Fitness Superstore reviews

Absolute rubbish service

After waiting over two months for my kettle bell (why do they not put on the website if a product is not in stock) I found the disk on how to use the product was warped Hmmmm well it would be with a 20lb weight on top of it. Anyway I have contacted the sales team 3 times now and get the "we are dealing with you message and will get back to you" reply. Another two months on and youve guessed it nothing Fitness Superstore are useless and my mission now is to put reviews on any forum and review website to tell the world how incompetant they are. I advise people to avoid this Mickey Mouse outfit like the plague

Super service, great price, smart people

Bought a cross trainer and having travelled quite a way to the showroom was concerned that not much help would be available. However, was delighted to be treated so well by a clearly well informed and sports oriented person - they took loads of time for us to try out various machines, no hard sell for any particular brand, and really took the time to find the right machine for us - and then gave a great deal on the price with an on the spot discount to beat Internet pricing. A fantastic experience and well recommended.

Great item and good service

Really happy with my cross trainer, was the cheapest price I could find on the net. Called the London store as site didn't have stock. Spoke to someone who gave me all the details and took payment. Item was delivered early, but received a mail to let me know. All in all very happy and I would use them again.

Delivered as expected the date I choose.

Table tennis delivered swiftly the day I've chosen. No bad surprise.

excellent -especially Jonathan very helpful

Excellent very helpful

Very helpful on the phone>

Spoke to Mike at the Newcastle shop as this was the nearest store. Couldn't have been more helpful in trying to sort out getting the item I needed for my sons Christmas. Would definitely use them again. My family live in Newcastle and have recommended they use Fitness Superstore.

Taking payment for items that are not in stock.

I ordered a Nordictrack elliptical trainer and the money was taken from my account. However, I received a mail the next morning informing me that the item was not in stock and to call customer services for further information.

As instructed, I called customer services only to be told that the item would not be in stock for nearly 2 weeks. I asked if the item would definitely be in stock in 2 weeks but was told there was only a 50% chance of this. I requested a refund and was told that this had to be done in writing and that this would take 5 days to complete.

I emailed customer services outlining the problem and asking for someone to contact me regarding the problems I was experiencing, I am still awaiting a response?

I am amazed that companies are allowed to debit funds from your account in full knowledge of the fact that the product they are offering for sale is not in stock, and may not be for some time. I am also amazed that funds can be debited from your bank account immediately, but take 5 days to be returned.

I wish I had ordered the item from Amazon!

Fantastic showroom, very helpful staff

plenty of equipment on display in Gloucester showroom, sales assistant was very friendly, demonstrated the various types of equipment, rang the manufacturer to check stock levels and also discounted the price. What more do you need? Excellent experience, highly recommended

great

knowledgeable staff and delivery and instillation on time

Slow! very slow! Awful online ordering and tracking.

Once we placed an order, there was no way for us to track the progress of our order online. I know that it should be delivered within 5-7 days (it has been 5 days already). This is poor website design, as other companies can show you real time tracking of your order.

There were some minor issues with processing the order: Your delivery address should be exactly the same as the bank card address. Problem was supposedly solved 5 days ago. But I have heard no news since. Customer service does the bare minimum, and it seems that the customer has to be proactive in ensuring that the product gets delivered after making payment.

Great treadmill & manager took time to listen to feedback

Excellent treadmill and knowledgable staff. small issue with manufacturer aftercare (not fitness superstore fault) , which the manager of fitness superstore helped resolve satisfactorily - manager took the time to listen to feedback

1st Class Service.

Hi, I bought an Horizon Treadmill from Fitness Superstore which I had seen on their website.I wasn't quite sure about a few things so rang their customer services and their rep. was so helpful and polite and was ready and able to answer all and any queries I had, I was so impressed and confident that I purchased the treadmill over the phone then and there.The delivery of the item was made within 4- 5 days and the men that delivered were very friendly and helpful too. Brilliant service from start to finish.

Stock / delivery info could be clearer

It wasn't clear when I ordered a WaterRower that it would be on special order - I ended up waiting 3 weeks. Perhaps this would have happened no matter who I ordered from, but Fitness Superstore didn't make it clear either before purchase or afterwards in confirmation emails etc - I had to phone up to find out.

