Fitness Superstore

Purchased a Nordic track rw900 rower. Faulty from delivery. Being passed from warranty team to Nordic support team to delivery team. Lack of ownership and no one taking responsibility to sort it out

This a zero star review.

Ordered my items 3 months ago. Got the wrong items sent to me which they admitted was their fault. Took 5 attempts to collect the incorrect items, by which point I already received my money via credit card dispute through my bank because of evidence provided and time elapsed. Now they're sending replacements after they received their products back, when I explicitly asked for a refund in the first place! I have refused delivery of these items. I NEVER ASKED FOR REPLACEMENTS TO BE SENT TO ME. You have your products and I have my money. Leave me alone!

Worst retail experience I have ever had, avoid avoid avoid.

Ages to get through, some rubbish products, lousy staff service don't do as promised, don't listen properly, hopeless deliver time, no call backs as promised, in the end we bought elsewhere,

BUYERS BEWARE! I have had a Body Craft Rower for quite a few years and was told there really wasn't anything to replace on this rower so it should last a long time. With frequent use, which is definitely the objective, it eroded and became so noisy that it wasn't usable without being fixed. Back in 2020, I reached out by calling the store in Avon, CT and talking with several store managers (they cannot seem to keep them) and the Director of their Operations. A service rep came to assess the situation and order the parts which took months to come in. The part finally arrived and we scheduled a return visit, which was cancelled by the company OVER AND OVER after I rearranged my schedule to accommodate them. Finally, someone showed up…BUT…the same guy came back (I thought with the part) and when he returned from the room where the rower was he gave me his assessment again and told me I needed to order the same part all over again. He did not realize he was even here before. After many more phone calls to try to resolve this very frustrating experience, I asked for my money back altogether so that I could just go buy a new rower. We are now in Aug of 2021, many phone calls, text messages and emails and guess what? No refund! DO NOT BUY ANYTHING FROM THIS COMPANY. They are not a Body Craft Dealer and have the worst customer service I have ever seen. They are rude, unresponsive, disrespectful and was not able to either fix the rower I paid big money for OR issue a refund on a service they never provided. UTTERLY RIDICULOUS!

I had purchased a treadmill from this company and paid extra for their instillation service. Unfortunately the workers damaged my wooden flooring along the entire length of my ground floor. I reported this as soon as I could (within 24 hrs of instillation) as I had a relative there for collection. The company are denying fault as they are saying I didn't report it immediately on instillation. I am now having to go to a small claims court to try and get the money for my repairs. PURCHASE AT YOUR OWN RISK!

The damage they caused more than the cost of my items!

The company are now even trying to silence my review on certain websites and are lying by saying that I had ignored their correspondence back! They denied all responsibility and are still denying it! PLEASE BE CAREFUL-UNTRUSTWORTHY COMPANY WITH POOR MORALS

I placed my order nearing the beginning of lockdown (22/03/2020). The order totalled just under £500 and I was pre-warned that it could take up to 4 weeks to deliver.

On Sunday it will be 8 weeks since I placed my order. I have still not received all items. I received notification of delivery on 01/05/20, but when checking the items noticed that 2 items were missing. Since then, it has taken a further 2 weeks for them to deliver a single item (that too with no text notification like last time. It simply arrived with no pre-warning). There is still 1 item outstanding after all this time.

The customer service has been ineffective, firstly reminding me that it is a busy time, then simply checking the courier tracker. Considering it is almost 8 weeks, I would expect some urgency behind this. In this time I've experienced a family bereavement, but am still having to chase up Fitness Superstore.

Friends and family have also placed orders for fitness equipment from other retailers - they've done so after I placed my order and still received their orders before mine.

I have spent nearly £6,000 over the last 2 months with Fitness Superstore everything went well until I have ordered the wrong rack along with 3 medicine balls – the rack I bought wrongly was for swiss balls, I have called the customer service to exchange for correct item. After that I received two emails one stating the new order and the second one informing that I can return the item but they won't assist me in any way, basically it's my problem to return the stability ball rack. Despite the fact that the stability ball rack was weighting only 14kg no other company would like to take the job because of the dimensions of the box.
I have never come across company who is so customer unfriendly… they have to deliver the right medicine rack which I already purchased, what is the problem in picking up the other one? They wouldn't need to make a special trip for it. The customer service is awful the girls are so rude and arrogant. NEVER EVER AGAIN!
Be careful with this company when you are ordering. You won't be able to return the item. They make it impossible unless you live in Northampton area.

