Reply from Fitness Superstore
[REPLY]
- Reviews (426)
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- Amran Malik
- Luton, GB
- 1 Review
Poor Customer Service, No Managers to help,Don't buy from them!!!!!!!!!!!
I ordered a Treadmill worth £500 online on the 24th April 2013. Its 14th May, I still have not received it, yet. I have called their "so called customer service" that consist of two ladies that give differing information "10 times". No-one in the company knows where my order is. Three weeks later still no product and £500 pound has gone from my account. I feel robbed... My advice to all who are reading this review don't use this company and go through what i have gone through. There are many other companies that appreciate customers and give good service.
- Dr P Samarakoon
- 1 Review
Good equipment+ poor service (take my money and pass the buck!)
Bought a Table Tennis table on their web site. Then started my experience with poor customer service. I was anticipating problems with the delivery so contacted Fitness Superstore customer care and explained that I have had problems with deliveries because my post code is new and just wanted to ask that the delivery contact us for directions. I was told the "the order has been passed on to supplier" and " the delivery company would be contacting me the day before delivery". Immediately I realised that the order has been passed from contractor to subcontractor(supplier) to the second subcontractor for delivery and all I could do was to hope that thing will go right. No one contacted me until 5 pm the day before delivery, when I phoned Fitness Superstore customer service I was told that the "supplier's customer service was now closed for the day but the gave me their contact number. However, I contacted the "supplier's "number and left a message about my concerns. Then I get a text message from a no reply number at 5.30 pm confirming delivery next day.
Next day I get a call it goes off before I could answer. I ring back and (the delivery company) does not pick up several calls. Eventually I contact the delivery company and the delivery is rescheduled and finally arrives 3-4 weeks after the order was placed. To my surprise the "supplier" (I left message on their phone) calls me the evening the delivery was missed "to discuss delivery" unaware the delivery was that day. Well done Fitness Superstore and their subcontractors- take my money and pass the buck! Good equipment however.
- Dr P Kadam
- 1 Review
- Richard
- 2 Reviews
Very knowledgeable staff and good choice for a variety of budgets.
I had a budget for a rowing machine and managed to get something better than I thought by buying one of their ex demos. It came with warranty and was in good condition so I am very satisfied. I have purchased other items before and have never had any reason to complain. I would and have recommended the FS to friends and they have also purchased items so there is no reason to consider going anywhere else for my fitness equipment.
- Mrs P Patel
- 1 Review
PRODUCT ARRIVED DAMAGED
MY TREADMILL ARRIVED DAMAGED AND THE CUSTOMER CARE HAS BEEN TERRIBLE. JOHNSONS HAVE BEEN MESSING ME ABOUT WITH ENGINEERS AND HAVE TAKEN TIME OF MY WORK TO FIND OUT PARTS HAVE NOT ARRIVED.
Reply from Bodypower Sports Plc
Thank you for your review today.
On the day of the reported issue a request was immediately submitted to our service team who organised a repair with a local engineer team. In addition to this the required part was delivered to the engineer in preparation for the visit. Unfortunately despite their repeated efforts they were not able gain agreement from you to fix an appointment date to complete the repair. This was due to your busy schedule which we fully understand. However, a repair date could not be finalised.
Following this you then stated that you will would not continue to liaise with the allocated local engineer company and in direct response to that instruction our service team made the appropriate arrangements for a new engineer team to complete the repair for you. In addition to this the required part has been despatched for delivery to the new team; again in preparation for the visit. When it arrives the engineer will contact you accordingly to make an appointment and resolve the matter.
We are very sorry to hear of your recent experiences with your purchase and please be assured that we take our customer feedback very seriously. Based upon our records we are confident that every effort has been made to resolve the issue and we sincerely hope that you can now provide a suitable appointment date with our colleague at your very earliest convenience.
Kind regards
Fitness Superstore
- Sean Kaiser
- 1 Review
Quality Company and even better Customer Service
I've been looking for some rotating push up handles for some time but didn't know which ones to get. After speaking to a girl on the phone she gave me great advice and was very patient with all my questions. The price was great and cant wait to get started.
Awesome company
- TheNim
- 1 Review
Worth the Weight!!!!
Ordered in January and had arranged for it to be picked up from Northampton and brought to south of France. Sadly the courrier had an accident on the way north through France and I had to wait until late March to get my rowing machine. But it was worth the wait and now the weight comes off ;-)
Throughout the purchase process I had a number of questions due to having it sent to France and sales staff were excellent.