Sara Abrahams found this review useful

Reply from Fitness Superstore

02 April 2012

Dear Ms Tolman

Please may we appologise for the unusual delay in the delivery of your WaterRower. We have spoken to WaterRower to assess the reason for the delay as we had not been made aware of any stock issues on the Walnut model (the Walnut model is sent directly from WaterRower as it is a relatively low volume seller in relation to the Ash model which we do stock).

WaterRower have told us that the model ordered was in stock at time of order on 14th Feb and that they attempted to call you on that day leaving a voice mail. They also said they tried to call on 2 further occasions without any joy in getting hold of you. When you called Simon at WaterRower to chase the delivery of your order, he dispatched it on a next day delivery. I have checked our call records and have no calls from you since the day of the order chasing the delivery or we would have done our upmost to speed up the process.

Kind regards
Fitness Superstore

pleasant to deal with

I have dealt with bodypower sports on more than one occasion. Recently recently visited their chester store to purchasesome protein bags and was served by a friendly sales person.

Terrific service, terrific products, terrific prices

Ordered Nordic cross trainer and multi-gym - customer services chap was greta on the phone, price was fantastic and delivered right on time. Took a while to put everything together - but instructions clear enough !

nice dealing with them

this is the second time i have used fitness-superstore and once again everything went smoothly with my delivery.

VILE CUSTOMER SERVICE!!!!!

Messed about with incorrect parts for weeks and still not received the correct ones. Persistently sent out the same wrong part. Awful!!!

Final straw has now happened and I have requested a refund and the gym be collected from my property. 5 days has passed and despite persitent emails from me they do not have the decency to even reply to me. Terrible.

My advice would be to pay a bit extra and buy your fitness equipment from a better run company. Less hassle and time wasting

Sara Abrahams found this review useful

Reply from Fitness Superstore

29 March 2012

Mr Caithness identified a number of missing and damaged parts upon receipt of his Weider 5500 multi gym. Once the service request had been logged with Weider Customer services department they arranged the parts despatch immediately. Unfortunately, on a number of separate occasions, the parts that Mr Caithness received from Weider CS were incorrect. This was due to an error on their parts management system, whereby the parts required, were both incorrectly labelled and also within an incorrect location in their warehouse. Once this repeated error had become clear to them, the correct parts were identified and despatched to you as a priority. On investigation we have found that there was insufficient communication from Weider Customer Services to Fitness Superstore to keep you fully imformed of the ongoing situation. Weider has contacted you recently and confirmed that all parts had been received. Please accept our sincere appologies for the inconvenience caused by these unfortunate events.

Pleased

Very pleased with exercise bike purchased. Straight forward ordering,
Good communication from company.
Fast delivery though was not in for first one easily rearranged another delivery . Thank you

Very good service and helpful staff

I ordered through the website and subsequently had to contact you by e-mail and telephone and all three forms of contact were well managed and easy to follow. Your staff at the 'other end of the 'phone' were polite and helpful.

I have no complaints and if I need to purchase any sports equipment in the future I shall certainly have you as my first choice.

Perfect!

I chose to puchase a rowing machine from the Fitness Superstore because it was the cheapest price I could find and it had convenient delivery options. This company were excellent, a perfect internet company.

I would recommend Fitness Superstore to anyone.

Very good

Very highly recommended. I ordered the cross trainer online with two efit cards. I phoned and the lady I spoke to was very helpful. The cross trainer arrived sooner than I thought and the two cards arrived two days later. Price fantastic! quality second to none and very polite staff. Thanks very much I will use your company again. P.S I am not related to the Directors just in case you think this review is too good to be true!

fantastic treadmill, which is gym quality

We are really happy with our new Nordic Track T 9 folding treadmill .

It was delivered and we put it together in a couple of hours. instruction were easy to follow although the print could be slightly bigger..!

