Frustrating experience with unhelpful staff and access issues
I recently signed up for PureGym’s premium membership online, expecting full access to my local gym (Sturry Road, Canterbury). But when I arrived, I was denied entry. A cleaner kindly let me in to speak to a staff member, Shannon, who was dismissive and uninterested in helping. She acted like I was a problem rather than a paying customer and just told me to come back another day.
To make matters worse, when I finished my workout, I couldn’t even leave the gym properly because I didn’t have a QR code. When I asked for help again, Shannon was rude and made me feel like I shouldn’t be there, even though I had paid.
I’ve since tried to contact PureGym and the local manager, but all I’m getting is redirected to emails or social media — which I don’t use. Both times I’ve emailed, I received automated replies about gym classes, which has nothing to do with my issue. I still can’t access the gym I’ve paid for and no one is offering real help.
I’m extremely disappointed. This isn’t what I paid for, and the customer service has been completely lacking. I just want to use the membership I paid for — it shouldn’t be this hard.