Appalling customer service

I joined Virgin Active around June when they were running a promotion . Part of the package wa that you get a Virgin Gym bag. I started gym and for about a month or two had no response from the person who recruited me until I started to make inquiries and was always promised the bag will be delivered to my gym in Northgate. Long story short this never happened until I approached the Manager at the Belair branch where I was signed up. when I did I was told the person is no longer with them and was promised that the bag will be found for me and they will contact me as soon as they have the bag. Its been two months now and after speaking to two Branch managers ant the Belair branch and a so called Sales Manager, I still do not have a bag. I am appalled by their behavior and wonder how difficult is it for a National company like Virgin Active to fail to secure 1 bag for a client. It also makes me question the the competencies of the Branch Managers to just attend and resolve a small issue like that . I really give up!!!