I'd like to be clear, the local gym is fantastic and the people there are friendly. They'd get a 5 out of 5.
Apparently, the fastest way to reach Virgin Active is via their webchat, which their automated voice told me. I went through the same options list twice, being told twice I should go to my local gym or use their webchat, which is the fastest way to get through to them (de ja vu anyone?). So, here's my experience of their webchat.
Red (their chatbot) - what's your name?
Me - name given
Red - email address?
Me - email address given
Red - why are contacting us?
Me - Personal Training - Freeze / Cancel
Red - DOB?
Me - DOB given
Red - What do you want to change (Address, bank details, email).
I don't see how any of the options relate to personal training. I went through this 3 times, telling "Red" I wanted to discuss personal training freeze/cancellation, and each time I only get the option to update my personal details.
In January this year I emailed Virgin Active regarding another issue (my gym was closed unexpectedly). It took them TWO months to respond to my email. In their response they did not address my query at all, they apologised for the delay. I do not think a 2 month delay is acceptable.
Again, I would say my local gym is fantastic. When everything works well, Virgin are great. However, it should not be near impossible to contact customer services, that is very bad service in my view.
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We set out to create a health club that’s different from all the rest. We love helping our members to be active. But we’re not uptight or overly serious about it. That’s the way we do things around here. We don’t believe in hidden extras or locked doors either – you can use everything you want to in our clubs.