Virgin active Newmarket is the worst gym. Do not recommend anyone joining who us new to the gym life.

I have never been a gym goer however having this nice, well equipped gym near my home, my husband and I decided to start a gyming journey.

This has so far been the worst experience ever! I DO NOT and at this very moment WILL NOT ever refer anyone or recommend anyone to Virgin Active New Market.

Firstly I was approached by a sales representative to sign a contract etc, this took a while as I was activating my discovery vitality. She was more than patient, however, when the process started it was a disastrous mess!! The contract was eventually drawn up on the 28 September 2021. This sales representative, Princess, had almost no idea what she was saying or doing. My contract was a mess as she didn't even activate the cards given to us on the day of the contract. She told us we would qualify for a free full body assessment, (which we were later told was not the right information and that we do not get a free full body assessment.) She then proceeded to make an appointment for me to have a body assessment done on the 01 October 2021. After confirming the time 12h30, without any other information about what it would entail, I arrived after work on time for the appointment with a guy named Lethabo. Only for Lethabo to tell me that I would have needed to be in full gym gear which I obviously was not. Therefore I could not do the assessment (nevermind them still not informing me that there is no such assessment) Lethabo made another arrangement for us to meet up on the following Monday morning at 07h30. I then also confirmed (infront of Lethabo) for the appointment made later that evening for my husband's full body assessment. Obviously already annoyed I confirmed if there was anything else we needed to know about this assessment so that this misunderstanding doesn't reoccur. I confirmed with Princess for 18h30 that night and my husband would come in gym gear. Princess confirmed that Lethabo was not the one to assist my husband but Nhlanhla would. 18h30 that evening my husband arrived for his assessment. Only to find out that Princess had left, Noone knew anything about the assessment and that Nhlanhla was in actual fact the manager who was definitely not going to be doing any assessment. This all occurred on the 01 October 2021.

This has been the most annoying gym journey! I did not think that joining such a well known gym would cause this much frustration and stress.

Monday the 05 October 2021 I arrive at the gym at 7h20 ready in gym gear for my assessment with Lethabo. He does not show up. Princess had no idea where he is. Noone can assist me.

A personal trainer, Elaine, who had an opening in the week offered to assist me on Tuesday, 06 October. I arrived on Tuesday only for her to explain to me about the fact that there is no such as the free full body assessment and all she is going to do is show me around and do an hour exercise with me to show me things I can do to workout. In that week I did two 1 hour sessions with Elaine one on the Tuesday and the last one on the Friday. She said I would receive a 30 day program from virgin active, which I have still not received. Virgin Active has still (till today) not contacted my husband with regards to someone showing him the machines and doing the 2 free sessions with him so that he can learn how to gym and how to use the equipment without causing any injury or harm to his body.

Both of us have NEVER been to a gym or had gym contracts. We do not know the machines and equipment etc. All of this was told to the sales representative (Princess) who continued to give false hope that we would receive the necessary assistance when we joined the gym.

I have written complaints about these incidences and still nothing has been done about this.

Tonight, yet another frustration, we take our son to vclub only to be told they closing at 7pm. Fine. Then I asked can he just sit with us if we gym and the lady said it would not be a problem as long as he does not use the equipment or machines which I agreed too. When he walked up with me I was then stopped and told that my son was not allowed anywhere in the gym other than the vclub. So EVERYONE tells you a different story.

Please bare in mind that the manager Nhlanhla has been present at all incidences however has never confronted myself or my husband to assist in the matters. Just stands a distance away and tells the other employees to talk to us.

This has been the biggest mistake ever, joining such a horrible, unhelpful, *********** gym.