Virgin Active UK Reviews 6,024

Excellent service i m happy thanks

I have delayed writing a review about Virgin Active for some time, but following my recent experience, I feel genuinely heartbroken and compelled to share it. I experienced racism from a personal trainer employed by Virgin Active at Sheffield. When I submitted a formal complaint and provided a written statement, the handling of the matter was extremely poor.

The complaint took an unreasonable amount of time to process. Throughout that period, I received no follow-up calls or emails and had to repeatedly chase the gym for updates. Management later informed me that the delay was due to the manager’s personal circumstances, but this was never communicated at the time, nor was anyone assigned to take responsibility in their absence. This left me feeling that my concerns were not taken seriously.

My husband was also directly involved in the incident and included in the complaint. However, he was not acknowledged by the gym at any stage, and several communications completely excluded him. The staff member involved continues to work at Virgin Active, and we have been refused any insight into what the investigation involved or how decisions were reached. We also repeatedly requested a copy of the equality and diversity policy, but each request was ignored.

The staff member who behaved in a discriminatory manner continues to make me feel uncomfortable, often giving us inappropriate looks. This has genuinely affected my mental wellbeing, and the gym is aware of this. Despite repeatedly stating that the matter is being taken seriously, their actions consistently suggested otherwise. It felt as though they were more invested in protecting their employee and preserving the gym’s reputation than addressing discrimination.

We requested multiple meetings, yet were often given last-minute appointments with little notice. This experience has been deeply distressing, and I still feel that the severity of what happened has not been recognised.

I’ve missed a lot out of what happened but hope you can understand.

If you are from an ethnic background and considering joining this gym, please be aware that this was my personal experience.

There is one staff in thundersley that is very strict but the rest are pretty good otherwise. I think it is very inhumane to lock people into a 12 month contract at the rate of 69.99 a month. I literally have to pay mine and my boyfriends subscription which will cost me over £1.5k that year. I referred my boyfriend and they are saying because I didn't go through the app I can't get a free month. Also I told them that I want to end my subscription because I can't afford to pay both memberships and that I have no heating this winter and I am having to pay more for electricity because I have to rely on electric heaters. Locking people into such an expensive contract is very inhumane. I haven't even been to virgin active for the last 2 months which is about £250 down the drain and they are telling me that I have to provide evidence of my change in circumstances like the inflation rate of 3.8% is not enough.

Avoid when strength and conditioning sessions are held unless you enjoy extremely loud techno music.

Raised a complaint 1-2 weeks ago was told I would receive a response in 72 hours. Been chasing ever since with still no reply.

I am extremely disappointed with the way Virgin Active has handled my situation. I made multiple safety complaints about conditions in the gym and clearly stated that if the situation was not resolved, I wanted to cancel my membership. Instead of addressing the safety issue or taking my concerns seriously, they continued to take my direct debit, even after I explained that I did not feel safe using the facility.

I contacted them several times by phone and repeatedly asked for written confirmation of my cancellation. I gave them over a month’s notice, which is more than what my contract requires. Despite this, they still ignored my request and kept my membership active without my consent.

Eventually, a manager contacted me and gave me a scripted line about my “wellbeing being important” to them—but he still failed to confirm that any safety measures would change and did not confirm my cancellation, even though I had already requested it more than a month earlier. Absolutely unbelievable.

Even freezing a membership requires “manager approval,” yet these same managers ignore messages, fail to follow up, and seem completely unable to carry out basic responsibilities. Who is training and supervising these people? The level of incompetence is astonishing.

At this point, it feels less like poor service and more like deliberate obstruction designed to keep charging members against their wishes. I will be reporting this to the ombudsman, because no gym has the right to continue charging someone who has given clear notice to cancel and has repeatedly raised legitimate safety concerns.

This entire experience has been unacceptable from start to finish.

Don’t believe the offer of £100 credit or a free personal training session upon joining. The Virgin Active app can’t be downloaded to an international based App Store, so if you’re from overseas you won’t receive £100 credit and can’t book classes. Promises of contact to book your complimentary training session doesn’t happen.
Trying to do follow up and ask for an alternative to get the £100 credit is met by staff shrugging their shoulders, telephoning is a recording directing you to online. The gym is expensive and there are much better options, Kensington is small and often crowded.

I’m moving to Australia to live with a friend and they’re not letting me cancel.

Customer service is really poor. When things go wrong they delegate resolving it to a chat bot. The web site doesn’t work. The app breaks down. Some instructors are not up to scratch. The customer experience guy ignores emails. They hiked membership prices over 40% yet experience remains the same. Everyone seems to pay different prices. They don’t seem to be interested in customer loyalty.

