Virgin Active

Reviews

• IP

  Isotta Perotti

  1 day ago
  2.0
  The 2 stars are for the facilities, as the service is extremely poor. Without going into details, I am having serious issues with PT sessions, caused by Virgin Active, which require the intervention of either the club manager or the product manager. After 2 weeks of me calling, sending emails and going to the club, neither the Wimbledon manager nor the PT manager have been in touch
• CB

  Christopher Bonnett

  Jun 16, 2026
  1.0
  The customer service experience has been disappointing and needs significant improvement. You pay a premium price but you get bad customer service. Buyer Beware !
• JB

  J B

  Jun 7, 2026
  1.0
  After five months as a member, I tried to get what they promised me when I signed up—a cold shower after the dry and wet sauna, not the hot shower they have now. They didn't provide it, so I left and canceled my membership. Looking for another gym, I found one that was much cheaper with better hour-long classes, plus karate and martial arts classes, interactive classes, and access to five different centers included in the price. The classes there are also tougher and more demanding, just the way I like them, with HIIT, boot camp, and other workouts. This Virgin Active gym doesn't deserve my time, and I absolutely do not recommend it. I'm only giving it half a star out of five. Furthermore, it's a center for posh people who have no idea about sports or respect for other nationalities and expect foreigners to kiss their feet when they walk by.
• NB

  Natalie Roop Bonnett

  May 9, 2026
  1.0
  I wrote my original review 2+ years ago with TLDR of "great local management, awful customer service from the VA HQ". Well, sadly VA managed to drag the local team down to the level of customer service that the HQ provides. They replaced senior management with people who are so incredible unskilled/inept, it is almost comical. Not only is the new manager, Sophie, bad at actually running the club, she (and her righthand man Spike) are also incapable (or unwilling) to provide even a semblance of customer service when they mess things up. Sharing feedback with Sophie was like talking to a wall and actually left me even more angry than before. Her response to each of the issues I brought up was "well, we have 2800 happy members", "this is how it is in T&Cs" and "don't think about what we did wrong, think of all the times you were happy before". She also lied about what actually happened - rather than taking responsibility and fixing problems. I have zero confidence that she can resolve any kind of issue - or maybe she doesn't want to and she's counting that not all of her 2800 members will leave. So it used to be that club management was professional, friendly and skilled problem-solvers. Now both the club management is incapable AND there is no way to escalate anything - Sophie made it very clear that she is the ultimate instance and there is no one else who would want to hear about members' experiences. Such a shame. ORIGINAL REVIEW: While everyone who works at the club is absolutely fantastic (the manager Elsa is brilliant and highly effective, the trainers are knowledgeable and friendly), the customer service of VA HQ is atrocious. They keep taking away whatever little autonomy the management has at the gym - not only does the HQ decide the class schedule, but now it's actually impossible to call the gym directly, all calls go to the central VA number where you are invited to wait on hold for 30 minutes. The gym would be a much better place if the location manager was given more power to decide how to run it, what classes to offer on what schedule, etc. I had 3 concerns over the past year that were beyond the scope of the physical club - 2 of them had to do with the botched rollout of the new app and the bugs associated with it - and the customer service just kept ignoring my emails or telling me that I'm lying. The gym should be a positive for mental health, not a negative. The awful customer service from the HQ is almost hard to believe. They prefer to see four members in one household cancel rather than solve a problem with their app/system. Virgin Active, when your customers tell you something, do believe them!
• VR

  Valentina De La Rossa

  Apr 29, 2026
  1.0
  Only 1 star given for the friendliness of the staff and the PT knowledge. However, from a Senior/Management perspective Virgin Active are extremely poor and have mishandled several of my personal situations. Be careful with what you are sold in-branch vs. what is offered in contract - it will likely be wildly different. Communications, as they admit, have been incorrect (and different to spoken to what is in writing). There are wider education issues from senior team mean that mean staff misguide prospective members/existing members about offers. Their contracts are not in line with UK consumer legislation so I would proceed with caution.

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