The ladies bathroom is very dirty there is no toilet paper at all unfortunately . The exercise room floor is full of dust and people hair under room equipments are the most dirty place
L'azienda ha risposto
Sede
Cambia sedeLea Bridge Rd, E10 7QL London, GB
•Anche se non controlliamo le affermazioni specifiche, trattandosi di opinioni personali, etichettiamo le recensioni come “Verificate” quando riusciamo a confermare che c'è stata un'interazione commerciale effettiva. Leggi di più
Per proteggere l'integrità della piattaforma, ogni recensione presente sul sito, verificata o meno, viene monitorata dai nostri sistemi automatici 24 ore su 24. Questa tecnologia è progettata per individuare e rimuovere i contenuti che non rispettano le nostre regole, come le recensioni non basate su esperienze autentiche Siamo consapevoli che potremmo non riuscire a cogliere proprio tutto, quindi puoi segnalarci qualsiasi cosa pensi che ci sia sfuggita. Leggi di più
Scopri cosa dicono le persone
Great centre, lovely friendly staff. Ice skates for hire seem to be good, although we have our own. Cafe is good, would prefer slightly more food options on bank holidays, as larger menu is... Leggi di più
L'azienda ha risposto
Five stars for the excellent customer service! A few highlights from my visit: Front Desk: The staff were very approachable and actively responded to my inquiries. Skate Hire: The equipment... Leggi di più
L'azienda ha risposto
I had a membership issue which the call centre and online help were unable to resolve after multiple calls and emails. George and Maria at Lee Valley Ice Centre were able to resolve it quickly and eff... Leggi di più
L'azienda ha risposto
Dettagli dell'azienda
- Centro per il tempo libero
- Palestra e centro fitness
- Palestra
- Piscina al coperto
- Biblioteca
- Piscina all'aperto
Scritti dall'azienda
Lee Valley Ice Centre is operated by Better, a charitable social enterprise, working in partnership with Lee Valley Regional Park Authority. Lee Valley Ice Centre is the only venue of its kind in southeast England, offering skating lessons, disco sessions, public skating, a gym, fitness studios, and a café.
Informazioni di contatto
Lea Bridge Rd, E10 7QL, London, Regno Unito
3,4
Nella media
42 recensioni
Chiedi ai clienti di scrivere una recensione
Questa azienda invita i propri clienti a scrivere recensioni - sia positive che negative
L'obiettivo di Trustpilot è mostrare contenuti di persone reali. Questa azienda potrebbe usare il nostro strumento di risposta assistita dall'intelligenza artificiale per rispondere più velocemente.
Come questa azienda usa Trustpilot
Scopri come vengono raccolte, valutate e moderate le loro recensioni e valutazioni.
Lee Valley Ice Rink
Lee Valley Ice rink is spacious and clean! My boys enjoyed it. The workers are all professional and friendly. Josh was amazing. He was in the ice rink as well with his hi-vis on and he helped my boy when he was crying and was so patient with him and eventually he started trying to skate on his own. So lovely! I saw Josh helping others as well. Such a nice person.
18 febbraio 2025
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Hi Shemida,
Thanks for your review.
It is so brilliant to hear how helpful Josh at Lee Valley Ice Centre was with your son and that he skated on his own! Tell him to keep it up!
Warm Regards
Hazal
Thanks for all staff
18 dicembre 2024
Risposta di Better - Lee Valley Ice Centre
Hi Mehmet,
Thanks for your review.
We are happy that the staff have been so helpful and we will pass on your thanks.
Warm Regards
Hazal
Happy costumer indeed
Clean and so quite in comparison with other gyms. So happy that is close to my home 🤸♀️
4 dicembre 2024
Risposta di Better - Lee Valley Ice Centre
Hi Zok
Thank you for your review.
It is great to see you are enjoying your experience at the Lee Valley Ice Centre and it is so close to your house!
We hope you continue to enjoy your time with us and thank you for choosing Better!
