to me first I replied rude and then got my membership cancelled. But was going to leave anyway because that gym is the Dirtiest I’ve ever seen also most lockers are all broken.

The Gym is very clean.I like spending time there.There are a lot of exercise machines there.I like spending time ,because I feel good there.

What a scam gym is that!!ridiculous !
I have cancelled my membersship 5 days before new payment date as they say to cancel to avoid direct debit.
Even after that payment was made .I am contacting evry other day by their shit query form no one is contacting after that.
Calling their shit customer care for hours but no one pick up the call.
Shit service ever.
Scamers!

1/5 stars, if i could give it 0 i would, extreme lack of equipment, for example it has 1 bench press for the entire gym, yet every machine is a few inches apart as there are so many, there are never enough plates as they are always being used no matter the time, and everything to do with the app/payments is deliberately difficult and confusing, you can not make any manual payments in the app or on the website? but if you miss a DD payment you are charged a £15 late fee every time? there is also no way to change the payment method, it says you can cancel easily any time on the website but when you go to the area that says "cancel account" it instructs you to contact your bank? - called the helpline and was told by the lovely gentleman on the phone that "it's not his problem as they are a third party company the gym group uses for help" absolutely rubbish company would never recommend to anyone

The encouragement someone gets by just reach the atmosphere of the gym, the welcoming staffs and people and the cleanliness of everything