Bravo !!
- Sara Louise Fynn
- Staines, GB
- 1 Review
Just Lovely!
I had a little trouble with another retailer taking my money and then informing me the items I had ordered were out of stock for 6-8 weeks, so I got a refund from them and happened upon Fitness Superstore in my search for a replacement. I initially emailed to inquire about the stock availability of a few items, and received a reply nice and quickly from a fella called Chris. The items I was interested in were all in stock, and for being a first time customer he gave me £30 off my order. I called to make the order on Saturday (6th) afternoon and everything arrived nice and early this morning (Wednesday 10th). I got a call from the delivery driver 20 mins before delivery and he was very helpful in placing the pallet as close to my garage as possible. I have just finished putting everything together and it is all perfect =]
The customer service I received was second to none, both through email and telephone. I didn't get to speak to the man who sorted everything out through email for me, but the guy who took my order over the phone was very helpful and friendly. I will be shopping here again =]
- Timothy
- 1 Review
first rate service
Luckily perhaps the shop wasn't too busy at the time of my visit and so I was able to have the uninterrupted attention of an assistant for 45 mins or so. He was very well informed and I felt a lot of trust in his advice. I took away an exercise bike and I'm very satisfied with the choice. I had previously purchased a rower on line and I'm similarly very satisfied with that. I intend to get more fitness gear and I expect to buy from FS.
I do recommend an actual visit if possible - I found it hard to assess gear online. I had spent forever researching the rower.
- Rose
- 1 Review
Straightfoward transation, No hard sell, Truthful pleasant salesman.
Drove down to Northampton showroom was so easy to get to with plenty of parking. Was allowed to look around at the equipment and try, which is why I had driven the fifty odd miles to get there. The salesman didn't bother me but was there when I needed advice. All round great experience. Brought bike home with me.
- Richard Lucas
- 1 Review
How to get two XF40's for the price of one
The sales staff are great - knowledgeable about the equipment and the brands.
The after-sales is where it starts to go wrong and only because they fail to communicate back to the client, even when they are working for you. It really wouldn't take a lot to fix.
We bought a Vision XF-40 eliptical trainer and it was immediately apparent after assembly that there was loud clonk coming from within the main housing. We phoned Fitness Superstore's after-sales line. Didn't hear anything from them, so we phoned the Vision helpline (Johnson Health Tech UK) who arranged for an engineer to visit within a few days. He turned up in the middle of the worse March snow storm we've seen for a while, but was unable to fix the problem. So I 'rejected' the machine and requested a new one.
A new one was delivered a week later, but it was TF-40, a treadmill. So we turned it away. And notified Fitness Superstore and Johnsons.
A week later, another delivery, this time the correct goods. But collection of the old one had not been organised, so we have two of these large exercise machines. Laugh, my wife almost cried.
And not not even phone call or email from Fitness Superstore. I'd like to know how they are going to make this good. I'd suggest a set of Passport USB sticks.
- Mrs Elizabeth Ogden
- 1 Review
Don't laugh it isn't funny
I bought a Nordic Track E7.2 and was really looking forward to using it. I have used an elliptical trainer for 6 years and think they are great. I am currently recovering from back surgery and, as a result of my back problems, don't feel my left foot/leg.
On the first occasion I used the trainer I thought it was me when the left 'foot' came of its track and landed on the floor. Instinctively I grabbed hold of the trainer causing bruising to my right arm. I put the 'foot' back onto the track and left it.
Sadly this became a regular occurance, for no reason the left 'foot' would without warning fly off the track. I contacted Fitness Superstore and the person who answered the phone thought it really fully that I had fallen off it. I was quickly passed to Nordic Track who, luckily kept a record of the call, gave me guidance on how to rectify this.
Sadly everything Nordic Track suggested has failed and it even does this 'coming off the track' to my husband too. When I rang Fitness Superstore they had no record of my complaint, thank goodness Nordic Track did. Tomorrow a new E7.2 arrives and I can only hope it works as customer services at Fitness Superstore has been incredibly poor.
- Gemma Parkin
- 1 Review
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- Sue Gilbert
- Liskeard, GB
- 2 Reviews
Terrible after care
Brought a Bremshey Vibration plate costing £600 on 26/5/2010 had it replaced by a brand new machine on 11/8/2011, used 10 times still has plastic on and have now been told new machines dont start with a new warranty and mine is out , what a complete joke when i was told new machine had 3 years parts and labour and a Lifetime warranty for the frame.
