A very unwelcoming environment by staff who do nothing except appear to be busy.
Staff desperately need training on how to greet members when they arrive instead of looking at their phones or computer screens pretending to be busy or look the other way when you enter or leave, and its not only me that shares this view, its endemic.
Staff need to take responsibility for cleanliness of gym and the condition of equipment, but once again they are too flipping busy pretending to be busy.
Not a pleasant experience going there by any stretch save for the excellent location (Cronulla Sharks), and sadly the nearby competition not much better.
I can safely assume top management are just as apathetic as the bottom feeders in this organisation judging by the standards they set for their staff as well as their reaction to complaints made.
Review by Jooles3 months ago
Very bad service! the allow to the visitors take pictures and videos of other people during the class, no protection, no action from administration
Review by Bafford Emordi3 months ago
I would like to rate low if it would be possible. My platinum experience has been ended with a horrible customer service. I have never seen this kind of incompetence from any kind of business which is showing "ZERO CARE" about customer.
Moved house and decided to freeze my membership for a 3 month. When I asked to stop and cancel last month policy charging as per I am out of the country, they even raised the fee without any inform in advance.
BE VERY CAREFUL! NO CUSTOMER CARE, NO CUSTOMER SERVICE!
Review by Floram4 months ago
This gym does not care about its customers.
I have asked via the official procedure 3 times to please service the rowing machines, have batteries in them and give them a decent spot, but never ever have they done it and never anyone responded to my request. I never managed to talk to the manager as she is always busy. I am fed up with they way they have ignored me and with the dirty, rusty state of the rowing machines. Very, very disappointed!
Review by Rosecolette4 months ago
Don't let you cancel the gym membership. Horrible customer service, will refuse to speak to you because you point out that they did not follow the law (GDPR).
Review by Andreassen4 months ago
Classic gym that is fresh but on pricey side. Go to the local platinum gym and love the classes
Review by Sumiyah4 months ago
If i could rate lower I would. I agree with other people’s awful feedback, their gyms are an absolute disgrace, I am sick of paying outrageous fees for broken equipment and dirty facilities. This is about the 4th time that I have informed them that the television reception through their machines is awful and that most of the channels come through pixelated. Again, another morning where there’s no cleaning wipes available as all of the cleaning stations are empty of wipes. On reporting the situation I am told that staff are aware they are waiting for cleaners to attend. Here’s an idea, instead of standing around talking, maybe the floor staff could replace a few towlets. I don’t think that there’s any OH&as issues with taking on some initiative yourselves as paid staff members. I am also sick of hearing this excuse as it was the same excuse that I heard yesterday. Begs the question, how often do you get the place cleaned!!! I pay top dollar for what is supposed to be a platinum gym at Balgowlah. If this is your premium club I would hate to see the state of your regular clubs. Lift your game guys it’s unacceptable to take peoples money at a premium and not provide service. Anyone thinking of signing up? My advice is to shop around
Review by Gunnvor Vimont5 months ago
Was past the end of a one year period of a platinum black label membership, over 4 months of which I was unable to access platinum amenities due to renovations, and half of the gym's equipment was inaccessible (with no recourse offered to black label paying members). Post end of 12 month period they refused to give relief to their minimum 1 month cancellation policy.
