February 2024 by Rose Mathurin
Legal director Hannah Worthing said she would investigate my complaint 14/10/2023 and I never got a reply and I?m still awaiting some answers from my stolen trainers and the paragraph that was redacted in my virgin notes that requested as I felt bullied and victimised by the staff at Notting Hill virgin, said staff I believe left, when investigation should of started but I heard Nothing fromLegal director hannah Worthington after being a virgin active woman of Color for 14 years probably there longest standing member at Notting Hill as black woman of colour
November 2023 by Ophelia Bellio
I signed up for a membership at Virgin Active hoping to improve my fitness. When I was encouraged to try a personal training session, I agreed as long as we could meet biweekly to fit my budget. I was initially told this would not be a problem.However, I later learned biweekly training is only offered as a 6 month commitment, while weekly sessions require a 3 month commitment. This did not work for me financially. Over many emails, I tried to find a reasonable solution with Virgin Active, but they would not bend on their set packages.I felt pressured to spend over £250 per month when I had joined to use the gym facilities. While I wanted help getting started, I cannot afford expensive personal training. The aggressive sales tactics left me disappointed.My goal was simply to get healthy affordably. But I felt their priority was maximizing profit over meeting my needs as a member. I am frustrated by this experience of feeling pushed into services I expressly said I could not budget for.I wish my health and financial concerns had been respected rather than dismissed.In the end, I will have to cancel my membership over their refusal to compromise on training costs.Avoid this organisation.
November 2023 by Ad
Thanks you William vas ,great stuff ,good customer service well done thank you ,virgin active need people like you in head office.thank you
October 2023 by Daniel Wright
No answers the phone! Spent 25 mins on hold for one one to answer. I'm a member of worple road and i froze my membership till the club is open again and still having monrry taken out of my account. This is the 3rd time after two refunds.
August 2023 by Scott Spinks
The lack of customer service is shocking. Promise to call you back and never do. Being referred to as "mate" just shows the lack of training given to their agents on the phones.Policy changes are not communicated through all channels and not all customers receive them. The unwillingness to help really comes across.I will be cancelling our family subscription.
August 2023 by David Hayworth
VIRGIN Northampton The Grid 6pm to 7pm WHY do you have to have the music so loud!!!!..15 to 20 people doing the grid class. Gym full .. I wear headphones whilst i work out. I have to turn the volume to maximum and i can still hear the music from the grid class. I dont expect you to have no music but i would expect the gym to respect the other people in the gym working out. If you want the music that loud why dont you use the private rooms. RESPECT YOUR OTHER MEMBERS PLEASE.
June 2023 by Tracey Martin
More classes at last. Still need more exercise classes.Was told we had a choice of leaving class 15 minutes early or having a shower recently. This has happened a few times recently. So because some of the classes finish 15 mins before the gym closes you're not allowed a shower. They start closing the shower and a long queue formsThe spa closes 15 mins before closing too so everyone tries to get a shower. You should not be pulling out pipes and lifting shower trays cleaning up while members are still there within the advertised gym use time. Heavy cleaning should be taking place afterwards. Ironic that light cleaning and tidying doesn't happen anymore or rarely during the day. Bad toilet and shower smells. Maybe because staff are not paid after closing. Still this is mixed messages and bad planning. The fees have gone up and they've still not given back the half hour carved off weekends since Covid. Maybe we won't notice. I gave feedback on VA booking system but they never reply. I wish they'd listen and remember that its members who keep the gym functioning.
June 2023 by T Martin
More classes at last. Still need more exercise classes.Was told we had a choice of leaving class 15 minutes early or having a shower recently. This has happened a few times recently. So because some of the classes finish 15 mins before the gym closes you're not allowed a shower. They start closing the shower and a long queue formsThe spa closes 15 mins before closing too so everyone tries to get a shower. You should not be pulling out pipes and lifting shower trays cleaning up while members are still there within the advertised gym use time. Heavy cleaning should be taking place afterwards. Ironic that light cleaning and tidying doesn't happen anymore or rarely during the day. Bad toilet and shower smells. Maybe because staff are not paid after closing. Still this is mixed messages and bad planning. The fees have gone up and they've still not given back the half hour carved off weekends since Covid. Maybe we won't notice. I gave feedback on VA booking system but they never reply. I wish they'd listen and remember that its members who keep the gym functioning.
April 2023 by Sajida Ahmed
The lowry virgin active in manchester is a shambles.The staff are rude, the app is not working and they have given me false information about lockers.While me and my husband were away They broke into the locker and stolen items out of the locker and are taking no responsibility for replacing the items.
January 2023 by Assoluta Allegria
Pathetic customer service, I am being denied access to clubs abroad not having being informed in advance they now apply a cap to 3M per year. They have not applied any common sense when it comes to addressing a very simple matter, but are kind enough to express their sympathy towards the alleged customer frustration. And this is supposed to be the top level of membership they offer worldwide.I have asked to be contacted on my phone but nobody reached out.I have contacted the team in Italy and confirmed there are no options for temporary membership in Italy. What are you talking about then?POOR CUSTOMER SERVICEp.s.In a subsequent reply by email they acknowledge that the option of taking a temporary membership in Italy is not a viable option. Shame on Virgin!
September 2022 by Derrick Dyas
Although no longer a luxury Gym/Swimming pool it has been converted into Virgin Active's HQ with training rooms and filming capacity.A great central location and friendly facility.
March 2022 by John
Not such much the Head Office but more concerning Repton Park Virgin Active. With over 400+ properties on this Gated Community why do they Offer such a Dismal Price Reduction for these Potential Clients. Or even consider a Sensible Fee for Swim Only sessions? A disappointed Resident!!!
July 2021 by Johann Delaunay
Really enjoyed this gym however, I am now having the feeling that it is, sadly, not going to re-open, as I can see that my membership has been put to Walbrook's gym..? I can now confirm that the place has been definitely closed with Virgin Active's gym HQ moving there.
July 2021 by Stuart Robinson
After 7 years as a member of Virgin Active I have decided to terminate my membership due to the incredibly poor customer service. Not only did this gym reinstate my paused membership without notifying me, they subsequently passed my details onto a debt collection agency again without contacting me. I appreciate then pandemic has hit gyms hard but that's not an excuse to rip off your members.
January 2020 by Ross Sergeant
Excellent club. Great facilities, friendly staff, superb training environment. Definitely one of the better gyms in the city.
