The Gym Group London Kingston Reviews Summary

Value for Money

Pros:

• "Great value for money and well equipped."
• "Fantastic gym with very friendly staff offering loads of classes that are included in a very reasonably priced membership."
• "Bargain for £30 month!"
• "Who would have thought that all this is 24 hour access for approx. £20/month!"
• "Great gym at a fantastic price. Loads of equipment and loads of classes to get you into shape! Also, 24 hours access!"
• "Have been to two 'budget' gyms in the past and this is by far better than both combined (and cheaper)."
• "Very good price and terms for what you get."

Cons:

• "Personally love this place, however the price is expensive for only gym facilities."
• "I guess you get what you pay for. Better off paying more for another gym and being able to access it!"

Staff and Management

Pros:

• "Jack Cotton, the manager is so kind and has arranged for a free 1 on 1 session for the inconvenience."
• "The stuff are very helpful and they give good advice about fitness."
• "So far I've had to deal with customer service on 3 occasions. All three times they were OUTSTANDING."
• "Mr Cotton is helpful, polite and loves his work."
• "The manager is one of the nicest and most positive people I’ve ever met."
• "Nice and helpful management and staff 👍"
• "Been a member of this gym for over 9 years and the staff are great!"

Cons:

• "Poorly managed by the higher powers."
• "Member of staff wasn't at all helpful instead waste my time so I couldn't officially report to police to check CCTV hence its lead me to doubt the staff only."
• "The zumba and dance instructors are both rude."
• "Decent gym but the staff have no concept of customer service. No help at all and would rather hang around and have a chat."
• "I had a disappointing experience with the manager there."
• "Just poor management and ghastly customer service."
• "Worst customer service ever! Manager tried to flirt with me and was very unprofessional."

Facilities and Equipment

Pros:

• "Not that busy between mornings and 4pm."
• "Good variety of different people, age wise and progress wise."
• "Lots of equipment to a good price."
• "Good gym, open 24/7. Access via pin."
• "The gym has really improved."
• "Clean, lots of machines and weights to choose from, matt space and changing rooms are nice and big."
• "The gym is well equipped and lots of classes available at no additional cost eg Zumba, HIIT, ABS etc."

Cons:

• "Except there’s less benches, there are now 6 benches in the upstairs area! This is ridiculous."
• "There is one very decent squat rack, but only one, which again, I had to wait for."
• "Dirty showers."
• "The kit is slightly dated and could do with a refurb."
• "During COVID had a random man try to enter the premises via squeezing into the tiny pods with me!"
• "They always have broken equipment and they doesn't have enough."
• "All three matrix spin bikes broken (and have been for months), 8 treadmills out of use, broken weights machines."

Customer Service and Support

Pros:

• "Jack fixed a lot of my health/sciatica etc issues. Highly recommended."
• "Cameron in particular is always very approachable+knowledgeable and frequently offers to help with any query I have."
• "I had a course of physiotherapy at VHG Kingston The Gym with Laura Csernus over of a number of weeks. Laura was very knowledgeable."
• "The staff are always friendly and helpful, and they go out of their way to make sure members feel welcome and supported."
• "The PTs that work there are all very helpful with whatever, keep the gym very tidy and clean!"
• "Simon one of the managers at this gym was very helpful for me today when I came in."
• "The staff are approachable and I would highly recommend trying some of the classes they hold throughout the week!"

Cons:

• "Tried going for the first time at 2330 after work and my pin didn’t work, I also tried the app to scan in, the app said it had opened the door but it was still locked so a wasted trip!"
• "App is buggy and won’t allow for PIN reset. Customer service is non existent - been waiting over a week for a response."
• "I did not receive any pin after paying the fees."
• "Closed twice in 4 days."
• "Dirty toilet facilities and mat areas which are hardly ever mopped."
• "Closed the gym temporarily, with no reason given."
• "My gym bag got stolen last week from the locker with my house,car and work keys."

Cleanliness and Maintenance

Pros:

• "Venue is clean at all times."
• "Staff are happy to help with queries and wipe down the equipment frequently."
• "Social distance measurements have been put in place."
• "For a budget gym it is really good!"
• "Love this place... Lots of new equipment since I saw the gym last time."
• "Staff regularly clean/sanitise equipment."
• "Always clean and tidy."