Very little offered above 24 hour low cost gyms with flexible memberships, and when they get the chance they will take advantage of you financially. Dont waste your time or money
Review by Zomc Cait5 months ago
HI EVERYONE, I HAVE NEVER EXPERIENCED THIS LEVEL OF INCOMPETENCE FROM ANY BUSINESS. I became a member at Fitness First Hornsby, and before the cooling off period of my membership period began, I decided to put it on a 3-month freeze. Then the very next day, I went back to cancel my membership before it even began, and called 2 times, and went into the gym to speak to the lady TANYA, who had signed me up. Despite that my membership had not been cancelled, and I then got charged on my bank account a month later. I went in again, and spoke to a middle eastern girl who assured me things would be taken care of, she too did not get anywhere. I then spoke to a girl called BREE who saw my case file and apologised for the inconvenience and assured to call back the same day regarding a solution for the issue, and not only did she not call back, In fact, I got charged on my account again. At this point I had made multiple trips to fitness first, feeling frustrated and troubled that these incompetent people can't even seem to cancel a membership. It only gets worse, I had an hour-long conversation with the manager over the phone KATE, who assured me she would take care of it, stop direct debits and cancel my membership, but a week later KATE called me and asked "The direct debits for your membership aren't going through, we're having trouble processing your payment". AT this point you wonder if these people are half asleep, inexperienced, or pretend to know English. IT only gets worse, I called head office and they assured me that their "sorry" and cannot compensate for the 2 times I have been charged and the multiple failed attempts from the staff at Hornsby who were unable to doa simple job. Then after that, I received an email from KATE and a lady from the head office stating my membership had been cancelled and that I will never have to hear from them again. Its been 3 days since this email, and i assumed that would it, and that it must have been put to rest, BUT HERE IT IS AGAIN, I have been charged on my account debited YET AGAIN on the 30th of May,!!!! THIS HAS STRETCHED TOO FAR, over 3 months, these people not only don't do their job, but they also don't compensate or give a damn about cancelling your membership when you ask for it. TANYA EVEN DENIED, that i asked for my membership to be cancelled, but I cancelled it with my mum standing beside me so yes i have a witness. This is absolutely ridiculous andif a business is run by people as insensitive and incompetent as them then it should be nothing but SHUT DOWN. Email me for personal recepits, debits, emails
Review by Babyem5 months ago
They have charged me for four months after I have cancelled the service!!
Review by Fallah6 months ago
I had signed up for a trial period and had a cooling off period for 2 weeks, but during this time FF had direct debited me. I was initially informed that nothing will happen until after the 2 weeks. When I rung FF to enquire about the direct debiting, the initial consultant advised me that no debiting had occurred and further advised that a refund had been put in. This was not correct. I rung again to speak to the original consultant who had confirmed that I was indeed charged during the cooling off period - and confirmed that this error was known to be quite common. They also confirmed that the refund the other consultant had mentioned was in fact another charge (not refund) that was intending to go onto my account. Upon hearing this information, I came to learn that if I hadn't raised alarm bells, they would have continued to charge me. It is stated in the conditions that during the cooling off period, customers are not required to meet membership payment, and will not be charged, so how then have FF overlooked this condition with customers?
Review by Pitt6 months ago
I wish I can put zero stars.
This gym does not care about its customers, they only care about money.
I tried this gym for two weeks and I didn't like it. So I decided to stop my membership but they wanted to charge me $800 just to cancel my membership.
They just lie to their customers by saying you can join today and cancel at any time.
Review by Ernhaka6 months ago
Totally the last straw today. I have been using FF Park St, Darlinghurst & Kings Cross, Sydney regularly for 4 years now & have been a member for a very long time using other FF gyms. The state of these gyms is pathetic for the fees. In each of them, locker doors, shower doors, taps & shower heads are broken and left unrepaired for ages. The ceilings in the showers are generally mouldy & haven’t been cleaned or replaced for ages (even when some cosmetic bathroom renovations were done). Steam rooms especially are often not working & take ages to fix (and usually there is no sign it’s broken until a member strips down only to find they needn’t have bothered as happened to me today). In Park St especially, if the steam room is working it is not cleaned & is putrid. It’s laughable that you open a new gym in Pitt St & on my first use within days of first open, the steam room already didn’t work. Cleaners seem to only work infrequently and do the barest of bate minimum cleaning. At the end Gold early morning & lunch sessions, there are often towels & garbage spilling everywhere in the change rooms. The state of the equipment in these gyms is often not much better than the back rooms. Have used other Sydney & Gold Coast FF gyms recently and they are little better with all kinds of maintenance issues - it is clear FF is skimping on cleaning & maintenance and it shows. For the price charged it’s a disgrace, especially when compared with FF facilities in Germany & Asia. They are immaculate as are equivalent level gyms in the US (and I have sampled them in New York, Boston & Chicago to know). Worst of all, staff don’t seem to care much which probably speaks volumes about FF management - the staff seem to have given up caring because management doesnt care and nothing changes except the experience is going down hill to a third rate experience
Review by Magesh6 months ago
Moved house so I wasn't near a fitness first anymore and they wouldn't let me out of the contract so I ended up paying the fees for another 6 months. Fun. Also was frequently approached to do personal training which was annoying. Virgin active had much nicer facilities and no sales pressure after joining.
