MOST PATHETIC SMOOTHIE EVER TASTED

Dear Virgin Active Team,

I am writing to formally raise a complaint regarding the extremely poor smoothie quality and service I experienced at the Lenasia branch.

I am a Virgin Active Premium member and regularly enjoy the smoothies offered as part of my membership. However, my most recent experience was unacceptable. The staff member blended the smoothie without milk and only attempted to add it afterward. As a result, the texture was extremely rough—so thick it could not even pass through a straw.

Even more concerning, the milk used tasted as though it had passed its expiry date. If I were unaware of how this smoothie is meant to taste, I may have accepted it, but given my experience with Virgin Active standards, this was deeply disappointing. On a scale of 1 to 10, I would honestly rate it a -5.

This was my second negative experience at this branch. I initially gave the benefit of the doubt, but instead of improving, the quality has worsened. At this point, I find myself saving my smoothie vouchers and choosing to buy elsewhere—specifically at the Cradlestone branch, where the service and smoothie quality consistently meet expectations.

Virgin Active is losing sales due to poor execution and lack of quality control at the Lenasia branch. I strongly suggest refresher training for staff on basic smoothie preparation and quality standards, as this experience fell far below what a Premium member should receive.i could not come back as i was already on freeway intending to enjoy my smoothie while driving,but it completely the opposite of what I expected.

I hope this feedback is taken seriously and leads to immediate improvement.

Kind regards