Reply from Powerhouse Fitness
[REPLY]
- Reviews (84)
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- Romin Patel
- London, GB
- 1 Review
Have a think about what you are getting into!
Despite reading many bad reviews I still ordered form Powerhouse fitness. If you are ready to deal with plenty of phone calls then go for it. You will have to be on their back constantly, otherwise I promise you that your purchase will never arrive.
I ordered a power rack 2 and half weeks ago, the product took forever to arrive! I had to make a total of 16 phone calls near my exam period. I had to deal with people who made excuses and some did not even give me their names!
I emailed powerhouse fitness regarding my purchase and they said, “I have informed the carrier, the product will be delivered around 9am – 1pm”. I got my parents to wait all day and no one showed up. I then phoned them up and I demanded for my product to be delivered, I was very angry. Then they promised that it will arrive today, which it did!
My product was in a great condition, and I have no problems with it. However I would think again when it comes to purchasing from powerhouse fitness.
- Rach
- 1 Review
Best choice of treadmills in the UK
Great choice of cardio equipment available, I was easily able to find the treadmill that suited my needs (and budget). Delivery and installation was quick and easy. Would recommend.
- Chan Charles
- 1 Review
Extremely rubbish service and bad experience
I made an order of a rowing machine on 20.03.2013 on line from Powerhouse. Money was immediately taken from my account. I was told I would receive a confirmation email shortly which did not happen. I had to email them to get the confirmation. Despite they advertised on their website that the goods was in stock and would be delivered next day, it never arrived and nothing was heard. I sent a number of emails trying to find out what's happening but could not get a satisfactory reply. I eventually called them on 04.04.2013 and their customer service lady told me that the courier had tried to delivered the goods to me but no one was at home. That was a total lie, as I was expecting the goods, I had made sure that there was always somebody at home. Nevertheless, their CS did not make any recommendation on how to deal with the matter so I canceled the order. Up to date, the money was not refunded. I had sent them a number of emails to enquire about the refund but there was no reply. Absolutely bad service.
1212 p.m. 16.04.2012
I will keep this updated until Powerhouse replies, still nothing from them.
2223 hours 17.04.2013 Update
I eventually received an email from Powerhouse telling me that full refund has been arranged and it will take 2 to 5 days for it to appear in my account. I will wait and see.
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- John Rhodes
- Wokingham, GB
- 1 Review
Rubbish
Items missing from order. Never phone back when they say they will. Over charged on invoice very very poor service
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- David Malpass
- 1 Review
Avoid this company at all costs.
I ordered a kettlebell way back at the begining of Feb which the website stated was in stock. I payed for express delivery and my account was debited straight away. When I called to enquire I was told that my item was not in stock and that I would have to wait four weeks for it. In this instance they refunded my postage and I was advised that they always over estimate the delivery times and that they were just waiting for the shipment to clear customs. After a full four weeks I chased my order and was informed that it would be another 5-10 days. I wrote a complaint regarding the timescales and the fact that they were advertising items in stock that they could not supply. I then told that in the t&c's it states that it is not a live stock feed, but they would pass my complaint on to a customers services manager. Over the next few hours I received confused emails from two different advisors telling me different things. One advised another 4-6 week wait, while another claimed that my order was in Ireland (I live in South Wales) and that the courier had tried to contact my mobile which never happened. I asked if they would be prepared to offer a similar product only to be told that they had no stock of any of the kettlebells I required. Still the website is showing them in stock and they are even offering them on thier Amazon page. I have not heard from a customer service manager regarding my initial complaint and I have now canceled my order and requested a full refund. I will not be using this company again, which is a shame because they are the only company in the Uk that sell the Bodymax Kettlebone Kettlebells that I really like. Do not waste your time with Powerhouse, shop around for a more reliable company.
Reply from Powerhouse Fitness
Extremely sorry about any inconvenience that this has caused. I believe your account has been refunded and if there there is anything else that we can do to help, please get in touch.
Powerhouse Fitness
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- Jules Hawkins
- Bristol, GB
- 1 Review
Unusable product made worse by bad service.
25 Feb I ordered 2 kettlebells and a weightlifting bar. That's over £100 of stuff and I expected it within 2 or 3 days. By March 7, there was still no sign of the gear, even though they'd taken full payment and marked the order as dispatched. So I asked them what was happening. I got a terse little email back, without any apology saying that the kettlebells were due into stock in a day or two, delivery a further 2 or 3 days away.
So I waited. Order finally arrived 12 March.