Review by Trod Wachs7 months ago
Allowing men to verbally abuse women on the weights for seems to be the norm for Fittness first Bondi platinum. After experiencing being sworn at & intimidating abuse & reporting it to 2 senior mangers , nothing has been done. I’m currently to frightened to re enter the gym . I advise women not to join this gym.
Review by Mrinalini7 months ago
Be very careful. They might increase your direct debit fees without your agreement.
The pool and the sauna in Highbury FF have been out of order most of the time of my membership. Still I had to Pay the whole fee. A scam.
Review by MarmaladeMama8 months ago
Wanted to cancel membership. They told me, I need to give 28 day notice. Why do you need a month notice? you are not a landlord who needs to know in order to look for a new tenant. Plain robbery. Forced to pay an extra $82 because of their 1 month robbery notice. Its their way to rob you before you cancel on their membership...
Review by Xuwei9 months ago
As most people training at Fitness First Hornsby are aware, the air conditioning system has not been working for the past 5 weeks or so despite apparent servicing work by maintenance people...
The guys at the front desk can't do much about it because it is out of their control unfortunately....all they can do is call up head office to come and fix the system but it's never a solution because it burns out again...
What all members should do is immediately email head office to complain about the situation and ask for a $20 refund for every fortnight over the past 5 weeks to make up for the oppressive heat that they have had to suffer during this summer training there...in reality, the 30+ degree heat outside offers one more respite when they leave the gym over the past month...
It's only when a lot of members email them complaining about the air conditioning and asking for refunds that management of the Fitness First chain might start taking notice and do whatever has to be done to have cool air in there…
Worst case, Fitness First should hire some of those large commercial portable indoor air conditioner units to blow cold air through the gym until the air conditioning issue is properly resolved….
The tv channels have also been down for 8 weeks since the last big storm in mid December 2018 and the music audio speakers have not worked for 8 months in the training area outside the change rooms despite these issues being raised a long time ago.
All of these are bad public relations image for Fitness First, one would have thought….
All members should email HEAD OFFICE at Fitness First to complain and ask for refunds for past charges and discounts for future charges....
The manager and front reception staff are all nice though and shouldn’t bear the brunt of the many complaints….
If I was charged half price to train at the gym, I wouldn’t care about the broken down air conditioning, lousy tvs and silence in the training area…but we’re being charged full price and deserve the get the basics at least ie air conditioner working
Review by Dirky Ellsum9 months ago
They are absolutely ripped off when they sign you up they just lie to their customers by saying you can join today and cancel at anytime you like if you like to cancel the membership and they charge you for 4 weeks by saying that is part of your agreement that you signed.
So be very careful before you join this Gym and prefer not to join them and then on top that their customer service over the phone is very unhelpful.
Will never gonna join this gym again and will tell all my friends not to join this gym.
Review by Elissa9 months ago
I was a member at Cottons for almost 5 years. Over the summer I had to leave the UK abruptly due to serious family illness.
At first I froze my membership, which the member services manager Laura was happy to help me with. A few months after I couldn’t return and needed to cancel. I tried to contact Laura or any manager there by multiple emails, phone messages with the front desk and the website contact form. I was never responded to and had to resort to messaging head office on the Facebook page and Twitter.
Really poor service (and HEARTLESS since that manager knew my situation) from Fitness First Cottons. Just so you know, if one of your parents is dying and you need to cancel your gym membership, FF Cottons does not care. Just adds to my experiences that ‘gym people’ are THE WORST.
