Bookings not actually made
Sadly this app doesn't just suffer from a terrible UX, but the front end does not consistently connect with the backend: bookings will appear made and confirmed to you, but you will never receive a confirmation email, and if you refresh the app you will see the booking is not in your account. Really poor development work. :(
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Abysmal UX
The UX for this app is about as user friendly as a 7 year old trying to use the flight controls of a Boeing 747.
Really very bad
I wouldn’t usually spend my time writing reviews but it’s infuriating that there are few ways to communicate with the people who run/make this app. If indeed anyone is even in charge of it. I’m a member and it’s never worked, it’s completely useless; gives error codes and responses with no instruction or help for how to fix; makes you sign in every time and does t allow keychain or auto fill for passwords; it won’t let you register two accounts, say for my 8 yr old swim club and my gym membership; the booking pages rarely load, if they do they timeout randomly; the ‘class’ booking is confusingly separate from everything else; I pay monthly and yet the app has never loaded my ‘membership card’ so I can’t scan for entry, I have to queue; there’s more detailed points but you get the just! Why have this app if ur not gonna get a competent developer involved and actually make it function? My advice is avoid the stress and get the centre to print you out a timetable, then ring ahead to check availability. ABSOLUTE RUBBISH
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Just Awful
Open the app .. tap the menu icon .. click accounts .. get to a blank screen that says “You havent added any accounts yet” .. go back to menu .. look in vain for Login option, which doesn't exist.
Gives up and chooses a different gym…
Gives up and chooses a different gym…
Multiple Bookings Dreadful
Booking for others on this app is awful. If you’re booking for others (like kids) you have to log in and out for all. Takes forever as you have to find everyone’s membership numbers and passwords. All users require a unique email, but kids don’t have email, so you have set up email accounts for them just for swimming. More passwords to dig out. Then it doesn’t recognise someone’s details, so you have to go to a leisure centre to get them to reset it because nobody answers the helpline. All the staff tell you they hate it. Then, by the time you’re logged on, the last place has been booked by someone else. By which time you’ve spend an hour trying to book a swim and you’re wondering why you spend £25/month on a membership. Family is by now having a punch-up because the promised swim has not materialised. All we wanted to do was go for a swim in 2022. The app needs a complete overhaul so that one person can book for multiple users at once without multiple log ins/outs. Awful.
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Their cancel experience is fraudulent
Their customer experience is borderline fraudulent. If you make a booking through their app, when you make a booking they will let you cancel a few hours before, but without any warning and only after you click cancel booking will they tell you that they won’t give you the money back. At first I didn’t even realized that I had canceled the booking. I assumed the message of not giving me my money back was a warning. However, when I called customer service they told me the booking had been canceled. I was shocked, I told them I had never used a service that let you book without a warning. The agent just kept telling me that the information was in the terms of conditions. I lost it that point, I felt I had been scammed and told them I was going to get my money back. The agent probably feared the outcome and told me she would give me the money back just this time.
This company has to be replaced or restructured, this type of design is absolutely unacceptable.
This company has to be replaced or restructured, this type of design is absolutely unacceptable.
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Horrible to use
I’ve never reviewed an app before but my frustrations with this one have driven me to comment in the hope that Better will make much-needed improvements. This app is embarrassingly unfit for purpose. You’re able to “add a booking to basket” and yet THERE IS NO WAY OF VIEWING/EDITING YOUR BASKET. Nothing about a basket anywhere on the Home Screen. The all doesn’t retain contact or payment details, even though I am a member and have a direct debit set up with Better. The app also doesn’t link up with PayPal or Apple Pay. This means that every time I want to book a session I have to put in my name, address and debit card details manually. What should take seconds takes ages and requires me to have my card on me, which I don’t often as I use Apple Wallet. This inability to quickly book and pay renders the app largely pointless. It’s actually quicker to book via my browser which will actually store payment details or quickly link me to PayPal. The app also logs me out randomly and doesn’t save log in details either. It’s infuriating. Please please please make the necessary changes to make this app functional!
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Abysmal app - only use it as there is no other option
I rarely write app reviews but feel so insensed at how difficult it is to book and pay for a swimming session for my children by card (despite me being a member) that I felt I had to share my view. This app was terrible and infuriating two years ago and many updates later, the user experience is still appalling. This evening I have tried to book a swimming session for myself and my two children via the app and it has so far taken 5 attempts where I have had to try three different cards and re enter my details multiple times. The app hung on the payment page 4 of these times. I don’t know who the developers are but they seem to lack basic software development skills and the ability to follow any kind of user experience basics or use any of the off the shelf packages that should make such an app able to perform the basic task of booking sessions straightforward. Is this app even tested before being released (by people who are not the developers)? Such a shame to put so many barriers in the way for people aiming to use the Better facilities when trying to book in advance.
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Clunkiest and most useless app ever
Since the recent ‘update’ I cannot book any activities via the app. After entering my card details I am presented with a blank box and nothing is paid for. This then just goes in circles. You cannot call a particular centre to book over the phone either. And calling customer service is a waste of time. I have been told that the ‘glitch’ is due to the UK leaving the EU and increased bank security. Apparently BETTER is ‘working on it’ but it’s now been months. So this app is a waste of time seeing as you cannot prebook activities. And risking the travel to turn up at a centre in the hope they still have availability is not always doable with young kids in tow. I’m unsure what the benefit of the app is. You can’t even have multiple children logged in at once. For a company the size of GLL one would think they’d be capable of an app that met its customers needs. Then again, it really typifies the company’s rules and management systems.
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Really just terrible UX
From trying to find your Club to trying to book something, this app is a slog. It used to remember your information and payment details. Now you need to input them each time. They obviously recently tried to make the UI more consistent but the end result is to make everything worse. Really too bad because I love going to their clubs.
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