Reply from Bodypower Sports Plc
Please be assured that Fitness Superstore have done all we can to assist in this matter but unfortunately the Vibration plate is outside the manufacturer’s warranty period.
Kind Regards
Fitness Superstore
- neal brown
- 1 Review
super. store
Exerlent service 10 out of 10 the staff are great they no there stuff, you won't go wrong shopping hear.
- Mr P J MEECHAN
- 1 Review
poor after sales
Great at selling products. But found after sales poor.
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- Darren Bramley
- 1 Review
Del Boy Trotter has more integrity
Ordered this machine in Dec 2012. Delivery drivers wanted to just dump in the garage, rather than move through the house, it took a call to the sales person to get them to deliver further. On assembly, console was faulty, fitness-superstore didn't want to know, but referred to 3rd party support. 3rd party support found other faults, booked visit with 4th tier engineer. Engineer didn't turn up when requested. Its now the end of March 2013, I've just asked for a full refund and collection. Customer Service refuse to give out anything but their 1st name and repeatedly state that they have no record of previous contacts.
I wouldn't trust these people to clean my shoes.
- WEBBY
- 2 Reviews
excellent
I bought a few items and found the staff to be very friendly and helpful, you can see and test most of the items in the large showroom. I will definately use again in the future.
- Jim Barlow
- 1 Review
No hard sell just knowledgeable people selling quality products. We will make this our first point of call for gym equipment
Did not know about this company & find it by chance on the Internet. We went to the Northampton warehouse - fantastic, so many items of equipment. No hard sell just knowledgeable people selling quality equipment. Had our cross trainer a month & no issues. We will definitely go here first for gym equipment - looking at a spin bike next
- Mr D McNicol
- 2 Reviews
Treadmill broke down after 90 minutes, terrible customer care by store and NordicTrack wih little consideration given to the customer and little ability to coordinate a replacement,
Bought a NordicTrack treadmill, paid for installation, which tool forever to get organised. The treadmill broke down after 90 minutes! It took 1 month and at least 4 hours and 20+ emails and 2 days off work waiting to get a replacement, which unsurprisingly they botched up delivery.
Would not even consider to use them again, the customer care is poor and it is obvious they really don't care with insincere apologies and little effort to make things right . I have never reviewed an item before but felt so strongly that's I felt others should be aware .
- Gill Robinson
- 1 Review
Great personal service with excellent advice and quality equipment
We wanted to buy a spin bike. The information we were given allowed us to buy the right product to suit our budget. There was no hard sell, just knowledgable friendly staff. The service was excellent. We were able to take the equipment with us, although delivery would have been free, if it hadn't fitted in the car. Would definitely recommend to friends and return to buy either in person or via the website.
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- William Medland
- Bristol, GB
- 2 Reviews
DO NOT GO ANYWHERE ELSE!
If you want good friendly advise and value for money i would highly recommend Fitness- superstore. I bought a Nordic Track Cross Trainer, E9 ZL as recommended by Chris on the sales team, it arrived on the correct day and was better than described on the website. I also ordered a floor mat and when i questioned if the one i chose was big enough i was given a free upgrade to a bigger mat. First class service, and a very good machine, as good as the one in the Gym.
It took me 2 hrs to assemble and was not difficult.
Shop with these guys, you will not be dissapointed.
- Mark
- 1 Review
Excellent customer service -genuinely interested in trying to provide a good service
i went to the store to purchase some dumbells and the salesman was really helpful and sold me what was most cost effective and suitable and didnt try to sell me more than i needed.
- Michel Smith
- 1 Review
Good value for money
Very happy with my cross trainer glad I paid the extra for the installation, wouldve taking me a week to put together the guys took less than an hour and tidied up which was nice. Got more than I paid for my friends can't believe it.
- Mr M D Eddowes
- 1 Review
Great Service Thanks alot
Found Fitness Superstore on the web, visited site in Surrey for a demo of products, ordered on line and the machine was delivered within 3 days - Fantastic would recommend and use again.
- Mr L C Cannatella
- 1 Review
Excellent,
All good, I Did not have any problem's, delivery was on time
- Mrs Shelly Knowles
- 1 Review
A Curates Egg - but more bad than good!
I was looking for some exercise equipment after spinal surgery. My husband, having passed by your Tonbridge store before Christmas 2012 and being impressed by it, suggested we visit, which we did before New Year. Unfortunately it's quite a long car journey from Croydon and by the time we arrived I needed the toilet. The shop staff were less than helpful, refusing me access to the staff toilet (there being no public toilet in the shop) on the grounds of health and safety. I was directed to find a public toilet in the nearby shopping centre, it a town where I had never been before. Not surprisingly I did not return to the shop.
