Virgin Active

Having reviewed the local gym's on the Northern Beaches, i had agreed to sign up because of the sauna and plunge pool.....this is the most simple reason i joined. Whilst the fee is right up there, i thought to myself that its justified due to spending it on my health. Rarely am i happy with the sauna. Whilst its gone through a recent renovation of… Read more

the sauna itself, the management of it is terrible. Temperature is not ideal. I want a "hot" sauna and if its too hot for you, then as they say, get out of the kitchen. I don't need you to monitor it every 3 minutes. Seldomly it reaches its advertised 85-90 degrees and if gets up there a little, you see staff running into the control room. So then why are you upset if i pour water to get the temperature up....am i not paying for the service, which is what sauna is..."hot room". Come on, stop being so un-Australian and hiding behind "your own made up rules". Give me what i'm paying for.

Specially northern beaches gym sauna temperatures too low . They advertise 85-90 degrees but always below . We have made this clear to staff but never seem to comply with the conditions of their own sauna. Becoming very frustrated

Outstanding gym – Outstanding Brilliant management here !! Lovely staff, multiple & varied classes All day, excellent gym floor, fantastic GRID room, enormous change rooms, easy to use lockers, lots of showers well stocked with a variety of skin & hair products: lots of Dysons for hair, plus an in-house café (& Very good ☕️)

VA flight error – our flight to sydney was delayed by a number of hours. We were given a food voucher by Kerry and booked onto the next flight. Communication on what was happening could have been better, but still good overall considering

Expensive but good – I go to the collins street virgin active in Melbourne. Very nice facilities, is a bit expensive at $45 per week but you get what you pay for. Anyone interested in personal training should speak to David, he is happy to do cash in hand for the training or he will invite you to his personal studio in st kilda east at a big discount to what virgin charge. Show details

Terrible Customer Service – you would expect a great customer service for such an expensive gym but NO. I got fungal on my toes because of dirty aqua centre plus they use rubbish locker and you have to wait 10 min each time so some random person comes and open it for you with no apology . they just want your money

Bad experience - reviews and ratings speak for themselves – Terrible customer service (not reception - specifically management) and unkept facilities. Do yourself a favour sack the childish Brittany Taylor as she lacks professionalism and has no clue about operations nor safety.

Dissapointing – Freeze membership costs $15 a week. Should be like $5 or have a certain amount free because everyone has leave and time off each year. Classes have got less and less - barely ever any around 8am - super disappointing Plus price has increased more and more

Bad service no standard – Virgin Zetland. I have been a member here for many years. I saw many employees doing a good job.but they not work for long. A lot of staff very rude and bad stay longer. They act like a mafia gang getting worse everyday some try to interrupt my work out in common areas but the gym still let them work and do this with customers even we try to… Read more

complain many times.Virgin good brand and have a class. when I knew about them in my original country. But my experience here opposite no standard recruitment people for work with. I’m very disappointed and looking for cancel memberships when we finished contract. The gym not sincere to resolve the problems. PS. I never talk or disturb staff doing work. Just ask for the towel I paid every time. They act like the big thing to give to customers if they not happy with them job why just leave the job. and too many PT walk around the gym like Mafia when complaints give the reason they have to go get customers. That’s not make sense. They give this reason even that PT tried bully customers. Reception gossip customer. Laughs very loudly at the counter even them tell them not mean to but that’s suitation shouldn’t happen at that area. and the bad things. I saw some staff around my home few times. This story should go the police that’s creepy.

Higher prices, worse service – Three years ago membership rates were about half what they are now. There were also way more classes. The service offered has declined significantly, and at the same time price has shot up. No longer a good value, and no longer worth it. I'm switching gyms.

The worst – Honestly the worst. Sure the gym looks lovely and clean. But that’s it. The staff are useless and rude. Most clients can’t or want re-rack their weights to save their lives. The music is horrible, like it’s trash. They suck, steer clear and then run far away.

Disappointing – Signed up for a free three day trial and took me an endless number of emails to discuss the reasoning behind them telling me that I'd only be able to do three consecutive days and not three individual days. Haven't gotten a satisfactory answer and decided to join a gym that has given me a positive experience from the start and not displayed a solid lack of customer care and poor experience from the start. Im sure Richard is excited to hear Show details

Customer Feedback Process is Broken – I was a member at Virgin Northern Beaches. Despite following the customer feedback process to ask questions and ask for repairs - at no time had anyone got back to me proactively, no exaggeration , never . It’s been really disappointing . They ask for feedback but it’s competely pointless as no one ever follows up

Expensive gym, no customer service – The gym equipment is great. Unfortunately, the spaces themselves are very crowded, particularly at peak periods. Given the premium pricing of the gym, there are many better options out there unless you really want to use the pool. Be careful with the sign-up conditions - Virgin falsely advertise 'spacious gym floors' and minimal 'little wait… Read more

times' for training equipment - simply not true. If you go between 5-8pm most evenings you will need to adjust your workout to fit in with others and will be forced to wait for equipment if you don't. Also be aware that Pitt street is currently undergoing renovations - another fact they leave out of the sales pitch!