I ordered a £900 fitness bike at the beginning of Mar. Delivered 2 weeks later. Set-up the same day and the monitor didn't work. Fitness Superstore doesn't support this particular model, so spent time liaising with the company that does. After almost 2 months, no replacement part can be found. Wait 2 weeks for bike to be picked up, another 2 weeks for Fitness Superstore to be refunded.

During this time I had been liaising with a store manager, who informed me he had put a replacement bike back for me to send once the refund had been received. Got an e-mail informing me that the replacement bike would be sent and then... nothing. The courier company updated their records to say that the Supplier had not sent the order. Fitness Superstore eventually (after another 2/3 weeks) acknowledged my e-mails and said they would investigate this as a priority. Another 2 weeks and no response to e-mails and I'm still waiting.

So, 4 months after ordering an exercise bike and being £900 down, I still have nothing to show for it and no idea when I will receive the goods I ordered at the beginning of Mar.

Customer service is virtually non-existent and I have factored in the exceptional circumstances that all businesses are facing at present. I have to say that Fitness Superstore are shooting themselves in the foot at present, as the one thing they could be great at, with low stock levels, is customer service, but they have failed dismally to keep me informed, or even respond in a timely manner to my e-mails. If you ring the number on their website you get put through to a salesperson, who say they will pass your details on, but nothing happens.

If you do buy anything from this company and you get what you want first time, I applaud you, but if you don't get something that works, or the wrong item, be prepared to have a long wait to either get your money back, a replacement item, or even acknowledgement of any messages you send.

This company allow employees to sexually harass staff and sack anyone who raises this as a concern.

Bought a £3k treadmill 5 weeks ago been faulty from day one. NO STAFF MEMBERS WANT TO HELP.

DO NOT BUY FROM THEM.

I placed my order on the 18th of March, though given Covid the order understandably took longer to arrive than forecast, but finally arrived 23 April. The delivery sat in transporter XDP's delivery depot for over a week. I tried to contact XDP, but it does not accept communication from delivery recipients. So, given that Fitness Superstore (FS) is already overloaded with orders, it makes no sense that it should use a delivery company that places the burden on FS to also field all delivery communication on top of what it is meant to be doing, which is taking orders, offering good customer service and having the items delivered professionally to customers. FS closed its phone lines and only replies to some (few) messages. The delivery driver was super nice but, clearly and sadly, overloaded. The order in total was nearly 300 kgs, but was declared a one-man job! Not only does XDP seem to be totally incompetent at customer service and deliveries, it also seems not to take the well being of its delivery employees seriously either. This is extremely concerning. In the end, the order was missing an item. XDP of course does not respond to messages. FS has sent me a couple of messages telling me that it is looking into it. Two and a half weeks later the missing item has not yet arrived, nor has any communication from FS telling me when it will. To be fair, what I have received has been great equipment, but FS is totally compromising its own reputation by using this incompetent XDP delivery company. The Poor rating reflects on this. Because FS has selected this cowboy company and continues to use it means some of that blame also resides with FS. If FS wants to use a logistics company such as this, at the very least FS should not be taking full payment from customers until the orders are successfully delivered in full, much in the way of Amazon. Today is 11 May and I continue to await the delivery of the missing item.

I purchased a treadmill about 2 months ago. It was organised to be delivered on the 3rd August 2020. I was advised I will get a txt message to confirm the day before in the evening I didn't receive one.
On the 3rd August I got the message saying it will be delivered on the 4th (a day I was working so my wife had to deal with the delivery).
On delivery I left it a few days to set the treadmill up as my friend was going to help me. Once set up I began using it and it was jerking a little bit but I thought as it was new maybe that was just the treadmill I had gone with however recently after about 7-8 minutes while running on the treadmill it just started to stop. I then called fitness superstore and sent a few email back and fourth being advised it needed a calibration. To my surprise I found that very strange seeing as though it was a brand new treadmill but I still followed instructions and did the calibration. After doing the calibration I used it again and instead of stopping at around 7-8 minutes it now stops at around 10 mins and also started smelling of burning. I have not used it since and am still waiting for someone to call me back. It has been about 1 week that I havnt been able to use my treadmill. It cost £1,400 I find this Service disgusting l. I have been calling everyday and have been dealing with different people. Stephen at the Frimley branch and Ryan at the Colindale branch. All they can keep telling me is that they need to speak to services and they will get in touch with me.
I have had cheaper treadmills in the past and have never had these problems. I am really fed up and either want a full refund or even a different treadmill but am still waiting for someone to call me back.