IV
Ivan V

1 reviews | Active since May 2010

29 Jul 2016, 18:23

Circut rules

<p>Good evening Virgin,<br /><br /></p> <p>This morning around 09:00 while I was busy using ABS machine inside the circuit, I was approached very directly by one of your younger staff members and asked if I am doing whole circuit or not. I was obviously surprised and caught in the middle of my exercise but I responded with "no", so your staff member asked me to make some space for the other people (apparently mostly older people) doing the circuit. A bit confused as my exercise was interrupted, I stood up and followed him to the other side of the club where I was told I can use other ABS machines. Now, I can't say that your staff member rude but his approach was definitely not appropriate and professional as he could at very least wait until I was done with my routine and then tell me discreetly whatever he wanted to tell me. Also after I left machine, there were at least dozen people (including the older) using only 1 machine inside the circuit and I didn't see that anyone was being told the same thing.<br /><br /></p> <p>I've been visiting Virgin clubs for years, doing the same routine and this is the first time I've been told something like this. In addition, if you want to enforce similar rules towards all your member why discriminate and tell only one person? And where is the sign near the circuit or section on your site explaining these rules?<br /><br /></p> <p>I am really not impressed with what happened today and am expecting to get a proper explanation.</p>

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Replies (2)
Virgin Active South Africa
Virgin Active South Africa's reply01 Aug 2016, 09:16
Official

We're so sorry to hear about the experience that you had at our club.

Thank you for giving me a chance to explain our circuit rules, which is also available on our website.

We will certainly look into how the matter was addressed and will get in touch with feedback.

Kind Regards,

Tracy-Lee

IV
Ivan V's update01 Aug 2016, 20:34
Reviewer Update

My complaint has been resolved quickly and efficently.

Thanks Tracy-Lee and Stephane.