Manager does not get messgaes from clients...where are they going to?

After having contacted Waterstone Virgin active with an original concern that the Manager did clear, I was not happy that he did not get my message to contact me and I contacted the on line link and Shanaaz responded saying that the matter had been sorted, as I did get to speaking to the Manager but should I have any further queries to contact them. After an email and another on line message to Virgin Active HEAD OFFICE stating my concerns , I still have NOT had any response to my query on, how can messages meant for the Manager, not get to him and in fact land up in the hands of the person I was actually concerned about? What is going on??How can this be acceptable??I suggest that a Locked box be placed on the reception desk for the MANAGERS attention ONLY!Numerous other clients are also complaining at the gym, that they do not get any feed back from their complaints that they handed in. This is NOT acceptable and has to stop. NOW! Having not had any response from head office was really the cherry on top. Come on Virgin Active I know you can do better!