Kind Regards
Amir
Parking ticket - no help & too slow customer service
I contacted them online about joining but had no response. I went personally to the centre and joined. After a couple of weeks someone got back to me asking where I wanted to join. Too late, although when I updated them they did tell me the centre would help me with the next issue - a parking ticket. I also got a £100 parking ticket when parking is meant to be free if you are a customer and there is nowhere else to go from that car park. I had asked on turning up to my first lesson if I had to Register or Check-in anywhere and was told no. Turns out you DO have to register your car on a terminal that is on a counter that is closed and in a dark corner at the time my lessons are going on, so I didnt see it either and got a ticket. I went in the next week and asked about the free parking which was confirmed. I was told to email in the ticket and they would sort it out with the parking company, which I did. I got an email a few days later telling me I had to sort it out myself. I have appealed to the Parking company but Better could not have been less helpful knowing they did not advise me about the terminal when I asked, and it is out of the way so you dont see it when you go in. You have to know where it is which as a new member, I didnt. An appeal would carry far more weight if the centre confirmed i was a customer and admitted their omission. Instead, I have been left to sort out their mistake on my own and hope the parking company accept my evidence of membership and that parking is free if you are a customer, but they only have my word for it instead of Better's. I have essentially got no help when i needed it, 2/2 times, from Better Customer Services.
UPDATE: following response. Response is a work of fiction. Its a shame you can't post photos here. There are no clear signs about parking, and in any case, I specifically asked the question - do I have to register on arrival and I was told no. The correct answer was yes. I also engaged with management at the centre who said to email in the parking ticket and they would confirm to the parking company I was a customer there. The eventual reply to my joining also told me that centre management would sort it out. The reply to that email was to sort it out myself. Zero customer service. I have to sort out your mistake alone. Zero stars but that rating isn't possible here. Still not offering to help. Need I say more?!
14 novembre 2024
Risposta di Better - Lee Valley Ice Centre
Dear SK,
Thank you for your feedback.
I regret to learn that the responses to your email communications were delayed by a couple of weeks, resulting in your inability to seek assistance during that time. I also apologise for the inconvenience you experienced regarding the parking penalty incurred while visiting the Lee Valley Ice Centre. There are clear signage indications available to inform our customers about the procedures for registering or paying for parking when utilising the facilities. Therefore, I am disheartened to hear that you received inaccurate information concerning the parking protocols.
I recommend that you engage with the management team at the centre to determine if they can assist you in addressing the parking penalty. However, please be aware that if you did not sign in on the relevant date, it may not be feasible for them to assist you.
Sincerely,
Charmaine
It’s okey
It’s okey, clean everywhere and nice staff but honestly for this price they can have bigger space or more machines…
9 settembre 2024
Risposta di Better - Lee Valley Ice Centre
Good Morning Jose,
Thank you for your review.
We are very happy to hear that you are enjoying your membership at the Lee Valley Ice Centre. We are thrilled to hear that the centre is well-maintained and the staff have been friendly and welcoming when you attend the centre. We appreciate your feedback on the size of the centre however that is not something we are able to change but we are able to look into the possibility of more equipment in the Gym. I will pass on your feedback to the centre management team so they can look into the points you have raised.
We hope you continue to enjoy your membership at the Lee Valley Ice Centre.
Kind regards,
Charmaine
Poor customer service
Poor customer service. Booked for a Zumba fitness class last Friday @ Lee Valley. I arrived on time. Then found out the instructor did not turn up. There was no communication - phone call, text or email. Wasted my time.
9 agosto 2024
Risposta di Better - Lee Valley Ice Centre
Hi,
Thank you for your review.
We are sorry to hear that your class was cancelled and you did not receive communication from the centre.
We have passed this onto the management team so they can investigate and ensure this doesn't happen again.
Warm Regards
Hazal
It was fantastic in ke valley ice…
It was fantastic in ke valley ice centre,
So co operative lovely staff
5 agosto 2024
Risposta di Better - Lee Valley Ice Centre
Hi Rizwana
It's wonderful to know that you're enjoyed your time at our Lee Valley Ice Centre and you had the opportunity to meet the centre staff. We hope to see you again soon!
Thank you for choosing Better.
Regards
Amir
Amazing customer service advisor
The customer service advisor was amazing and extremely helpful.
23 luglio 2024
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Hi Mimi,
Thank you for your review.
We are so pleased to hear that the Customer Service at Lee Valley Ice Centre was amazing and so helpful!
