Shocking Service

I am absolutely shocked at the service from Planet Fitness Fourways! I have a new membership and just completed my 16 consecutive days in order to receive my complimentary kitbag. I was informed this morning that unfortunately there is no budget as they had to fix the aircon so the kitbags are out of stock and they might receive kitbags mid Feb!!!! Surely that's not what you tell customers . I went through to the sales office and told them what the front desk told me and all the consultants just laughed at me . Not one of them suggested that maybe they can call another club to check stock ???? This is not about the kitbag, its about the principal and customer service . Customer service from the start has been an issue. My wife and I initially joined 1st December, only to find out they didn't activate our memberships with Multiply. In order to resolve this, we had to re-join by completed application forms again. Then 2 weeks later, found out that MY membership was STILL not activated with Multiply. Since December it has been issues and the kitbags is the last straw. I expect someone decent to call me and resolve this issue. I am really disappointed and thinking about cancelling my families membership.