Unfair and Frustrating Customer Service (Virgin Active - Kyalami)

I am utterly appalled by the poor customer service I experienced from Virgin Active (Kyalami Corner). Since this is a recurring occurrence that seems to going unaddressed, I have been forced to speak out for the sake of other disgruntled and frustrated Virgin Active clients like myself. Being a faithful gym goer and being "rewarded" for meeting weekly goals and consistent gym visits, you are given the option of choosing a reward (one being a smoothie og choice from either Kauai or Nu ). For over a year now, I have been choosing a smoothie of choice and been allowed to claim it from the gym in question. However, since a week ago ( the last occasion being the 18 September at around 8h30) I was disgusted by the dismissive and rude treatment I received from the Virgin Active (Kyalami Corner) by a virgin active staff member (Lizwi). After explaining and showing him that I have a voucher to redeem a smoothie from Nu, he proceeded to tell me that I am not allowed to come through (since I am a member of Waterfall Virgin Active). I explained that this is the closest Nu branch in my vicinity and that I have been collecting my Nu smoothies here for a while, he still remained adamant. To add insult to injury, when I asked to speak to a manager, he stated that he was the manager on duty. What is worse, is that we have a clear sign out at Waterfall gym stating that while the mens and womens saunas are being repaired, we are free to visit any other club to compensate for the inconvenience.

I find it utterly frustrating and unfair that Virgin Active clients / customers have to be treated like "convicts" when they simply want to redeem a smoothie from the branch in question. Yet, when there are frequent power or water cuts (let alone club repairs) being affected, the customer/client is kindly asked to accommodate and find another club to attend.

Also why give the member a choice in the first place, if you want to limit the rewards to the specific club (Kauai or Nu) that the member trains at. This is terribly frustrating and inconsiderate on the path of Virgin Active.