OPen the boxes, only to find one of the kettlebells is completely useless. It's the 16kg vinyl one, as opposed to cast iron with vinyl coating, it has, and I quote *a wide ergonomic handle* which is all well and good, except it means you can't swing the thing without hitting your thighs. I kid you not this thing is HUGE. There's absolutely no mention of this on the webpage. The second kb, a 24kg cast iron vinyl coated, has a three inch scratch deep in the vinyl. I contacted them days ago, at first they listened, but now have gone silent. I asked again yesterday, but nothing. I've phoned and emailed. They are ignoring me.
I'm at the stage where I just want my money back so I can order my kettlebells from somewhere else.
I would not recommend this company for anything.
A. because they are selling products that are unusable at best, dangerous at worst. If you swing this kettlebell you will hurt yourself. Either they do not know how a kettlebell needs to work or they didn't realise these kettlebells were unusable. And consequently these people shouldn't really be selling kettlebells.
B. Because at every point the customer service has been a fiasco. Taking money, marking goods as dispatched, when they hadn't even got them in stock. No note of this, no apology for late delivery.
So, I'm stuck with a scratch kettlebell and a useless kettlebell. Guess how I feel about this.
- NIKIUK
- 1 Review
Brilliant Service.
Would definitely recommend. Great gym and very helpful, patient staff.
- Jean Reid
- 1 Review
Very helpful staff
It's treadmill ordered got damaged on transit, very nice lady contacted me to tell me a new one was being despatched and arranged a delivery date. This arrived as arranged and in perfect condition, delighted with my purchase and would order from powerhouse again.
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- Bilal Chohan
- London, GB
- 1 Review
Awful, items not delivered and lack of communication (won't reply to emails)
Ordered £500 worth of items which all arrived in drips and drabs over a two week period, apart from 4x25kg plates which haven't come one month later. I sent around 6 or 7 emails, of which only one was replied to reach a solution as the item had been 'lost in transit' which I very much doubt. Of course, my reply was not replied back to, yet again. Needless to say, I shall never ever use them again.
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- Harry Amphlett
- 1 Review
They did what they said they would.
My order did not go smoothly but this was in part due to me worrying too much due to some of the bad reviews. The item did arrive when they said it would. A couple of mistakes at their end; the young lady in sales gave me the name of the wrong carrier so, when they said that they had no knowledge of the delivery I thought, 'here we go ...'. However, another young lady in Customer Services apologised, told me that I had been given the wrong info and that it was down for delivery that day with a carrier known as SPDS. One hour later it arrived and the driver was a helpful young man. My anxiety had been self inflicted.
On unpacking, the item was missing one bolt and their techserv dept have told me that they will get one sent out in the post. I get the feeling that they do make real efforts to solve any problems and are genuinely interested in providing as good a service as they possibly can. The missing bolt by the way was at the factory packing end, nothing to do with Powerhouse Fitness. Very well packed product by the way, shame no one in Korea checked the contents.
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- Mark Smith
- Portsmouth, GB
- 2 Reviews
Heed the negative reviews! THIS SHOULD BE NEGATIVE STARS!!!
Usual story - ordered £1200 of equipment and agreed a delivery date. Took the day off (self employed so this resulted in lost earnings)..... confirmed twice that the delivery would be made then nothing. Rang the following Monday, eventually got through on third attempt and then as soon as they realised I was complaining about the delivery, unceremoniously cut off ... now they seem to have blocked my tel number! No electronic receipt, no response to voice mails or emails. If only they delivered as agreed as past as they took payment. Going to cancel the order and take business elsewhere. ORDER AT YOUR OWN PERIL!!!!!
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- Gary Ford
- Long Eaton, GB
- 1 Review
Very Poor Service/Delivery and Communication
Ordered a product on the 18th of December for a pre-xmas delivery, paid extra for this service.
E-mails sent regarding where abouts of package as not received when promised, these e-mails were ignored.
Found out after xmas, the delivery had not been dispatched until the 28th of December.
Later found out that the product was damaged and has been returned to the sender. Delivery cost has been refunded I am now waiting for the remainder too be refunded as I have not yet received my order. E-mails still being ignored.
Order Cancelled!!!!!!!!!!!!!!!!!
Very disappointed will never do business again.
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- Jan Ibberson
- Sheffield, GB
- 1 Review
Advertising products that aren't in stock
Tried to order a barbell set advertised on their website and showing in stock. My husband decided to ring to order, as he is not very confident online, to be told the product would not be delivered for some time as it was out of stock. It was meant as a Christmas present, thank goodness he rang, or the online order would have been accepted.
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- Tracy McQue
- Edinburgh, GB
- 2 Reviews
The worst delivery service I've ever received!
