The Factory Fitness and Dance Centre

Could be good but the customer service just isnt there. I signed with the factory after they had a special offer for their most basic membership which includes use of the gym and their fitness classes. For over a year now, Ive been trying to find out wether or not I could have a customised membership, upgraded to include the yoga and/ or dance classes & stretch classes and, if so, how much this would cost. Ive asked the staff in person, I phoned and I wrote emails. Every time Ive been told that theyll get back to me because they dont know, or that I should call the other number ? (It seems as though they source the phone lines out to another company which isnt a problem in itself its just annoying that no one knows whats going on). I never got a response and at this point Im just really annoyed and demotivated. Yoga or dance classes cant be bought because it says pricing is unavailable on the app but then how else am Im supposed to join them? On a positive note, the instructors are good but I will definitely look for somewhere else to join as soon as my contract runs out.
Mar 1st, 2023

Agree with other reviews regarding the poor state of some of the equipment such as ripped up benches, the outdated mobile application, the general cleanliness of the gym and the attitude of the owner/management towards customers which is reflected in some hostile responses to any critical reviews on here. You'll notice that a lot of the 5* reviews were submitted several years ago and if you have any valid criticism of the gym (again as seen in on non 5* reviews here) it will be shot down in a petulant and agressive manner not befitting of the community focused image that the gym tries to portray. Ultimately it's a good gym until you have to flag an issue to management and then you'll be met with poor customer service and a lack of empathy. The instructors such as Terence and Angie are lovely though and a credit to the gym.
Feb 15th, 2023

Sep 2nd, 2022

Fantastic place to train with a great community of polers!
Aug 19th, 2022

The Factory seems great on paper, but I regret signing up and wish Id 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 dont think there is enough equipment for the amount of users e.g. theres 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 its a small gym so wont have as much equipment as bigger gyms, but this should be reflected in the number of members they allow to sign up. Also when its 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 hasnt 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 wasnt 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 cant help but think they are taking advantage of this situation. I think if I hadnt 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 petty reaction.
Feb 5th, 2023