Be Well Leisure Centre - London

M

Like many others here, I’m leaving a 1-star review. My membership cancellation was mishandled, and my personal information was not managed responsibly. I’ve been assured by four different staff members that my refund is being processed—yet nearly 10 months later, I’m still waiting.

Despite numerous emails, I’ve had to continually chase Ali (apparently a manager) just to get a response. Customer service has been appalling throughout—poor communication, unhelpful staff, and what appears to be a serious disregard for GDPR obligations.

Unfortunately, these issues aren’t limited to the admin side. During my membership, staffing levels and overall cleanliness were consistently below acceptable standards.

I’ve now visited the facility about 10 times to follow up in person. Each time, I’m told that no managers are available or that I can only speak to duty managers who have no authority to resolve the issue. On the rare occasion I do speak to management, I am left waiting for longer than promised and then sent away with a weak statement, that it is “being handled”... As I write this, I’ve been on hold for 45 minutes trying to speak with someone—anyone—who might actually help.

I’m sharing this here in the hope that it finally prompts some action.

James L.

Going to try to give an honest review for those people who are wondering whether to try out this gym, as I was a few years ago.

I think some of the complaints are a little harsh. The gym equipment is old but mostly it works. There have been times over the past year or so where it has taken months to get things repaired (especially the one smith machine they have), but generally things are fixed fairly quickly.

The gym is a really good size and they recently installed a huge new frame which offers 4 racks - giving it a total of 6 squat racks. There are also plenty of treadmills and cardio machines.

However, the lack of updates in equipment is really disappointing. BeWell promised to spruce up the gym but all they did it put their tacky logos everywhere. I saw that the women's gym got a new set of plates and dumbbells, but the main gym is extremely lacking. There is only ONE pair of 1.25kg plates - forget about progressive overload! There is only one pair of 10kg dumbbells. Like, come on, how much would it cost them to just buy a few more? Unforgivable.

Generally, the gym isn't too busy during peak times for working people - pre 9am on weekdays. That being said, when it gets to 9am or 10am on weekends, it's often very crowded with big groups of men who use several machines at a time. I tried to go earlier to avoid them, and was mostly fine. I haven't been after work but imagine it gets quite busy.

I have decided to try a different gym in the area. BeWell are very disappointing with very poor customer service and extremely slow response times. I hope that another gym chain comes to Mile End soon to offer a better service for residents.

Samiha C.

If I could give 0 stars I would, I have been a member at Whitechapel BE well for well over a year, however loyal customers obviously does not mean anything in this day and age. I had an arrear due to an error in which the company did not take my direct debit even though there was money to be taken. I have been told it has something to do with Revolut? though this was their fault there was no apology and the young black girl was extremely rude as though it was my fault. She refused to allow me into the gym, I even said I would pay at the end of my session. She then proceeded to ignore me and continue chatting with her colleague whilst I waited to pay the arrears - good customer service goes a long way, please check who you are hiring

Segun L.

I do not recommend this gym whatsoever. They consistently do not supply cleansing spray for the machines, which is extremely unhygienic. Last time I went I politely requested some spray. 20 minutes later, I requested again. When I left the gym 20 minutes later, they still hadn’t replenished the spray. And there were two staff on the desk all the time, so it wasn’t for lack of capacity. Shockingly bad service. As for the appalling app, well let’s not go there!

Lana K.

No one ever answers the phones! I cant get through to even check if swim lessons are on, so I can plan my day!!! Held on for 1.5hours and someone eventually answered just to tell me that the lines had only been open for 20mins!!! I asked why I was placed on hold and not just asked to call back? "I don't know!" I ask if they can resolve the issue, so others don't have to go through the same thing, "I don't know!" This is just a basic and they can't get that right! 🙄

T A.

Today 3 of my children attended their 1st swimming lesson at the leisure centre after swimming elsewhere. The swimming facilities were great. The pool, changing rooms and showers were clean. No fowl smells. I found the staff to be helpful and imformative. Swimming instructors Hanna and Shadi we're absolutely amazing - well experienced, professional and enthusiastic. I was very impressed with Shadi's teaching skills with regards to my child who has autism. My children were happy and are excited about their next lesson. I would highly recommend the swimming facilities at this leisure centre.

Pooja S.

What a pain these people are!!! Save yourself if you are still exploring, I would go one step further and say simply ignore be-well.

Earlier it was managed by BETTER and I was a regular and then when they moved to BEWELL, I was stopped every single time for two weeks being questioned about my account that they couldn’t see on their website coz it hadn’t been transferred from BETTER, so what do I do about it? They were supposed to resolve but they kept taking my details and never did anything and so I stopped going there altogether.
This summer started to play badminton so I thought I’d give another go, but one month in and they charged me for the past 10 months I wasn’t going? Now begins the day after day me going to the centre trying to reach out to the people at reception and manager and they said they couldn’t do anything!! I should email them, well, that was the first thing i did but no one ever responded and finally after some nagging and atleast after 2 months I got my refund.

Well that’s not it, next I booked swim sessions for the next week and realised i couldn’t make it, so when i looked at their website there is no way to cancel, okay, so I called them, after waiting for more than 50 mins to reach someone I decided to walk! I went to the centre to ask them to cancel and the guy at the reception said he can’t do it, a manager would be able to do it, I should come in the morning(ofcourse i have no other thing to do!) so what’s the point of coming to the centre? And when i tried to ask questions the guy started raising his voice… like woahh… I can’t deal with that! So anyway I left with the solution to come next day and meet the manager or call and cancel!

Next time when I finally was able to connect this person just plainly said it can’t be cancelled and they can’t refund!

Bottom line, I guess I have some patience!! And not only their systems are broken, the people working there have no clear idea of resolving any issues and they themselves are annoyed.

I can go on some more but i guess this gives an idea…
So avoid this place if you can!

Dipa B.

AVOID! AVOID! AVOID! so dirty and disgusting! Everytime I go gym i fall ill.I cancelled my membership 3 months ago and funnily enough no illness. I still have been getting charged for membership for past 2 months.Customer service are little uneducated little brats who dont have a clue but all say to email. Iv sent 7 emails and no refund or reply.Dirty thieves