Fitness First

The worst customer service!!! I cancelled my membership over two months ago and the last payment had to be in May, but June comes and I see they still charged me!!! I called like 5 times to the gym leaving messages. Nobody called me back. I called customer service. They said my membership is not cancelled! Promised to call me back. Nobody did. It's almost a month and nobody is helping me. I just want to cancel my membership!!! and I am sure I will never sign with them anymore and I will make sure to pass a message to all my friends. I guess this is what the Fitness First really want.

Hi Everyone, I am absolutely ropeable with Fitness First. Their customer service is possibly the worst iv experienced for any organisation. Positives: The gyms serve their purpose if you don't mind them being overcrowded and smelly which is fine as i don't smell like roses when i leave a gym anyway. The service and employees in the gym are ok, personal trainers great (but then they aren't fitness first they pay for the space). Negatives: Head office is another matter entirely. I cancelled my membership in October of 2009 and have been charged until April this year and I am to recieve no refund for membership fees or bank charges incurred from their incompetence to cancel my account. I rang the manageress at my fitness first to enquire why I was still being charged in January and she could find no record of cancellation however cancelled it for me as of the 1/07/2010. Come march and I am still being charged.. by this stage I ring head office and again they tell me they would cancel it and that as I have email proof I will be refunded from January 2010 when the manageress cancelled the account. I did not hear back for another two months. I have spoken to many people at Head office as none ever get back to me and just recieve now an email from Head office declaring that a decision has been made and I am entitled to no refunds as I have no proof I cancelled it prior to March!! (i left the country in october 2009 to go home to australia) when I had emailed the manageresses email stating clearly the membership had been cancelled in January. The total fees and charges I have incurred and that have been debited from my account from october last year is a total of approx 500quid!.

The incompetence of this organisation is unbelievable and as for using customer service and fitness first in the same sentence.. you make your own judgement. All I can advise is do not give this organisation your bank details ever, they can not be trusted.

Hope this helps in making your decision on which gym to join, don't always go with the cheapest you get what you pay for and end up paying more than it is worth anyway! Luck!

Only been here once after a London 10k run. It did seem rather small. The sauna was ok although unlike the majority of the FF clubs this is a single sex facility

This is a really bad gym. I completely disagree with Sher below. It’s small, stuffy and the staff are generally disinterested. Cramming 80 people into a room the size of the squash court is not fun and i am bamboozled that Londoners would be willing to part with £30 per month (or more) for this facility.

I won’t be going back.

Fitness First in general has a reputataion as a quality, popular establishment. The Victoria branch in particular highlights why they have generated that reputation. The staff are friendly, helpful and polite and the gym itself is on the small side but personally I see this as a bonus as once you finish in the cardio area, there’s no maze to find anything else. The equipment is of excellent quality and the changing rooms are clean, bright and brilliantly decorated.