Review Time
The mobile app should be shown is schools as an example of how not to make an app for your customers. It's slow, buggy and the latest thing... They've removed the "day" from the "My Bookings" now it only tells you the date of your booking. So you have to then go and look it up on a calender to see what day of the week it is like a human. The person incharge of your app has zero experience of going to a gym regularly or coding an application.
Ia??m partially sighted, so really struggle to read info on mobile. Luckily I was able to speak to Jackson an excellent young man in customer services who resolved my problems politely and efficiently. The email has Belfast in title, but thata??s as much as I know about location
Dear Kensington/ Mr. BundeyGLL have failed to 1) remove a penalty incorrectly applied to my account and therefore restore my ability to book. 2) compliance with health and safety duties 1) I showed my email to reception on arrival and was let through the barriers. Therefore bear no responsibility for KLC staff failing to log my presence. I called customer services who tried calling KLC to get my booking rights restored but calls are not being answered. I and customer services have also emailed KLC about the matter without success at the time of writing.This is unfair to me as a member where these are the only mechanisms where an error, not of my making, can be corrected and member rights restored. If the protocol is that, for members without the app, reception log attendance, then that is what they should do.If they fail to do this and instead incorrectly issue a penalty blocking member rights there must be an effective efficient procedure in place that gets those rights restored as soon as possible.If the protocol is that when the issue is reported to customer services they have to call/email the centre to correct the error then calls/emails have to be answered.When the centre systematically fails to do so and therefore members continue to be unable to book sessions, and GLL management is aware of the issue, GLL are knowingly depriving members of services they have paid for. This is to members detriment, and GLL's benefit. There is therefore is no incentive to for GLL to change poor practice that prejudices members interests.GLL's business model should not be built on the deprivation of services members are actually entitled to.2) GLL/KLC needs to take repairs seriously particularly those that pose a threat to health and safety. There are only 4 showers to serve hundreds of women and children in the women's changing area and shower room at KLC. Yet, one of them - disabled/mother & baby shower - is not fit for purpose and constitutes a health and safety hazard: the head is breaking off, has rough edges and doesn't function. This has not just happened. Obviously this situation is not only very unsafe but puts pressure on users of the remaining 3 showers in the women's changing and shower room.It is disgraceful that neither members accessing services they have paid for, or, the health, safety and welfare of North Kensington women and children seem not to matter to GLL/KLC. GLL has a duty to attend to both matters immediately. Please do so to avoid being reported.Having called and emailed you the fact that I still have to post this speaks volumes.
The gym is very good and well equipped but the changing rooms and especially the showers aren't great. I understand the need for push taps but the period between pushes is ridiculously short meaning you basically have to shower with one hand holding the tap in and the water pressure isn't great either
The fitness classes are great but it's really hard to take part because they fill up instantly. So far I've only managed to book one class in a week. The membership price is excellent but I'm wondering if its worth it at all when places are so sought after.
The day before the last time I got extremely lost, the girl who was at the entrance on Saturday morning was extremely rude. I told her it was my first time at the gym and asked if I needed to check in to validate my attendance. She told me I had to check in at the gym itself. However, when I arrived at the gym, they told me I was supposed to check in at the entrance.Because of the confusion, I rushed through my workout and went back to speak with the girl at the entrance. She was rude again, told me to check in using the machine, said a??Bye,a? and just waved me toward the gate. It was extremely rude.
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