Dirty, Disorganised Gym, but Friendly Gym Users & Great Instructors Let Down by Poor Management
★☆☆☆☆
I rarely leave negative reviews, but I feel it’s important to share my experience.
The main reason I cancelled my membership was the way I was treated by Donna on reception. When I arrived, Donna was on the phone. Her colleague approached me, asked how she could help and invited me to explain my query. As I began speaking to her colleague, Donna abruptly shushed me in an aggressive and demeaning manner, despite the conversation not being directed at her. I found this completely unnecessary and deeply unprofessional.
As I couldn’t return over the weekend, I spoke to Donna on my next visit in the hope of resolving the matter respectfully. Instead of listening or apologising, she immediately became defensive and confrontational. When I told her that I felt her behaviour had been unprofessional, she demanded that I was the one being unprofessional. She then accused me of swearing, which was simply untrue. There were members of staff and customers in reception who witnessed the conversation. Rather than acknowledging her own conduct, she repeatedly attempted to shift the blame onto me, leaving me feeling dismissed and completely unheard.
Following my complaint, the manager, Yvette, contacted me to discuss the incident. She listened carefully, showed understanding and agreed that Donna could have handled the situation very differently instead of allowing it to escalate. I appreciated Yvette taking the time to listen, but by that stage I had already cancelled my membership. Donna remained in her role, and from my perspective there appeared to be no meaningful accountability.
I do want to acknowledge that the fitness instructors were excellent throughout my membership. They were knowledgeable, approachable and genuinely cared about members. Sadly, that professionalism was not reflected in my experience with the reception staff. I have worked in customer-facing roles for many years and have visited gyms in different cities and abroad. Never have I experienced customer service handled in such a confrontational and dismissive manner.
Now that have cancelled my membership because I refuse to continue paying for a service where I have twice been treated with disrespect. I emailed Ashbourne about my disgusting experience, the contract was cancelled and no future payment taken.
I sincerely hope Abbey Sports Centre improves both its customer service and the way it handles genuine complaints, because every paying member deserves to be treated with dignity, professionalism and respect.