We are having fantastic fun and the iFit cards are great all you need to do is run...!

great piece of kit at good price

I purchased a running machine from the fitness superstore, tried it in their showroom and couldn't believe it was only 599 because it feels like one I use in my local gym. it was delivered about a week later, and took me about an hour to set it up, so all in all im very pleased with purchase

Easy to order and fast delivery

Would recommend for ease of ordering online delivery was fast and equipment as described

Broadly pleased with rowing machine but not with service

I was very pleased with the speed of the delivery of the rowing machine I ordered, and impressed that the company tried twice to deliver it (I was at home on the second occasion). I am also broadly pleased with the rowing machine itself.

However, I was far from impressed with the following:

a) The rowing machine arrived with two important parts missing. This was deeply inconvenient.
b) When i rang Fitness Superstore to request the missing parts, no apology was offered. I was told the parts would be ordered that day and would arrive within 7 to 10 days - this is unsatisfactory as it should have been treated as company error rather than a new order, and despatched urgently. Until the parts arrived I was unable to use the new rowing machine.
c) When i rang back a week later to ask why the parts had not yet been delivered, I was told that the order had not been placed, but that I would receive a phone call later that day to update me.
d) I received no phone call, and when I rang again in the late afternoon I was given the number for Escalade, with whom i placed a new order under warranty, and who sent me the parts straight away (they arrived 2 days later).
e) After using the rowing machine, I discovered that two of the parts attaching the footplate to the rowing machine were faulty, meaning that the footplate became detached after only minor use. Again, i was unable to use the rowing machine. I rang Escalade again and ordered the parts. A week later, they still haven't arrived.
f) I did not receive a proper receipt for the rowing machine - all I have is an email confirmation without the price I paid attached. I am suspicious of whether I could ever use the guarantee without a proper receipt.
g) When I first rang Fitness Superstore to order the missing parts, I asked for a proper receipt to be sent to me, and then received one by email. However, I still have no details whatsoever of the extra warranty I paid for. I was told to check the website for terms and conditions but was unable to find them.

Sara Abrahams found this review useful

good prices, good selection, ok service

I have bought some GBP 5,000-6,000 of equipment and I was only disappointed with the purchase of Concept 2 rower. The machine is brilliant but I was not informed that for some GBP 60 extra I can have a much better monitor (PM4 instead of PM3). When I found out about it one week later, I was refused to exchange the monitor. I think that the sales person should have let me know what my choices were. Instead he was trying to convince me to go for other rowers on which (I know) the company has better margins.

Great service and great product.

Fitness superstore gave me efficient, courteous and reliable service I would recommend to anyone.

Good advice, good price, delivered on time.

Extremely satisfied with cross trainer, Vision Fitness X6100. Sturdy and smooth. Quite heavy so ideally needs 2 people to assemble over about 1-2 hours.

Great range of products, good advice, good service

We had some good advice and lots of help arranging the delivery of our cross trainer. Very professional and knowledgeable advice (we were served by the store manager). Overall, very impressed.

Good quality products - fair price.

Took a few days to arrive but products arrived in excellent condition and are of a high quality.

Totally satisfied customer - will likely use this site again for further purchases.

Good

NEW YEAR is your companies busiest time of the year - give time in lieu to employees?

I ordered a strider over the Xmas period for a new year fitness start. (A phone call was made to my son who is a minor to arrange the date from your staff?) The dates and times were not convenient to me and my husband had to take a day off of work. It took until the 9th of January for the item to be delivered.

The two men that came and installed my strider listened to my concerns and rectified what would have been an annoying problem with the magnets clicking each time the wheel went around.

The price was good.

I'm not grumpy? It's just matter of fact.

reliable and fast service, cheep

will buy again and recommend to friends

Simply Great

Ordered NordicTrack crosstrainer

Does what it says on the box

Good price, delivery when agreed and installed as required.

Always buy online!

