Fusion Lifestyle 17+

You cannot actually use the cashless app. Which means fusion have had £40 of my money in their account for months and months (they refuse to issue refunds) which I can’t use and can’t get back. I was promised last year this would be sorted out but the app is so unfunctional no one can fix it. My centre have been kind enough to let me in without paying for my daughter multiple times because they can’t sort the app either. That’s lovely of the individuals. However, the issue is that I cannot book my daughter on in advance (I have a membership so I can book myself) and as they don’t issue refunds I can’t pay to book without paying for something I have already essentially paid for. So I have to book me then call the centre who, because this is apparently unusual (except it’s not, reviews about this have been poor for years) sometimes let me book my daughter in over the phone and sometimes don’t. So last summer that resulted twice in us getting there and then them not having space, despite me trying to book well in advance! It’s such poor customer service, it’s really off putting.

I’m not sure how this is even legal re refunds etc to be honest.

I recently became a member of my local Fusion owned Leisure Centre and have so far found the overall experience to be quite frustrating due to a complete lack of information on their app (and website). The absence of details regarding what to wear or bring to group classes, room locations, sign-in procedures, and guidance on gym equipment usage for newcomers is concerning and off-putting.

The booking page provides minimal information, only stating the length of the booking and room number, leaving users uninformed about crucial aspects of their visit. It's essential to include comprehensive details about each activity, what items are allowed or not (such as towels and water bottles at the poolside), and whether staff members are available for assistance with gym equipment.

Improving the app and website content would greatly enhance the user experience, making it more accessible for newcomers and ensuring a smoother transition into the leisure centre's offerings.

The app is fine when it works but it doesn’t at least once a week, making booking classes a frustrating process. I often get asked to pay for a class when I’m a member, which I’ve done in order to secure a place and then it takes a month to get a refund! Why? Today’s glitch is going to book and just seeing a black screen. Fusion really need to invest some money in sorting this out in order to provide a better customer experience. Information on class levels and content could be improved too.