Hussle  Avis 2 104

Réponse de Hussle

21 avr. 2026

Hello,

Thank you for your feedback. I am very sorry to hear how disappointing this has been for you and your employee, especially when you were hoping this benefit would be a positive part of your employee’s experience from the start.

To clarify, Hussle can only activate access for employees who appear on the eligibility list provided to us directly by IWG at the start of every month. We are unfortunately not able to add someone temporarily or make changes to that list unless we receive written confirmation to do so, as this is a contractual part of the partnership and affects how data is recorded and managed.

We have shared the relevant documentation with IWG, and also taken part in group training sessions to help support the rollout of the process and guidance to the appropriate teams. In situations like this, our support team can only pass on the information provided to us directly and work within the access data they are authorised by IWG to use.

I am sorry again that this led to such an unexpected experience for your new employee. We really appreciate you taking the time to share this feedback, and we’ll pass it on to IWG’s Operations team as well. It also sounds like some of their centres managers may need a reminder about the partnership and the applicable guidelines.

Best wishes,
Hussle

Réponse de Hussle

7 avr. 2026

Hi Matt,

Thank you for taking the time to share your feedback. I am really sorry to hear about your experience, I understand how inconvenient that must have been.

There are a few reasons why customers may experience issues accessing the app, such as incorrect login details, missing information on the account, or not using the latest version. If the app is not working, the Hussle pass can still be accessed online through our website (https://www.hussle.com/login), which can help in situations like this.

I have checked our support inbox and have not been able to find any emails from you. Our support details are available on our website, FAQs, T&Cs, and they are also included in the order confirmation email sent shortly after purchase. That email also contains the unique Hussle passcode and other useful information about the pass, which can be used to access the gym.

I can see that your pass was successfully redeemed at the venue on 10 March, so it does look like it was accessible at that point. That said, I completely appreciate that this does not take away from the frustration of the issue you experienced more recently.

I will ask our Customer Service team to reach out to you regarding your cancellation request. In the meantime, you can also contact them directly at info@hussle.com and they will be happy to help.

Best wishes,
Hussle

Réponse de Hussle

27 mars 2026

Hello Valerie,

Thank you for your review, and I’m genuinely sorry for the inconvenience this situation has caused.

I’ve looked into your case and can confirm that our support team responded the same day to confirm both your cancellation and refund. The refund has been processed correctly on our side, but depending on the bank, it can sometimes take up to 10 working days to appear in the account.

I’ve also asked the team to review your case again for peace of mind, if the refund has still not reached you by Monday, please email us at info@hussle.com and we’ll be happy to look into it further for you.

Best wishes,
Hussle

Réponse de Hussle

30 mars 2026

Hello Andrea,

Thank you for taking the time to share your feedback. I am wholeheartedly sorry to hear that your experience has left you feeling this way.

I can see that you have been in touch with our support team about the login issue, and our agents manually reset the password for you on two occasions, confirming that it worked for website access. At the time, they also explained that while the password was working online, the app issue would need to be raised with our tech team. You were also advised that the app is not mandatory to use the pass, as your account can still be accessed through your browser and the passcode was also included in the order confirmation email.

Following a further review by our tech team, it appears the app login problem may be related to missing information on your account, such as the phone number. They have confirmed that this can affect app access, even where website login works correctly. Kindly log on to the website and add your mobile number; if this is not possible, then please email our team and they will add it manually on your behalf.

In relation to special equipment access and class bookings, our monthly pass works differently from a direct gym membership as it includes access to multiple venues across the country, therefore, the services available can vary between venues. We try to be clear about this, and each venue profile sets out what is included, along with any guidelines, so customers can make an informed choice before purchasing. Our support team is also always available to answer questions before or after purchase.

That said, we are continuously working with our gym partners to improve the experience for Hussle customers. For example, we are already in contact with Fitness First to improve access to the special equipment where limitations currently apply.

Regarding Nuffield Health Covent Garden, I would like to mention that our check in system was not down. After reviewing the issue reported with our Gym Operations Team, I found out that the club itself was temporarily unavailable from 7 March to 16 March, and this was noted on the venue profile for customers to see. Venues may occasionally be marked as unavailable on the platform for reasons outside of our control, such as refurbishment works, private events, or maintenance. In this case, the team at the venue should have explained the situation more clearly to you rather than simply refusing access, and this will be raised directly with the management team at Nuffield.

I genuinely understand your disappointment, and I’m sorry your experience has not been as smooth as it should have been. I also appreciate you taking the time to share this feedback, and we will continue working to improve the areas you have raised.

Best wishes,
Hussle

Réponse de Hussle

30 mars 2026

Hello,

Thank you again for taking the time to share your experience, and I’m sorry for the disappointment this has caused.

Our monthly pass is not the same as a direct gym membership as it includes access to multiple venues across the country, so the activities and booking options can vary from venue to venue. After checking the Everyone Active profiles, I can confirm that pre booked classes are not currently included with the pass, and this is noted on the venue profiles alongside the other access information.

However, I do appreciate that this can be inconvenient. The good news is that our tech team is currently working on a pre booking integration with Everyone Active, which is due to be released soon. We’re hopeful this will make the process much smoother for customers.

We appreciate your feedback and are continuing to work on improvements to make the experience better.

Best wishes,
Hussle

Réponse de Hussle

27 mars 2026

Hello Lewis,

Thank you for your review, and I’m sorry to hear this has been a disappointing experience.

I’ve looked into this and can see that you have an active account that it was successfully accessed on 23 March 2026 at 16:04. I can also confirm that several password reset emails were sent, with the most recent one sent on 23 March 2026 at 15:51.

As the reset emails have been sent from our side, I’d recommend checking your Spam and Trash folders, and also making sure our email address has not been blocked or blacklisted by your email provider or company system.

I haven’t been able to find any direct contact from you about this issue in our support system, so if you need help in the future, please contact our team at info@hussle.com, they will be more than happy to help.

Best wishes,
Hussle