Virgin Active Gym Carlswald — Local services in Gauteng

I am extremely disappointed with my experience at Virgin Active Carlswald. On 4 June 2025, my two phones and a smartwatch were stolen from the club while I was taking a shower, shortly after attending Sello’s Shape session. The theft happened between 17:30 and 18:00.

It’s now been over a month, and management has still not provided me with any meaningful update about the investigation. It took more than two weeks just to get someone to assist me, and the CCTV footage—which could have been crucial in identifying the thief—was allegedly “lost” when I requested it.

The only staff member who has made any effort to keep me updated has been Donald, and even that’s simply because I’ve kept running into him on duty when following up myself. Despite my personal details being taken for the incident report, I have never received any communication or follow-up from the rest of the team.

The lack of empathy, urgency, and transparency from Virgin Active Carlswald has left me completely frustrated and disillusioned. I’m now questioning whether this was purely bad luck or possibly an inside job. At the very least, I expected a gym of Virgin Active’s reputation to handle such a serious incident with care and professionalism. Sadly, this has not been the case.

I hope sharing my experience prompts the club to improve their security measures and customer service—no one deserves to feel unsafe or ignored where they’re supposed to be focusing on their health...

Highly crowded with inconsiderate, messy people. The change rooms are full of dudes walking around naked, no decency or consideration for other members, and the couches in the change rooms are always dirty. Parking area is also super busy. Club members can't seem to grasp the concept of replacing weights after use. 9 times out of 10 there's some scrawny dude with a USN back brace and chicken legs on the incline leg press machine or the squat rack that thinks he can press 300 kg's then quickly realises that it will never happen but does a few quarter reps to look strong, does the walk of shame to the cross fit section where they belong but can't be bothered to put any of the weights back, let alone pick their dignity up off the floor. This goes for the ENTIRE free weight section. You're constantly having to navigate your way through a maze of weights on the floor that members can't be bothered to replace or you can never find the equipment because someone has carried it to the to the machine section. The fact that the staff have to clean up after club members and replace weights all day long is frankly quite...

I am a member at the Carlswald club in Midrand and due to a technical issue I had qualified for a refund on one month of my membership fee. The refund was processed on the 4th of March and I was told that it will take 6-8 days to process as a favour to me because of the urgency.

Today is the 30th and I have not yet received my refund despite being assured that it will be done and being told that the lady in charge of administration will contact me, to this day I have not spoken to this useless individual.

I am extremely furious at this point by the level of incompetency, lack of communication and professionalism. I am truly considering cancelling my membership because of the terrible service I have received because this is unacceptable. As far as I am concerned, this individual who is in charge of the matter is not worth the pen she...