Fabio G

Poor customer service. Misleading adverti*****ts on memberships.

I checked online for my closest club and once I found it (Cannon Street/Walbrook) I explored the memberships and they were offering 2 months free on a 12 months contract so I decided to sign up. I contacted the customer service via chat and after a long waiting time, Brandy got back to me asking me to provide my details ans someone from the selling team would have contacted me shortly after. Before I provided my personal details I literally asked him: "Can you confirm that's 2 months free on a 12 months membership club+?" and he replied: " Yes that's correct, it's 2 months free". So I decided to go ahead and after less than 5 minutes a sales representative contacted me to set up the membership online but she offered me only 1 month free on the 12 months contract. I explained to her that on the website they were advertising 2 months free on that specific club and also he's colleague Brandy just confirmed that to me via chat (screenshots provided). She then put me on hold to speak to her colleague Brandy and after almost 10 mins of waiting she got back to me saying that unfortunately his colleague made a mistake and they could not offer that promotion any longer because it was expired 2 days before my request. I made her notice that the official website of Virgin Active was showing 2 months free on that membership and also his colleague confirmed. That's not a mistake, those are deliberately misleading advertising (not even sure if that's legal). Long story short she apologised and said that they could not and will not honor the deal. Very unprofessional , even considering I had been member of their club in the past.