Warm Regards
Hazal
Clean and new but dodgy payment plan
The gym is clean and the equipment is new, which is great, but there's only one squat rack. By far the biggest negative is that if I only want a one month membership, I have to cancel it as soon as I start it otherwise you make me pay for two months, and the staff couldn't assure me that I could move my membership to another Better gym. Absolute rip off.
29 maggio 2024
Risposta di Better - Lee Valley Ice Centre
Dear Reuben,
Thank you for your feedback.
We would like to inform you that in addition to our prepaid monthly memberships, we also offer short-term passes online for customers who prefer not to provide their bank details. These passes are available for 1 day, 7 days, and 30 days, catering to short-term users. Our monthly memberships are designed for individuals seeking longer-term access, although it is possible to purchase a one-month membership. Should you choose a prepaid membership, please note that a 20-day notice period is required for cancellation, as outlined in our terms and conditions. However, you can cancel without incurring charges for the following month. Moreover, transferring the membership to a different center is possible by contacting our Customer Service Team, but fees may vary for transfers to different locations. Any price differences will be communicated to you before the changes take effect.
We regret any inconvenience caused by a lack of awareness of this information. All details are available in our terms and conditions of membership.
We hope this clarifies the situation.
Sincerely,
Charmaine
Risposta di Better - Lee Valley Ice Centre
Good Afternoon,
I wanted to take a moment to thank you for taking the time to share your feedback with us. Your review is greatly appreciated and helps us to ensure we are providing the best possible experience for our members.
We are delighted to hear that you are a member of the Lee Valley Ice Centre and we hope that you have been enjoying your time with us. We take pride in offering a safe, fun, and welcoming environment for all of our members, and it is always wonderful to hear that we are meeting our goals.
If you ever have any questions or concerns, please do not hesitate to reach out to us. We are always here to help and support you.
Thank you once again for your review, and we look forward to seeing you soon at the Lee Valley Ice Centre.
Warm regards,
Charmaine
I took my nephew out for the day and I…
I took my nephew out for the day and I myself are not the best of skaters a member of staff was racing around with another guy I feel there was no one who was responsible to be honest I was only on the ice for 20 minutes and felt I needed to get off it cost me £24 and I was so disappointed I will never go back again
12 febbraio 2024
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Good Morning Sally,
Thank you for your review.
I am sorry to hear that you had no assistance when you attended an Ice Skating session with your nephew at the Lee Valley Ice Centre. The assistance you would receive is based on the session you book. If you would like to learn to skate we offer Ice Skating Lessons which you can find on our website. I will attach the link below so you can view this information online. Our Public skating sessions are the perfect place to have fun with friends and family whilst enjoying the health benefits of skating, such as improving balance, flexibility, and muscle tone.
We hope you find the below information helpful on what each individual session includes so you feel more confident to return in the future.
Ice Skating Near Me | UK Indoor Ice Skating Rinks (better.org.uk) (https://www.better.org.uk/what-we-offer/activities/ice-skating)
Kind regards,
Charmaine
Broken facilities / cleanliness
The men’s changing/shower facilities in the gym have been out of action for almost a month. No information when this will be fixed or what the problem is. The general cleanliness of toilets in the centre are little to be desired. They have signs on the walls priding themselves of cleanliness and to report any issues. Since there’s no facilities for men the whole gym needs to make use of one disabled toilet upstairs which is normally dirty. Today there was no toilet paper so I went and reported this. An hour later, after I finished my session, I wanted to use the toilet and guess what - no toilet paper. What’s the point? Better management is needed.
21 gennaio 2024
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Hello Roy,
I hope you are doing well today. I am writing to express my gratitude for taking the time to share your feedback with us regarding your recent experience at the Lee Valley Ice Centre.
I am sorry to hear about the issues you faced during your visit. Please rest assured that your feedback is of utmost importance to us and we take it very seriously. We understand the impact that such experiences can have on our customers and we are committed to making things right.
I have immediately escalated your concerns to the centre manager for their immediate attention. They will investigate the points you have raised and take appropriate measures to address the issues in a timely manner. We value your business and appreciate your patience as we work to resolve these matters.
