FRAME #moveyourframe Arvostelua 

I love Frame! I have been going to the Hammersmith branch since Feb 2023 and have completed just under 600 classes. I have nothing but good things to say, the staff are helpful and always cheerful, the instructors are knowledgable and make the classes really fun.

Hostile reformer instructor, enabling management, and a complete abdication of customer care

As a loyal, long-term member at Frame Hammersmith investing £225 a month for several years, I was forced to terminate my membership immediately following a shocking display of staff misconduct and institutional cowardice.

The incident began at check-in. Noticing that the instructor appeared visibly unwell, I extended a polite, routine gesture of civil concern, inquiring if he had experienced a difficult night. Rather than responding professionally, he launched into a volatile, unprovoked public tirade, snapping aggressively: "I don't like that, this is so inappropriate!" He proceeded to level bizarre, entirely unfounded accusations, weaponising and distorting a casual conversation I had shared with a receptionist months prior. It was a deeply disturbing display of unhinged behavior and public gaslighting.

The studio manager witnessed this entire irrational outburst firsthand. Yet, in a glaring failure of customer safety, management actively enabled his behavior by allowing him to proceed straight into the studio to teach the exact class I was scheduled to attend. It is painfully obvious that protecting a shift schedule and securing immediate class revenue was prioritized over the safety of their clientele.

By failing to issue immediate consequences, management has effectively emboldened their staff to bully paying clients and, potentially, their own coworkers. While I possess the personal resilience to remove myself from such treatment, I am deeply concerned for more vulnerable clients and staff members who might be subjected to this type of volatile, unprovoked behavior. I am particularly concerned for the colleagues at reception, who have always been friendly, and professional, yet are forced to work alongside such erratic conduct.

The moment the outburst ended, while still deeply shaken, I informed the manager that I wanted my membership cancelled ASAP. She offered zero empathy, flatly dismissing me with a cold, bureaucratic: "You need to email that to me." She then directed me outside the studio to speak further. Once outside, she told me the instructor had apologised to her for the public attack I had just endured. However she minimised by actually arguing to my face: “It’s not the best to ask someone if they are tired when they look like it.”
To suggest that observing a visible decline in an instructor's state and offering a passing word of standard human empathy is somehow a violation of protocol is an absolute logical absurdity. It effectively penalizes basic kindness while excusing toxic behavior.

In a final display of complete tone-deafness, she asked if I wanted to take some time to think about the cancellation once I had "calmed down," completely missing the gravity of the situation.

While they rushed to process my exit—sending a confirmation email closing my account by the time I arrived home—their subsequent formal correspondence was entirely defensive. Management attempted to smooth over severe misconduct with corporate platitudes regarding how "respect goes both ways," flatly attempting again to shift the blame onto me.

When I rejected this corporate spin and escalated the matter directly to their HR department, they went entirely silent, choosing to ghost a long-term premium member rather than face real accountability.You pay premium fees at Frame for a sanctuary, not to be publicly attacked by staff, dismissed by management, and ignored by head office. A complete and utter failure in their duty of care. Avoid this studio if you value your peace of mind and basic human respect

Instructors are good and classes are a good mix. But front of house Kings Cross are rule followers with little willingness or ability to help. Booked two classes with a friend via Classpass. First one Dance Cardio fine. Checked in after to ensure signed in on the second Barre. Told by them: You cannot do it without Barre socks. Me: Ok, what are the options as last week it was fine with sports socks. Them: You can buy socks, £14, only have large (I'm small). Me: Can you help cancel with Classpass? No, you have to contact and explain. Me: Can you make allowance this time and then I know for next time? Them: No, this is the policy, you should have checked the terms and conditions. Not helpful at all, no other classes offered, no desire to help solve the issue. I had recommended this to a friend as had liked the instructor and was a fun day before she goes abroad. But do not expect any customer service mentality or flexibility whatsoever if you encounter a small issue.

Want to write a review as my experience with the frame online classes has been amazing. Yes there are occasional minor tech issues with having to clear history to be able to log in again, but once you know how to resolve minimal issues. For the price point the on line classes are extremely high value for money. As a none gym goer they have been fantastic to help me reshape my body as I have lost over 5 stone over this year. Special shout out to Theresa and Charles whose classes I love!

The on demand/ online classes are unusable since the website change & no one ever responds via the ‘contact us’ option on the website. Just awful.

I love this gym, great atmosphere, lovely classes. Have been a regular for many years.

This company makes fitness fun. All the FOH staff and instructors are super friendly and welcoming. Love it!

