Virgin Active UK Reviews 6,024

Great intro from Theo in relation to joining up. Really friendly and informative, no rush or pressure to join etc. knowledgable tour of the venue and gym space. A credit to the gym 💪👍

Loveliest staff at Bank!
Doesn’t compare to other branches I’ve tried.

Natalia is wonderful,
So is Tola, Celina, Segute, Callum

Can’t remember the rest of the team but truly the best team out there thanks for the great smiles and service ❤️❤️❤️

I have been a member of Virgin Active since 2019, having joined at a favorable rate. Recently, they raised my membership fee, and when I requested to maintain my original rate, I was informed that it was not possible. They stated that if I was unhappy with the new rate, I could choose to cancel my membership. Frankly, this represents the worst customer service I have ever encountered. There seems to be a lack of respect for loyal customers like myself. Their primary concern appears to be financial gain rather than the retention of members. I am quite frustrated, as I have consistently fulfilled my payment obligations despite rarely using the gym, and I wish to keep my membership active. I am extremely disappointed with their service and would not recommend this gym to anyone, as they show no loyalty to their long-term customers and prioritize rate increases over member experience. I have even suggested the gym to my brother, uncle, and brother-in-law, all of whom currently hold a membership. My motivation for referring them was not to receive the free monthly benefit associated with referrals; rather, I genuinely appreciated the gym and wanted them to join and enjoy the advantages of the membership themselves.

Called to extend to freeze membership due to medical condition, as the app only allows for 2 months at a time.

They have Designed this process to make it as hard as possible in order to extract the full month's membership from customers and make the process hostile. It tells me you've got really horrible people in head office that don't push back against this type of Design pattern.

I waited 40 minutes on the phone only to be transferred low-paid-offshore-advisor. They asked for a GP Letter to freeze membership, but would not agree to cover GP letter costs. I asked what else I could provide, they replied like a robot - where they don’t answer the question and provide a scripted answer to something else you’ve not asked. I asked for their name, they terminated without consent.

Called back another 40 minutes this happened again. Advisors refuse to even give their names and can hangup without consequence. It doesn't appear possible to call the club directly.

Their whole system is setup to feel exploitative, like one of those older gym contracts where it leaves such a bad taste in your mouth. For the premium cost, I can't recommend it. Choose another gym that keeps it simple there's nothing special about Virgin Active;

The actual physical gym is fine but the whole app, website, contract process, customer service process is disgusting. So many other reviews confirm this.

It's not needed to be so exploitive, this is not a premium experience.

Consumer Law is there to protect us from these business practices, if they don't resolve this in the next interaction I'll take elevated action.

The poorest customer service i ever experience.
They say the reply to email within 3 weekdays (unbelievable)
Their customer support by phone is even worse. Waiting time before getting hold of someone is over 1h!! Shocking!!
And if u are self-employed forget to be helped by this company! They only support help from employees (with contracts)

Ace spa facilitators and fitness classes , love it!!

The gym itself is good but for a club of this size to remove rubbish bins and Recycling bins is crazy. The management really need to look at their environmental responsabilities.Also when messaging the gym you never get a reply back. Again POOR management.

So far, I’d say the experience has been good.
I like the range of classes which I think keeps it exciting and makes it easy for me to attend. I don’t find it repetitive so that’s good.

The staff are also cool as well and I think it’s nicely located so can walk over from either Old Street or Moorgate without breaking a sweat.

The changing rooms are nice and so far doesn’t look like anything is broken so.

I also got a PT who was highly recommended by one of the staff and so far it’s been good.

I haven’t used a lot of the other areas in the gym (Tennis Court, Sauna, etc) so can’t really comment if they live up to the service or not.

There’s a reward system on the app that I quite like as I get a free drink which really com (cant remember what the other rewards were but I think there’s like 3 or 4)

There’s a tier system as well that gives you discounts but I haven’t used those yet so can’t really comment much.

My only complaint I guess is that the classes get booked really quickly so if you are interested in taking a new class to try it out you’d either miss it because you weren’t staring at the app all day or have to be hawkish and check the app every few minutes to confirm the class is available to book.

Overall though, I do like it and my complaint is really not a deal breaker for me so I’ll give it 5 instead 4.

Also I do recommend doing the tour just so you know where everything is because the classes literally start on the dot and most won’t let you in or will fill it out with the waiting list if you are late so good to know where everything is

I have been a member for a few years as it’s the best and easiest gum to get to from work and home. However over the years the service level, value for money, and facilities have dropped significantly.
It is also now impossible to get through to any gym if you have a problem with the app for example , you have to go through a central line that is impossible to get through on in less than 40 minutes ( assuming they don’t disconnect better that) .
My gym which is Chiswick Riverside( the most expensive) is always dirty , and they have said that they struggle finding cleaners.
They have also reduced the number of towels one can get on one go having to wait at reception to ask for them.
I am going to move now as for the amount I pay per month there is nice better available.
The new app that you need to book through is also clunky and ineffective and is always breaking down

Customer service at Virgin Active Angel is great. Damla O was able to sort out membership issue speedily.

