I bought a membership online before our trip to England and they never sent the membership card. When we arrived in England and called their customer service number they said that the credit card was denied so they did not issue a membership. True the first time the charge was denied but payment went through the second time. We tried several times to contact by email requesting help and the first time they took a week to respond and after that stopped responding at all. In the end I had to pay for a membership a second time in person so that we could use it on our trip. I am now home and requesting my credit card company to treat the first charge as fraudulent to get my money back. The trust has wonderful properties but their customer service is the worst I've ever dealt with. I suggest that you only buy memberships in person when possible.
