The Factory Fitness and Dance Centre — Attraction in London

The Factory seems great on paper, but I regret signing up and wish I’d just gone to somewhere like PureGym for a very similar cost, where I believe there would be more flexibility, better equipment and better customer service.

I joined because there was a great deal (~£35 per month for gym access, monthly PT session and unlimited classes) if you signed up for a year in advance, but I soon realised that it was a little too good to be true.

It is obvious that money is not reinvested into the gym. The equipment is outdated and there is not a good variety of machines, for example, there is only one leg machine. I understand this is a smaller gym, but one leg machine does seem a bit measly. Moreover, some of the machines are not in good condition, nor is some of the other equipment e.g. big, deep rips in benches. I don’t think there is enough equipment for the amount of users e.g. there’s only one set of dumbbells so at busy periods, you may not be able to get the weight you need. There are other forms of weights, e.g. kettle bells, but that may not be appropriate for the exercise you were planning to do. I understand it’s a small gym so won’t have as much equipment as bigger gyms, but this should be reflected in the number of members they allow to sign up. Also when it’s busy, it can feel cramped in the main gym area and I have often struggled to get a mat to complete my own routine, which suggests there are too many members.

Furthermore, the gym does not look or feel clean. For example, black dust/mould covers the windows and there is dirt on the machines. Moreover, there is a cup holder on a treadmill where the same brown dirt has been present for at least 3 weeks.

There are some great class instructors but the gym packs in too many people for the classes and space is tight. On some occasions, there hasn’t been enough equipment for those in the class to use. I would be especially annoyed if I had paid separately for these classes.

What most shocks me is that The Factory advertises itself a business which takes “a personal approach with every member, the ambition being to deliver a quality service in a relaxed, fun and enjoyable atmosphere” but I think this is incredibly misleading. I got stuck abroad as my Grandad contracted Covid-19 and had to be hospitalised and I had to stay and help care for him. As a result, I missed out on my monthly PT session and when I explained the situation to the gym (with proof) and asked for a session in lieu, they said this wasn’t possible. The lack of compassion, professionalism and care for their members was disappointing and frustrating. I joined as I wanted to support a local business and be part of a gym that was community-focused, with a genuine care for individual members, but this seems to be solely a marketing tool rather than something the gym cares about and delivers on.

I wish I could leave but unfortunately they already have my money until October as I paid for a year up front. I can’t help but think they are taking advantage of this situation. I think if I hadn’t had the issue with not being granted the PT session in lieu, I could have put some of the other issues to the back of my mind but I was truly shocked at how my individual situation was handled.

I do not feel valued as a member and wanted to warn others about the above issues before joining. The instructors are great, but the equipment is inadequate and the customer service team have little concern for their members’ personal circumstances. It is clear The Factory put profit over people as it does not reinvest money to improve the gym and therefore members’ experience and lacks any compassion for those who have been through traumatic experiences. I would advise others to look elsewhere and not be tempted by what seems like a good deal!

UPDATE: The owner emailed me the day after to inform me that my membership had been terminated with immediate effect - no discussion was offered. I provided constructive feedback and was punished for doing so. This is an unprofessional, extreme and...

I’ve heard the classes are good here but my membership only covered Gym Access so I have no comment on that part of the Gym.

The Gym itself is very basic but having read the comments previously before joining I was okay with the old poorly maintained equipment, I knew what to expect and I didn’t go for fancy equipment.

I was offered a a monthly PT session but when I had my session (with my lovely trainer may I add) I was then offered an additional PT weekly schedule which you had to pay for on top of my free monthly session. Which then made me feel like, if I was to do another monthly session with this PT would I then be encouraged again to pay for a full schedule? Regardless of this I was never contacted again to do my monthly PT session as I declined the offer of paying for additional weekly sessions… I’m not really sure what I had to do to get my monthly PT sessions again but I imagine I’d know more if I had paid for the weekly sessions.

The gym itself I found not very motivating, but the staff were always lovely so I have no complaints regarding customer service, except maybe that it was a little slow to get my access code when I joined, but it was a bank holiday so things are always slow during this time.

The reason why I left is because an old lady shouted at me for opening the windows one day, there’s not much ventilation and I get hot so I opened the windows… admittedly it was cold outside but the lady was nowhere near the windows that I opened, anyways, it put me off my session and I haven’t felt comfortable going back ever since… dramatic I know but I don’t expect to go to the gym to get shouted at by old ladies.

I’ve now joined the PureGym in Crouch End, a 20 mins walk away instead of 5 mins. It’s cheaper a lot more inspiring and the machines are so much better and I don’t get shouted at by old ladies (well not...

I would've given 5 stars because the tutors are all so lovely and knowledgeable who can accommodate all types of levels of strength and keep you encouraged to keep coming back. However I would say the management is really weird. I would say do not choose to come to this place if you have a spontaneous and flexible plans with travels or studies that need intense attention before exam season or hand ins. You need a place that allows flexibility for you to manage your subscription. I went to the reception to tell them I want to freeze my subscription before it was going to be renewed and they told me I have to email the address that was given to me and I did and I heard nothing for a whole week. Then I called them which is when I was told I have to do it online, why is the stalling? The person that responded my email said they can't freeze or cancel subscriptions unless you give in a 30 days notice before your next subscription. Because they stalled emailing me now I have to pay for May and then for June. The subscription isn't necessarily cheap (although worth the money if you're showing upto at least 8 classes a month) and I can't afford to pay for a whole month that I know I can't attend for. I think 30 day notice is kinda ridiculous as schedules can be spontaneous and you dont always know what's gonna happen in 30 days. BUT if there was someone at the reception who can actually manage subscriptions at least I could've cancelled for June even though I wasn't considering quitting at first. I just don't think having good tutors at a gym is a good enough reason to keep going with a company that doesn't value keeping clients on the long run and instead would rather get your money for the next month or two regardless of whether if you're getting the use out of your membership and building a steady and reliable work our schedule in...