GoodLife Fitness review: customer service - manager michael and goodlife staff member pamela

Date: Sept 17, 2019- between 9.25am to 9.35am. I went into Goodlife Millcreek with my Mum who is 68 years old, as usual. There was no one at the front desk, no signage, and no towels available, so I went behind the desk to get a towel, since I have seen other members do so many times and thought no harm in it since no signage or guidance was provided.

Suddenly two Goodlife members came (who had been chatting at the back) and said you're not allowed to go behind the desk. I explained why I did so and told Pamela to do her job, i.e. leave towels out and be at front desk so no one has to go behind the desk. Michael and Pamela were both extremely rude. My mother asked for a towel and Pamela gave her one. Michael took the towel from me and snatched from my mother, who is 68 years old. We posed no threat to anyone and it was a genuine mistake which could have been easily resolved with words. No need to reach and grab from a customer. Michael asked us to apologize for going behind the desk and telling Pamela to do her job. We didn't see the need to apologize and he then asked us to leave the club.

Completely awful customer service which was actually a tall big man BULLYING two South Asian ladies, one of whom is 68 (will be 69 in a few weeks). Complete misuse of power! Disgusting! When I asked for the manager, Michael said, I am the manager, please leave the club. I have been a Goodlife member for 13 years and never been treated in this manner or asked to leave a club for any reason whatsoever. He (and Pamela) should apologize for their disgusting behaviour and lack of any customer service or managerial skills. He should have only used his words and kept his hands off. No need to take/ grab from a customer. Unheard of and not seen before such unprofessional behaviour. We pay our dues and pay for towel service. If someone makes a mistake or does something unknowingly, you don't grab and ask them to leave! You explain, give them their towels and let them workout. That is what the gym is for. Instead we have wasted numerous hours today phoning for help!

Full investigation please and check the CCTV footage from today between 9.25am and 9.35am. Thanks.