Oxygen at The O2 — Attraction in London

I had pre-booked an hour-long jumping session for my daughter and her friend. I purchased a new pair of Oxygen socks for my daughter, while her friend brought along her existing pair of Oxygen-branded socks. After signing the waivers, the girls began their session without issue.

However, 30 minutes into their jump, a member of staff abruptly informed them that they could no longer continue as one of the girls was not wearing the “correct” socks. This came as a complete surprise since the socks in question were indeed Oxygen-branded. I asked to speak to the manager, Nicolas, who informed me that your terms had recently changed, and the socks needed to be the newer coloured version. He insisted that due to this update, we had to purchase another pair.

I explained that I had read the terms and conditions, which clearly stated that Oxygen socks must be worn for health and safety reasons — which they were. Nowhere was it mentioned that only the most current branded version would be accepted nor does it state this in your terms or policy. This feels misleading and appears to be an unjustified way to extract additional money from customers.

Furthermore, I found Nicolas’s behaviour extremely unprofessional and condescending. I had to ask him twice to lower his voice, and at one point, he even laughed when I requested to see the updated terms — which, notably, he never provided. His attitude was not only dismissive but deeply embarrassing, especially in front of other customers.

I’d also like to highlight that several other children were wearing socks of different styles and were not asked to leave, which raises concerns about consistency and fairness in how your rules are enforced.

This experience ruined our entire afternoon. I will not be returning to this venue, and I am incredibly disappointed with how the situation was handled. The conduct of your staff — especially the manager — fell far below professional standards and has left a very poor impression of your organisation.

I hope this feedback is taken seriously and that appropriate steps are taken to address the issues raised. I have also emailed your head office as I want this thoroughly investigated. Judging from the other reviews I know that I’m not the first person who has been treated like this by management and as an organisation you have a duty of care to your members and visitors to make sure that knowone else has to deal with this type of behaviour when questioning the terms...

I came here to leave a review of the absolutely absurd decision from ‘head office’ to enforce the arbitrary use of your so-called ‘OHS-approved oxygen gym socks.’ Judging by the other scathing reviews, it seems I’m not alone. Fantastic.

Let’s get one thing straight: I have grip socks. My child is a toddler. This entire policy is a thinly veiled cost-transferring measure disguised as an OHS necessity, and anyone with half a brain can see right through it. Blaming the barely-invested 18-21-year-old staff is pointless—they’re just doing their short-term stint and couldn’t care less about the company, and frankly, who can blame them?

The real fault lies with management. The bumbling, incoherent explanation I received when I raised my concerns was laughable.

It’s not about the cost of these ridiculous socks, it’s about the principle. Not to mention, these socks are hilariously ill-fitting—too massive for a two-year-old and laughably small for an adult.

You handed me socks that clearly wouldn’t fit myself or my child, I flagged this before use on the trampolines, and your response was a dismissive ‘no exchange on socks.’ Normally, that policy might make sense, but in this context, it’s just another example of your utter incompetence.

The smallest socks do not even fit toddlers, which was visible and discussed amount other parents during my visit a few weeks ago, so your logic doesn’t meet your own “standard” anyway.

Lastly, you make the above obligation after the ticket is purchased (online). It is not mandatory during purchase, nor does it state during the customer journey I must have oxygen specific (or new oxygen) grip socks. What this therefore does is not give me the option to exit (not proceed) the experience - should I choose not to based on this new money making tactic.

Well done, Oxygen. You’ve really outdone yourselves in showcasing your stupidity and disregard for your customers.

What I would do is, for those who face similar scenarios with the socks, raise a chargeback with your bank. Firstly, complain in writing to oxygen, awaiting their written confirmation that they won’t offer a refund (either for the entirety of your cost, or the socks). Take photos of the online journey upon raising the complaint. Upon receipt of their response, then raise a chargeback with your bank. You will get your money back and the company will be charged (in...

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