Equinox HQ - Hudson Yards

Sure, you get fancy changing rooms and a photogenic pool, but the locker room and training floor at this Equinox is just so overcrowded all the time. It costs too much to have queues for machines and showers even in the middle of a workday. On the other hand, the pools are consistently quiet. Even when the rest of the facility was packed, there was no problem getting a swim lane to myself.

I tried enrolling with Equinox for the Amex Platinum benefit via platinum.equinox.com. Not only did Equinox refuse to provide proof of my enrollment after I followed the enrollment steps outlined on the Amex Platinum website (I literally directly followed the link from within my Amex account), but Equinox's customer service was beyond unhelpful in "re-enrolling" me in the benefit (since they claimed I hadn't previously enrolled). They kept insisting I pay for some annual Equinox+ membership, which I know is not required to simply enroll for the Amex Platinum benefit. I found this to be very shady, and definitely the poorest customer service I've experienced either with any gym or any "premium"/"concierge" company.

This corporation mixes politics with business, against its own members. It's gross. Most of my friends in NYC have already dropped their memberships, and I won't set foot in one again. Nice gyms, but women cannot be assured safety in these establishments.

Still waiting for my refund as well I cancelled in the middle of March after being a member for more than 10 years so I had no contract, I am still waiting for my partial month refund. They subsequently charged my card in June when they reopened even though I had cancelled in March. I was promised a refund for the past several weeks and have not gotten it. On Tuesday the local club in Darien CT contacted corporate headquarter and said my refund would be credited back on Tuesday. They did not dispute that I was due approx $200. I have gotten nothing. I called today and the essentially the local club refused to help and said they could not get through to the corporate headquarters to ask what happened. They told me I would have to wait weeks to months for my refund and I should be patient. Are they going to declare bankruptcy and keep all our monies?

Equinox Fitness in Dallas has been an extreme disappointment in terms of their customer service and responsiveness to theft in their building. I would not recommend this gym to anyone and discourage people from joining. Last night, I went to Equinox Highland Park after work. An hour later I returned to the women’s locker room to find (what was previously a locked locker with my belongings in it) an unlocked locker that was completely empty. I immediately reported it to the front Desk and Assistant Manager, who began to help me check every other locker to ensure that I “didn’t forget which locker the bag was in”. After determining the bag and everything in it was gone, I completed an incident report and asked them to help me file a police report. They gave me the phone number for Dallas police and said “you can call them or file the report online yourself”. I then called the police myself, and the police graciously came to help me on the equinox property. After a sweet police officer assisted me, I go back inside to ask for a copy of the equinox incident report, and was given an unsigned copy. I then asked to have the manager sign it and then make me a copy...I was then told “we aren’t allowed to give you a copy of the incident report”. The next 3.5 hours were spent sitting by my car (to ensure it wasn’t broken into or stolen because the locker thief had my car key too), in the heat of the parking deck...by myself, with no offer of water, a ride to my house, or even a security guard to come wait with me. The customer service that I experienced from the equinox staff after a significant amount of my personal belongings were stolen was horrific and utterly unbelievable. I cannot in good faith go back to that gym, knowing that my belongings in my locker are not safe and secure, or that my car is safe in the parking deck, knowing that one of their staff members has my car keys. And this is supposed to be a high-end gym in Highland Park (which is also false because it’s in Dallas City limits)?!