We ordered a Treadmill from Powerhouse Fitness this week. On the plus side the customer service on the phone was fine (although I never did receive my electronic receipt as promised), but the delivery service was appalling. The driver was supposed to ring with an hour's notice but just turned up, luckily we had just returned home. He said he'd been ringing for over an hour, but there were no missed calls on the number we had given them. He was the grumpiest most unhelpful driver I've ever met - my husband had taken the day off work as we were warned that it would be a heavy box. We were also told that he would have a trolley that he would use to get the treadmill as close to the building as possible, but he just shook his head and said he wouldn't be able to get it down the drive (although countless delivery drivers have in the past 3 years). He told us we wouldn't be able to build the treadmill ourselves, jumped in his truck and drove off. Although I haven't a huge problem with Powerhouse itself I probably wouldn't choose to use them again on the basis of this bad delivery experience. Now wish I had gone to John Lewis as we were originally thinking of doing....!
- Harry Hubner
- 1 Review
The Right Choice
I've been working out for 35 years. I have always have used a free weight system,but as I am getting older I've been looking for a system that still gives me a good workout but is a little easier on my body.
The Powertec system that I purchased is definately the answer for me.
It has givin me a litter more inscentive to keep doing what I love to do (lift weights).
- andy bacon
- 1 Review
Poor customer service, possible fake items
I ordered some try bands, was told i would have a delivery date within 48 hours, 1 week later i still hadn't heard anything so i had to chase up my order. i was told i would be contacted the next day by lunchtime to confirm a delivery date, at 4 o clock the next day i received my call confirming when i would have the items. when they arrived i tried registering them online and was told the serial number had already been used!! i googled how to see if they were real and really have my doubts if they are or not. i sent powerhouse an email detailing my complaints and am yet to hear anything back, this was over a week ago!!
- Louise Macklin
- 2 Reviews
- Jason
- 1 Review
Exceeded expectations
Looking at all the negative reviews I really expected the worse. I was pleasantly surprised. Everything turned up quickly and when they said it would. Had two weight plates that were out of stock these were ordered from shop stock when I phoned their customer line and arrived two or three days later even though i was told a week and half wait. Had no problems getting these guys on the phone or answering e mails and any query I had was answered quickly. I speak as I find and for my order I have to give credit where it is due. The only niggle I have is that in my account my order was still being shown as in processing when the stuff was assembled and in my garage.
- r bailie
- 1 Review
Good equipment but you will be waiting a while to get it!
I ordered the bodymax heavy power rack, along with bench and 145 Olympic bar and weights. It says they would have it dispatched and delivered within 10 working days, I received an email saying what I ordered was out of stock and would be delayed for two weeks. This was ok but when I received them a few weeks later I thought that I also needed the dip bars to go with the power rack after I ordered and paid, 3 days later they said what I ordered was out of stock and it will be 4 weeks before they will get them in.
I think they should be like any other website and tell you if something is out of stock before you order and pay.
Other than that the equipment is very good.
- Lauren
- 1 Review
Helpful staff but little information and updates given to you
I had a few problems but overall the company was very helpful, the packages arrived in reasonable time but there was little update made about the location of my package so I had to phone up to find out where it was. Phone staff were very helpful and easily changed my order with no fuss. I would consider using the company again
- Terry Potts
- 1 Review
- martin
- 1 Review
If you want confidence in a sports equipment supplier go elsewhere.
At the point of purchase i was told they had all my order in stock. My order did not arrive. I tried to find out what was going on but kept getting fobbed off. When it did arrive some I the items I ordered were missing. Really poor customer service. Eventually after many phone calls I have my full order (five weeks after placing the order). My advice is if you want to take a chance and have the hassle of chasing your order when it does not turn up then use this company. If you want good service and confidence when you place your order then go else where. Sorry Powerhouse I won't be using you again.
- Owen Lewis
- 1 Review
Missing products
They are a good company but had issues with the delievery missing 2 items which when i emailed about they still havent replied to explain why my equip[ment hasnt turned up or refunded the outstanding cash equivelent too missing equipment so til i hear from them i shall not be using them again...in saying that i could be 1 out of 100 for this to happen to other than that the delievery time was good on everything else but just that major issue
- Mr Ian Davies
- 5 Reviews
High quality provider for fitness equipment
My recent purchase of dumbbells went very smoothly and a quality prouct was provided. Will use Powerhouse Fitness again.
- Edouard-Alexand Little
- 1 Review
good but not 100% there yet
I understand that stocks need to be shipped in, however, there was a 3 week delay for the item i ordered to be re-stocked. I believe that if power house looked in to this they would have made order shipments so that there was no stock deficits. The time taken for my order to be restocked and received took over a month. However, everything else excelled in my opinion.
