Horrible experience

Virgin Active Durbanville club.

In July 2024, I upgraded my membership to premium, during which time there was a promotion that included a gym bag. Marvin informed me that I would need to trial the premium membership for six months before I could receive the gym bag, which meant the due month was December.

Since then, I have left multiple messages at the reception, and sent numerous emails to the head office. The head office assured me that they escalated the matter to the club, but I have yet to receive any communication or resolution from your team.

I must admit, this lack of communication and follow-through does not come as a surprise. When I first joined the club, it took weeks for my information to be entered into the system, and I received no communication during that period. I had to make repeated visits to the club to get my information captured correctly. A similar situation occurred when I upgraded my membership, where I once again had to initiate contact repeatedly to get my details updated in the system.