Really disappointing - money matters more than the user
I’m genuinely gutted by my experience with FIIT because I signed up to the free trial wanting to try something new and get excited about working out again after having my baby. I’d used the Courtney Black app for around five years and loved it, but thought a change might motivate me postpartum. Unfortunately, I found Courtney’s app far superior.
I properly tried FIIT during the free trial and quickly realised it wasn’t for me. I was then positive I’d cancelled the trial before it turned into a year subscription costing £119.99 due to my dissatisfaction with the app.
One of my biggest problems was the functionality. Although FIIT says you can pause workouts, you cannot fast-forward through them. That might not sound significant until you’re trying to exercise with a baby.
On one occasion I had to pause a workout to attend to my baby which can take a while. When I eventually returned to exercise, I had to start the class again, but couldn't fast-forward through the exercises I had already completed to get back to where I'd reached.
Postpartum, you might have to suddenly stop to feed, change or settle your baby and it could be hours before you get another opportunity to finish exercising. Having to repeat the beginning of a workout because you can't skip forward makes absolutely no sense for the way many new parents actually have to exercise. By the time I’d caught back up to where I’d got to, I didn’t have time to finish the workout due to the baby.
FIIT's response was to tell me they have specific FIIT Mum/postpartum workouts. The problem is that I'd already tried them. I personally found some of them extremely underwhelming. Some felt like essentially lying on the floor breathing for around 20 minutes, which left me feeling I'd wasted the small window of time I'd managed to find to exercise. Then other exercises appeared that, at that stage postpartum, I personally didn't feel comfortable or ready to perform. I just didn't enjoy the programming at all.
I genuinely believed I'd cancelled after the free trial because I'd decided FIIT wasn't for me. I subsequently discovered that £119.99 had been taken for a full year's membership.
I realised within days and contacted FIIT. I hadn't used the paid membership, didn't want to use it and was completely happy for them to remove my access immediately. They refused to refund anything and repeatedly cited their T&Cs and “consistency and fairness”.
What I find particularly frustrating is that days before taking £119.99 from me, FIIT had publicly advertised the same 12-month membership for £59.99. FIIT has since confirmed that promotion ended just before my renewal. I accepted that I wasn't automatically entitled to the offer, but asked whether, if they absolutely wouldn't refund me, they could at least apply that price and refund the £60 difference as a goodwill compromise. They refused that too.
Other subscription companies demonstrate that it doesn't have to be handled this way. Amazon Prime, for example, has a policy allowing a full membership-fee refund in certain circumstances when someone cancels without having used their Prime benefits during the current membership period.
UK consumer law is also changing. From the new subscription regime expected in 2027, consumers will have additional protections including a 14-day cooling-off period following certain subscription renewals, including after trials/qualifying long-term renewals. I appreciate that those rules aren't currently in force and therefore don't give me that statutory right now, but the fact these protections are being introduced demonstrates why unwanted auto-renewals are such an important consumer issue.
What really summed up the customer service for me was that after I repeatedly explained why I don't like FIIT and don't want to use it, I was told the “good news” was that I could continue using the app until my membership expires.
That's completely missing the point.
I accept that FIIT says my cancellation wasn't successfully completed. But I contacted them within days, had already expressed dissatisfaction during the free trial, haven't used the paid membership and offered to have my access terminated immediately.
I cannot understand why a fitness company would want an unhappy customer locked into a service for another year that they've explicitly said they don't enjoy and won't use, rather than showing some discretion. The complete refusal to offer a full refund, partial refund or even the £59.99 price they had been advertising days earlier has unfortunately left me feeling that retaining my £119.99 matters more to FIIT than whether I actually want, use or enjoy their product.
Such a shame, because I tried FIIT because I genuinely wanted something new to motivate me after having my baby. I now can’t afford to pay for alternative fitness apps due to having wasted money here, as a new mum on statutory maternity pay it’s a real kick in the teeth and feels like another barrier for women in fitness. Such a shame for good customer service to be non-existent with easy solutions being blocked by “terms and conditions” and AI/automatic responses. A poor business model - huge regrets not sticking with the Courtney Black app.
I properly tried FIIT during the free trial and quickly realised it wasn’t for me. I was then positive I’d cancelled the trial before it turned into a year subscription costing £119.99 due to my dissatisfaction with the app.
One of my biggest problems was the functionality. Although FIIT says you can pause workouts, you cannot fast-forward through them. That might not sound significant until you’re trying to exercise with a baby.
