No welcome gift when signing at Virgin Active Lenasia

My wife signed up at Virgin Active Lenasia on the 15th May. We were signed up by Cherity.

She was kind but as a new client she recieved no welcome pack welcoming her to the Virgin Active Family eg water bottle or gift.

Alot of money is paid but as a person joining a gym she didn't feel welcome to the family.

We will review the service but we are off to a bad start