The Gym Group
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Almost non-existent customer service and no empathy
I was charged a £15 late fee after missing one payment on time due to my father’s recent cancer diagnosis. Despite explaining the situation, I only received automated bot email responses shutting down my request and eventually after having emailed and called a couple of times, I finally received a very late and dismissive response from customer service (Sahra) with no compassion or flexibility. I have never missed a payment before. Policies are one thing, but good customer service means using discretion and empathy when people face real difficulties. Very disappointing and lacking in empathy. Be warned, it’s almost impossible to reach a human being if you have an issue to report.