Virgin Active
Virgin Active
Brand's performance
6.8
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
0%
Average Response Time
0%
Solution Rate
0%
Average Ratings
23.3%
Customer Retention Rate
33.3%
Category ranking
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Virgin Active - Cooling off period refund

Resolved
7/10
Mark Williams
Mark Williams filed the complaint
27 July 2021
I rejoined Virgin Active on 26/04/2021. My personal circumstances changed 2 days later and I cancelled within the 5 day cooling off period. I have been back to the gym twice, called the call centre at least 6 times. Each person I speak to guarantees that I will be refunded within 2 weeks. I have asked each one to please include me in mails of escalation, but to-date no refund 3 months later. Clearly the management is as useless as the call-centre staff, unless the escalation is in-fact not being completed as promised.
Incident date: 30 April 2021
Mark Williams
Mark Williams rated the brand
4 August 2021

Probably still the best gym around

This complaint was considered resolved.
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