Spa, classes are also fantastic.

Virgin Notting Hill have 1 star only because the staff are lovely. The gym is not the same as when I left after lockdown. The only classes are variations on Pilates and Yoga which after a while gets dull as ditch water. Other virgins ( far away from me) have a variety of classes. Even though Notting Hill are not providing a variety of classes anymore they won't let me out of my contract. Really drag myself there. I wouldn't recommend if you are someone who likes classes. The facilities are always clean and the staff are great but I need activities to keep me fit and going to the gym.

Wish l could give negative review, been a member for over 8 years with my daughter at Salford quays,in the pass 13 months just gone down so badly,staff change over seem to be so quick never get to know anyone,all cleaning staff gone now private company.all friendliness gone.all these bad reviews are so honest and right.when we joined it was adults only,then last 6 months changed to family nappy bins etc,children in from 10 till 12 pm most members don't like children in so come after which makes for a full swim pool.then in February we go and swim lanes made smaller so only 2 at a time can swim, people waiting to get in,where as lanes kept at the size they were lots could swim following each other.my daughter could not swim she complained was told a lie, Salford health and safety had been in said that lanes had to be made smaller.we phoned was told nothing to do with them.?why lie.then on social media in reply to my daughter's complaint said she was shouting and swearing never was so bad.l was paying £122 a month to go in pool for 45 minutes on a Monday and Thursday.so pleased we left use to dread going in staff so unfriendly.now in Manchester gym so friendly and so cheap.never go back.

Looking to move from Fulham to Chiswick Riverside for my son. Why are you charging me £125 to transfer and then another £150 to join the Riverside club. As my child is on a monthly rolling contract I should have been advised to put in a one month cancelation notice and start with a new contract at new gym following month. Other than the transfer fee being a revenue stream why are you not advising this when I spoke to your memberships team?
Also very frustrating having to speak only with head office on a telephone and no one in the gyms has any power to do anything. Everything gets deferred and your team in head office really do not have any levers to do anything and managers are not available ... you have to email to get a call back!
Seriously Virgin, as a client of yours I really do not feel like your clients are front and centre in your coverage model. You do not deserve clients!

Steam room never works PT’s cancel at short notice and took 2 months to get PT fees, gave 2 months notice to leave and still get asked for pro rata payment …

Most of the staff here are rude and unhelpful. I was shocked when a I discovered (in the worst way possible), that anyone who identifies as a woman, can enter and use the women's changing rooms. This is actually their own words. I fought with them for about a year to do something about this issue. In that time I hardly went out of fear of using the changing rooms. Stay clear of The Kensington Club if you do not agree with their transgenger policy....

New towel policy where you get one small towel plus a towel offcut the size of a dishcloth is a disaster and means that if I want to swim I have to bring my own towels. There is a cold, hard floor set of stairs to get to the pool, so you need to be able to wrap a towel round you after swimming to get back to the changing rooms and then have no dry towel to dry yourself after showering. This defeats the object of paying for an expensive gym. I might as well go to the local leisure centre. False economy.

Shocking ...would not use this company

I wish I could give negative stars.

I’m extremely disappointed that my cancellation request, which I submitted a month ago, was not actioned at the time. The delay was due to the company’s team, not my own inaction, yet I am now being charged for additional time. I believe my cancellation date should be backdated to my original request, and I don’t think I should be responsible for extra charges caused by an administrative delay. I would appreciate a prompt resolution to this issue.

As I write this review, I have been on hold for 1 hour and 23 minutes without speaking to anyone—absolutely shocking. On top of that, their email response time is four days. Do they only have two people handling customer service?

This entire experience has been so frustrating that I’ve decided to cancel my Virgin Media as well. I won’t be spending my money with Virgin in any way, shape, or form going forward.

I just heard a TV presenter telling about her experience with Virgin Active who permit "intact" so-called transgender men to use women's changing facilities. Women and girls therefore have to accept sharing their changing room with men who simply claim to be women.

It's been over 6 MONTHS since I was promised by the Canary Wharf manager that my early cancellation was fully valid and would be entitled to a full pro-rated refund of my pre-paid year. 6 MONTHS and countless emails from Virgin telling me it's being investigated. This is not the review I'd hoped to write. But six MONTHS is outrageous. Warning: do NOT pay in advance for your membership, or you might be in the same situation I am. The last I heard from representative "Lusheen" via email was January 3rd, assuring me this was just needing a manager approval and assuring me that she'd asked the general manager to expedite. It's now March 11th. This is VERY bad business practice.