Empty Promises from Virgin Active Sandton

I signed up two months ago for both me and my partner where we were promised gym bags on signing up, which im still waiting for I've called the customer care centre a several times no assistance worse now the sales person who assisted me is no longer answering my messages, im really dissapointed i know its just gym bags but dont promise your clients things that can not be offered to them, we are struggling to go to gym because we ddnt buy any gym bags since we need to get ours from Virgin Active Sandton