Review Time
My experience with this service has been frustrating since the start. I was overcharged at the beginning of my membership, the local gym frequently lacked hot water, and when I brought this up, a staff member mentioned it was “not their fault” because management had informed members via email. Towels often had an unpleasant odor. The situation worsened when I attempted to cancel. Starting from 27 October, I sent multiple emails requesting cancellation, but my messages went unanswered. When they finally responded, they shifted the blame back to me — first stating I had emailed the “generic” address, then explaining that a representative could not respond due to being unavailable. There was no acknowledgment of the clear communication issues on their part. I also mentioned that my app did not display the cancellation option. They were aware of this issue but took no action to fix it, leaving me unable to cancel through the necessary process. Despite this, I was still charged for an extra month, even though my account was inactive. What should have been a straightforward cancellation request turned into 6 weeks of ignored emails, conflicting explanations, and misplaced blame. The lack of accountability and consistency, along with previous service problems, reflects very poor customer care. While I can't speak for all locations, I would definitely recommend avoiding this particular gym.
My experience with this company has been disappointing from day one. I was overcharged at the start of my membership, the Baker Street gym often had no hot water, and when I raised this, a staff member told me it was “not their fault” because management had emailed members. Towels regularly had an unpleasant smell.The issues became worse when I tried to cancel. From 27 October onward, I emailed several times requesting cancellation, yet my messages were ignored. When they eventually replied, the responsibility was shifted back onto me — first claiming I had emailed the “generic” address, then explaining that Chelsi could not respond because she was off. No one acknowledged the clear communication failures on their side.I also reported that my app did not show the cancellation option. They were aware of this problem but did nothing to resolve it, leaving me unable to cancel through the required process. Despite that, I was still charged for an additional month, even though my login was inactive. A simple cancellation request turned into 6 weeks of unanswered emails, conflicting explanations and misplaced blame. The lack of accountability and consistency, combined with earlier service issues, shows very poor customer care. I can’t say all Fitness First gyms are the same, but I would certainly avoid the Baker Street location at all costs.
I absolutely love Fitness First Brixton. I’d been looking around for a gym that suited where I live and my lifestyle, so I decided to try this branch, and I’m so glad I did. From day one, I’ve felt completely at home here.The staff are incredibly friendly, welcoming, and genuinely make the gym feel like a community. The facilities are great, the gym is always clean, and there’s a wide range of classes available at different times throughout the week, which really helps me stay consistent.A special shoutout to the manager, Pearl — she’s amazing! Always smiling, helpful, and such a positive presence. The whole team is fantastic. Papa, Neil, Mary and others have honestly made every visit enjoyable, and the atmosphere really stands out from other gyms I’ve been to.I truly feel like I’ve found the right gym for me. Highly recommend this branch to anyone looking for a friendly, supportive, clean and well-run gym in the area!
The process was easy. It's nice that I can sort out my membership and questions over WhatsApp. My local gym is in a brightly lit area so I'm not concerned about going to the car park on my own. Gym has all you need and always a warm welcome. Nice independent cafe too.
Hello Marc Diaper CEO of Fitness First I did not receive a valid reason for my membership to be terminated from Fitness First from Kris Williams who you passed this problem to .maybe you could intervene?I look forward to hearing back from you.thank you Susan Trim
I’ve been a member of Fitness First for over two years, and what started as a decent experience has turned into an absolute nightmare. I requested a membership upgrade and was unknowingly locked into a fixed-term contract without my consent. When I tried to dispute this, they told me I’d have to pay an early cancellation fee for a contract I didn’t even agree to.While this dispute is ongoing, they continue to charge me for a membership I’m not using, despite multiple requests to cancel. To make matters worse, they’ve now forwarded my case to a debt collection agency instead of resolving it properly. I’ve tried countless times to get through to customer service, but it’s near impossible. And when you do manage to speak to someone. Robyne and Jennifer were particularly unhelpful - it’s like talking to a brick wall.This gym is sleezy, dishonest, and completely lacking in basic customer care. They will lock you in, drain every penny, and make cancelling as painful as possible.Do yourself a favour and avoid Fitness First. Absolute disgrace of a company.
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Fitness First created the gym industry in the UK in the 1990s and fast became a leader in the market because of its unshakeable passion for fitness. With 39 clubs across the country, the Fitness First team are experts in everything health and wellbeing, supported by four key best in class brand pillars: Classes, Equipment, Personal Trainers and Customised Workouts. Fitness First is committed to a bright future of making our members stronger in life, one training session at a time. See more
