Extremely difficult to cancel -No response from the Support
I joined my local PureGym in Bicester but didn’t like the atmosphere and decided to cancel my membership shortly after joining. Unfortunately, cancelling has been an absolute nightmare.
Despite PureGym claiming it’s “easy to cancel anytime,” the reality is completely different. Their website’s cancellation process is confusing and poorly designed, and I’ve spent a lot of time trying to find a clear way to stop my membership. Even after emailing their support team multiple times, I’ve received no response at all.
Meanwhile, PureGym continues to take money via direct debit every month, even though I’ve made every possible effort to cancel. The lack of customer support and transparency is extremely disappointing.
PureGym needs to simplify their cancellation process and actually respond to members’ emails. This experience has been frustrating, time-consuming, and completely avoidable if they had proper customer service in place.
Respuesta de PureGym UK
Hi Abdul - Thanks for taking the time to leave this review, we always appreciate and take on board member feedback. Members are able to cancel their memberships anytime or freeze their membership for up to 3 months (in a 12 month period), via the PureGym app or website, on the members area; as mentioned in our terms conditions, cancellations must be actioned 4 working days before the next payment is due: https://www.puregym.com/help-centre/freezing-or-ending/how-do-i-cancel-my-direct-debit-monthly-membership/. If you need any support with your membership, please reach out to our Member Services team at member.services@puregym.com or get in touch with us through our social media channels: @puregym on Facebook, or @puregymofficial on Instagram. They’re always ready to assist and ensure things run smoothly for you. Thanks, PureGym Thanks, PureGym