Please let us know if there is anything else we can do to ensure your satisfaction in the future.
Thank you again for bringing this to our attention.
Best regards,
Charmaine
Unkempt facilities and cleaner issues!
Remembering that the Lee Valley Ice Centre has only been open for just 7 months, I had a very unpleasant experience at the ice centre today.
I needed to use the facilities ahead of my gym session, and the male changing room attached to the gym is STILL out of bounds. (This has now been since Christmas.) I tried to use the disabled loo but found that there was urine everywhere, the toilet had not been flushed and there was no toilet paper.
I went to reception and reported the issue, (the employees didn’t seem to care) and asked to use a toilet next to the ice rink. This did not fair any better. The one cubicle that had a lock on the door didn’t have any toilet paper, and the cubicle that had toilet paper didn’t have a lock!
I returned to reception to again report the issue and was once again met with complete apathy, as if me requiring their help at the venue was interrupting their day.
I was then directed to the ice rink changing rooms, which have toilets attached. Here I was faced with a toilet that had clearly not been cleaned for at least a day, covered in urine stains and full of toilet paper. I cleaned up as best I could considering, and then found out that the toilet didn’t flush.
I really don’t understand how after only 7 months this venue is already being run into the ground.
This is all on top of the bins in the gym over flowing with tissue, running machines not working, and water machines not working.
Where are the cleaners?
Where are staff that take pride in their work?
Where is the investment back into the venue?
21 gennaio 2024
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Dear Thom,
I hope this message finds you well. I wanted to take a moment to thank you for taking the time to share your recent experience at the Lee Valley Ice Centre with us.
Please accept my sincere apologies for the issues you encountered during your visit. As a company, we take great pride in providing exceptional customer service and maintaining high standards of facility maintenance. Therefore, I am disappointed to hear that we fell short of your expectations.
I want to assure you that your feedback is of the utmost importance to us, and we take all comments seriously. As such, I will be escalating your concerns to the centre manager for immediate review and attention. They will investigate the points you raised and take the necessary steps to resolve any issues.
Once again, please accept my apologies for any inconvenience caused, and thank you for bringing these matters to our attention.
Best regards,
Charmaine
Awful Ice resurfacing - Again
Last month I wrote that the Ice resurfacing of this "new" ice centre at Lea Valley was attrocious. As of this month nothing has changed. If you are an experienced decade long skater and know good resurfaced ice then sadly I advise you go to another London rink to go skating. If your an amateur or new skater then you will not know anything better and think its the way it is. Either the resurfacers whom clean the ice are not trained how to removed the cuts and grooves, the resurfacing is done on a budget or the under ice chillers that maintain the ice temperature cannot cope. It is not acceptable that after resurfacing, pools of water remains on the ice after 45 mins. For a new centre I expect some issues but after being re-opened for close to 6 months its unacceptable to pay good monthly fees for a sub-standard surface.
18 dicembre 2023
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Hi
Thank you for leaving us a review,
Your feedback is appreciated.
I have replied to your email, please respond when you have the opportunity.
Kind Regards
Amir
For a brand new venue the ice-resurface is poor
For a brand new venue (Lea Valley) the ice-resurface for the public skate sessions are very poor. Ive been skating for 15 years and skated across various other venues (Romford, Guildford, etc) and they are glass before the sessions start but the cleaning and reshaving needs needs to be better. This seems to happen on the Monday eve sessions (like tonight 20th Nov 2023). The ice is still cut and grooved after resurface. When I asked the resurface attendant could it be better he said "no" thats how it is with this machine. Thats a lazy answer, it can be, its just they may not know how to do it. Can someone speak to the resurfacers and find out why it is so poor?
20 novembre 2023
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Good Morning S Borden,
Thank you for your review.
I am very sorry to hear of the above issues at the Lee Valley Ice Rink. I will now forward your comments and feedback for the immediate attention of the centre manager so they can look into this issue. We appreciate the time you took to write this feedback as through feedback we can identify improvement areas and provide a better service.
Kind regards,
Charmaine
Risposta di Better - Lee Valley Ice Centre
Good Evening Gillian,
Thank you for your review.