Later, having found no comparable supplier nearby, we decided to visit your Victoria store. The staff were offhand and very unhelpful, apparently being preoccupied with telephone calls. We were eventually able to pick some equipment which suited, and ordered and paid for the same (a sum well into four figures!) The Company would contact us to arrange a delivery date within two weeks, we were told.
I wish!
The delivery deadline came and went and we were not contacted. We had to make a number of chase-up telephone calls before a delivery date could be arranged.
Now the only good bit of the deal. Once the delivery date had been agreed the delivery crew were on time; they phoned in advance to confirm that they were coming; they were in every way amenable and they installed the equipment swiftly and with the minimum of fuss and disruption.
So it would appear that the Indians are working well, but the Chiefs not so.
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- Daren Butler
- 2 Reviews
Reebok T4.5iwm Treadmill - Excellent Price - Attentive After-Sales Service
After weeks of careful consideration, I decided to purchase the Reebok treadmill and found Fitness-Superstore had the best price so I ordered it online.
I called the delivery company to ask for a Saturday, 2 man delivery and they arranged it no problem. I expected to pay extra but was delighted to find out it was all included in the price of the treadmill. On the Friday, they called me with a 3-hour time slot and then arrived at the start of the times stated. The delivery men were very friendly and helpful and took the treadmill into the room where I wanted it. Excellent delivery company!
It is an excellent treadmill, rugged build quality and quiet in use.
I had a few questions regarding the warranty and extended warranty so liased with Fitness-Superstore via email. I found Angela to be very helpful and efficient as she confirmed with Reebok directly that I did indeed have a manufacturers 3 year warranty. I also purchased the additional year's warranty which came with a free gift! Extra peace of mind.
I wouldn't hesitate to recommend Fitness-Superstore to anybody wishing to buy fitness equipment and found their staff to be friendly, helpful and efficient at all times - even after I had made my purchase. How refreshing it is to get good old-fashioned customer care!
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- Kyle Harris
- Gateshead, GB
- 1 Review
crap
no communication,
terrible service
slow dispatch times
still no reply to any emails
i know the exchange has been received as it has been signed for.
no communication at all
i will have to use credit card company to get money back and complain to trading standards.
they've forgotten who pays the bills.
Steer clear of the idiots at fitness first.
- Miss Jo Stokes
- 1 Review
Very happy!
Great service, friendly and efficient, even happy to price match. Would definitely u them again and recommend.
- Mr G Simpson
- 1 Review
Top Dollar!
I bought the Reebok T4.5 IWM Performance Treadmill and it really is Top Dollar.
This shopping experience is perfect! everything you could need with friendly staff, excellent honest reviews to make your own judgment and excellent prices... the cheapest around!
The best bit is through the delivery you get contacted with updates on your order so you know when and how it will be delivered.
If your buying any fitness equipment you'd be daft to not buy from here.
- Ms Juanita Mendes
- 1 Review
Excellent
Sales was very friendly and knew what he was talking about. Delivery people kept you informed of it's delivery and times.
- Mr P Pomroy
- 1 Review
Great service and outstanding value !
Very professional and experienced sales staff. They gave great advice and were extremely helpful. They were also flexible on the price we paid - giving a discount for the size of the order which was nice. The delivery was on time with no fuss.
- Mr A Taylor
- 1 Review
Absolutely no issues
The entire purchase, payment and delivery process was faultless - thank you!
- Mrs A E Grace
- 1 Review
Absolutely appalling and rude customer service operatives
Had to telephone three times in order to get any type of customer service, after my goods had not arrived 1 month after ordering (despite the full payment going out of my account the day after ordering), and first customer service person hung up on me.
It was recorded that I was telephoned on two occasions, but no calls - or missed calls - were received, and when I questioned this, I was told that 'we are not in the business of lying', presumably the inference being that it was I that was lying!!
Finally, the date organised for the delivery of the goods could not be honoured, because the goods were out of stock, but on the website they were in stock. I was told the website must be incorrect. Who knew?
Reply from Bodypower Sports Plc
Thank you for your feedback on your recent purchase with us.
