Virgin Active Canary Riverside

The worst customer service ever it's impossible to get a straight answer of any member of stuff they always promise to call back and never do. Classes are over crowded during the weekdays and gym space is small. The only good thing about the club is the spa area.

Has not been refurbished in years despite promises. Management of the facilities is spotty, machines are recently more and more out of order. Used to provide jugs of water regularly, now it's on and off (often the plastic tumblers are simply missing) and there's no fruit infused water anymore. Cleanliness is also so-so - there are dust bunnies all over the corners of the weight training room and the box with equipment stinks so much that I've given up opening it, much less using the equipment. It's quite a small area, too. Sometimes personal trainers hog the floor space. The changing rooms and showers are old, hangers missing, hairs on the floor. Management/staff can be awful and /or clueless although that's understandable considering the big staff turnover. Good location, people seem to like the classes and it's fairly quiet in the afternoons is why I am still coming. The sauna in the women's changing area is good too. The pool is lovely and the view (it's what you're paying for!) is great. The hygiene rating of the cafe on the premises is something like a 2 out of 5, which is embarrassing. Unfortunately this club is just not up to par with other clubs for that price. Now that pure gym has opened at Limehouse and West india quay, the value proposition of this club is becoming less attractive.

It has been 3 months I am membership of Virgin active canary riverside. When I was attending I told them that my supervisor has referred me to this club and asked if they do something refer a friend complementary. I did not force the lady to do, I just asked if they have any complementary stuff when someone referring friend. The lady said of course they do have and asked me to provide my friends name and Virgin active brunch name by email. I have sent the details immediately, however I did not get any response. Afterwards I have sent another Email and did not get any response. When I went to gym I have asked for the lady who checked me in and a guy came (probably the manager) instead of her and said they are aware of the situation and probably the company will give one month complementary to who referred me, but they did not do any action of that. It has been three months and I am really disappointed of the customer service. Still sending emails and no one is caring about me. The woman who referred me she is my manager at work, and the problem is that she will think I did not even give her name to Virgin Active. This situation is really bad! I was always told that Virgin Active is the best place to choose for gym but being best is not enough, a company's customer service department makes a significant impact on the success of the business!

I have been a member for ages and I really like this gym compared to Third Space which can be a little too big and less of a "Health Club". I do go to the gym to work out but sometimes will take my laptop and work from the lounge. Staff are loyal and friendly to clients. PT sessions are very expensive but you do not need it if you go to classes. The machines are very high tech and follow you on a program which is all tracked in an app. Keep up the customer services (New staff need to be trained) but I am happy. I really enjoy going to this gym!

I came here to speak to someone regarding joining up to this virgin gym. I am already a member of one in Essex however starting a new job in London I felt this one would be more accessible and convenient for me. Whilst waiting to speak to someone, there was a young lady on the front desk using her mobile phone and as I asked her for assistance she asked me to "just wait". Taken aback, I stood and waited. As I waited a male came over who I'm assuming was the manager. I thought he had witnessed what had just happened and was going to discipline her. However I was clearly wrong. They started to have a conversation between themselves, whilst I was still invisible, and they were berating staff members. They were also speaking about one of there members in a derogatory manner. I feel if someone is larger and they are going to the gym I feel they should be praised not mocked. I felt this was so unprofessional. I've reconsidered going here now. I feel as a representation of the company they should make the gym feel somewhere everyone is welcome and not just for 'naturally gifted' people. I don't fancy being ridiculed and mocked. Not for me and not for anybody above 10stone clearly.

This is just not the same level as City branches - appalling, I don't understand how the Virgin brand can claim they are on par? No grid classes, wonky mirrors in tiny free weights area, old changing rooms. Pay just because of the location! If they took the pool away they would have the same level free weights area as £20 per month PureGym! A real shame as if this was anything like Tower Bridge in terms of Grid classes, let alone like Cannon Street or Aldersgate, which are in the same category (how?!). I used to be a member of the Tower Bridge and then Singapore, each was significantly cheaper than this joke of a branch and far far better. What a waste.

Today Tuesday 9th of May I was totally disappointed about Canary Wharf branch. Been a member for number of years and worked for company in the past.

As usually myself and my partner and roughly about 50 people were outside at 5:50AM in the morning and been told by the cleaners that someone has locked themselves out. We understand this happens, however I did not expect Virgin staff not to have spare key for an emergency. We've been left behind for at least 30 minutes with no explanations and then someone appears and said it will be another 20minutes at least.

Considering everyone was angry and out of their morning regime I must say this is most negative experience I had with Virgin Active. People pay premium price's for the reason. Colleagues of mine been with Third Space for a while and been trying to persuade us to join it, now it seems I have no other reasons. My morning/day is completely out of schedule .

Lack of professionalism and organization.

Lovely setting. Good facilities. Very good personal trainers

Great spa facilities and great pool. Gym is not to a top standard compared to other Virgin Collection clubs. There is some unecessary machines on the strength floor, and missing other vital ones. Even Bank has more interesting equipment even though it is a smaller space...