I am very disappointed that Fitness Superstore's reply entirely mis-represents the facts. I did not want to personalise my review but I will have to. My emails of 20 January 2012 and 26 January 2012 to Ricky Osborn detailed problems with the transaction. We ordered the Vision machine as we felt rather pressed by Ricky and, on reflection and after having seen the higher spec, and functionality of the Nordic Track range, we wanted to change our minds. Ricky did not show any product knowledge because he did not advise me that a Nordic Track E12 (i.e. a higher spec. then the Costco machine) was available at Fitness Superstore for the £699 that we had to spend with them anyway, because that was the same price as the Vision machine. We completely accept that Fitness Superstore were within their rights to refuse us a refund, our only complaints are that Ricky did not point this out to us at the point of sale and he did not attempt to help us to find another machine. The delivery was not delayed as a result of the change of machine, it was late ON THE DAY. We still spent £699 with Fitness Superstore, so I do hope that they appreciate our custom!!

Sara Abrahams found this review useful

Reply from Fitness Superstore

07 February 2012

Dear Mrs Lynch, Having taken some time to look over your complaint in detail, its difficult to see where Fitness Superstore could have offered you a better service. Having visited the Tunbridge Wells store, tried out and ordered the Vision X6100 cross trainer at £699 (which you liked very much), you subsequentely phoned in (a few days later) to request a refund. As you are on trade premises, where you tried and tested the product before purchase, there is no immediate right to your money back - This is usual with almost all "high street" stores. When our salesperson pressed you, as to the reason for the refund request, you declared you had found a cheaper model in CostCo for £599 (A NordicTrack E11). Although this was a completely different brand & specification, in order to assist you further, we agreed to swap over your purchase to the NordicTrack E12 (the model up from the E11 CostCo model) which you happily agreed to. The delivery delays were due to you changing your mind. With reference to the "third party" carrier "delivery window", this is an approximate "time slot" only, however the delivery did actually take place within one hour of this "time window", which we hope did not cause you too much inconvenience. Our very competitive prices have no reflection on our customer service levels, our sales advisor "went out of his way" to assist you through your purchase - not sure what else we could have done. Please accept our sincere apologies if you feel this was not the case.

Very very disappointed

Exercise bike only worked for 20 minutes. Engineer eventually came out and bike defective. Still waiting for a refund. No reply to emails or phone calls.

Reply from Fitness Superstore

22 February 2012

Dear Mr Pegler

Firstly we would like to apologise for the inconvenience caused to you. We are also pleased to confirm that your bike has now been fixed . Please accept our sincere apologies for any inconvenience caused and we hope you enjoy using you bike.

Kind Regards

Clean store good price

Visited their store in newcastle and was greeted by friendly sales people, who were not pushy, which is good. Spoke to mike and he got me a good price off some gaspsri protein

Happy

Initially had some issues with the purchase but everything was resolved and i am happy now with my purchase. I would recommend this company and if any issues they will resolve it ! 5 stars *****

diabolical, don't use this company, no stars

customer services is awful, didn't deliver, still waiting for a refund a month later. sent the wrong item after 3 complaints, cannot begin to explain the stress i had, am actually thinking of not pushing any further to get my money back as they are so bad, i can't bear to have to phone them, i'd rather lose my money. promised phone calls and emails never arrived, they will say anything to get you off the phone.

Emma Pope and Sara Abrahams found this review useful

Very poor and unprofessional service

I purchased some 3.75kg disc's from the superstore, they had not arrived after 3 weeks of waiting, so i e-mailed them and cancelled my order, i weighted 7 days and had no reply, so i phone up to get the matter resolved. The matter was not resolved and id to phone the store a further 3 times. its now been 5 weeks and only now is the matter resolved (the fault was with the carrier).

I staff did not apologize and wee somewhat ignorant to speak with!

Sara Abrahams found this review useful

Reply from Fitness Superstore

27 February 2012

Please accept our sincere apologies for the delays experienced in receiving your goods. Your goods left us within our usual delivery timescales, Unfortunately these goods were lost by our third party carrier, and due to lack of communication from them, the matter has not been resolved as quickly as it should have been, or within the timeframes set.

As soon as we were formally advised of the lost goods by the carrier, we did offer to send replacements immediately, however your preferred option was a full refund, which has duly been processed. Again, please accept our apologies for any inconvenience caused by our third party carrier.

Once again, we apologise for any inconvenience.

Kind regards
Fitness Superstore