Goals  Avaliações 

’ve been a regular customer at Goals Reading, but my recent experience was unacceptable and deeply disappointing.

On 6 September 2025, I submitted a formal written complaint about safety and service issues after the floodlights were switched off two minutes before the end of our paid session, leaving the pitch in total darkness.
Instead of being treated professionally, my group and I were met with rudeness and dismissive behaviour, while nearby British customers were spoken to politely — a clear sign of unequal treatment.

After raising that complaint, I was removed from the pitch on 29 September without any prior warning or written explanation, allegedly because another player “did not feel safe”.
This was completely untrue and, in my view, a retaliatory act following my earlier complaint.
No evidence was ever provided to justify this action, and no written exclusion notice was given to me.

Despite contacting Goals management several times, the responses I received ignored key facts and failed to address the safety, fairness, and equality issues I raised.

I have since escalated this to the Equality Advisory and Support Service (EASS), as the handling of this matter raises serious concerns under the Equality Act 2010 and basic principles of fair treatment.

It’s disappointing to see such a well-known brand allowing this level of unprofessional behaviour and lack of accountability at a local branch.
Until Goals takes responsibility and implements proper staff training on equality, customer relations, and complaints handling, I would strongly advise others to be cautious before booking here.

My son had his 8th bday party here and it was very good!! The coach and staff were great!! The pitch and indoor facilities were perfect. I would definitely book here again. Winter is a bit of a gamble as it is outside but if you have the weather it's perfect!

Fantastic and welcoming club. Great facilities

Hired for a party excellent service from start to finish jamie was very accommodating and helped from start to finish

We had our sons birthday party yesterday at Goals in Bexleyheath.
Our coach Ian was an amazing guy and he went beyond our expectations and the kids and adults loved him.
Thank you for making my son’s birthday so memorable.

I had my son’s 7th birthday party there on the 3rd august. I must give a big thank you to Tyler that was their coach he was absolutely amazing. Kept all the kids entertained & even got all the adults involved & we all had the best time. Great value for money as the food, cake & birthday bags were all taken care of as well, would definitely recommend

I've been playing at Goals Hayes (Springfield Road) since it opened and have had a regular block booking on the same pitch for over 15 years. Due to illness and injuries in the team, we missed some sessions and lost our booking for a few weeks — fair enough.

Recently, the same pitch became available again on the app. I booked it immediately and paid the deposit, only to have the booking cancelled and given to someone else. It seems like favouritism, which is extremely disappointing after so many years of loyalty. To make matters worse, I still haven’t received my deposit refund.

On top of that, Hayes Goals has an inconsistent booking system — some teams are given 9:30 PM slots (giving them more playtime), while others only get 10 PM, even though the venue closes at 11 PM. It feels very unfair and unprofessional.

Really disappointed with how this has been handled — long-time loyal customers should be treated better.

Sat 12th July, a very hot sunny day we celebrated our sons 7th Birthday at Goals Star City, 16 kids and what a great day was had, the staff were very welcoming to us all and especially the Birthday Boy and made him feel really special we went for the champions league package where everyone had something to take away the food was enjoyed by them all and I must say that being halal put everyone at ease as the group was very multicultural to accommodate all. Our host Luke was great loud so everyone could hear him and he really done well to control the group as was quite large they played football, penalty shoot outs, learnt skills and just had fun I would def recommend having a party here the rooms for eating was spacious enough for family members to sit down and relax also all in all 10/10 thanks once again a very happy boy.
Collette

Had our tommys 13th birthday party, staff were amazing max the coach was fantastic and the lad who has twin boys, very helpful and food was fab, definitely recommend and will be back x goal's Middlesbrough

We had a family gathering at Goals after my husband's funeral yesterday, the food was first class. and well laid out, the best I have had at a Wake, would recommend Goals

Consistently great parties for kids, have been to many other and our own kids and always run smoothly. great value for money. Highly recommend. the parking is free and it is easy to put registration into screen on arrival and always reminders about this before your party.

Great pitch's and customer service especially by Romarno. He was very helpful in sorting out bookings when I forgot the name that it was under.

I had 3 girls to keep entertained over the Easter holidays. The Easter camp at Goals was a perfect way to keep them busy. With different activities throughout the 4 days noone had a complaint. The sports coach was friendly and interacted well with both children and parents. Also Chelsea kept us informed of all the activities for that week.

Good facilities, pitches are good quality, staff are good, Mo is extremely helpful!

Staff have always been helpful, particular credit to Mo who always goes above and beyond to make sure there are no issues with bookings

Blocked booked online, 3 days before playing I went in branch to make sure all is well...was told my booking was cancelled...no email ..no phone call. Only explanation was the online system and the live system in branch dont work in tandem. I then tried to organise another pitch at a different branch this time ...which was earlier and a slightly smaller pitch, a compromise but I just went with it, it was then booked by a manager at that branch who assured me the pitch is mine.
Again 3 days before playing that manager called me and said he made a mistake and I could no longer have the pitch.
Both instances I have signed a pitch agreement, even paying a deposit on one of them.
Severely let down not only me but another 16 - 20 other players. It seems booking with them in advance means nothing! Happened in both Ruislip and Wembley Branches

Goals delivers a mixed experience. While staff can be helpful and facilities clean, inconsistent customer service and high pitch costs detract.

great staff, take my son here all the time and they have always been friendly and helpful. Would highly recommend.

The pitches are disgusting. It's like playing on carpet tiles! Not been replaced since the complex opened when 4g is meant to be resurfaced every 8 years based on 40hours play per week. These pitches are massively overpriced for the standard. Putting down more rubber pellets does not repair the situation. It's also used for mini soccer as a hub for kids which is troubling due to the poor standard of pitch and would question is welfare a priority as the pitch fees increase but the facilities do not.

Had my sons 6th birthday party 🎈 at Gials Heathrow, the staff were wonderful, highly trained football coach.
Kids had so much fun they did not want to go home, made parents and children feel welcomed. Definitely recommend a kids birthday party here.