Collingtree Park NN4 I joined club the day it opened as Esporta just over 25 years ago. Amazing for many years. Since Virgin took over there have been many changes, which is to be expected I suppose. Doesn’t suit me any more so with heavy heart I have had my last visit today and moving on. Tracey Tompkins has always been outstanding, kind, friendly, and professional and the only person that actually does what is required and very efficiently. Thank you so much Tracey

The customer service is an absolute joke. I made a complaint over a week ago and was told I would hear back from the gym manager within 3 days. It has now been a full week, and I haven’t heard from anyone.
When I tried calling customer service, I sat in the queue moving from position 3…2…1, and just as I was about to reach the front, the call was disconnected. I wasted 20 minutes of my life for nothing. Completely useless.
I called again and this time waited through positions 7…6…5… all the way to 1 over the course of 40 minutes, only to realise they were never going to answer. I honestly can’t believe this is allowed to happen. They are wasting people’s time and money without consent. I should not have to spend my phone minutes or my time on calls that will never be picked up.
This is unacceptable, and I will be making an official complaint.

I’ve been a long-time member at Virgin Active and historically the club delivered a genuinely premium experience. Recently, however, the towel policy has changed without clear communication — towels are now rationed or restricted, which really undermines the basic convenience of using the spa/steam/shower facilities that are central to the membership value.

The staff are the area that the clubs shine, they’re usually lovely.

The equipment often dated, though some clubs seem to be getting upgrades there.

I’d still rather have the premium club offering without the clear cost cutting on things like towels and products in the changing rooms than have newer equipment.

If Virgin Active wants to maintain a premium brand, these kinds of cost-cutting measures need to be reconsidered, or at the very least communicated transparently. Unless this changes, I’ll be reviewing my membership options when renewal comes up in April and likely moving back to ThirdSpace.

This month’s experience: Aldersgate closed for a week. One update and kept advertising classes to make it look like they were opening: 4 cancelled classes due to lack of instructors for cover(instructors leave because they’re treated badly; new ones don’t join VA because they have to pay and take time out to train the ‘Virgin Way’ then use awful non royalty music.
Repton: sends a misleading
Message to all members saying they’re starting reformer: no mention that cycle, Bodypump, yoga, HIT, dance, Barre and boxing are being cut. Body Pump was the busiest class, cycle is not even in the same studio as your planned reformer take over? A total of 3 classes running all day Tues? It’s an absolute joke. Members are complaining about being misled.
I like Reformer, but it’s no better than other classes and your decision to cut weight bearing classes and other activities is short sighted- surely you know it’s important to a have a range of exercises. You’re selling loyal members down the line Virgin.
This is a repeat scenario : You threw out a well loved beauty business with 6 weeks notice 2 years ago. People lost jobs at. Christmas because you said you wanted the area for Reformer. 2 years later it’s just a towel storage area. Your attitude to members, fellow tenants and instructors is atrocious.
As members can’t talk to managers at HO and names are not allowed to be shared, I don’t know who makes these outlandish decisions, but if you continue to treat members badly they’ll leave. No one replies to emails.
The good news for members: there are lots of good gyms, saunas and reformer studios setting up who treat members and staff well and offer value for money, sufficient towels, cleaner facilities and hot water.
How long can you ride the reformer and wellness wave? Your old members will be long gone when you need them. After 11 years I’m going elsewhere, as are 4 of my colleagues and my partner.
It would be good to get some feedback, but less than 30% feedback rate speaks volumes. The replies are vague with no solid action.

Absolutely toxic working environment. Manager has no people skills and communication from general manager, hr and director is poor. Employment welfare and safeguarding means nothing to them and bullying from managers in the workplace is acceptable to them

I am in love with this gym. Staff is super friendly, modern equipment and very clean facilities and spa. Love it !

Not fulfilling the necessities that have promised.

VA refuses to compensate when they withdraw services that were a material component of the contract

Their customer service is awful. I've been a member for 4 years. Every year they send me an email saying the price has increased by about 20% and to click a link to renew. The link never works. I email, they say to go into the gym, no one in the gym can do it, I email again. In the end after 3 weeks they sort it. Then I ask to get my guest passes, told it was automatic, then it isn't, then it's a month after I renew, then the email says it's immediate. Then on my birthday I'm owed guest passes, they never come. 3 weeks later again, still not sorted out. They can't see to work out what is centralised, what is local in the gym, the app isn't automatic to renew and edit your membership, I have to chase the perks I'm owed. Absolute joke. Basically, they are reliant on people not chasing what they are owed.

The spa closed for over a month and didn't refund members any of the money paid. Even a token gesture would have been appreciated but when I asked they told me I should walk to the next gym and use their spa!

VERY DISAPPOINTED!!!
I'm writing to express my disappointment with Virgin Active Islington Angel. I joined three weeks ago, specifically for the Zumba Aqua class and spa access. However, I've been let down. The Aqua class hasn't run once since I joined, despite the schedule saying it would. The Zumba classes that are available have inconsistent teaching styles, with the Saturday lunchtime class being particularly slow and uninspiring. To make matters worse, they've changed the class schedule without consulting regular attendees or informing members. Given the lack of communication and misleading class schedules, I've decided to cancel my membership. I'd advise others to think twice before joining, as I feel they've prioritized profits over member satisfaction.