They should give you the option to reschedule classes instead of just cancelling them. Also think the 12-hour cancellation window is too long for reformer Pilates classes. They are always so busy that I know you could cancel up to even a few hours in advance and someone would take it.

Had class with blond hair lady called Charlie. The worst class ever. Woman is rude and has no knowledge how to train people. She was very busy with her Instagram instead of looking after people at the class. Do not go there.

I would give zero stars if i could! If you struggle with injury, disability or health issues DO NOT GO NEAR THIS PLACE! Their membership policy is highly inflexible even when you have a serious injury that means you need a longer break from exercise. I have a spinal cord injury and am disable so when my disc prolapsed I tried to freeze my membership and they insisted i get a physio note (I've never experienced that before), by the time i got one a few days later they had deducted another £90 from my account which they wouldn't refund. They then re-started my membership after one month automatically and took ANOTHER £90. When i questioned this and asked for a refund they refused saying i had to cancel and use my credits within a designated period even though my injury has long recovery time. Just for comparison i was a member of a different gym at the same time on a similar class credit membership. I contacted them once, they immediately replied, froze my account without question or needing evidence of injury and reassured me i could unfreeze my membership whenever i was well enough. The experiences could not be further from one another, demonstrating that Frame's policy and culture around dealing with injury, ill health and disability is truly awful. Even if you are not injury prone and are able bodied, I would encourage you to be an ally and not give your money to this business.

The gym and the classes are amazing - the customer service leaves a lot to be desired. I supported them over lockdown and the decided that the credit could not be used for memberships or carried forward, I've tried to be in contact but they don't monitor their inboxes and the studio teams can't help. Have literally just lost 160 quid to them

Loved the gym, until I received the poorest customer service I got in my life! Avoid Hammersmith chain please !

Used the Hammersmith branch for classes before lockdown. The rebouding class was fun but there was a column right in the middle of the studio which meant that you could only see the mirror from certain positions in the studio. After lockdown, some Frame branches reopened but not Hammersmith. I had a small credit (£20) in my account that I couldn't use as the other branches are not at all convenient for me (and I thought the online classes would be a waste of money). I asked multiple times for a refund but was told that this was against their terms and conditions. Surely when a branch is closed they should refund their customers' credit? The Hammersmith branch has now finally reopened and my credit has expired in the meantime. Would not recommend using this company for poor customer service and poor studio layout.

When they happen, the FRAME livestream classes have good instructors and represent good value for money. However, customer service is absolutely appalling. Come on FRAME - the only way to contact you is via an online web form? Really? Too many technical, administrative and payment problems for you to duck a proper customer service infrastructure.

Do not ignore the reviews of this company regarding memberships. I signed up during lock down and never used the service. Despite never having used it a year later they took an annual membership fee from my account without any prior notice. They are clearly devoid of any moral or ethical responsibility at a time when people are struggling.

I really enjoyed their online 'on demand' classes, but when it came to cancelling my membership they just ignored all attempts of contacting them. There is no option to cancel online, just to send a message, which they then don't respond to. Had to cancel directly through my bank.

During the national lockdown in 2020 I explained to Frame that as I no longer commuted to London (I live 2.5 hours away) from the Kings Cross studio I wanted a refund of the small credit I was in via my Frame Card - I needed it to pay bills as I lost my job as well due to the pandemic.
Response from Frame was that the Frame card was non-refundable.
Such lack of empathy during unprecedented times. I am glad to read you've had to close more studios due to lack of footfall.
You lost my loyalty and my monthly fee. Disappointing attitude when other businesses were bending over to help people who had been impacted by lockdown.
Despite unsubbing from your emails still receiving them to this day. I asked you to take my name off your database as I will never give you my money again.

There is no way to get in contact with Frame. They DO NOT respond via email (web form online), which is the only way of contacting them if you need administrative help. Right after my wife signed up for a subscription, they removed all classes she planned on attending. No information was given prior to signup (only advertisement of how good the classes will be). Now we’re stuck with a subscription we cannot cancel or use. Please don’t waste your time and money. This might have started out as a good concept, but any quality has vanished along the way. This business needs to understand its customers needs (easy contact and problem resolution). FRAME: Please give your customers an option to contact you via phone and chat, current solution is not working!!
REMEMBER: if you would need help with your membership, wrong deducted funds or credits, you will NOT get help. There is not a number you can call, no chat function. Only a contact form which nobody answers. Contacting the gym directly is unfortunately useless.

Love love love. Used to go to the Farringdon studio but have moved to livestream and on demand now. Love the range of classes and instructors but have Brendan and Julius as personal favourites. The customer service has always been good and the product is reliable. Totally recommend!