Better - London Aquatics Centre Avis 

I've had several interactions with the customer service team and while they've been polite and responded quite quickly they have never provided adequate responses actions. I've edited my membership twice to include other centers, a request which must be made two weeks in advance and the customer service representative responded that my phone number had changes. I had to underline that that had nothing to do with my request. This request should have resulted in a lower fee, instead I was charged the same amount and had to request my next months DD be lowered. Now that the ownership of my center has changed they are charging me of the next month even though they are no longer the providers. As my DD is at the end of the month I'm effectively being charged twice.

Worst experience I've ever had with a customer service team.

Absolutely a brilliant gym organisation- it’s incredible. I have access to so many classes and so many gyms all over london. My membership is so reasonable for what it costs. My gripe would be their personal assistants- not a great many to choose from to be honest. But I think as a social enterprise it makes me feel so happy they are community driven not profit driven and you can feel the community commitment which I love.

I have started coming to the Aquatics centre for a morning swim and I absolutely love it. The facilities are great, it’s a beautiful space and I can’t think of a better place to get through some training.

I like the swimming pool and the classes on offer e.g. yoga.
The gym could be better equipped. There is no back extender and there is no inclined sit-up bench. There is a bench of an inclined bench-press but it is not designed the same way, and you do not get the same benefit.

After one of my swim sessions, I went to take a shower and change. This must have coincided with the end of a class for younger swimmers. Some in their number were relentlessly raucous, talking with loud voices, shouting, being generally disruptive.

It might be useful to have their coach come in a few minutes after the session and say words like "hurry up" and "get changed", or stop messing about.

On another occasion, whilst getting changed I put on my glasses and saw fruit flies and other small insects crawling along the wall of the changing unit. Whilst not a swarm, it was more than a mere few that I could ignore. So hygiene, cleanliness, and sorting out insects when they make a home for themselves would help.

FYI, sometimes the drains in the showers smell like they're connected to the sewers. I'm not saying they are, just that they smell that way.

The staff are friendly and helpful.

Very bad costumer service. I callled them and they said me to send en amail with my request. I emailed them and they said to phone the call center instead. It happened for a couple of time.Very very bad costumer care. BETTER1371456. If I could have your email, I'll contact you directly.

The gym is well equipped, prices are reasonable and parking is cheap.

Best pool in London. I swim in the 50m pool regularly.

The London Aquatic Centre has a 50m Olympic Pool which allows people to swim unnaturally fast with Hand Paddles and Flippers.

People cannot officially compete with such tools so why are people allowed to continually dominate swimming lanes with their unnatural speed. If you want to allow people to swim with hand paddles and flippers on, then create a separate lane just for them and call it cheaters!

Any Olympic pool should maintain Olympic standards in their swimming lanes and stop people from cheating and mixing with authentic swimmers, but unfortunately, The London Aquatics Centre does not. It is failing the authentic swimmers.

It is not fair to have to keep up with people who are using cheating methods to swim fast as it ruins the swimming experiences for other people.

You need to stop 🛑 people from swimming unnaturally fast in your pools because it promotes a culture of cheating.

Therefore, as long as the Aquatics Centre is promoting a cheating culture, it is not a good place to swim authentically. 👎🏻👎🏻👎🏻

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Dear Charmaine,

Thank you for your response. However, we are all fully aware that it is not a competition but when you have people swimming unnaturally fast behind you, putting pressure on you to speed up and over taking you only because they are wearing swimming aids is not fair and somewhat antisocial. As I suggested before, you should open a lane for people wearing aids and separate them from the authentic swimmers.

No refunds allowed. Impossible to speak to anyone.
Booked a swimming course for my son, but needed to change the start date. Couldn’t make any changes on the user platform and couldn’t reach anyone by phone so emailed. They responded saying I couldn’t change the date and wouldn’t give me a refund, but went ahead and cancelled the membership anyway and removed my son from the class! Have literally paid £45 for a months worth of classes that we haven’t been able to take! Outrageous!

UPDATE. Have just been informed that I am entitled to a refund as within the 14 day cooling off period which makes more sense. Unsure why this wasn’t communicated when I first contacted them. Still need to fill out a form, but hope to receive the refund soon.

Hello, this is a really better gym and swimming centre. Very satisfied, thank you!

If you want to make any changes to your membership, prepare yourself for inefficient processes and clueless customer service. My issue hasn't been resolved after numerous emails. Their complaints procedure is also broken.

Great support, and relief. My children was move from Greenwich centre to Hackey centre was a great experience the customer service was great and a quick response.
Thanks