We are very happy to hear that you are enjoying your membership at the Lee Valley Ice centre. We pride ourselves on our Customer Service Excellence so I am happy to hear that this is the service you have received so far. We hope you continue to enjoy this centre and the great activities they have on offer.
Kind regards,
Charmaine
So many fees and charges in the new…
So many fees and charges in the new Better Lee Valley Ice Centre: we had to pay for the monthly lessons, public lessons, skate hire, skate aid, parking (is now very expensive-used to be £1for 2hours, now £8). This is not reasonable and don't believe it serve the community well.
30 settembre 2023
Risposta di Better - Lee Valley Ice Centre
Good Evening Maraki,
Thank you for your review.
We are very sorry that the membership structure has now changed so you are now required to pay for your general skating sessions. We appreciate that this now means that you required to pay a separate fee for your general skate sessions. I will pass on your feedback and comments for the attention of the Lessons & Courses Team who oversee these lessons to see if anything can be done.
Hope this helps.
Kind regards,
Charmaine
Pickpockets
BAD,
They don't accept mistakes even in you try to sort it out in the same minute as they can see. My partner wanted to purchase 1 visit for her and my daughter, by mistake she paid twice called them straight away, the answer was sorry we can't cancel it, you need to have a credit. She didn't want to have credit she wanted money back.
Absolutely pickpockets.
Be very careful, there's no chance for mistakes.
That was our last money for you.
1 ottobre 2023
Non scritta su invito
Risposta di Better - Lee Valley Ice Centre
Hi Nelson,
Thank you for your review.
Kind regards,
Charmaine
Lessons
I had a great time at the Ice Centre (Lee Valley), but my only problem is Your App is straight forward. I'm trying to buy lessons and by doing so I think my details are messed up, in that when I next go to login, I won't be able to.
15 agosto 2023
Risposta di Better - Lee Valley Ice Centre
Good Morning Alan,
Thank you for your review.
We are really happy to hear that you are enjoying the new Lee Valley Ice Centre. However, I am very sorry to hear that you are experiencing issues with your membership and the App. Can you please call our Customer Service Team so we can assist you with the issues you are experiencing? Our contact number is 0330 123 1500.
Hope this helps.
Kind regards,
Charmaine
£30 million Centre and staff are unaware of opening hours!
I came on the opening day after signing for a gym membership weeks prior and opening times advertised as 7am-11pm Sat and Sun 17th and 18th, at 5pm to be told by staff at the entrance that they are closed and apologised for the error as it was opening day and was assured Sunday will be open till 11pm. Came Sunday 7pm and Centre was closed. I called better gyms on the number provided and enquired what the opening hours were for the gym and was assured it was 6am till 11pm Monday to Friday and till 5pm weekends. I asked him if he was sure twice and he insisted it was the case. Went there at 9.45pm on Thursday and was kicked out at 10pm by staff who told me I have to book a gym session to know what time they close. I've been using gyms for over 20 years and never experienced such amateurish organisation and lack of accurate information advertised by a small scale gym let alone by large health & fitness operator operating many facilities throughout the region.
22 giugno 2023
Risposta di Better - Lee Valley Ice Centre
Good Afternoon Mo,
Thank you for your review.
I am very sorry to hear that the staff at the Lee Valley Ice Centre were unaware of the correct opening hours. The opening times online state the centre is open until 11pm, however I will clarify the opening times with the centre manager via email on your behalf and email you the details once he responds.
Hope this helps.
Please accept our sincere apologies for the inconvenience caused during this time.
Kind regards,
Charmaine
Come funziona Trustpilot
Chiunque può scrivere una recensione su Trustpilot. L'autore di una recensione ha la possibilità di modificarla o cancellarla in qualsiasi momento e, fintantoché il suo account è attivo, la recensione rimane visibile a tutti.
Per salvaguardare la nostra piattaforma, facciamo uso di personale dedicato e di tecnologie intelligenti. Scopri come combattiamo le recensioni false.
Scopri di più su come vengono gestite le recensioni su Trustpilot.
La verifica aiuta a garantire che le recensioni su Trustpilot vengano scritte da persone reali.
Offrire incentivi in cambio di recensioni o chiederle solo a clienti specifici potrebbe distorcere il TrustScore, violando le nostre linee guida.