Service members answered all my queries, got back to me via email within two days and assisted me with up to date information on the App

I checked the off-peak hours in advance of my visit to my local PureGym on the Summer UK Bank Holiday (Monday 31st August 2026).

In the online members dashboard it says that I should be able to access the gym 'All day' on Bank Holidays.

I travelled for 45 minutes to get to the gym, only to be denied access on arrival and have to give up and go home.

I informed customer services about this issue and they still have not issued a refund for this month (as requested), nor have they updated the information on their website, so that this doesn't happen to other members in future.

This 1 star review will remain up until PureGym issue a refund and update their website to show the correct information with regards to Off-Peak access to the gym on Bank Holidays.

Very good amazing facilities amazing customer service

Like 24 access always something free and help there if needed

Pleasant environment
Lots of equipment and you can go anytime.
There are also a lot of classes throughout the day so I will be trying them all in time. Staff on hand if you need to ask any questions.
Good price for a gym membership

Deres app og hjemmeside, virker utroligt dårligt, det er hver gang jeg bruger at der er problemer eller den virker ikke

Its been a while since my last visit. I love this branch in Canary wharf. Feel comfortable and able to get on with my reps. Ive done classes in the past. None today, but maybe soon.

Totally very well organised pure gym team centre when you need them

Terrible staff - not safe for women

A Little Gems that's Gym, very clean e pleasant, lot equipment , the PT team are sociable e kind, I like training over, feel so comfortable, the class with Ismail are amazing thanks guy's

It’s just what you’d expect from a good gym. The space is great. The Personal Trainers and Manager are so helpful.

I’m really disappointed with my first experience at the gym today.

I attended the Lift class at 7:10pm on 31 August. This was my first ever session at the gym and I am a complete beginner. Before attending, I checked that the class was suitable for all levels, so I felt comfortable giving it a try.

Before the class started, I told the instructor, Matthew Miles, that I was a beginner. I did my best throughout the class and used low weights because I knew I was inexperienced.

What happened afterwards was completely unacceptable.

Matthew Miles told me that I had no experience, that I should get a personal trainer and that I should not come back to his class. He said this in front of another person, which I found extremely humiliating and embarrassing.

I am a paying customer who was attending the gym for the first time. If there was something I needed to improve or something I was doing incorrectly, I would have expected an instructor to explain it to me respectfully and help me learn. Instead, I was made to feel like I had no place in the class simply because I was a beginner.

Under no circumstances should someone trying a gym for the first time be told not to attend a class that is advertised as being suitable for all levels.

I left the gym extremely upset and in tears. What should have been a positive first experience has left me feeling humiliated and questioning whether I even want to continue my membership.

I find the way I was spoken to completely unacceptable. Beginners should be encouraged and supported, not made to feel embarrassed or unwelcome.

I will be raising this formally with the gym because I do not believe this is how a paying customer should be treated.

The gyms themselves are not the subject of this, but more the app necessary to use the facilities. It's shocking and borderline unusable; confirmed after a quick look at the app store reviews. It's enough to put me off continuing membership.
App constantly crashes and slows entry to the gym and has been the same for many users for a few years. A recent update has caused consistent log out and PureGym seem completely in denial about it despite submitting several bug reports in the app.
Please fix the app as it's really ruining the PureGym experience overall.

The gyms themselves, generally good but consistent cleanliness issues at my local branches (Colwick, Castle Boulevard)

Four years ago I had a stroke when I walked I used to drag my right leg plus I was diagnosed diabetic now I I'm not diabetic and I don't drag my leg this is all down to a PT instructor named Liam at Stockport north gym he's perfect and pure gym is perfect too this is my experience I'm really happy and fortunate to be there

The Holloway Road gym used to be decent, but unfortunately since new management, Leteisha & co, took over roughly a year ago, things seem to have got worse rather than better. The changing rooms and toilets are often dirty. Despite the recent refurbishment, the overall layout feels awkward and poorly thought out. There have also been ongoing complaints about certain members of staff, yet nothing ever seems to change.
I agree with some of the points raised in other reviews about SOME of the PTs: at times, they can act as though the space exists solely for the convenience of their own clients. This can make the gym feel uncomfortable for other members, particularly when equipment or space is being used in a way that affects everyone else. I also have concerns about how certain incidents and complaints at this branch have been handled, and I don't feel that members' concerns are always taken seriously. This is particularly disappointing when the issue is something as important as members feeling comfortable and safe on the premises. To be honest, I only visit this gym a few times a month anyway, as I prefer the one near my workplace. However, everything my partner tells me (she goes 3 times a week) lines up with many of the negative reviews here. The air conditioning was out of action for much of the recent heatwaves, PTs regularly leave weights lying around after sessions, and we've experienced what I would describe as an unprofessional attitude from a staff member named Cem, as well as from a member of the management team. We'll soon be moving away from this area and leaving this gym behind, and based on our experience, we certainly won't miss it.

Great gym. Nice staff

Great gym where the staff make you feel welcome and that support is there if needed

Appalling insecure website.
At Xmas it took payment twice. Was unable to join gym as a pin was not issued for a renewed membership. Couldn’t get into gym as it’s mainly unmanned. Tried again at weekend. Nationwide stated website is insecure and declined card. Tried to sort it instore but gym remains unmanned.
Appalling pathetic and I refuse to compromise Internet security to join.
So I went to the gym and they could not help. They cannot do anything and told me customer services offer the same services. They said if your bank won’t accept our site - nothing we can do to help you - we do not take cash.
An insecure website can steal information about you. Be warned.
They claim their site is SSL encrypted.
It isn’t
It doesn’t even provide a padlock symbol when you click on it.
I trust my bank more than a website.
You just lost yourself a customer

You may think your website is insecure but I trust the Nationwide bank who think otherwise. They have won awards for security. If they reject your site then they only would do that for a reason.
Your site does not meet their safety requirements.
Also I’ve emailed your customer services who ignore your emails,
I’m still editing for a response from December 2025 when you took payment twice and didn’t issue me a pin.
Agsin I had to involve my bank and put in a dispute.

Your organization and customer service team are a disgrace