Virgin Active poor customer service

mrsplinter

Just been to my local Virgin Active for the first time after a while away and left without a workout. For anyone who has not been they don't have lockers you can hire, for instance by paying a pound which your return. You have to use a padlock which, of course, they will sell to you. This annoyed me when I joined as they are an expensive gym and I thought they were just trying to screw more money out of me.

Anyway realised I'd forgotten my padlock today. Went to reception to ask to hire one and they had run out. They offered to sell me another padlock! Asked if I could leave my bag somewhere told I could not due to elf n safety. Although I was told I could do this before. They offered a tiny locker for my valubles, but it was too small. Ended up going home

Rang and complained. I was put through to an anonymous person and explained the story. Listened to a series of justifications and told there was nothing they could do. Then was told I was speaking to reception and would I like to speak to a manager. Said I would and explained the whole story again and added another complaint. Why was I not put through to a manager immediately and not told I was speaking to reception. I could have been complaining about reception. Anyway I did not get anywhere with the manager and he said he would speak to another front of house manager and get back to me. I requested that he respond in writing which really seemed to irritate him. He said he would prefer something more personal like a call. I responded that I am not him, I am a busy person and do not want to be disturbed by a call. This kind of reminds me when companies insist you complain in writing rather than by phone as they think it will discourage you. Feels like the tables have turned a bit. Anyway thought I would vent a little. Now to get ready for a run!