Fitness First UK Avis 

Do not respond to emails . increased membership by 12% whilst in a year where no air conditioning all summer , 5 treadmills not working and the sauna doesn't work.

Read response ...the issue is the significant increase...I did speak locally but they always say they will speak to head office, so I emailed head office and didn't get a response .

I froze my membership in November, yet they charged me for the entire month anyway. Same thing happened in January—I froze it, but they claimed I did it too late. However, I haven't set foot in the gym since November, so how does that make sense?

Now, after all this mess, they’re telling me I still owe two months' fees, and only then they MIGHT cancel my subscription. Absolutely unacceptable. Either their system is flawed or this is just a blatant scam to squeeze money out of members.

Dishonest, unprofessional, and a complete nightmare to deal with. Avoid them

Cathy, was really helpful and considerate. She was very prompt in returning my emails and dealing with my query. Excellent service.

Terrible, was a member at London Queen Victoria Street. A lot of the equipment is broken and the manager was extremely rude when i pointed this out.

Has to cancel my membership as a result

edit: contacted support and they assisted me in the end

Website says I didn't pay but I was charged twice! I asked the customer service to confirm... no news for 5 days now.

I just want to get my money back and FF to confirm I won't be charged/my membership has been cancelled to avoid further bad surprises.

It's a shame because overall, I enjoyed using their gyms but this is leaving me frustrated and bitter.

I've also created a case on Resolver.co.uk as they seem to respond but most cases seem to be escalated. When you pay £100pcm the least we can get is a simple email confirming and a website that takes payment properly.

EDIT: 2 weeks and nothing from FF except from a pathetic response here asking me to send an email to the address I’ve been emailing desperately FOUR TIMES.

Just do better.

Amazing experience, very friendly environment

FFCJ is great! All the staff and trainers are friendly and helpful. Dylan in particular is amazing! The cleaners are constantly working to keep things in top shape. All the equipment is nearly always working. And the eGym system is a nice add. They are always working to improve things!

Emma was very quick to respond to my emails and helpful in making appropriate changes to my membership. Thank you

Gemma at renewals gave me the right information I needed and was so helpful. Lovely woman :)

I really enjoy fitness first. Yes it is overcrowded during peak hours, but I try and work around that, by using the gym first thing in the mornings and return some evenings for a class activity which really works for me.

Every since joining I have found all the staff to be very friendly and welcoming. I would like to take this opportunity to thank Percy who has been amazing and has taught me so much. When around he will always find the time to see how I am doing, offer advice and makes sure I get the best from my training.

Fitness first Brighton closed less then 24h notice given. Lease for venue already been signed by new tenant so they new before but just wanted keep signing people on, closed 28th still no refund and not getting all money back even though no hot water for 2 weeks poor

Gemma, is the best she goes over and above to get you a deal. I was toying with the idea of joking another club but was convinced by Gemma to join FF. Great facilities and warm hospitality.

The trainers and staff at the club are excellent. What goes on at your HQ is beyond me. I have a contract where I have paid up 100% upfront and you breach that contract by removing ‘on demand’! Then given what going on in the USA you launch Captain America workouts! I want workouts not cheap gimmicks. Who thought of that needs sacking as does your IT Director for choosing a new App platform that doesn’t support ‘ On Demand.’

Fitness First closed my gym (Tottenham Court Road) on December 16th but only informed me on November 15th—less than 30 days before my renewal on December 14th. Their policy requires 30 days’ notice to cancel, meaning I had no way to avoid being charged for a service that was no longer available.

Despite requesting cancellation on December 5th, I was still charged £125 for December 14th - January 14th, even though the gym I signed up for closed on December 16th. They refused a full refund, claiming I had a “complimentary upgrade” to other locations—an excuse to charge me for a service I didn’t sign up for.

Terrible customer service, unfair contract terms, and no accountability. Avoid.

EDIT - in response to fitness firsts response:

I didn’t want membership to other fitness first gyms, as this one was about a 1 minute walk to my house, the next nearest was a 20 minute walk. That is not a like for like replacement! Is simply wanted a refund for the month that I was charged for where my gym wasn’t operating. Similarly, I didn’t want a frozen membership, as my gym was permanently closed. What would I be freezing for?

The Membership Services team refused to refund me for the period when my gym was closed, but I was still paying for it. The matter was not resolved - you simply said that “this was your final stance on the matter”

Just re joined. Great gym, great new refurb, clean not too crowded, nice ambience. Staff are literally so helpful. Particular shoutout to John who has worked there a while, Kate, Luke & Dan but Brooklyn has gone above and beyond showing me how to use stuff, correcting my form etc, really lovely helpful guy. Thank you

Gym and spa area is over packed during peek hours and should be regulated as it may cause serious injury for example the sauna bench is severely damaged and likely to fall through at any moment also on the gym floor weights are left every where and its overcrowded you can easily trip or hit your head on the air conditioning ducting ( near the mirrors where the bicep curl free weight stand is) if your above 6ft and could lead to a serious head injury. Weekend hours changed due to c-19 were never put back to normal this is a clear indication that they care more about cutting cost then keeping members happy! also to add salt into the wounds if you try to go earlier before work (WEHN IT OPENS) and want to use the spa area nothing is working at the correct temperature until atleast 06:30 this is a shame and as this is a regular thing it should be stated online or within the app!

I will verify with I.D so everyone knows this is a review from a frequent member who is genuinely disappointed and considering moving else where.

It was clean and beautiful and the atmosphere was electric.and helpfull and friendly staff members and thanks to fitness first I mastered my swimming skills and on my way to become fitter.

Brill classes this morning with quality instructors!!

I have been a member for over 2 decades when fitness first (Clapham Junction) was Fitness Exchange, it is important to have good staff and the PTs have made me feel positive over the years, training has helped me deal with death in the family a break up losing my job, major surgery and all the peaks and troughs of life, I do not have the need for anti (you know what)or any cheat or get out drugs. The gym has helped me in my darkest hours and so pleased what the manager has done with the club. Staff moral is through the roof and it is important to have pleasant reception staff as they are sometimes the first people I speak to in the morning and the cleaning staff are good and thorough as well. I go to a lot of other gyms due to my wife’s work and career path. They (fitness first) have constantly up graded the equipment the manager listens to the members but seems he cannot effect changes soon enough so I think he need more autonomy people are flying into the gym as they see what I look like now and complement. (Started seriously in 2020). I did martial arts before. I met my wife in the gym and we are happily married now and very much in (I can’t say it sorry). Anyway a big shout to Kabir for excelling under the tutelage of the former manager I have seen him grow and evolve into a leader and I can’t mention anymore of the staff individually as it would be unfair (apart from Mick my personal trainer)he makes me do the stuff I hate but it has helped my mobility and now I walk like and athlete not a gorilla as I’m quite muscular from the workouts but was not mobile or limber. The Pts balance you out. But all the staff are doing a great job keep it up. Only gripe in the steam room is sometimes not working and that is my treat after the workout please fix it when it breaks sooner.
Rich