Fusion Lifestyle Avis 729

First it’s easy to book a swim session on the app
The staff at Frome leisure centre are so nice really friendly so helpful having happy kind staff where ever you go that’s a big thing we are lucky to have that .
The pool is always clean I swim twice a week I would not want to go anywhere else

Exceptional instructors that inspire and deliver a great variety of classes, within the iconic Wycombe Rye Lido. Plus the Reception team welcome you warmly, Members are equally inclusive, so I felt part of a community from day 1! Booking on the App is straightforward too.

Well equipped gym. That is the only facility I use. Amy, the personal trainer, is excellent. As I am on the referral program she set up a gym program for me, which we will review soon. Friendly staff. Nice cafe.

So this cimpany until recently operated the swimming pool in my area including the swim school which we paid via direct debit.

They were sacked by the local authority for bad service, but in their last days had staffing issues meaning we didnt get lessons.

Month 1 - just lesson cancellations (after we paid).

Month 2 - just prior to end of month they sent us an email saying they couldn't staff the sessions we were paying for, offering us different slots. We immediately declined, saying to stop taking further payments and to refund any money due for unpaid lessons.

Start of month 2 and 3 they still debited us after which i blocked at bank (yes i should have done this straight away, but would have been too late for month 2 payment ti stop anyway).

They tried to gaslight me, but eventually got a manager who agreed (via rmail) they owed the money and to start the refund process. However when I chased up, his email now directs to a faceless "refunds" email address, with an automated response thay tells you they will deal with it when they feel like and not to chase them. Im presuming this manager is no longer employed by fusion but the company that took the centre over.

Basically, im out of pocket for a few hundred ££ that these scum stole and won't return despite me having written acknowledgement of the debt. Small claims here we come!

(In Halstead) They fixed the broken showers at last, and they're nice. But that attitude of reluctance to get it done is still there. August 2025, the main pool needs to be closed and cleaned up. Thick drifts of sludge under each set of steps aren't okay. "Ha-hah, the pool vacuum is broken!" Really? Time to get a new one and not reopen until it's done.

One star because the website is SO bad it is unreal.
I'm not one to leave reviews like this but trying to book a swim at Brockwell lido is the most painful online experience.

It's been like this for years - sort it out.

I have 2 children at the swim school.
3 emails with email sent below- and still no response!
Terrible customer service
Where else do you go when they are not even following their own complaints policy?

I am again writing to you with great frustration after zero acknowledgement of my initial complaint dated 21st June, and my follow up on the 25th June and most recent 2nd Aug. This goes against your own policy of responding to complaints on your own website:

My original enquiry centred on the lack of certificates for children passing their various swimming stages. This may seem a menial issue, but I am sure I don’t need to remind you what the significance of recognising achievements in children does for their development and self-esteem. It has now been three months without certificates and other parents have too also complained.

As a result of this email I want a response on the following:
Can I ask why there is such a delay and hold up in certificates and when you can expect them to be back in circulation?
Why my two emails have not been responded to? This is really, really poor customer service, going against your own website policies.

The swimming school teachers are excellent. There has been such an improvement in that team, the way they interact with the children and their ability to motivate the children to swim. It is such a shame the administration element is severely lacking - a simple response to my initial questions would have alleviated a massive amount of frustration.

I am sure if we started to reduce our direct debits as a result of the lack of a full service we are receiving you’d be very quick to notify us and expect an immediate rectification. Please understand this is our intention if we fail to receive a satisfactory response to this third attempt at communicating with you.

I like the classes. I guess the staff are as good as they can be within head office regulations.
But - I come to Fusion because I like the classes I go to/are offered. However, the booking system cannot cope with the numbers of people booking at 10 p.m. for classes in a week's time and it buffers and lots of people cannot get into the class. The class is classified as full, no wait list, so no notifications of a space. The changing rooms are always dirty, corners, behind doors, under seats; ventilation grills are full of dirt, dust, webs; floor grills are black; showers always have a problem; toilets out of action for weeks; steel supports are rusty and leak rust fluid onto floors which are not cleaned; many lockers cannot be locked; classes moved around with, seemingly, no consideration to regular monthly/annual subscribers, and more....

This company is an absolute scam. After they called me to cancel my pay as you go swimming session on 27 May I was told I would be refunded. I am still waiting for my refund. After me chasing them numerous times, emailing numerous people, giving them my bank details, being promised the refund was being raised…I still have not received the refund at all. I would urge everyone to avoid anything at all to do with this company as they are nothing more than thieves. This hasn’t just happened to me but also with friends I go swimming with. Avoid at all costs.

Hi, I'm so pleased I've been able to start a three month referral through my doctor and also for my husband to start his chair exercises with the hope it will help with his balance problem. Initially I was coming to use the gym which I have been doing but not as much as the swimming pool. It's really been helping me with both my physical and mental wellbeing. I fully intend to join after the three month referral ends. I'm also looking forward to trying pilates too. Any downside I guess is having to book sessions but I understand that's how it's needed to be done.

