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Extremely Frustrating & Unfair Treatment at Gymbox Stratford

I’m writing on behalf of my 18-year-old son, who tried to cancel his Gymbox Stratford membership over three months ago due to relocating abroad. Despite providing ample notice, they refused to process the cancellation and instead referred him to debt collection, an utterly distressing and unnecessary escalation.

We reached out to management hoping for a resolution: I spoke with Kelcel (General Manager) and Labby (Deputy Manager). Yet they were completely unhelpful and showed zero empathy. They didn't listen to his situation, didn't offer a solution, and simply dismissed our concerns.

Sadly, this aligns with many Stratford members' experiences, who report being locked into aggressive, rolling contracts, overcharged for cancellations, and left feeling trapped . Nearby reviews also mention being referred to collection agencies rather than given an easy exit .

To my son’s detriment, Gymbox chose debt collection over customer care when a young adult, moving countries, simply wanted to cancel a membership in good faith. Their failure to act professionally is shocking.

I strongly warn parents and students: if you're signing up for Gymbox Stratford, read the fine print carefully. Their cancellation process can be predatory, their staff unsupportive, and their management unwelcoming, especially toward younger members. This is a gym experience to avoid.

I really would prefer to give them zero stars, but since that's not an option I'll be wildly generous with a one star review. Truly I would prefer working out in a sewer -- it'd be better equipped with nicer staff. I hated EVERY SINGLE THING about my experience with Gymbox. They have incurred my ill will and I want to deter as many people from coming here as I can. Probably the business I despise most on the planet due to their cocktail of mismanagement, ineptitude, avarice, and filthy facilities.

Gymbox is great and the atmosphere in there is always amazing. Classes take up a lot of the crossfit spaces but other than that, Gymbox has some amazing equipment and machines.

I joined the gym in Finsbury Park as a founding member before it opened. One month in, I would say it has been a pleasant experience so far!

Pros:
- Joining discount and student membership deals
- Free coffee
- Sauna and cold plunge
- High quality equipment
- Rarely crowded or busy (I personally avoid peak times but even then, it didn’t seem overly busy)
- Towel service is so handy
- Staff are approachable and helpful
- Showers always stocked with shampoo, conditioner and body wash

Cons:
- Coffee machine needs to be restocked more regularly, I’ve noticed it’s often ran out of milk/ oat milk only available and no chocolate powder replaced for a few days.
- There is a protein shaker machine with free protein powder, however I haven’t seen this functioning since I joined
- Cold plunge has had some teething issues. I notified staff on one occasion as it didn’t seem to be cold enough and the water was cloudy. They informed me a contractor was booked to check it out as they were having to manually clean it and refill it. Since then I noted the contractor has been back a few times, so it seems this is being looked into.
- Fresh towels ran out this morning, they were waiting for a delivery however it seems this could be avoided with more efficient planning in place. Used towels were also piled high in the changing room which wasn’t nice to see.
- They have added more classes however I have yet to be able to book anything. Classes book out super quick, they even suggest setting a reminder for 10am when the classes are released. I don’t rely on classes but if you are joining mainly for classes I would consider this factor!

Overall I would say the experience so far has been predominantly positive. I also tried the gym in Old Street before FP opened and I liked it too. It is a brilliant large, clean gym with excellent facilities - just hoping these are just teething issues and it won’t become an ongoing problem in FP too like some other reviews have mentioned!

BEST OFFERING IN LONDON! Cold plunges, Red light therapy, reformer pilates, Gymbox have really stepped up their game. By far the best offering in Finsbury Park.

signed up for a personal training session at Ealing Broadway and paid £30 upfront. I was told the personal trainer would contact me, but I had to chase them myself through the person I originally signed up with. When the trainer eventually reached out, they offered dates I couldn’t do. I responded with my availability—then heard nothing back.

Five months passed with no further contact, so I finally followed up to ask for a refund, explaining the situation. I was told that despite their failure to follow up or provide the service, they don’t issue refunds. I was stunned.

This gym is completely unhelpful, lacks basic customer care, and offers zero accountability. Their response was robotic and dismissive. £30 might not be a huge amount, but the principle matters. They took my money and delivered absolutely nothing in return.

I wouldn’t recommend this gym to anyone. There are far better, more professional places out there that actually care about their members.

Aware that the gym has only opened recently but they are not very on top of things. Protein shake machine has been broken for weeks, only one straight bar for 8 cables, introducing offers better for new members than those supporting early on etc… disappointing. Staff are all very nice however,

Worst Gym ever- I froze for 1 month and still paid £20 but no one told me that the membership will be pushed forward. I requested to not pay last month as I am having some financial trouble and I haven't joined the Gym for 2 months. What they did was send me a harassment email from a collector agency requesting even extra money and pay in 24 hours. Not even the council tax is so bad. I won't recommend Gymbox to my worst enemy plus the gym is very outdated. I just hope my membership is now cancelled

This gym is very noisy, dark, busy and frankly badly set out. I stupidly signed up thinking the loud, trashy music was just at a high level when I Iooked around. It is deafening at all times! Even with headphones! The lighting is so bad (ie: no real lighting) makes it difficult to read the weights on the dumbells!! It's like trying to workout in a bad, trashy nightclub! If you're out to pick someone up, rather than exercise, then this is the place for you. Although you'd have to leave the gym for your best pick up lines to be heard!! I've been three times, having signed up on a deal for 3 months but can't stand it any longer - I'm just biting the bullet on the fact that I'm paying for nothing until the membership runs out in August.