On one occasion I had to pause a workout to attend to my baby which can take a while. When I eventually returned to exercise, I had to start the class again, but couldn't fast-forward through the exercises I had already completed to get back to where I'd reached.
Postpartum, you might have to suddenly stop to feed, change or settle your baby and it could be hours before you get another opportunity to finish exercising. Having to repeat the beginning of a workout because you can't skip forward makes absolutely no sense for the way many new parents actually have to exercise. By the time I’d caught back up to where I’d got to, I didn’t have time to finish the workout due to the baby.
FIIT's response was to tell me they have specific FIIT Mum/postpartum workouts. The problem is that I'd already tried them. I personally found some of them extremely underwhelming. Some felt like essentially lying on the floor breathing for around 20 minutes, which left me feeling I'd wasted the small window of time I'd managed to find to exercise. Then other exercises appeared that, at that stage postpartum, I personally didn't feel comfortable or ready to perform. I just didn't enjoy the programming at all.
I genuinely believed I'd cancelled after the free trial because I'd decided FIIT wasn't for me. I subsequently discovered that £119.99 had been taken for a full year's membership.
I realised within days and contacted FIIT. I hadn't used the paid membership, didn't want to use it and was completely happy for them to remove my access immediately. They refused to refund anything and repeatedly cited their T&Cs and “consistency and fairness”.
What I find particularly frustrating is that days before taking £119.99 from me, FIIT had publicly advertised the same 12-month membership for £59.99. FIIT has since confirmed that promotion ended just before my renewal. I accepted that I wasn't automatically entitled to the offer, but asked whether, if they absolutely wouldn't refund me, they could at least apply that price and refund the £60 difference as a goodwill compromise. They refused that too.
Other subscription companies demonstrate that it doesn't have to be handled this way. Amazon Prime, for example, has a policy allowing a full membership-fee refund in certain circumstances when someone cancels without having used their Prime benefits during the current membership period.
UK consumer law is also changing. From the new subscription regime expected in 2027, consumers will have additional protections including a 14-day cooling-off period following certain subscription renewals, including after trials/qualifying long-term renewals. I appreciate that those rules aren't currently in force and therefore don't give me that statutory right now, but the fact these protections are being introduced demonstrates why unwanted auto-renewals are such an important consumer issue.
What really summed up the customer service for me was that after I repeatedly explained why I don't like FIIT and don't want to use it, I was told the “good news” was that I could continue using the app until my membership expires.
That's completely missing the point.
I accept that FIIT says my cancellation wasn't successfully completed. But I contacted them within days, had already expressed dissatisfaction during the free trial, haven't used the paid membership and offered to have my access terminated immediately.
I cannot understand why a fitness company would want an unhappy customer locked into a service for another year that they've explicitly said they don't enjoy and won't use, rather than showing some discretion. The complete refusal to offer a full refund, partial refund or even the £59.99 price they had been advertising days earlier has unfortunately left me feeling that retaining my £119.99 matters more to FIIT than whether I actually want, use or enjoy their product.
Such a shame, because I tried FIIT because I genuinely wanted something new to motivate me after having my baby. I now can’t afford to pay for alternative fitness apps due to having wasted money here, as a new mum on statutory maternity pay it’s a real kick in the teeth and feels like another barrier for women in fitness. Such a shame for good customer service to be non-existent with easy solutions being blocked by “terms and conditions” and AI/automatic responses. A poor business model - huge regrets not sticking with the Courtney Black app.
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Great app
Workouts are good, can select intensity and variety of workouts. In-house stats tracking that I can see on screen is useful. And some really really motivating trainers
I would to see some workouts with a step, for aerobic
I would to see some workouts with a step, for aerobic
Let me resume!
I tried two classes tonight and both kicked me out and both classes not complete mid session, quite frustrating, you really need a way to resume sessions!
Edit: 9th September, still dropping class!!
Edit: 9th September, still dropping class!!
Gone downhill
Used to use fiit for over 6 years! But recently it’s gone downhill, no new classes in ages so it’s getting a bit boring. There also still seems to be some issues with watch connections. Sadly I paid for the year membership so I’m tied in, I don’t think I’ll be renewing after it expires.
Badly out of shape loving FiiT!
6 years with an unmanaged hip injury and I’ve started back with FiiT. I’m not naturally athletic so every workout is tough but I’m finishing them all in the BASE FiiT plan. They are tough enough to feel like I’m working but low impact enough to ease me back into exercise. Husband has now joined me too! So much to progress through and even if you are super fit, this app has more than plenty to challenge you. Having stats really helps with motivation too! Instructors are excellent and being able to use your own music is a plus! Great app and worth every penny.
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