Virgin Active Moses Mabhida not all it's cracked up to be

I signed up at one of the Collection - Moses Mabhida. I was told tat I would receive the same package as my friend. I was not taken on a tour of the facility, I was not informed about the bicycles outside (she was), I did not get my name on my card (she did), I was not informed about underground parking (she was offered it), I was not given a gift (she received a bag). When I asked about the bag, I was told that she would see what she could do. She never contacted me again, and she is not at the gym when I am, and when I ask for her phone number, reception will not give it to me (which I understand), but then I leave a message which she obviously does not get back to me about. I'm honestly just disappointed.