barney d.

Order Number: WK*******
Order Items: 1 x WTWK0044 + 2 x WTOW0282

My experience of Powerhouse Fitness has been the same as many people on this site.
I ordered my equipment on 20/03/20 and the auto-response email from PHF at the time said I would be notified within 72 96 hours if there was a problem with my order and that the delivery timescale was up to 10 days. Since then I've had no communication from PHF at all.
I emailed on the 31/03/20 to ask whether the items were in stock and if not, when would they expect them to be. I had no response. I also tried to contact them by Live Chat on the website but couldn't get through.
PHF seems to have a massive problem with Communication, items not being in stock, incorrect items being sent out and partial order deliveries.
They have 9 Shops in England and their trading group has 72 stores across Europe. How can a chain of this size be so badly managed?
I was worried that they had gone bust while holding my money so I checked Companies House and found that in their last filing they had made a £867,263 loss.
This, with the likelihood that the supply chain has most likely broken down, the total lack of communication and taking money on orders that they can't fulfil makes it look like I and other customers are effectively giving PHF a free loan to get them through this bad time.
I ended up not having any faith in my order turning up, being complete in items or ever receiving any communication and so I cancelled my order.
For those people who are struggling to get a refund, just email Powerhouse Fitness and let them know you're handing it over to PayPal or your Credit Card Company if you don't receive the refund by a certain date.
They seem to actually read those emails. I did this and finally got a reply and a refund from them.
I'll never use this company again.