Virgin Active South Africa review: Theft on virgin active premises

I am writing to request further assistance regarding an incident that occurred on Monday afternoon, approximately 12:30 - 1:30.

I discovered that my black Converse shoes (valued at R1,100) were stolen from the locker room during my workout. I spoke with your staff, who were very helpful, and they reviewed the CCTV footage. The footage confirmed that I arrived wearing my Converse, but I did not leave with them. Instead, I left wearing my gym shoes, as I usually do.

I requested to review the footage to see who entered or exited the locker area during the time I was there (approximately 30–60 minutes), but I was told that no further assistance could be provided.

Given the value of the shoes and the fact that this occurred on your premises, I kindly request:

A more thorough review of CCTV footage during the time window I was training.

Any possible next steps or advice on how I can proceed to recover my stolen property, or assistance with Reimbursement.

I do understand you have a no responsibility for reimbursement of stolen items policy; however, this is the third time items have been stolen from my bag, with this being the biggest item. Virgin Active is perceived and marketed as a safe and premium gym; however, I beg to differ after my experience and concluded that Virgin Active offers a false sense of security. After my experience, I read Virgin Active reviews in hopes that Virgin Active offers support for its members in some way, only to find no support provided and a lot of complaints from other members. This is a loyalty issue for us who are yearlong members. Additionally, I read that this is a general issue at Virgin Active and saw an alarming number of reviews I have since read from other members who have experienced theft on Virgin Active premises (even allegedly involving staff). Thus, this is a recurring concern for members' safety. The lockers outside (under surveillance) are limited and more often than not fully occupied. Virgin Active argues for using those lockers for safety however, there aren't even enough for all members. Theft does take place everywhere, but being told there's nothing they can do reflects very poorly on Virgin Active's level of caring and commitment to protecting members (especially after seeing how common theft is at Virgin Active and how aware Virgin Active is of this issue). I have been at Virgin Active for years, and this lack of effort makes me seriously consider moving to another gym since I've read about better support and reimbursement at competing gyms. I want to clarify that the staff were excellent during the incident and helped me review CCTV; however, this is a reflection of Virgin Active itself and its policies restricting support. 
I would really appreciate your support in resolving this matter. Please let me know if there is a process for filing a formal incident report or if additional details from my side are needed. Your response and commitment to this incident will determine whether I continue being a member or not due to the recurrence of these types of situations. 

Thank you for your time and assistance. I look forward to hearing back from you soon.