My husband and I cancelled our Fusion Gym memberships under the 14-day cooling-off period because the gym wasn’t right for us. The whole process was a nightmare — they made it extremely difficult, ran us around in circles, and gave no proper support.

After finally getting the cancellation confirmed, we were told we’d have to wait 6–8 weeks for our refunds. That’s completely unreasonable, especially when the right to cancel within 14 days is clearly stated in their terms and conditions.

If this refund isn’t sorted out ASAP, we’ll be going to Trading Standards. Fusion makes it unnecessarily hard to cancel and doesn’t honour their own policies.

I have been trying to cancel my membership for months, and I am extremely frustrated.

Had I known it would be this difficult to cancel, I would have never signed up in the first place. The ease of joining gave me the false impression that leaving would be just as simple. Instead, I have been left paying for a membership I haven’t used in months, which is both disappointing and unfair.

I attempted to cancel remotely via the Fusion app, but there is no cancellation option available. I also accessed your website, hoping to freeze my membership instead, but couldn’t find any option for that either. The freezing or cancellation option is not available in the app and not visible even in the main menu on the website — it is instead hidden all the way at the very bottom of the page. This lack of transparency feels intentionally obstructive and unfair to members.

I had been abroad and was unable to cancel my membership during that time. When I returned to the UK, I went to the Strode Street location and asked the staff to cancel my membership manually. They informed me that I still needed to complete the cancellation form via the website — and they were the ones who showed me exactly where the form was, buried at the bottom of the page.

I finally found and sent the cancellation form on their website and after sending the form, the note below apperaed on the screen: "Thank you for contacting us. Please take this as confirmation that your membership will be cancelled with one calendar months’ notice, therefore only one more full payment will be required after this date.
Reminder please do not cancel your direct debt as we will do this for you once you have paid your final month's notice."

Again, I was never told about one-month notice or it is not visible on their website (if there is, again it is well hidden intentionally ). As soon as I have completed the cancellation form, they say "do not cancel your direct debit because we will still continue to take your money"!!!!!

Of course I will cancel my direct debit order and will take legal action if necessary.

I am in Tunbridge Wells for a short period and have joined Fusion Tunbridge Wells having had hip replacement surgery 3 months ago. Each and every employee has made me feel very welcome and are professional and hard working. Vicky was great at induction as she had researched the appropriate exercises for me to build strength in my hip and patiently explained what I should be doing moving on. Everyone are cheerful, supportive and helpful. Paul does a great job running around clearing up. Many thanks team

The staff are all friendly,knowledgeable and helpful.The Gym/physios and the Vinyoga instructors are excellent.However, the building needs attention-lockers that dont open,car park marking fading,floors dusty, and air con in one studio not working.

It can take many, many months to repair broken gym equipment at the Kingsbridge Leisure centre.
The part of the air condition system in the gym has been broken for nearly two years.
Friendly staff

Wycombe Rye Lido

This place could be really nice but unfortunately the upkeep and lack of investment shows. I signed up primarily to use the pool but do use the gym as well. Gym equipment is dated and lacking, 3 of the 5 treadmills are out of service and aren't showing any signs of being fixed. Changing rooms are dirty, half of the lockers are broken, and in general in need of an update.
The area around the pool needs a refresh (and weeding), the children's pool is sat full of algae and out of use (I think it's been like this for years) which is a shame because it makes the main pool busier during hot weather.
The pool opening times are random and seem to always be changing, I usually just turn up and hope for the best. The pool is often also very dirty looking and cloudy.

It's a shame because this could be a really nice lido if a bit of investment was put into it. I'd even be happy to pay a bit more if a bit more care was taken of it. There is even a cafe space that looks permanently closed. I will keep up my membership because it's in a convenient location for me but don't feel like it's good value for money at the moment.

I paid £40 per month to use the Shepton Mallet lido. In theory this means you don’t have to pay for any further swims. However when you come to book it asks for a payment of £8 each time. Notified the staff and they just apologise and say they’ll look into the problem but they’re difficult to reach and they’re not very responsive. Awful staff attitude and systems. When I started this I also had issues about the way they took bank details for the standing order and then seem to pass them to another member of staff. I pointed out they had breached GDPR and they admitted it hadn’t been well handled but they don’t seem to understand how to manage customers professionally.

Worse gym I've been to in my 40 years. This Fran lady shouts and has her music so loud it impossible to do anything other than leave, let alone yoga. Is she mad? What is with this level of thumping music are we all deaf? Staff non existent, rude, pools dirty, sandy, no managers care, the hours of teh pools are silly, too expensive and they trick you by pumping up your DD, its'all big mess and I wonder why people go there. The million pound refurbishment is a joke.

Equipment has been out of order at the Brockwell Lido gym for over a year now. What exactly is my membership paying for?

Fusion has failed to tell the truth to my MP about an outstanding significant debt. The company does not respond to correspondence in a timely way and Head Office ignores even Recorded Delivery letters. It does not maintain facilities efficiently and has now lost its contract with Braintree District Council. The Company cannot be trusted, however reception staff snd trainers are excellent. ,"By their fruits shall you know them'