Worst gym I have ever stepped foot in!!
Staff are rubbish, unhelpful, the towels are disgraceful, cheap fraying nasty material, showers never have shampoo or conditioner as they’re always empty, everyone that trains there thinks they’re an influencer so there’s tripods and phones set up recording at all angles, the atmosphere is awkward and unwelcoming and the list goes on!!! Trying to cancel your membership is deemed IMPOSSIBLE!! STAY AWAY!! Not worth £86 a month!!! Wouldn’t pay anymore that £40 at the absolute MOST! Only because of the size of the place and that’s it!!

I love training at gymbox! Has everything you need

I recently contacted gymbox to ask them to end my membership early as i have no work and can't afford the membership. I explained that I was behind on my rent and bills and pretty much hoing under financially. They flat out refused to end the membership on compassionate grounds given my financial situation. They said they would freeze the account at a cost of £20 a month, said i could transfer the membership to someone else or pay a cancelation fee.

Absolutely heartless and pretty telling of the sort of people they are. The next step is them getting debt collectors after me.

Nice huh!

When signing up you are treated like a valued customer which gives the sense they actually care. I joined via an offer and got a response after applying online in minutes then had my induction the day after. I then tried to use the The gym and found it incredibly busy and over subscribed. Then I ran into an issue with my membership and spent the next 4-5 weeks waiting for a response from the manager or any member of staff, including the one that signed me up. This has been the worst gym experience I have ever had. All glitz and glamour but the equipment isn't any different than other gyms. I wouldn't waist your time or money because for £100 a month you can join 3 other gyms with the same quality. Never again

Finsbury park Gymbox.
Please don’t waste your time and money to book in! Soon at 10am always you will be on the waiting list which never you can’t book.

Genuinely one of the worst gym experiences I’ve ever had. The WiFi barely works, and there’s zero phone reception since it’s buried in a depressing, windowless bunker. You’re completely cut off down there.

The showers are disgusting - currently ice cold, reek to high heaven, and to top it off, water is literally leaking out of the TVs and the ceiling. Yes, you read that right. It's like a third-world country gym, but worse.

They’ve got an army of receptionists doing nothing while the gym is filthy and falling apart. Maybe hire one competent person and spend the rest of that salary budget on cleaning and repairs?

Cardio equipment is always broken, with people queuing up like it's a free iPhone launch. The machines that do work are mid-tier equipment. For what they charge, you’d expect top-tier gear from proper brands.

The culture inside is chaos. Plates are never re-racked, weights are all over the floor, and no one enforces basic gym etiquette. Staff can’t be bothered - they're too busy laughing and slagging off members behind the desk. Classy.

The mobile app is useless - clunky, buggy, and lacks most basic features.

Do not be fooled by reviews calling this “London’s best gym”. Those people either work there or haven’t set foot more than 500 yards from their flat. This place is an overpriced scam. I wouldn’t return even if it was half the price. There are plenty of better gyms in London for far less money, with far more quality.

Objectively and realistically, this gym should be £40-£50, not £140 - and that's accounting for the high-cost location. Given they're not investing in the gym, they must be raking it in. Good for them, I guess.

I honestly can't think of a reason to recommend Gymbox. The only nice thing is the towel service.

Its more of a scam than a gym. Online payment system = DOESN'T work. Mould everywhere in the toilets. Cleanliness is amongst the worst in any gym in London. And they constantly send aggressive emails asking you to pay when for the last 8-months they havent been able to get their direct-debit system to work. Avoid at all cost.

Great gym - very different vibe to your normal plain London gyms. While it can be a bit spenny, I personally enjoy it, although it can be mental during peak hours and some Gymboxes have really odd layouts (for example, Farringdon). Ealing and Shepherd's Bush are great.

Horrible scummy company, there are way better gyms with better service to try

Having read the other reviews, it is clear this is not an infrequent experience. Although the gym facilities are adequate, the customer service team are incredibly poor. As a customer, please be very careful signing anything without doing extensive personal research yourself, as their employee’s mistakes will be placed upon you financially, with no refund. The responses from the customer service team can pretty much be summarised as illogical, unempathetic, and robotic, the complete opposite of what any customer would hope for.

When signing up, I was not offered the discounted rate that is available for students, and was not even aware of it as I signed up with a representative in the gym following a tour, and authorised it that evening. After one month of payment was deducted from my account, I became aware of this and contacted the customer service team in hopes for a resolution. They agreed that I belonged on the discounted rate and moved me to it, but not after taking long enough to respond that a second payment was taken. After discussion, somehow, Angel in the team believes that (as they claim this is what they train their staff to do) I must have been offered the discounted rate and merely ignored it and chose to pay a higher price? This is absurd.. there are no advantages to the higher rate and my degree begun well before I signed up. In conclusion, they have refused to refund the additional amount, unless I somehow obtain written documentation of the discussion I had with the representative in the gym - which is clearly unlikely to happen, given the discussion was months ago.

I wouldn’t recommend anyone to join this gym. I’ve been a member in two gyms and it goes from ok to bad experience. Old street gym was ok, then I joined Faringdon . They have increased the monthly fee. I thought if you’re a loyal member, it should be the opposite, but not with Gymbox. They have also introduced the freeze fee. I’ve changed my workplace and got a knee injury. They’re refusing to terminate the contract and threaten with collection agency. It’s better to have one time sessions for the same fee or less. Gym was very crowded at the lunch time, no classes of my interest during the weekend or late evening. Broken sauna . Now arguing with their customer service