Review by Webmaster1 year ago
There wouldn't be too many gyms where personal trainers can get away with swearing at customers and having physical confrontations with customers. What would be intolerable at other gyms is accepted practice at FF St Leonards. The personal trainers act like they own the gym. They order other people around and give them grief if they dare used the 'good equipment'.
I found out that the personal trainers at Fitness First aren't employees. They have to pay lots of money to buy a franchise and pay lots of money for rent - just to be there. They actually have no authority to order other people to do anything, but Fitness First would lose money if they banned them for their bad behaviour. (and we know FF loves money more than customers).
The personal trainers are incentivised to get clients to pay for more sessions rather than to help them achieve their weight loss or muscle gain goals.
If you are new to the gym, don't sign up for personal training until you meet a few people at the gym and ask them to tell you which personal trainers get results and which one don't.
Review by Connexions1 year ago
Probably the worst gym I have ever experienced. Equipment continually breaks and then takes months to get fixed. The sauna never works, the drinking fountain is always broke, and the iron and hair dryers are never working. I have called and emailed to register my complaints yet still haven't had a reply. The company clearly don't care about their customers and simply look at you as a cash cow. They continue to charge full price memberships, yet don't provide the full service that they advertise. If you enjoy paying sizeable monthly payments for not a lot in return this is the gym for you!
Review by Harkartar Harford1 year ago
have been a member for over 10 years and cancelled after my freeze ended due to having a baby. Got slugged a $72 cancellation fee for some bs 28 notice period??? I have been out of contract for 10 years. Ridiculous. It doesn't take them 28 days to cancel a membership so why would I have to give them this notice period and get slammed a fee for a membership I no longer use. So shonky!
Review by LuanneH Schill1 year ago
Great facilities and well air-conditioned! Unfortunately the staff I dealt with were uninformed and unwilling to help. It seems to me that they're running a scam here to line their own pockets!
I'm a member at the Leyton Mills club and I was shopping on Oxford Circus after work and decided to train here as I was on borrowed time. I assumed I'd have to pay an additional charge as my membership is £38 per month and they charge £45.
I spoke to the lady on the front desk who was unsure and so she called the manager. The manager then had to speak to the membership manager to confirm whether or not I could train today.
Jermaine explained that I could pay an additional £10 to use the gym that day. I decided this was not worth it until he mentioned an offer in the app.
The offer states that you can "Train for free across any DW Fitness First club across the country- simply show this deal to staff"
I presented this offer, only to be told that I needed to book in first. This was not stated in the T&Cs, so I was not aware of this.
He explained that this was for health and safety reasons and that without being booked in, I could not be accounted for in case there was a serious incident.
Given that today is "bring a friend Friday"( I have never had to book a friend in advance btw) many people were also signing into a piece of paper and not being logged in this booking "system" he mentioned.
The entire incident was bizarre and I do not understand why I would not have to book in advance if I had paid the £10, surely I still wouldn't have been "logged in the system"?
I think this man was trying to make an unsolicited tip, I will update this as soon as I've heard from their customer service department because I am truly baffled!
Jermaine also mentioned that if he had viewed this offer he would not be aware that he'd have to book in. He told me that "they" need to update it. Who are the mysterious "they" I do hope they're more helpful! 🤔
I usually have great experiences with FF, what a let down!
Review by Jhasaketan Gamet1 year ago
Great place to work, very nice customers. They have a range of equipment but don't have consistency in all of their gyms. Love working here only reason for the 4 is that it can sometimes be difficult to create the perfect workout plan for my customers due to their inconsistencies in equipment. Personal recommendation is either St Leonards FF or North Sydney Elisabeth St FF.
Trained at Anytime when I was a teen, only difference is that anytime is more readily available and is available ANYTIME.
FF have great locations everywhere so that is also a credit to them.
I just want to reiterate that FF is a fine establishment to train at and I back them all the way!