Review Time
I joined in January and a few days later had a hand injury , a couple of weeks later I saw a speciality who advised me I needed surgery and I would not be recovered enough for the gym until May.
I have never been to Virgin, I called and asked if we could delayed my start date to May..
"No as my membership has already started"
I can only pause membership for 2 months and still have to pay for that
If I cancel then they will charge me for another 30 days....."
Cheapest option was to cancel, and after that experience, I wonder what other 'surprises' membership has to offer"
I won't be rejoining in May
Be cautious of the advertised £100 credit or a complimentary personal training session upon joining. The app cannot be downloaded from an international App Store, so those from abroad will miss out on the £100 credit and class bookings. Promises of follow-up for the training session are not fulfilled. When attempting to inquire about alternatives for the £100 credit, the staff seem indifferent, and calling leads to a recorded message directing you online. The gym is pricey, and there are better alternatives; the facility is also small and frequently overcrowded.
I'm incredibly let down by how the service has managed my situation. Despite multiple safety complaints about the gym conditions and a clear request to cancel my membership if issues weren't resolved, they continued to charge me. I reached out several times for written confirmation of my cancellation, giving over a month's notice—more than required by my contract—but they ignored my request and kept my membership active without my consent. A manager finally contacted me, offering a generic response about my wellbeing, but still failed to confirm any safety measures or my cancellation. It feels like deliberate obstruction to keep charging members against their will. I will be reporting this to the relevant authorities, as no gym should continue billing someone who has clearly requested to cancel and raised valid safety concerns. This entire ordeal has been unacceptable.
The customer service is very lacking. When issues arise, they rely on a chatbot to resolve them. The website is unreliable, and the app frequently malfunctions. Some instructors are not up to standard. The customer experience representative ignores emails. Membership prices have increased by over 40%, yet the experience remains unchanged. It seems like customer loyalty is not a priority.
I joined this club the day it opened over 25 years ago. It was fantastic for many years. Since the takeover, there have been numerous changes, which is expected. It no longer suits me, so with a heavy heart, I have decided to leave. One staff member has always stood out—kind, friendly, and professional—truly efficient in her role. Thank you for everything.
The customer service is an absolute disaster. I lodged a complaint over a week ago and was promised a response from the manager within 3 days. A week later, I still haven’t heard anything. When I called customer service, I waited in the queue only to have my call disconnected right before reaching the front. I wasted 20 minutes with no result. I called again and waited 40 minutes, only to realize they would not answer. This is unacceptable, and I will be filing an official complaint.
As a long-time member, I used to enjoy a premium experience. Recently, the towel policy changed without clear communication, limiting access to towels, which undermines the convenience of using the spa and shower facilities. While the staff are generally lovely, the equipment is often outdated, although some locations are receiving upgrades. I prefer the premium offerings without cost-cutting measures on essentials like towels. If the company wants to maintain its premium brand, these cost-cutting strategies need reevaluation and better communication. If things don't change, I will reconsider my membership options.
This month has been a nightmare: a week of closure, misleading updates, and multiple class cancellations due to instructor shortages. It seems the company is prioritizing new classes while cutting popular ones without informing members. This decision seems shortsighted; a range of exercises is crucial. Members are feeling misled, and the treatment of both members and staff is appalling. After 11 years, I am looking elsewhere, as are several colleagues. It’s troubling that feedback is rarely acknowledged, and responses lack solid actions.
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We set out to create a health club that’s different from all the rest. We love helping our members to be active. But we’re not uptight or overly serious about it. That’s the way we do things around here. We don’t believe in hidden extras or locked doors either – you can use everything you want to in our clubs.
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