Their relationship consultants are more like real-estate agents. They ask how your experience is, and then when you provide anything negative they smile, apologise and say that the issue is under consideration and remind you that any decision to cancel or change your membership will cost you money. Ironically still worth it to cancel and join up to a number of other gyms that offer similar memberships for half the price. But then, the owner is worth only USD$3.0bn - am sure he needs that cancellation fee.

deplorable customer service – deplorable customer service, I am shocked at how disgustingly this sports club chain treats its customers. Not only do they lie, but they will do anything to prevent you from canceling your membership, it's pathetic. I would not recommend anyone to have a membership, in general I wonder how this chain is still in business. If you come across a… Read more

member of staff selling memberships over the phone, please be aware that Neil is a liar and misleads people, and when you try to contact him in any way you can, your colleagues cover for him so that you can't contact him

Protect your credit card from this company – I would recommend you use a secondary credit card so you can control when your money is taken. After countless phone calls to freeze then finally cancel memberships they still take out the fees. There are too many excuses as to why the membership wasn't cancelled once again even though they have an email from me. The only option I have is to… Read more

cancel my credit card and have a new one issued which is not ideal just so a company cancels your direct debit form.

How annoying is it when your yoga instructor is a pedant? – 1 minute late Class in first stretching pose Polite and flagged I was entering She indicated not to This "rule" depends on the instructor as I have seen peope entering a few minutes late before. So I'm very annoyed indeed . she should be more customer focused if nothing else

'Sign up discount' is a SCAM! Good luck getting your money back! Not worth your time – Just choose a different gym! Virgin Active is unethical and not worth the admin struggle! The offer: - Sign a friend up and you both get 8 weeks off. - I signed my partner up and we both had to follow up many times to receive this discount. - I have been enquiring for over two months to receive my discount. At the gym and through email. - I… Read more

was told I miss understood the sign up discount. - Then I showed the email & a virgin active app screen shot showing the sign up deal. - They agreed it should be applied. - But, they only applied the discount for four weeks instead of the eight weeks.

I have patiently and politely followed up on email 5 times over two months. I have been told they will refund me or apply the discount. No action has been taken.

Be warry of virgin active!!!! Once they decide to direct debit your account - consider your money gone.

Freeze Membership – I'm a little concerned about the way this large establishment conduct their "Freeze Membership" customer option. I provided the dates I was away, and obviously had to have my dates line up with their billing schedule. However, upon return, Virgin have frozen my membership, twice without my knowledge and each time I have entered the gym, have… Read more

pulled me aside to clarify this, however it was frozen without my knowledge and now, this week, I can't enter without paying the full amount of 2 weeks, that they missed out on, because of their own fault. The money has always been available, they just froze the membership in error, without my knowledge and now I'm at fault. Come on now, this error should fall at the feet of this organisation.

Disappointing customer service – Very disappointed by their customer service, they state we can freeze membership for two weeks however beware - your holidays have to line up with their payment dates. Not flexible so that they can gain from it.

Worst customer service – No concept of timely replies with poor excuses . The tome was arrogant and narcissistic , varying between highly aggressive and then passive aggressive. Ummm looks shocking Too many somethings and partying going on there . Stay well clear

Disappointing – I have been going to this gym for over 8 years and have been quite happy with this place. I have left Virgin Active as they have cancelled all Zumba classes and a few other classes as well. We used to have 11 Zumba classes before Covid, then after it was down to 4, us thinking it will build up again. Obviously, it doesn’t mean anything to… Read more

management that we had up to 40 people per class. Quite a few gyms in the area are offering Zumba classes, so there is no problem finding another place. Just sad after so many years, being a great place to exercise that it has come to this. They want to focus on Pilates reformer (not much else), putting heaps of beds in the main studio with 1 person supervising everybody. Good luck with that, one can get hurt using it incorrectly. Lately it also has been quite hot in the gym and the studios. I guess they don’t want to spend money on aircon. Sorry, to leave, but I have no choice. Would not recommend this gym at this stage, compared to other gyms it is not cheap and lacks variety.

Dodgy fees and unfair policies – Joined Virgin Pitt St for the gym + sauna in the city. They chose to shut it down without notice indefinitely. When I froze my account they continued charging me fees. They call me at 6AM to ‘get in touch’ but ignore all my return emails. Now they would like to take me to debt collection. Don’t get into any relationship with this company

Very poor facilities maintenance at Frenchs Forest – The Frenchs Forest club has continually failed to maintain an acceptable level of availability for the main pool, sauna, spa and plunge pool. Outages in the wet area have lasted for weeks at a time, and are much too frequent. Other facilities like swimsuit dryers in change rooms have been out of service for months at a time. Showers have little… Read more

water pressure and there seems to be no regular cleaning of shower cubicles.

For the price we pay as members, we should be entitled to much better service than is being delivered by the management.

Staff, as you would expect from a Virgin company are very pleasant. It is their management, particularly maintenance, that lets the whole experience down.

No value for money – Very under resourced gym at St Leonards. Few classes, few machines and $51 weekly. They need more gym/weight equipment for the price they charge. Cardio machines get busy so you can't use them.

False employment opportunity – I emailed asking if they needed a swim instructor on Sunday. They told me they did and they invited me to come in. No lesson plans available and no breakdown of levels except on website. Was told to come in for a interview during the week. I wasn’t told to apply. They didn’t ask for my resume or qualifications. Did the interview and was told at… Read more

the end of the day that I got the job. I came back on Sunday and took a few lessons. I was then told the teacher ( who was also the interviewer) would do a hand over the next Sunday. I was also asked to come in during the week just to do some additional training. I came in on a Wednesday and they thought i had turned up for a baby class because I had my child with me. I told them I’m going to be working there. I was then told it was an induction. Then I was told no I would be in the water watching pre schoolers . Manager said I would be paid for additional training. I arranged to come in Friday but when I turned up they made a decision yesterday not to have Sunday available anymore as a teacher had decided to come back. They were meant to call me at 830 this morning but I turned up at front desk at 930 and told face to face. Wasted a trip . No paperwork ever existed. They always said they needed to be followed up. Definitely stick to council run swim schools. This place just focus on sales and gym membership.