Extremely Disappointed with Planet Fitness De Waterkant

I’ve been a loyal and happy Planet Fitness member for over two years, regularly training at The Marc branch in Sandton. The service there has always been top-tier, and I’ve even referred multiple friends thanks to my great experience.

However, I recently relocated to Cape Town and transferred my membership to the De Waterkant branch, and I’ve never been more disappointed.

Despite paying for towel service, I was refused a towel with no valid reason given. I was simply told, “we have towels, but you can’t get one.” Even more frustrating was the fact that my wife was denied access, despite having successfully used the buddy tag benefit with me for two years. The excuse? “Our processes work differently here.”

After all of this, when I asked to speak to someone about cancelling my membership, I was met with, “Why sir, what is wrong?” Being denied access to services I pay for is what’s wrong.

The customer service at this branch is severely lacking, a complete contrast to what I experienced at The Marc. If this is what “Signature” service means at De Waterkant, then it’s a signature failure.

I’ve since made the decision to move to Virgin Active. I strongly suggest the De Waterkant team visit The Marc branch for a lesson in customer service.