We send these items direct from the supplier and on the rare occasion they are out of stock we get confirmation straight back so that we can give you a call and advise. For some reason this did not happen on this occasion. The first time we were aware of the item not being delivered to yourself was when you called in on the 22nd December. Unfortunately the supplier of these tables had shut for Christmas so we were unable to give them a call and get the necessary details. This was clearly a communication error for which we can only apologise.
In regards to the bad customer service we would very much like to know if you felt this came from the supplier of the tables or our telephone representatives. Good customer service is an essential part of our business and its important we highlight any areas that this has not been met. Looking at the notes in your order would suggest you have potentially received some bad customer service after calling the supplier. If this is the case then we would like to apologise on behalf of them as it does not reflect well on us.
We have requested further details from the supplier on this matter so we can firstly get a better understanding of what happened and secondly make sure this does not happen again.
Please again accept our deepest apologies for this communication error.
Kind Regards
Fitness Superstore
- Mrs F Scrimgeour
- 1 Review
Great bike, great price, prompt delivery, great service!
I have bought a treadmill and now an exercise bike from Fitness Superstore. I simply cannot fault their service and products!
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- David Robinson
- 1 Review
From Bad to Worse, to "I'm lost for words"
The sales staff are unaware of basic consumer rights and consequently I dread to think how many people are suffering! Having spent a fortune on a Christmas present, it turned out to be broken. The sales people said it was a "warrantee" issue - er no! It took emails/calls/faxes etc for them to agree to a replacement, which turned out to be also broken - in the same place! Both items (very large and heavy) cluttered up my house for days! Eventually picked up and 2 weeks later I am still waiting for my money back! No one calls back even though they promise. I did receive a call eventually (before they agreed to a refund) from a lovely sounding Nicola who genuinely wanted to rectify the situation. Sadly, things have gone from bad to worse as I am still owned money! I feel sorry for people working in this business as clearly the management structures are terrible. I wrote to their MD - not even the courtesy of a reply. Contrast this with a complaint I made 10 years ago to a major UK brand, when I received a phone call from the MD and owner of the business (and I still have his mobile number, but have never had cause to complain again) I digress! Anyway, it is an outrage that they are hanging on to my money. I knew I should have followed my gut instinct and bought at John Lewis.
I have just read other reviews regarding trying to obtain refunds. I am now extremely concerned. I simply can't afford to wait around for my money as I have bills to pay.
Reply from Bodypower Sports Plc
Firstly, we would like to apologise for the delay in collecting and refunding your damaged NordicTrack C7zl exercise bike. Unfortunately this unacceptable delay has been caused by NordicTrack, not speedily communicating the collection of the faulty goods to our admin team, which is required to generate a prompt refund to your credit card.
We have today left a message on your answer machine requesting additional credit card details for processing the refund (we are open until 4pm on Sunday). We hope you can accept our sincerest apologies for the unfortunate & unacceptable events that have unfolded with your order, this is certainly not a reflection of our normal service levels, which are unually very high.
Kind Regards
Fitness Superstore
- Mrs M Sarsfield-Hall
- 1 Review
A very good all round experience, except we are no longer round!!
Very friendly customer service, Best price. Delivery slightly longer than hoped - but it was Christmas period. Very greatful for the intiallation and set up provided. Love our treadmill used- daily by our household.
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- Chris Hobson
- Manchester, GB
- 1 Review
Amazing service, prices and quality products.
I recently placed my first order with this company online. They swiftly got back to me with two issues. I called the number i was advised to and ended up speaking to one of your representatives called Natalie, I believe she works at the Leeds store. Natalie walked me through the problems and helped me resolve them quickly and easily. I was advised of alternative products i could have within my budget which are equal or better than the item i ordered which is out of stock. I had an email straight away confirming my new order and delivery details. It put my mind at rest as shopping online can sometimes be a gamble. I would recommend this company for anyone looking at purchasing fitness equipment.
Thanks for your help and i look forward to getting my order.
- Ms J Dollinger
- 1 Review
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Details
About Fitness Superstore
Founded in 1994, Fitness Superstore is the largest supplier of specialist Fitness Equipment in the UK. Our gross turnover for 2010 was in excess of £22 million and continues to grow because we offer the best branded products at the most competitive prices, with a resolute customer-first approach. We can also offer exclusive access to popular US fitness brands like Body-Solid, Vectra, Powertec and Octane Fitness, which have won numerous "best buy" awards for their quality and performance.
Visit Fitness Superstore
Contact information
NN38RJ Northampton
United Kingdom
Category
Fitness Superstore is ranked 33 out of 64 in the category Categories Health & Wellbeing Fitness & Nutrition
