Shocking Customer Service

<p>My colleague and I both joined in March, we were told that there was a special by which we would receive R740 cash back if we joined by certain date. We were told there were great bags filled of goodies we would receive and a complete assessment. We were individually signed up by same consultant, the money was quick to be deducted yet up until tonight my childrens cards had not been activated despite numerous calls/ visits back and forth going through almost every different sales consultant/sales manager and club managers and even then told different stories like the assessment must be paid for , club V for my son was free according to one consultant and then R89 according to another. After many emails with Virgin Head office and club manager i was promised the cards would be sorted sat, my goodie bags sorted and cash back queried. I was horrified tonight when my girls once again were denied access until I eventually got there. It had still not been resolved! The staff at reception promised to sort it out whilst we trained and did that so we left with their cards. However still the rest remains unsettled. I cant believe how shocking the customer service is in providing what was offered by the sales consultant! My one colleague at a different Virgin Active had no problem receiving what was offered yet myself and my other colleague at the same Virgin Active in Sunningdale had the exact same problem. Where is the urgency in resolving customer complaints and keeping happy customers or would Virgin prefer we cancel our membership and go elsewhere that offers better service and gives what they offered? Maybe new sales consultants are needed that know all the correct information to give new customers when signing members up.</p>