1 /5 Dorcas Hardwick: Long Post Alert:
My experience at Orangetheory Fitness was unfortunately disappointing, primarily due to poor customer service from the front desk staff and a few of the trainer. This was a pattern of treatment that made me feel uncomfortable — particularly as a person of color. There were multiple instances where I felt overlooked, dismissed, or treated differently than other members, and it genuinely impacted how welcome I felt in the studio.
That said, I do want to give credit where it’s due: the manager at this location was the one bright spot in my experience. They were professional, respectful, and genuinely seemed to care about addressing my concerns when I finally brought them forward. While I didn’t feel that the broader culture or staff behavior reflected the same level of accountability, the manager listened and made an effort to engage with what I was saying — something I appreciated more than I can express.
Unfortunately, one person can only do so much when the rest of the team doesn’t reflect the same values. I hope Orangetheory takes a closer look at how its staff treat members of all backgrounds and makes inclusivity and equity a real priority — not just a buzzword.
Until then, I won’t be returning — but I sincerely hope things change, especially for the sake of people like the manager who are trying to do the right thing in a tough environment.