I've been a loyal member for years, visiting the gym frequently. Recently, after a refurbishment, the monthly fee increased, and I didn't receive any notification. The receptionist assured me that if I re-signed for another 12 months, they could slightly reduce the increase and refund me £10. Later, I was told I wouldn't receive the refund because an email was sent to me. This is the most appalling customer service I've encountered. For the sake of £10, they are willing to lose a long-term customer! I'm utterly shocked.
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