Frustrated and Disappointed: Virgin Active Carlswald’s Handling of My Theft Incident

I am extremely disappointed with my experience at Virgin Active Carlswald. On 4 June 2025, my two phones and a smar****ch were ****** from the club while I was taking a shower, shortly after attending Sello’s Shape session. The theft happened between 17:30 and 18:00.

It’s now been over a month, and management has still not provided me with any meaningful update about the investigation. It took more than two weeks just to get someone to assist me, and the CCTV footage—which could have been crucial in identifying the *****—was allegedly “lost” when I requested it.

The only staff member who has made any effort to keep me updated has been Donald, and even that’s simply because I’ve kept running into him on duty when following up myself. Despite my personal details being taken for the incident report, I have never received any communication or follow-up from the rest of the team.

The lack of empathy, urgency, and transparency from Virgin Active Carlswald has left me completely frustrated and disillusioned. I’m now questioning whether this was purely bad luck or possibly an inside job. At the very least, I expected a gym of Virgin Active’s reputation to handle such a serious incident with care and professionalism. Sadly, this has not been the case.

I hope sharing my experience prompts the club to improve their security measures and customer service—no one deserves to feel unsafe or ignored where they’re supposed to be focusing on their health and wellness.