Fusion Lifestyle Avis 

Website is ridiculous; I booked a lane swim and a sauna session to Brockwell Lido on Monday 17/06/24 only to find out at the site that my sauna session was actually booked in to Park Road Pools & Fitness. Cherry on the pie: later in the evening when I checked the website again, I found out that an other booking for sauna in Park Road Pools & Fitness was made and paid for Thursday(!) 
So I got ripped of twice.



I will never use this site again and I will never go to any sites operated by Fusion.

Very pleased with my visits to the centre. Very friendly helpful staff at reception and class leader Lin Carulla is an excellent leader. Gym induction yesterday so will more be using the gym as well. Excellent experience.

Ivybridge - cancelled my membership beginning of March, 2 days after my cut off date so had to pay for all of March and April. Cancellation email said not to cancel my direct debit. I confirmed in person at the centre that it was cancelled although they couldn’t confirm if I’d caught it in time for March for some reason I discovered I hadn’t come the April payment (they said if I came 1st April and tried it I was the only way I’d know).
Then May came and another payment was taken! I called to get it back and they said I had to provide the email confirming the cancellation as it wasn’t cancelled their end. I sent the email and called back but needed to speak to a manager. I was promised a call back which I got after a further chase call as a single attempt in the middle of my working day and a message left. I was emailed to say my payment taken beginning May would be returned 7th June.
Obviously I wasn’t happy and said they took it without permission and couldn’t hold it for over a month before giving it back as it was mine and they had no right.
Good news they found a way to pay it back 17th May…but that came and went with no payment. Also the requests for call backs have all failed. Everyone that you escalated a complaint to is on leave. However you can’t escalate to anyone other than the regional sales manager. When quoting the guidance on the fusion website I was told it was wrong. Then they said I could have the regional business manager who must have been hiding before. Doesn’t matter who it’s given to as they don’t call anyway! Absolutely refused to pass it to head office and I’ve been asking for over a month now.
7th June arrived and still no payment back!
I can’t expressed how amazed I am by how much has gone so terribly wrong with this customer service.

Just had a knee replacement, so have only been using the pool. Staff are friendly, facilities are good and well maintained, hopefully be using the gym soon.
Tunbridge Wells

No working machines, steam room not working for the last 8 weeks now and they’re shutting down the sauna 30-45 mins before closing time so we can evidently see the temperature going down from 100 degrees to 60 below …

It’s becoming appalling. We pay for a service and very handsomely too and we are being paid back with disgusting hygiene, treated like children with the way we are kicked out just before closing time and now shutting down the sauna 30-45 mins before closing, it’s becoming unacceptable.

What are we paying for actually?

As usual, the pool and changing rooms at Brokwell Lido are filthy. Stuff broken. Poorly maintained. Clueless staff.

Website is poor, when I changed the date I wished to book for, the location changed to the default. No refunds are given. Ridiculous. I cancelled withing 10mins for than 48 hours from the booking.

I am writing on behalf of my mum who has been waiting almost 2 years for 10 swimming lessons to be refunded.
She was first told that the refund was being escalated and awaiting sign off, she was then told that she was issued a refund which she never received and now she has been told after many people leaving the company and emails bouncing back that she was never entitled to a refund.
We will escalate this further to the consumer ombudsman and I advise anyone else who has is waiting for a refund to do the same as it is clear now that they did not intend to refund her.
Poor service at Edmonton green, cancelled lessons last minute, no lifeguard at the swimming pool, pool too cold, dirty changing rooms, poor and misleading communication.
I would not recommend fusion lifestyle to anyone!

Great staff. The gym instructor Bobby is really helpful.

It is my second review. Visited Wycombe Lido swimming pool again. Changing area become even worse, with broken doors, dirty floors and smell of urine in family changing room. Unpleasant experience.

Excellent equipment, very helpful staff

I seen improvements in the swimming pool and the changing rooms, so in general I am happy to keep going to the gym.

Have a family membership at Park Road Fitness Centre N8.. have had an amazing experience so far over the past 3 months. Swim classes for kids are excellent, great choice of fitness classes, beautiful Lido for outdoor swimming. Jackie at the reception was super helpful in setting up the membership. Really affordable.. super happy!

I have had £40 on the cashless app for about a year now. However…. The app has such poor functionality that I cannot access it. I was promised at the end of last year this would be sorted but nope, tried again today and still the same issue.

I am a member so I can book without a problem. I chose the cashless top up so I can take my daughter swimming. However, because the cashless doesn’t work, I cannot book her on without paying again. For a year I have been trying to get this sorted but Fusion have either ignored my communication or the staff I am directed to can’t fix it.

As there is no actual procedure to manage this, I have to phone a book my daughter in separately. Which sometimes the staff allow me to do and sometimes they don’t. It’s the luck of the draw. Last year we missed out twice because the centre wouldn’t book me on the phone then were fully booked by the time we got there. This isn’t acceptable.

Fusion also have a no refunds policy…. For anything. They will not refund the money I have put in their cashless system despite me not being able to access it. I bought a swimming costume at the centre and they overcharged me and also refused to refund me for that! Please let me know the legalities of that, I’d love to know.

I hate writing poor reviews but the atrocious customer service and what feels like theft is really quite irritating. I also note in various reviews this problem with the app has been going on for years.

Fusion - if you reply to this, do not direct me to my centre manager. I have already done that and they are unable to resolve this. This is a head office issue to resolve.

Great staff. They have helped me get fit and healthy. Can’t praise them enough
Ivybridge Leisure centre is a great community atmosphere

I am unable to get on line it it not accepting me

I'm calling it getting Boris Johnsoned! I was told to pull up take off my jeans by management. I'm inside the assistant manager approaches me and says can you take your jeans off I say ok but you could of told me the rules of the gym when I asked for them 3 or 4 times before this happened.

I'm outside and the manager says pull up your jeans, I say I'm outside I don't have to, why should I do this? She also says my opaque gym leggings are see through and that everyone and the whole world finds me inappropriate. Lol

She ignored my questions as did the assistant manager. So decided to leave the gym immediately and never return.

I thought she was racist and lacked an understanding of brown mixed British and American/ Caribbean individuals such as myself.

When I asked if she'd like to resolve it. She said I am not doing your chant, very immaturely.. Nam Myoho Renge Kyo

Peace x

I cannot book any sessions online because my account is NOT setup correctly and this although I'm paying the Membership Fee by Direct Debit. I went to the reception in person and it was stated that the account was OK. It is not OK - I cannot book sessions and can never get through on the telephone, leaving numerous messages requesting a callback. They have never called me back! I have emailed, stating all of the above but have not received a reply!

First thing I would say thanks to the instructor being patient and teaching my son. Secondly I'm really not happy the time allocated as there are 3 more children in the same slot and barely each child is given roughly 6-8 minutes. I thought 30 min would be allocated but not even 20min allocated to the child.

Found the booking process impossible, very hard to get a place on activity, I'm only doing swimming, water aerobics very hit and miss. The showers are dirty, and have cold water, have found hair, empty bottles left in showers, no loo paper in loos, pretty grim overall. Pool tends to be cold/ freezing so need to be brave. On the plus side the sauna is ok, am reviewing my membership with a veiw to cancelling.