- Vinny
- 1 Review
Great service, with quick delivery!!
I found the customer service very helpful and delivery etc was very quick, I will be using powerhouse again!!
- Kostas
- 2 Reviews
Quality product at an unbeatable price
Was looking for a cheap but good quality set of weights but most sites seemed to stock them at a price above my budget. Powerhouse Fitness have an extensive range of fitness products so it was easy to find something that fit my criteria. The weights arrived very quickly and trying them out I really couldn't see why I'd want to pay any more than I did. They fit my needs just fine. Would definitely use again.
- Michelle Martin
- 2 Reviews
Took our order and full payment even though the items were not in stock!
I can not recommend power house fitness, as I stated they took our order and full payment, half the order arrived and after waiting another week I telephoned power house to find out the status of the order. It was only after my chasing , i was told the items we ordered and had paid in full for were not in stock , and not expected in for at least another week, and could not be further delivered to user at least another week after that date. This gym equipment was purchased for sons to ensure they could continue with their weight programme whilst on school holidays prior to the rugby season. Hence by the time all the components had arrived to compleate the system it was almost time to return to school.
- Philip Campbell
- 1 Review
So-so
Ordered weight plates and other items, plates arrived promptly, but 2 items were missing, no contact from powerhouse, had to contact them myself, one arrived a week later, the other still hasn't, that was 4 weeks ago
- Mark Greenhalgh
- 1 Review
Sorted things out quickly and easily
Order came quickly and at a good price
- Mike Stannard
- 1 Review
Great products and delivery at a good price but advice could be better.
After I received my items and assembled them I was really pleased. The power rack was simple to put together, solid and beautiful. I was really pleased. Then I realised my current barbell didn't fit. It was too short. This led me to believe that I needed an Olympic size bar and a whole new set of Olympic size weights to go with it. Nothing in the description had said that I needed a certain size bar to match and I think it should have done. When I looked on Powerhouse's site my heart sank. It was going to cost me another £180. I was gutted.
I spoke to Powerhouse's staff and explained. They offered me a very small discount for the extra kit but failed to point out that I didn't need an Olympic bar - just a longer standard thickness bar. I happened to find this out myself. Quite poor really. They should have known and advised me there was no need to buy all this other equipment.
So overall it was a good experience. Great kit and delivery but the staff should have mentioned I would need a certain length barbell bar when I ordered it over the phone. That would have saved me a lot of stress. The staff should have advised me that I didn't need to order more kit. It seems they can sell you the kit but don't really know much about weight training in order to advise newcomers to the sport. However, I would still order again from them though as the kit and prices are great.
- ian nicholson
- 1 Review
good product poor delivery
good product, heavy treadmill delivered by 1 man with a bad back so i had to just about lift it off the van myself and drag it to the house! poor poor service!
- James Crichton
- 1 Review
- David
- 2 Reviews
Excellent price and quality but patchy communication
I was very pleased with the price and quality of the equipment I ordered, however after nearly 3 weeks I'm still waiting on a delivery date for the power cage. I had to email them to find out why the power cage had not been delivered with the rest of the equipment, I was told by reply that it would be delivered by the end of the following week. Despite the website saying it was in stock when I ordered.
- neil greensill
- 2 Reviews
Great rack
Great squat rack I'm squatting 150kg no problem and benching 115kg using the supports good bit of kit
- Robert Burness
- 1 Review
Excellent service, glad I went to them for my kit....
Excellent service, delivered really quickly, had a slight problem though not their fault they sent out a new part without question or delay. Would recommend them to anyone thinking of buying exercise kit....
- Gary Walker
- 1 Review
Not Impressed
Ordered Power rack, bench and other bits approx £1,000. 7 of 12 items delivered, 2 weeks later nothing else has arrived. I have emailed (had no response) phoned twice and they say its in hand. If you are going to buy from them I would advise going in to one of the stores I spoke to 2 of them and they seem really knowledgable and helpful. Very dissapointed and dont think I'll be recommending or shopping with again. Need a lesson in customer service me thinks.(not normally a moaner but).
- Sara
- 1 Review
Fast delivery
Items as described. I was hoping the weights will come with a case, but there's no case.
- Roland Chuter
- 2 Reviews
Cheapest I could find, delivered as promised
Bought a kettlebell, price was good, shipping was particularly cheap and the item was delivered as promised. Nothing more to say!
- Duncan Anderson
- 3 Reviews
Quick delivery and great communication
1 item was out of stock and due within the next week, I was quickly informed after my order but instead of holding back the whole order i still received items in a couple of days and the rest a week later as i was told.
cant ask for more.
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